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For more detailed device support, NetMRI offers the ability to enter a series of command-line strings based on the operating system of the device in question, during the creation of the new Device Support Request. The only requirement is that NetMRI must be able to reach the device on the network and be given a correct administrative login account to allow for successful command-line data entry.

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• Device IP Address
• Device Vendor and Device Model
• Operating System Version
• Device Type (as reported by NetMRI)
• Discovery Diagnostics
• CLI Session Logs
• Discovery Logs
• Vendor documents including vendor SNMP MIB files, administrator guides or other device-related information. These latter files must be in an accessible format such as an Acrobat . PDF file.
• Customer Contact Information

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1. Go to Tools icon >Device > Device Support Request.
2. Click New at the top of the table. Click Next to proceed to the first data input step.

3. Enter the IP address in the Device IP field, and press Enter on your keyboard. This value is required to initiate the gathering of device information.
   After entering the IP address, the Description fields may update with previously discovered information from the device, including the Vendor Name, Model, OS Version, the Device Type and the configured Capabilities for the device.
   If no data exists in NetMRI for the device, you will need to enter the values for the Description fields. Because you are building a Device Support Request, it is likely that you will need to do so.
   Also, make sure to choose the correct Capabilities for the device.

   Note
   title Note
   A device may support more than one Capability, or a given device may be known as a specific Device Type but be configured for a different Capability. Press the CTRL key and click to select multiple Capabilities for the given device.

   
   

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1. 1. Preferred SNMP: Choose the recommended SNMP protocol for device access: SNMPv1, SNMPv2 or SNMPv3. Based on the chosen protocol, enter the following:
      • Community String: Enter the read community string for the SNMPv1 or SNMPv2 device;
      • (If you select SNMPv3 only): Enter the admin user account name , and the authentication and privacy password/protocol tuples for the SNMPv3-compliant device. Note that some devices may use only the authentication or privacy settings, but not both.
   2. Preferred CLI: Choose SSH, Telnet, or Other. After you enter the login information and click Next to go to the next step, NetMRI tests the specified connection to the device to ensure reachability. Also note that if CLI is a data collection method, you may need to enter a sequence of command-line functions from the operating system of the device.
      • SSH: Add the admin User Name and Password.
      • Telnet: Add the admin User Name and Password.
      • Other: Choose this value if you expect to use SNMP as the primary means of device access. CLI access through SSH or Telnet will not be attempted if you choose this option.

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d. Contact Info: Enter customer contact information, the preferred method of contact, and contact details.

• • • Preferred Contact: Specify the preferred method of contact. Select E-mail to contact the customer through email message or select Phone to contact the customer by phone.
    • Customer Name: Enter the customer name.
    • Contact Name: Enter the name of the contact person.
    • Email Address: Enter the email address. This field is displayed if you select E-mail as the preferred method of contact. You can enter up to 50 characters.

    • Phone Number: Enter the phone number. This field is displayed if you select Phone as the preferred method of contact. You can enter up to 50 characters.

      Note
      title Note
      The customer name will be included in the file name that is downloaded to the local machine or when it is uploaded to external servers through FTP and other methods.

      
      

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SNMP data for the device will be collected in background and this process may take time. This message also indicates the establishment of successful SNMP communication. CLI reachability is not tested. Click OK to proceed.

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• • Log in to the device using the terminal window on the right pane. Enter each configuration command in the sequence listed on the left. After each command and its displayed results (assuming the results are satisfactory), click the Done button. A green checkmark appears by the selected command and the Wizard selects the next list item.
  • If a command is not relevant for the device type , or is not available, click Not Applicable to go to the next one, and enter that command in turn. Continue until you have finished entering all the commands that you will send in the Device Support Request package.

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9. Click Next. Step 6 of the tool provides a list of the items provided for the Device Support Request: Device Information, Document Attachments, CLI Command Capture, Change Detection Syslog, Discovery Test, and SNMP Data Capture. Some items may show a status of Complete or Missing. Click on the Document Attachments or CLI Command Capture links to return to their respective tool pages.

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10. Click Next. Step 7 of the tool requires the definition of the means of Device Support request delivery to Infoblox:

• • Secure Transfer to Infoblox: Chooses automatic secure file transfer to Infoblox Support. The Infoblox Support FTP server must be reachable by NetMRI. You can test connectivity and settings in the NetMRI command line using the steps in External server import/export using FTP .
  • Email: Chooses automatic email attachment to Infoblox Support, with the option to enter other email addresses.
  • Download to Local Machine: Save locally to allow the user to manually send the package file.

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