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SupportAssist Enterprise Version 1.0 User's Guide

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Requesting to suspend case activities for 24 hours

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users.

About this task

You can request Dell Technical Support to stop activities related to a support case for 24 hours, if necessary. For example, you may want Dell Technical Support to suspend activities for a support case in the following scenarios:
  • If you want to resolve the issue without any assistance from Dell Technical Support
  • If you do not want to receive any notifications related to the support case from Dell during a planned maintenance activity
NOTE: You can request Dell Technical Support to stop activities related to a support case only if the support case was opened by SupportAssist.

Steps

  1. Click Cases.
    The Cases page is displayed.
  2. In the Refine by pane, from the Source Type list, select SupportAssist.
    The list of all cases that were opened by SupportAssist are displayed.
  3. Select the support case that you want to suspend.
    NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.
    NOTE: The Suspend Activity 24 hours option is disabled if you have already requested to suspend notifications for the selected support case.
  4. From the Case Options list, select Suspend Activity 24 hours.
    The Suspend case activities for 24 hours window is displayed.
  5. (Optional) Type your reason for requesting to suspend activities for the support case.
  6. Click OK.
    The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.
  7. Click OK.
    The support case displays a Suspended status.
    NOTE: If SupportAssist Enterprise is unable to process your request, an appropriate error message is displayed. In such a scenario, you can run the case creation test to verify connectivity to Dell, and then retry the operation.

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