BMC Discovery: What is the process for running a device capture and requesting integration support for an unsupported SNMP-enabled device, such as a Network Device or Printer?

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    BMC Discovery.


    BMC Discovery 11.3


    BMC Discovery, BMC Helix Discovery



    Please review the following in the Solution section:

    I.  How to find if a device is fully supported by BMC Discovery

    II.  How to use SNMP Recognition Rules to discover an unsupported device

    III.  How to request full integration support for an unsupported SNMP-enabled device, such as a Network Device or Printer




    I.  How to find if a device is fully supported by BMC Discovery

    BMC Discovery and BMC Helix Discovery provide integration support for thousands of unique SNMP-enabled devices. These are typically Network Devices, Printers, and SNMP Managed Devices, but can also include Management Controllers and Storage Devices.

    Device integrations are based on the device's sysObjectID. To determine if a device is fully supported:

    1) For a single device, go to the Discovery Access page for that device and click on getDeviceInfo. The Device Info page will show the sysObjectId similar to this: 

    SNMP sysObjectId1.

    2) To list all unsupported devices that have a valid sysObjectID, run the following query:

    search DiscoveryAccess
    where _last_marker and end_state = 'UnsupportedDevice' and #DiscoveryAccess:DiscoveryAccessResult:DiscoveryResult:DeviceInfo.sysobjectid

    3) Go to the list of supported SNMP Network Devices within BMC Discovery: 

    4) Search in this list for the device sysObjectID(s). If not present, then integration support is not currently available; however it is possible that a request is pending.

    5) If the sysObjectID is listed, but the device is not being discovered, confirm that the most recent TKU upgrade has been installed.

    II.  How to use SNMP Recognition Rules to discover an unsupported device

    SNMP Recognition Rules may be created from the UI for unsupported devices.  These rules allow basic information about the devices to be discovered, and a Discovery node is created, such as an SNMPManagedDevice node or a Printer node.


    For information about creating SNMP Recognition Rules, see the documentation:


    BMC Discovery (on premise)


    BMC Helix Discovery (SaaS/DaaS)


    III.  How to request full integration support for an unsupported SNMP-enabled device, such as a Network Device or Printer

    If an SNMP-enabled device that is not fully supported is scanned (without SNMP Recognition Rules), the expected result is an End State of "UnsupportedDevice" (note that this result may occur for other reasons as well).

    To request full integration (beyond what is available with SNMP Recognition Rules) of an unsupported SNMP-enabled device, please do the following:

    1) Collect the SNMP data from the device. Using snmpwalk is normally not suitable for this step.

    Run a Device Capture. The Device Capture provides information from the device in a special format that can be used to create integration code. 


    BMC Discovery (on premise)


    BMC Helix Discovery (SaaS/DaaS)


    If there is a problem using the Device Capture, see KA 000025567 for troubleshooting steps. If the problem persists, contact Customer Support. 

    2) Open a new case with the BMC Support team requesting a SNMP device integration. Please open one case per type of device.
         Here is an example of a good subject line for the Support case: 
              "Device Integration request:  Cisco 1000 Router"

         Attach the device capture to the case, and include any relevant known information about the device, for example:
              - Manufacturer and model name
              - SNMP protocol used (i.e. SNMP v2c, v3)
              - Capability of the device (switch, router, firewall....)

    3) Support will review the device capture to verify that the device is not already integrated.

    If there are concerns about the completeness of the SNMP data, Support will consult with the Discovery Engineering team.

    4) Once it has been determined that the SNMP data contains all the necessary information to integrate a device, an RFE will be created and the RFE number provided to the customer. At this point Support will typically request that the case can be closed with a status of RFE SUBMITTED. The progress of the RFE can be tracked through the Customer Support web portal. Go to to > Issue Management > View/Update Issues > Search by ID (search for defect/CAR/RFE) and enter the RFE number. Then open the RFE to see if there has been any update.

    5) The RFE will be evaluated by Engineering and prioritized for inclusion in a future TKU release. Typically, device integrations can take one to three months before being released, although this will vary depending on priority and backlog.

    6) Deployment:


    BMC Discovery (on premise): Download and upgrade the TKU

    BMC Helix Discovery (SaaS/DaaS): BMC will deploy the TKU according to this maintenance plan:


    Note: Some devices may not provide adequate information for Discovery to uniquely identify the device. In these situations it may be required to re-configure the device in accordance with the device's documentation in order to provide adequate information (such as serial #, model, manufacturer, etc..). BMC does not have access to every device within the TKU for testing purposes, and BMC does not have relationships with every device manufacturer in order to request changes or additional details. 


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    Solutions to a Product Problem

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