SupportAssist for Business PCs Frequently Asked Questions

Manage alerts

• What is the meaning of proactive and predictive issue detections?
  • Proactive issue detection—SupportAssist automatically detects and proactively alerts on failures of hard drives, batteries, memory, internal cables, thermal solutions and fans, heat sinks, solid state drives and video cards.​
  • Predictive issue detection—SupportAssist predictive analysis failure detection includes hard drives, solid state drives, and batteries.

• How are dispatch alerts handled when an alert is generated by SupportAssist?

  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 Connect and Manage PCs > Set up and connect > Configure page.

• Can SupportAssist be integrated with external helpdesk management solutions?

  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.

• I am unable to forward a dispatch alert to Dell. How can I resolve this?

  Ensure that the customer has completed the Self-Dispatch Enrollment and that the alert owner has completed the Self-Dispatch certification.