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BMC Discovery 11.3
BMC Discovery, all versions
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?
BMC Discovery provides 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.
If an SNMP-enabled device that is not integrated is scanned, the expected result is an End State of "UnsupportedDevice" (note that this result may occur for other reasons as well).
To request integration of an unsupported SNMP-enabled device, please do the following:
1) Run a device capture. See https://docs.bmc.com/docs/display/DISCO113/Capturing+SNMP+devices. This provides information from the device in a special format that can be used to create integration code. Note that in most cases, snmpwalk output or a copy of the device MIB is not sufficient to create an integration.
2) Open a new case issue with BMC Support team requesting a SNMP device integration. Attach the device capture, 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 if the device is not already integrated. This determination is based on the device's sysObjectID, which can be seen in the capture.log file included in the device capture. For example:
The current lists of supported Network Devices and Printers can be seen here:
If there are concerns about the completeness of the device capture, Support will consult with the Discovery Engineering team.
4) Once Support has determined that the device capture 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 http://www.bmc.com/support > Issue Management > View/Update Issues > Search by ID (search for defect/CAR/RFE) and enter the RFE number. Then you can 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.
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.