Users Guide

Table 18. Cases page (continued)
Column name Description
● In Progress — Dell Technical Support is working on the support case.
● Customer Deferred — Dell Technical Support has deferred the support case at the customer’s
request.
● Reopened — The support case was previously closed, and has been reopened.
● Suspended — Dell Technical Support has suspended activities related to the support case for
24 hours based on your request.
● Closure Requested — You have requested Dell 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 Dell Technical Support over phone.
● Email — The support case was created by contacting Dell Technical Support through email.
● Chat — The support case was created by contacting Dell 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 Dell 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.
● ProSupport Flex for Data Center — The device is covered under a ProSupport Flex for Data
Center service contract.
● ProSupport One for Data Center Or ProSupport Flex for Data Center — The device is
covered under a ProSupport One for Data Center Or ProSupport Flex for Data Center service
contract.
Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.
NOTE: When you check for support cases of a specific device, the support cases of that device are displayed at the top of
the Cases page with a blue border for the appropriate rows. See Checking for support cases.
You can choose to refine the displayed devices based on the device type, case status, service contract type, case source, or
other criteria. The following are the available options for refining the displayed data:
● Device Type
SupportAssist Enterprise user interface
131