SupportAssist Enterprise Version 1.0 User's Guide

Requesting to close a support case

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.

If you have resolved a problem with a device, you can request Dell Technical Support to close the corresponding support case.

NOTE: You can request Dell Technical Support to close a support case only if the support case was opened by SupportAssist.

NOTE: You can request Dell Technical Support to close a support case that is in any status, except the Closed and Closure Requested status.

Click Cases.
The Cases page is displayed.
In the Refine by pane, from the Source Type list, select SupportAssist.
The list of all cases that were opened by SupportAssist are displayed.
Select the support case that you want to close.

NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.
From the Case Options list, select Request to Close.
The Request to close the case window is displayed.
(Optional) Type your reason for requesting to close the support case.
Click OK.
The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.
Click OK.
The support case displays a Closure requested status.
NOTE: After you request to close a support case, Dell Technical Support may contact you to get more details before closing the support case.

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 EMC, and then retry the operation.