You can configure rules to determine how
SupportAssist alerts are handled in
TechDirect. You can choose to retain the alerts in the
Alerts page or send the alerts to a configured external solution such as ServiceNow. You can also set a standard set of rules for all PCs or customize the rules for a site and group.
步驟
From the
TechDirect dashboard, go to
Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Settings > Alert rules.
The
Alert rules page is displayed.
From the
Change alert rules list, select one of the following options:
Set a standard rule for all PCs—set a common rule for all your PCs in the fleet.
Customize rules for a group—customize the rule for a specific group in a site.
In the
Inactivity period section, enter the number of days an alert can reside in the queue with no activity.
The alert resides in the queue for the number of days you have entered. After the inactivity period ends, a notification is sent to the administrator and alert owner, and the alert status is displayed as
Overdue in the
Last activity column of the
Alerts page. See
警示概觀.
In the
Technical support alerts section, perform one of the following steps:
Technical support alerts are the alerts that are created for issues that may need further troubleshooting on your PCs. If required, the technical support agent contacts the PC user to understand and resolve the issues.
Select
Keep them in the Alerts page to retain the alerts in the
Alerts page. You can review and take various actions on the alert. See
Alert actions.
Select
Forward them to another solution to send all technical support alerts to the configured external solution.
If you choose to forward the alerts to another solution, select the solution type and connected solution. For information about how to create a new connection, see
連結至外部解決方案.
If the contact and shipping information is missing, you are prompted to add the information before you proceed.
註:If you want
Dell Technologies to resolve the issue, select
Dell from the
Solution type list.
In the
Parts dispatch alerts section, perform one of the following steps:
Dispatch alerts are the alerts that are created for issues with a broken part or component. This issue may require shipment of a replacement part.
Select
Keep them in the Alerts page to retain the alerts in the
Alerts page. You can review and take various actions on the alert. See
Alert actions.
Select
Forward them to another solution to send all technical support alerts to the configured external solution.
If you choose to forward the alerts to another solution, select the solution type and connected solution. For information about how to create a new connection, see
連結至外部解決方案.
If the contact and shipping information is missing, you are prompted to add the information before you proceed.
註:If you want
Dell Technologies to resolve the issue, select
Dell from the
Solution type list, and add or edit the user group rule in the
User group management section.
If the
User group management section is displayed, perform the following:
Group rules are used for identifying the address for dispatch. When a
SupportAssist alert is forwarded to
Dell Technologies for parts dispatch, the address information in the alert is compared with the configured user group rules. If a match is found, the address information that is associated with that user group is used for parts dispatch.
Click
Add user group rule.
Select the location, region, user group, time zone, relationship, and technician, and then click
Add rule.
The rule is added, and the
Alert rules page is displayed.