Dell EMC OpenManage Enterprise SupportAssist Version 1.1 User's Guide

How SupportAssist works

SupportAssist receives an alert whenever a hardware event occurs on a device. The alert is filtered using various policies to determine if the alert qualifies for creating a support case or for updating an existing support case. All qualifying alerts are sent securely to the backend for creating a support case or for updating an existing support case. After the support case is created or updated, SupportAssist collects device information from the device and sends it to the Dell EMC backend. Also, some of the devices send the information directly to the backend when an alert is generated. Dell EMC Technical Support uses the system information to troubleshoot the issue and provide an appropriate solution. For more information about how SupportAssist processes alerts and automatically creates support cases, see Alert policies in OpenManage Enterprise SupportAssist.