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SupportAssist for Business PCs Administrator Guide

PDF

Alerts overview

You can manage alerts generated by SupportAssist manually, or you can forward the alerts to Dell or to a configured external solution. To view the alert details and manage them manually, go to the Alerts page in TechDirect.

If you are a Connect and manage administrator or if you are a Connect and manage technician who is permitted by the administrator, you can take various actions on the alert. See, Alert actions.

By default, all alerts generated by SupportAssist are displayed in the Active alerts section of the Alerts page. If the alerts are not closed or forwarded to Dell or ServiceNow within 60 days of alert creation, the alerts are automatically archived. You can view and close these alerts from the Archived alerts section of the Alerts page.

The following table describes the information that is displayed on the Alerts page:

Table 1. AlertsThe following table describes the information that is displayed on the Alerts page.
Alerts details Description
Site Name of the site to which the PC is associated.
Group Group to which the PC is assigned.
Alert number The unique number that is assigned to the alert.
NOTE:To view the alert details and take action on the alert, click the alert number. See Details of a specific alert.
Service tag A unique five-to-seven digit alphanumeric code which is found on a white bar-coded label affixed on your Dell PC or peripheral.
Asset tag Asset tag of the PC that helps to easily track and inventory the PC.
NOTE:This column is displayed if you have selected Asset tag as an asset identifier. See Set inventory identifiers.
Hostname Unique hostname of the asset.
NOTE:This column is displayed if you have selected Hostname as an asset identifier. See Set inventory identifiers.
Alert type The type of alert—Technical Support or Dispatch.

Technical support alerts are the alerts that are created for issues that may need further troubleshooting on the user PCs. If required, the Dell technical support agent connects with the primary and secondary contacts that are mentioned in the group configuration to resolve the PC issues.

Dispatch alerts are the alerts that are created when issues are detected in a failing component of the user PCs. These issues may require shipment of a replacement part depending on the Dell business policies.

Commodity The hardware component on which the alert was generated.
Alert count The number of alerts generated on the components. The alert count is incremented when an alert is generated or recurred on the PC. However, the alert count is not incremented if the same alert recurs within 24 hours.

For technical support alerts, the alert count includes the:

  • Alert that first occurred on the PC for one or more components.
  • Number of alerts that have recurred for a component.
  • Number of alerts appended from a different component in the same PC.

For dispatch alerts, the alert count includes the:

  • Alert that first occurred on the PC for one or more components.
  • Number of alerts that have recurred for a component.

To view the alert details, click the alert number. See Details of a specific alert.

Last activity Date and time of the last activity on the alert.

An Overdue status is displayed when the alerts have exceeded the inactivity period entered by the administrator when the alert rules are configured. See Set alert rules.

Owner The owner of the alert. The following is displayed depending on the ownership:
  • If the alerts are not assigned, the Unassigned status is displayed.
  • If the alert is assigned to a technician, the name of the TechDirect administrator or technician is displayed.
Alert created on Date and time when the alert was created on the PC.
Model Type of Dell device, for example, Latitude.
Region Region where the asset is present, for example, Americas.
Service plan Service plan of the asset, for example, ProSupport Plus.
Logged in user Details about the logged in user.

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