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Dell SupportAssist Version 1.2 for Servers User’s Guide

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Cases

The Cases page is the default SupportAssist view. You can use the RefreshRefresh link to refresh the case list.

The following table describes the automatically-generated support case information for your supported Dell devices, as displayed in the Cases page.

Table 1. Cases
ColumnDescription
Name/IP AddressDisplays the display name, host name, or IP address depending on the information that was provided while adding the device. The device name is displayed as a link that you can click to open the Device Overview page.
StatusThe current state of the support case. The status of a case may be:
  • Open — Dell technical support has opened the submitted case.
  • In Progress — The case is currently being worked by Dell technical support.
  • Customer Deferred — Dell technical support has deferred the case at the customer’s request.
  • Submitted — SupportAssist has submitted the case.
  • No Case — No case exists for this device.
  • Reopened — The case was previously closed, and has been reopened.
NumberThe numeric identifier assigned to the support case.
TitleThe case name, which identifies:
  • Case generation method
  • Device model
  • Device operating system
  • Alert ID, if available
  • Alert description, if available
  • Warranty status
  • Resolution description
Service ContractThe Dell service contract level under which the device is covered. The service contract column may display:
  • Unknown — SupportAssist cannot determine the service contract.
  • Invalid Service Tag — The service tag of the device is invalid.
  • No Service Contract — This device is not covered under a Dell service contract.
  • Expired Service Contract — The service contract of the device has expired.
  • Basic Support — This device is covered under a Dell Basic Hardware service contract.
  • ProSupport — This device is covered under a Dell ProSupport service contract.
  • ProSupport Plus — This device is covered under a Dell ProSupport Plus service contract.
Device TypeIndicates the type of device.
Service TagA unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.
Date OpenedThe date and time when the support case was opened.

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