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.
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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