Discovery: How to request the support of an unsupported SNMP device? INCLUDES VIDEO

Knowledge Article

Article Number

000349819

Old Article Number

000091772

Article Type

Solutions to a Product Problem

Title

Discovery: How to request the support of an unsupported SNMP device? INCLUDES VIDEO

Summary

Product

BMC Discovery

Component

BMC Discovery

Applies to

BMC Discovery All Versions

Problem

How to request the support of an unsupported SNMP device?

Cause

Solution

Note that there can be multiple reasons why an endpoint could be discovered as an "UnsupportedDevice", and that it doesn't imply that this endpoints is actually not already supported. For more details, see this article.

To request support for new SNMP devices:

1- [Recommended] Update to the latest TKU available and rescan to confirm.

2- [Optional] Use the query from this KA to list all the ips of the snmp devices that could be supported in theory. They are the ones for which Discovery could find their sysoid (this requires a valid snmp credential).

3- Check Discovery content reference to confirm if these devices would not already be supported. See this article for more information.

4- For each each model of unsupported snmp device, collect a device capture with the suitable procedure below:

- Discovery on prem: Capturing SNMP devices

- Helix Discovery/ADE/Sass/Daas: Capturing SNMP devices

5- [Recommended] Group the device captures. For example: by order of importance of by type of device.

6- For each group of device captures, open a new support ticket with:

- the related device captures attached

- if possible, add any relevant known information about the device. For example:

- manufacturer and model name

- capability of the device (switch, router, firewall....)

The Discovery Support will review this information and possibly file RFEs (Requests For Enhancement) based on this information, if that is possible. Sometimes, device captures are not enough to file an RFE. Sometimes it will not be possible to support it through snmp, but it will be doable through REST API. Sometimes, the RFEs can't be released for technical reasons.

This kind of RFE is susceptible to be released monthly through TKU releases. In most cases, it takes one to three months to release them. RFEs can be tracked in www.bmc.com/support.

For Saas customers, TKUs are deployed according to the documented update calendar.

Support is not allowed to confirm or infirm a release date. To ask for an update or a release plan for an RFE, customers are invited to contact their account manager with the RFE reference number.

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