- Notes, cautions, and warnings
- Introduction
- Document revision history
- New and enhanced features
- Key integration concepts
- User authentication
- Devices
- Credential accounts
- Credential profiles
- Device discovery rules
- Device groups
- Maintenance mode
- Telemetry collections
- Initiate a collection
- Cancel a collection
- Get collections of a device
- Get all collections
- Get collection overview details
- Get all analytics collections
- Get collection component list in tree view
- Get collection attribute details of a component in tree view
- Get structured log details in tree view
- Upload a collection
- Download a collection
- Download an analytics collection
- Download an unstructured log
- Service requests
- Get status of a job
- Get health status of a gateway
- Integrate Secure Connect Gateway with ServiceNow or CRM
- Secure Connect Gateway resources
- Contacting Dell Technologies
Secure Connect Gateway REST API Guide
Service requests
Secure connect gateway automatically creates service requests when an issue is detected, a service request can also be created over an email, telephone, or chat conversation, or from TechDirect. For devices with a ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract, the service request status is displayed irrespective of the source from which the service request was created.
- Suspend—request technical support to stop activities that are related to a service request for 24 hours in the following scenarios:
- If you want to resolve the issue without any assistance from technical support.
- If you do not want to receive any notifications that are related to the support service request during a planned maintenance activity.
- Resume—request technical support to resume activities for a previously suspended service request.
- Close—request technical support to close a service request that does not have Closed or Requested For Closure status.
The following table describes the parameters that are used to manage service requests:
| Parameter | Description |
|---|---|
| createdDate | Date and time when the service request was created. |
| dummyCase | Specifies if a dummy service request was created for the device.
NOTE:Dummy service requests are created for devices with a Basic service contract. A service request ID is not assigned to such cases and the service request is automatically deleted from
secure connect gateway after a few days.
|
| eventSource | Source from which the service request was created. Possible values are:
|
| id | Identifier for the service request |
| limit | Total number of service requests to be retrieved |
| name | Friendly name that is assigned to the device |
| notes | Reason to suspend, resume, or close a service request. The character limit to provide the reason is 7500. |
| offset | Number of service requests to be skipped |
| orderBy | Value by which the service requests must be sequenced. |
| serviceContract | Service contract of the device. Possible values are:
|
| serviceTag | Service Tag of the device |
| sortBy | Value by which the service requests must be sorted. Possible values are:
|
| status | Status of the service request. Possible values are:
|
| title | Service request title |
| total | Total number of service requests that matched the criteria |
| updatedDate | Date and time when the service request was last updated. |
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