The
Cases page displays the support cases that
are present for your devices that you have added in SupportAssist
Enterprise. For devices with a ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data
Center service contract, the
Cases page displays the case status irrespective of the case creation
method. By default, the displayed support cases are grouped under
their respective device name or device IP address. The last refreshed
date and time that is displayed in the group header indicates when
the case information was last retrieved from Dell.
The Case Options list, available at the top
of the cases information, enables you to manage support cases that
were opened by SupportAssist Enterprise based on your requirement.
The following are the available options:
NOTE: Only support
cases that were opened by SupportAssist Enterprise can be managed
by using the Case Options list.
The Refresh link enables you to
refresh the displayed cases.
The following table
describes the support case information for your Dell devices that
are monitored by SupportAssist Enterprise, as displayed in the Cases page.
Table 1. Cases pageThe following table describes the support case information
for your Dell devices that are monitored by SupportAssist Enterprise,
as displayed in the Cases page.Column name | Description |
---|
Check box | Use to select a support case for performing case
management actions. NOTE: The check box is displayed only for cases that were automatically
created by SupportAssist Enterprise. |
Name/IP Address | Displays the display name, host name, or IP address
depending on the information you have provided for the device. The
device name is displayed as a link that you can click to open the Devices page. |
Number | The numeric identifier assigned to the support
case. |
Status | The current state of the support case. The status
of a support case may be:- Submitted — SupportAssist Enterprise has submitted the
support case.
- Open — Dell Technical Support has opened the submitted
support case.
- In Progress — Dell Technical Support is working on the
support case.
- Customer Deferred — Dell Technical Support has deferred
the support case at the customer’s request.
- Reopened — The support case was previously closed, and
has been reopened.
- Suspended — Dell Technical Support has suspended activities
related to the support case for 24 hours based on your request.
- Closure Requested — You have requested Dell Technical
Support to close the support case.
- Closed — The support case is closed.
- Not Applicable — An issue was detected by SupportAssist
Enterprise, 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 Enterprise is unable to determine
the status of the support 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
- Warranty
status
- Resolution
description
|
Device Type | Indicates the type of device. |
Date Opened | The date and time when the support case was opened. |
Source | The method by which the support case was created.
The Source column may display:- SupportAssist — The support case was created automatically
by SupportAssist Enterprise.
- Phone — The support case was created by contacting Dell
Technical Support over phone.
- Email — The support case was created by contacting Dell
Technical Support through email.
- Chat — The support case was created by contacting Dell
Technical Support over chat.
- Help Desk — The support case was created through the
help desk.
- TechDirect — The support case was created through Dell
TechDirect.
- Others — The support case was created by contacting Dell
Technical Support through any other method.
|
Service Contract | The Dell service contract level under which the
device is covered. The Service Contract column
may display:- Unknown — SupportAssist Enterprise cannot determine the
service contract.
- Invalid Service Tag — The Service Tag of the device is
invalid.
- No Service Contract — This device is not covered under
a Dell service contract.
- Expired Service Contract — The service contract of the
device has expired.
- Basic Support — The device is covered under a Dell Basic
Hardware service contract.
- ProSupport — The device is covered under a Dell ProSupport
service contract.
- ProSupport Plus — The device is covered under a Dell
ProSupport Plus service contract.
- ProSupport
Flex for Data Center — The device is covered under a ProSupport
Flex for Data Center service contract.
- ProSupport
One for Data Center Or ProSupport Flex for Data Center — The device is covered under a ProSupport One for Data Center Or
ProSupport Flex for Data Center service contract.
|
Service Tag | A unique, alphanumeric identifier that allows
Dell to individually recognize each Dell device. |
NOTE: When
you check for support cases of a specific device, the support cases
of that device are displayed at the top of the
Cases page with a blue border for the appropriate rows.
See
Checking for support cases.
You can choose to refine
the displayed devices based on the device type, case status, service
contract type, case source, or other criteria. The following are the
available options for refining the displayed data:
- Device Type
- Server
- Storage
- Networking
- Chassis
- Case Status
- Open
- Submitted
- In Progress
- Suspended
- Requested
for Closure
- Service Contract
- Basic
- ProSupport
- ProSupport
Plus
- ProSupport
Flex for Data Center
- ProSupport
One for Data Center Or ProSupport Flex for Data Center
- Source Type
- Email
- Phone
- Chat
- SupportAssist
- Help Desk
- TechDirect
- Others
NOTE: You can
also use the filter icon
available in the column headers to refine the
displayed data based on a specific keyword.