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SupportAssist for Business PCs Administrator Guide

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Email notifications from SupportAssist

By default, SupportAssist notifies the primary and secondary contacts of a group configuration in Connect and manage.

NOTE:For alerts, email notifications are sent depending on the configured alert rules. See Set alert rules.

The following table provides a summary of the different types of email notifications that are sent by SupportAssist:

Table 1. Email notificationsThe following table provides a summary of the different types of email notifications that are sent by SupportAssist:
Type of email notification When the email notification is sent
Device registration When a new site is created and when the first PC is registered with Dell Technologies after deployment by a Connect and manage administrator.
Support request creation for a technical support alert When an issue is detected in your PC fleet, based on your service plan, SupportAssist automatically creates support requests. Dell technical support will proactively contact you for resolution.
Support request creation for a dispatch alert When a failed component needs replacement, SupportAssist automatically creates a support request to get the component replaced.
Support request creation failed for a technical support alert When an issue is detected in your PC fleet, but SupportAssist is unable to create an automated support request, based on your service plan. Contact Dell technical support for assistance.
Support request creation failed for an issue in your helpdesk When an issue is detected in your PC fleet, but SupportAssist is unable to connect to the ServiceNow instance. Verify the configuration and connection between TechDirect and your ServiceNow instance.
Issue detected on PC with expired service plan When an issue is detected in your PC fleet, but the service plan is expired.
Software update notification When a newer version of SupportAssist for Business PCs is available or when new features and enhancements are available for the Connect and manage service in TechDirect.

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