Support Assist Qualified Alerts

Hi R Chola,

 For Case Generation

•  Check if the service tag is valid and meets the warranty standards.
• Make sure there is proper network connectivity with the Connectivity test (top right corner).
•  For SupportAssist to generate a case the alerts need to match a policy laid down by SupportAssist.
  The policy.xml file can be found under “C:\Program Files (x86)\Dell\Dell Integrated Support\bin\conf”.
  
• The file can be referred for ‘TrapId’ and ‘EventSourceType’. Only Policy with “AutoCase” as Yes will generate a case. Usually these policies will have their ‘severity’ as Critical or Minor and Major.
• For information on how many times an alert should be triggered for it to generate a case refer to the “AlertThreshold” node. “FirstMatch()” means in the first attempt. If it’s value is something like this Occurs(5,00-05:00:00) it means that 5 times alert should be triggered, in 00 days-05 hours. To summarize it should 5 times in 5 hours.
• Example, for the alerts listed below

EnterpriseOID=.1.3.6.1.4.1.3183.1.1
TrapID=65799
EnterpriseOID=.1.3.6.1.4.1.674.10892.5.3.2.1
TrapID=2162
EnterpriseOID=.1.3.6.1.4.1.3183.1.1
TrapID=65927

If you look them up in policy.xml file you will see that the first two are only Warnings and the third one is Informational type. Usually, in order to generate a case the Severity should be Critical/ Minor or Major and with AutoCase as Yes.

• Policy snap shot which has AutoCase as Yes 

  .1.3.6.1.4.1.674.10892.1
  1004  
   
  CRITICAL  
  Thermal shutdown protection has been …
Yes  
  FirstMatch()

Let me know if you have any more questions.

Regards
Aniruddha S