SupportAssist for Business PCs Administrator Guide

Set alert rules

1. From the TechDirect dashboard, go to Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Settings > Alert rules.
   The Alert rules page is displayed.
2. From the Change alert rules list, select one of the following options:
   • Set a standard rule for all PCs—set a common rule for all your PCs in the fleet.
   • Customize rules for a group—customize the rule for a specific group in a site.
3. In the Inactivity period section, enter the number of days an alert can reside in the queue with no activity.
   The alert resides in the queue for the number of days you have entered. After the inactivity period ends, a notification is sent to the administrator and alert owner, and the alert status is displayed as Overdue in the Last activity column of the Alerts page. See Alerts overview.
4. In the Technical support alerts section, perform one of the following steps:
   Technical support alerts are the alerts that are created for issues that may need further troubleshooting on your PCs. If required, the technical support agent contacts the PC user to understand and resolve the issues.
   • Select Keep them in the Alerts page to retain the alerts in the Alerts page. You can review and take various actions on the alert. See Alert actions.

   • Select Forward them to another solution to send all technical support alerts to the configured external solution.

     If you choose to forward the alerts to another solution, select the solution type and connected solution. For information about how to create a new connection, see Connect to an external solution.

     If the contact and shipping information is missing, you are prompted to add the information before you proceed.

     NOTE:If you want Dell Technologies to resolve the issue, select Dell from the Solution type list.
5. In the Parts dispatch alerts section, perform one of the following steps:
   Dispatch alerts are the alerts that are created for issues with a broken part or component. This issue may require shipment of a replacement part.
   • Select Keep them in the Alerts page to retain the alerts in the Alerts page. You can review and take various actions on the alert. See Alert actions.

   • Select Forward them to another solution to send all technical support alerts to the configured external solution.

     If you choose to forward the alerts to another solution, select the solution type and connected solution. For information about how to create a new connection, see Connect to an external solution.

     If the contact and shipping information is missing, you are prompted to add the information before you proceed.

     NOTE:If you want Dell Technologies to resolve the issue, select Dell from the Solution type list, and add or edit the user group rule in the User group management section.
6. If the User group management section is displayed, perform the following:
   Group rules are used for identifying the address for dispatch. When a SupportAssist alert is forwarded to Dell Technologies for parts dispatch, the address information in the alert is compared with the configured user group rules. If a match is found, the address information that is associated with that user group is used for parts dispatch.
   1. Click Add user group rule.
   2. Select the location, region, user group, time zone, relationship, and technician, and then click Add rule.
   The rule is added, and the Alert rules page is displayed.
7. Click Save.