SupportAssist Enterprise Version 1.0 User's Guide

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:

• Suspend Activity 24 hours — To request Dell Technical Support to suspend activities related to a support case for 24 hours. After 24 hours, Dell Technical Support automatically resumes activities related to the support case.
• Resume Activity — To request Dell Technical Support to resume activities related to a support case.
  NOTE: The Resume Activity option is enabled only if you had previously requested to suspend activities related to a support case.
• Request to Close — To request Dell Technical Support to close a support case.

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.

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