Administrator Guide
Table Of Contents
- SupportAssist for Business PCs with Windows OS Administrator Guide—Early access to next generation user experience
- Contents
- Introduction
- Managing PCs and groups
- Managing a single PC
- Recommendations for your Dell PCs fleet
- Configuring settings
- Audit trail
- Managing SupportAssist alerts in TechDirect
- Retrieve SupportAssist data using WMI
- Resources
Enable ServiceNow integration
Prerequisites
Sign in to TechDirect with Device Management Administrator rights.
Steps
1. On the TechDirect dashboard, click Device Management.
2. In the Manage My Fleet of PCs card, click START HERE.
3. Go to Settings > Connectors.
The Connectors page is displayed.
4. From the Select site list, select a site.
5. Clear Inactivate (continue managing SupportAssist Alerts in TechDirect), if selected.
6. For SupportAssist to automatically create an incident in ServiceNow, perform the following steps:
a. Select Use ServiceNow Instance.
b. Enter the ServiceNow instance ID, username, password, and failure notification email address.
NOTE: If SupportAssist is unable to automatically create an incident in ServiceNow, an email is sent to the email
address provided in the Failure Notification box.
c. Click Create a test incident in ServiceNow to send a test alert to your ServiceNow instance.
7. For SupportAssist to send alerts to ServiceNow by email, perform the following steps:
a. Select Use Email.
b. In the Alerts Notification box, enter the email address to which you want to send the SupportAssist alert details.
c. Click Create a test incident in ServiceNow to send a test email to the email address entered in the Alerts
Notification box.
8. Click Save.
Results
TechDirect forwards all the alerts generated from all the PCs in the site, to the ServiceNow instance you configured.
Disable ServiceNow integration
Prerequisites
Sign in to TechDirect with Device Management Administrator rights.
Steps
1. On the TechDirect dashboard, click Device Management.
2. In the Manage My Fleet of PCs card, click START HERE.
3. Go to Settings > Connectors.
The Connectors page is displayed.
4. From the Select site list, select a site.
5. Select Inactivate (continue managing SupportAssist Alerts in TechDirect).
6. Click Save.
Results
After ServiceNow integration is disabled, you can manage SupportAssist alerts using the SupportAssist Alerts page in
TechDirect.
Roles and permissions
TechDirect enables company administrators to designate Device Management Administrators and have Device Management
Technicians added for the company account. The Device Management Administrator can access and manage all SupportAssist
Configuring settings
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