SupportAssist for Business PCs Frequently Asked Questions

Manage sites and groups

• What is a site?

  A site is an entity that contains one or more groups to which PCs can be associated. Sites help in configuring unique preferences for your PCs in a group and in managing your PC fleet.

• Why does SupportAssist create sites?

  Sites help in managing larger PC fleets with multiple groups.

• When is a site created?

  A site is created when a SupportAssist package is downloaded by a Connect and manage administrator. The site is displayed in Connect and manage after SupportAssist is deployed on the PCs and connects to TechDirect.

• Can I manually create a site in TechDirect?

  No, a site is created automatically when you download the SupportAssist package from TechDirect.

• How do I avoid creating multiple sites?

  To avoid creating multiple sites, use one of the following methods:

  • Use a previously downloaded SupportAssist package created by other administrators and deploy SupportAssist on the PCs. These PCs are added to the existing site associated with the downloaded SupportAssist package.
  • Select any of the previously created sites, download the SupportAssist package or activate SupportAssist, and then deploy SupportAssist on the PCs. These PCs are added to the existing site associated with the downloaded SupportAssist package.

• Can I move PCs between sites?

  No, you cannot move PCs between sites. However, you can move PCs between groups. For more information, see the Move PCs between existing groups section in the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.

• Can I merge multiple sites?

  No, you cannot merge sites. However, you can upgrade the PCs by downloading SupportAssist from another existing site and deploying the latest version on the PC fleet. These PCs are added to the site associated with the downloaded SupportAssist package. After all the PCs are associated to the selected site, the older sites are hidden.

• Can I delete a site?

  No, you cannot delete a site. However, you can upgrade the PCs by downloading SupportAssist from another existing site and deploying the latest version on the PC fleet. These PCs are added to the site associated with the downloaded SupportAssist package. After all the PCs are associated to the selected site, the older sites are hidden.

• How do I manage multiple sites and administrator accounts in TechDirect?

  A site is created automatically when you deploy SupportAssist on your PC fleet for the first time. A Connect and manage administrator can manage multiple sites or assign ownership to other administrators or technicians.

• What is a group?

  A group is a logical entity of PCs within a site in which PCs are associated and have their own unique preferences.

• How should I group PCs located in multiple geographical locations?

  You can group PCs based on geographical location, business units, departments, models, teams, and so on. For more information about groups, see the Groups overview section in the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.

• Can I organize my PCs in a group while deploying SupportAssist?

  For PCs running SupportAssist for Business PCs version 3.6 or earlier, you can organize your PCs under specific groups while creating a SupportAssist deployment package.

• Can I deploy SupportAssist to a site created by another Connect and manage administrator?

  Yes, you can choose a site, download the SupportAssist deployment package or activate SupportAssist specific to a site.

• I have multiple administrators managing different PCs in my organization. The administrators have customized a deployment package for the PCs that they manage. How are the PCs organized?

  A unique site is created for each administrator in your organization after they deploy SupportAssist to the PC fleet. The PCs that they manage are displayed under the respective sites of the administrators.

• Where can I find information about sites and groups?

  See the Groups overview section in the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.

• What should I do to manage PCs in sites created by an administrator who has left the organization?

  You can reassign the site ownership to a different administrator. For information on how to reassign the site ownership, see the Assign site ownership section in the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.