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Users Guide

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Table Of Contents
10. Click Create a new site.
The Create a new site window is displayed.
11. Enter a site name in the appropriate field and click Next.
The Add Devices to Site window is displayed.
12. Select Connect to an existing SupportAssist Enterprise installation.
13. Enter the registration ID, Service Tag of a device, and phone number in the appropriate fields.
NOTE: You can find the registration ID on the About page in SupportAssist Enterprise.
14. Click Finish and then click Close.
Your site is created, but the device addition capability is enabled only after 24 hours. A notification is sent to your Message
Center after the device addition capability is enabled.
Configuring alert rules in TechDirect
About this task
Administrators in your organization can configure rules to determine how alerts created by SupportAssist are handled by the
TechDirect portal. For example, you can choose to automatically forward all alerts to technical support or have the alerts placed
in your SupportAssist alert queue for your support team to review and determine if the alert should be forwarded to Dell.
Steps
1. Go to https://www.techdirect.com.
The TechDirect home page is displayed.
2. Click Sign In and type your TechDirect user name and password.
The TechDirect Dashboard is displayed.
3. From the Services menu, click SupportAssist.
The SupportAssist page is displayed.
4. In the Configure Rules gadget, click Configure.
The Configure SupportAssist Alert Rules page is displayed.
5. In the Inactivity notification alert period field, type the desired duration.
6. For the Automated technical support case requests? option, select one of the following:
● Select Yes to directly forward all technical support alerts to Dell.
● Select No to send all technical support alerts to your company’s SupportAssist Enterprise alerts queue for review by your
support team to determine if the alert should be forwarded to Dell.
7. For the Auto-forward all Dispatch alerts to Dell? option, select one of the following:
● Select Yes to directly forward all parts dispatch alerts to Dell.
● Select No to send all parts dispatch alerts to your company’s SupportAssist Enterprise alerts queue for review by your
support team to determine if the alert should be forwarded to Dell.
The Group Management section is displayed if you have chosen to forward all parts dispatch alerts to Dell.
8. Click Add Group Rule.
The group rules are used to identify the address where dispatched parts should be sent. Whenever a SupportAssist
Enterprise alert is forwarded to Dell EMC for parts dispatch, the address in the alert is compared with the addresses
defined in the group rules. If there is a match, the address information associated with that group rule is used to identify the
address where the dispatched parts should be sent.
9. On the Add Group Rule page, select one of the following options:
● By Country — Select this option if you want to route all auto-dispatches from a country to a specific address.
● By State/Province — Select this option if you want to route all auto-dispatches from a state or province to a specific
address.
● By City — Select this option if you want to route all auto-dispatches from a city to a specific address.
● By ZIP/Postal Code — Select this option if you want to route all auto-dispatches with a ZIP/Postal Code to a specific
address.
10. Enter the required details based on the option that you have selected in Step 8 and click Save Rule.
11. Click Save Alert Rules.
Managing SupportAssist Enterprise alerts in TechDirect
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