Users Guide

Steps
1. Click Cases.
The Cases page is displayed.
2. In the Refine by pane, from the Source Type list, select SupportAssist.
The list of all cases that were opened by SupportAssist are displayed.
3. Select the support case that you want to suspend.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.
NOTE: The Suspend Activity 24 hours option is disabled if you have already requested to suspend notifications for
the selected support case.
4. From the Case Options list, select Suspend Activity 24 hours.
The Suspend case activities for 24 hours window is displayed.
5. (Optional) Type your reason for requesting to suspend activities for the support case.
6. Click OK.
The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.
7. Click OK.
The support case displays a Suspended status.
NOTE: If SupportAssist Enterprise is unable to process your request, an appropriate error message is displayed. In such
a scenario, you can run the case creation test to verify connectivity to Dell, and then retry the operation.
Related tasks
Testing the case creation capability on page 69
Requesting to resume support activities
Prerequisites
You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user
groups and Granting elevated or administrative privileges to users.
About this task
You can request Dell Technical Support to resume activities for a support case, if you had previously requested to suspend
activities for the support case.
Steps
1. Click Cases.
The Cases page is displayed.
2. In the Refine by pane, from the Source Type list, select SupportAssist.
The list of all cases that were opened by SupportAssist are displayed.
3. Select the support case that you want to resume.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.
NOTE: The Resume Activity option is enabled only if you had previously requested to suspend notifications for the
selected support case.
4. From the Case Options list, select Resume Activity.
The Resume Activity window is displayed.
5. (Optional) Type your reason for requesting to resume activities for the support case.
6. Click OK.
The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.
7. Click OK.
The support case displays the appropriate status.
NOTE:
If SupportAssist Enterprise is unable to process your request, an appropriate error message is displayed. In such
a scenario, you can run the case creation test to verify connectivity to Dell EMC, and then retry the operation.
Viewing cases and devices 47