How to request the support of an unsupported SNMP device? |
Note that the procedure below is not always suitable in case of UnsupportedDevice. For more details, see this article. 1) Optional: List all the ips of the snmp devices that could be supported. They are the ones for which Discovery could find their sysoid. This requires a valid snmp credential. - Discovery on prem: Capturing SNMP devices
- Helix Discovery/ADE/Sass/Daas: Capturing SNMP devices
4) Recommended: Group the device captures. For example: by order of importance of by type of device. - 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....)
BMC Customer will file RFEs for you based on this information. In most of the cases, it takes one to three months to release them. We release this kind of RFEs once a month in our TKU. In Saas case, BMC will deploy the TKU for you according to the documented update calendar.
RFEs can be tracked in www.bmc.com/support. To ask for an update or a release plan about an RFE, the best is to send the reference to your BMC Account Manager. Note that sometimes, device captures are not enough to file an RFE. Sometimes, the RFEs can't be released for technical reasons. |