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Dell EMC OpenManage Enterprise SupportAssist Version 1.1 User's Guide

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View Cases

The Cases page displays the support cases for your devices that are monitored by SupportAssist. By default, the displayed support cases are grouped under their respective device name or device IP address.
NOTE If you are logged in with a Device Manager role, you can view the support cases created for devices from the device groups that are within your scope.

To view the Cases page, from the Plugins menu, select SupportAssist > Cases. To view the support cases that are opened for a specific device, see View support cases for a specific device.

The following options and support case information are displayed on the Cases page.
  • Advanced Filters—The Advanced Filters option is in the upper-left corner of the cases list. To filter the cases, click Advanced Filters and select or enter data in the filter boxes. You can filter the cases by case number, service contract, Service Tag, and source type. To disable filter, click Clear All Filters.
  • To sort the case list display data by column name, click any column header. The report refreshes to display the data in an ascending or descending order of the column header you clicked.
  • Case Options (Suspend, Resume, Request To Close)—The options to manage support cases that were opened by SupportAssist based on your requirement. The available options are:
    • Suspend—Request Technical Support to stop activities that are related to a support case for 24 hours. After 24 hours, Technical Support automatically resumes activities that are related to the support case. See Request to suspend case activities for 24 hours.
    • Resume—Request Technical Support to resume activities that are related to a support case. See Request to resume support activities.
      NOTE The Resume option is enabled only if you had previously requested to suspend activities that are related to a support case.
    • Request To Close—Request Technical Support to close a support case. See Request to close a support case.
  • The Refresh icon—The Refresh icon is in the upper-right corner of the cases list. Click the icon to refresh the case list displayed.
  • IP ADDRESS—Displays the IP address of the device associated with the support case.
  • CASE NUMBER—Numeric identifier that is assigned to the support case.
  • CASE STATUS —Displays the current state of the support case. The possible statuses are:
    • Submitted—SupportAssist has submitted the support case.
    • Open—Technical Support has opened the submitted support case.
    • InProgress—Technical Support is working on the support case.
    • Assigning—The support case is not yet assigned to a technical support agent.
    • Customer Deferred—Technical support has deferred the support case on your request.
    • Reopened—The support case was previously closed but is currently reopened.
    • Suspended—Technical Support has suspended activities that are related to the support case for 24 hours based on your request.
    • ReqForClosure—You have requested technical support to close the support case.
    • Closed—The support case is closed.
    • Not Applicable—SupportAssist detected an issue, but a support case was not created because the device has either an expired warranty or Basic Hardware warranty.
    • Unavailable—The support case status could not be retrieved from Dell.
    • Unknown—SupportAssist is unable to determine the status of the support case.
  • CASE TITLE—The support case name, which identifies:
    • Support case generation method
    • Device model
    • Device operating system
    • Alert ID, if available
    • Alert description, if available
    • Device warranty status
    • Resolution description
  • DATE OPENED—The date and time the support case was opened.
  • SERVICE CONTRACT—The Dell EMC service contract level under which the device is covered. The Service Contract column may display:
    • ProSupport Flex——The device is covered under a Dell EMC ProSupport Flex service contract.
    • ProSupport Plus—The device is covered under a Dell EMC ProSupport Plus service contract.
    • ProSupport—The device is covered under a Dell EMC ProSupport service contract.
    • Basic—The device is covered under a Dell EMC Basic Hardware service contract.
    • ExpiredWarranty—The service contract of the device has expired.
  • SERVICE TAG—Unique, alphanumeric identifier that enables Dell EMC to recognize the device.
  • SOURCE TYPE—Identifies the source from which the support case is opened. The possible source types are:
    • Phone
    • Email
    • Chat
    • SupportAssist
    • TechDirect
    • HelpDesk
    • Others

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