Users Guide

Viewing cases and devices

The SupportAssist Enterprise user interface displays the devices that you have added and the support cases that are open for

those devices. From the Devices page, you can perform various device-specific operations such as view collections, enable or

disable monitoring, and so on. From the Cases page, you can manage cases that were opened by SupportAssist Enterprise.

NOTE: SupportAssist Enterprise does not create a support case for every alert that is received from a monitored device. A

support case is created only if the alert type and number of alerts that are received from the device match with the criteria

defined by Dell for support case creation.

Topics:

• Viewing all support cases

• Viewing support cases for a specific device

• Case management options

• Viewing the device inventory

• Viewing the device overview pane

• Sorting the displayed data

Viewing all support cases

About this task

NOTE: The list of open cases is displayed only if you have completed the registration of SupportAssist.

To view the support cases that are present for your monitored devices, point to Cases and click View Cases. A Fetching

Cases progress indicator is displayed at the top of the Cases page when SupportAssist Enterprise is checking if cases are

present for the devices that you have added.

Figure 10. Cases page

NOTE:

By default, the case list is grouped by the device name or device IP address. The last refreshed date and time that is

displayed in the group header indicates when the case information was last retrieved from Dell.

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