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Dell EMC OpenManage Enterprise SupportAssist Version 1.0 User's Guide

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Alert threshold

The SupportAssist alert threshold specifies the criteria that must be satisfied for a support case to be created (or appended) in the Dell EMC Technical Support case management system.

Currently, there are two types of policies for determining the criteria for creating or appending a support case:
  • First occurrence policies—These policies create or append a support case each time a specific alert is detected
  • Repeat occurrence policies—These polices create or append a support case when a specific alert is detected a specific number of times within a specific duration
SupportAssist processes all alerts from OpenManage Essentials and SCOM, but a support case is created only if:
  • SupportAssist policies qualify the alert for creating a support case
  • SupportAssist is configured correctly to automatically create support cases
  • The Service Tag has an active ProSupport, ProSupport Plus, ProSupport Flex for Data Center, and ProSupport One for Data Center service entitlement at the time of the alert

For SupportAssist to create a support case, the alert must match a criteria in the alert policy defined in SupportAssist. Dell EMC may change a policy for a specific alert within the alert policy for either the SupportAssist application or the back-end infrastructure at Dell EMC. This may be done from time to time, as Dell EMC Technical Support and Engineering continue to incorporate experience from support case data with all customers.

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