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SupportAssist for Business PCs Administrator Guide

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Details of a specific rule

When you click a specific rule name on the Remediation rules page, the details of the selected rule are displayed.

Overview

The Overview section displays a roll-up count of the number of PCs:

  • On which the rule was triggered.
  • On which no issues were detected.
  • On which issues were detected.
  • Which self-healed.

This data helps assess the number of PCs that could self-heal using the remediation script and the number of PCs that need your attention. You can also modify the remediation script accordingly.

Details

The Details section information of the PCs on which the rule was triggered. The following table describes the information displayed in the Details section:

Table 1. DetailsThe following table describes the information displayed in the Details section:
Column Description
Site The name of the site to which the asset is assigned.
Group Group to which the asset is assigned.
Service tag A unique five-to-seven digit alphanumeric code which is found on a white bar-coded label affixed on your Dell PC or peripheral.
Asset tag Asset tag of the PC that helps to easily track and inventory the PC.
Hostname Unique hostname of the asset.
Model Model of the PC on which the rule was triggered, for example, Latitude 5400.
Last run at The date and time on which the rule was last run.
Diagnostic status The status of the diagnostic script execution. The status is categorized as follows:
  • No issue—the diagnostic script executed successfully and no issues were found.
  • Issue detected—the diagnostic script executed successfully and issues were detected.
  • Error—the diagnostic script execution failed due to various reasons, for example, unsigned script or expired certificate.
NOTE:Success or failure is determined by the exit codes (zero or nonzero exit codes) that are generated after executing the diagnostic scripts. See Exit codes in PowerShell.
Remediation status The status of the remediation script execution. The status is categorized as follows:
  • Success—the issues that were found during the diagnostic script execution were solved successfully using the remediation script.
  • Failed—the issues that were found during the diagnostic script execution were not solved successfully using the remediation script.
  • Error—the remediation script execution failed due to various reasons, for example, unsigned script or expired certificate.
NOTE:Success or failure is determined by the exit codes (zero or nonzero exit codes) that are generated after executing the remediation scripts. See Exit codes in PowerShell.
Restore point The restore point that is created before the remediation script is executed on the PCs. When required, you can use the restore point to uninstall the update from the PC and restore the PC to its previous state remotely. The restore points are available for 30 days. To restore your PC to a previous state, select the restore point from the list.
NOTE:
  • This capability is available only for certain remediation scripts.
  • You can only restore the files and settings to the selected restore point. Restoring the BIOS and firmware is not supported.
  • The restore points are removed when you update SupportAssist for Business PCs to the latest version.
NOTE:To restore the PC files and settings, the following criteria must be met:
  • SupportAssist for Business PCs version 3.5 or later must be installed on the PC.
  • PCs must have an active ProSupport Plus or ProSupport Flex for Client service plan.
  • You require Connect and manage administrator rights to restore the PC. Connect and manage technicians can restore the PC if permitted by the administrator. See Roles and permissions.

When you initiate the restore process, the PC user is notified and is prompted to confirm the request. When the PC user confirms the request, the operating system reverts to the selected restore point and you can monitor the progress in TechDirect. After the restore is complete, the PC user is prompted to restart the PC, and you can view the PC restore status on the Summary > Audit trail page. See Audit trail.

Restore status The status of the restore process.

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