Preparing an RFE for a new device

When you need to prepare a request for enhancement (RFE) for a new device, use the steps described in this section to either resolve the problem or create a BMC Support case.

Step 1: Investigate if the device is already supported by BMC Discovery

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. Device integrations are based on the device's sysObjectID.

To determine if a device is fully supported:

1. See  Supported SNMP devices  to know the list of supported SNMP Network Devices in BMC Discovery.
2. 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.
3. If the sysObjectID is listed, but the device is not being discovered, confirm that the most recent TKU upgrade is installed.

Step 2: Request an RFE for full integration of an SNMP-enabled Device

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

1. Collect the SNMP data from the device. Note that using snmpwalk is normally not suitable for this step.

2. Run a Device Capture.
   The Device Capture provides information from the device in a special format that can be used to create integration code. For more information, see Capturing SNMP devices. 

   • If there is a problem using the Device Capture, see the BMC Communities article  KA 000025567  for troubleshooting steps. If the problem persists, contact Customer Support. 
3. Open a new case with the BMC Support team requesting an SNMP device integration.
   Open one case per type of device. An example of a good subject line for the Support case: Device Integration request: Cisco 1000 Router.
4. 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, such as SNMP v2c, v3
   • Capability of the device, such as switch, router, and firewall
     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.
5. After it is determined that the SNMP data contains all the necessary information to integrate a device, an RFE is created and the RFE number is provided.
   At this point Support will typically request that the case can be closed with a status of RFE SUBMITTED. You can track the progress of the RFE through the Defects/RFEs/CARs section of the Customer Support Central https://bmcsites.force.com/casemgmt.  You can search for the defect/CAR/RFE, enter the RFE number, and open the RFE to see if there is an update.
6. Engineering evaluates the RFE and prioritizes 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.

7. For Deployment, refer to the following topics:See Download and upgrade the TKU and Uploading knowledge.