Users Guide

Table 33. Cases page
Column name Description
Check box Use to select a support case for performing case management actions.
NOTE: The check box is displayed only for cases that were automatically created by
SupportAssist Enterprise.
Name/IP Address The name, host name, or IP address depending on the information you have provided for the device.
The device name is displayed as a link that you can click to open the Devices page.
Number The numeric identifier assigned to the support case.
Status The current state of the support case. The status of a support case may be:
● Submitted — SupportAssist Enterprise has submitted the support case.
● Open — Technical Support has opened the submitted support case.
● In Progress — Technical Support is working on the support case.
● Customer Deferred — Technical Support has deferred the support case at the customer’s
request.
● Reopened — The support case was previously closed, and has been reopened.
● Suspended — Technical Support has suspended activities related to the support case for 24
hours based on your request.
● Closure Requested — You have requested Technical Support to close the support case.
●
Closed — The support case is closed.
● Not Applicable — An issue was detected by SupportAssist Enterprise, but a support case was
not created because the device has either an expired warranty or Basic Hardware warranty.
● Unavailable — The support case status could not be retrieved from Dell.
● Unknown — SupportAssist Enterprise is unable to determine the status of the support case.
Title The support case name, which identifies:
● Support case generation method
● Device model
● Device operating system
● Alert ID, if available
● Alert description, if available
● Warranty status
● Resolution description
Device Type Indicates the type of device.
Date Opened The date and time when the support case was opened.
Source The method by which the support case was created. The Source column may display:
● SupportAssist — The support case was created automatically by SupportAssist Enterprise.
● Phone — The support case was created by contacting Technical Support over phone.
● Email — The support case was created by contacting Technical Support through email.
● Chat — The support case was created by contacting Technical Support over chat.
● Help Desk — The support case was created through the help desk.
● TechDirect — The support case was created through Dell TechDirect.
● Others — The support case was created by contacting Technical Support through any other
method.
Service Contract The Dell service contract level under which the device is covered. The Service Contract column
may display:
● Unknown — SupportAssist Enterprise cannot determine the service contract.
● Invalid Service Tag — The Service Tag of the device is invalid.
● No Service Contract — This device is not covered under a Dell service contract.
● Expired Service Contract — The service contract of the device has expired.
● Basic Support — The device is covered under a Dell Basic Hardware service contract.
● ProSupport — The device is covered under a Dell ProSupport service contract.
● ProSupport Plus — The device is covered under a Dell ProSupport Plus service contract.
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