If autoforward is enabled or if you have reviewed and manually forwarded the alerts to Dell Technologies, then the dispatch request is processed as per Dell Business policy. The replacement part is shipped to the shipping address that you provided on the page.
Yes, you can integrate SupportAssist alerts with your ServiceNow solution. Integration with ServiceNow enables automatic creation of an incident in ServiceNow for your SupportAssist alerts. See the Connecting SupportAssist alerts with external solutions section SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.
Ensure that the customer has completed the Self-Dispatch Enrollment and that the alert owner has completed the Self-Dispatch certification.