Administrator Guide

Managing SupportAssist alerts
SupportAssist alerts generated from connected PCs can be managed in Connect and manage or through ServiceNow.
If you have configured SupportAssist to manage the alerts in Connect and manage, all alerts are processed as per the
configured alert rules.
To manage the alerts in Connect and manage, from the TechDirect dashboard, go to Connect and manage > Manage your
PC fleet > Manage > Alerts.
You can also configure the alerts to be managed in ServiceNow. See Integrating SupportAssist alerts with ServiceNow.
Alerts overview
You can view details about the alerts that are generated by SupportAssist on the Alerts page in TechDirect.
If you are a Connect and manage administrator or if you are a Connect and manage technician who is permitted by the
administrator, you can take various actions on the alert. See, Alert actions.
The following table describes the information that is displayed on the Alerts page:
Table 11. Alerts
Alerts details Description
Alert number The unique support request number that is assigned to the
alert.
NOTE: To view the alert details and take action on the
alert, click the alert number. See Details of a specific alert.
Service tag A unique five-to-seven digit alphanumeric code which is
found on a white bar-coded label affixed on your Dell PC or
peripheral.
Asset tag Asset tag of the PC that helps to easily track and inventory
the PC.
NOTE: This column is displayed if you have selected
Asset tag as an asset identifier. See Select asset
identifier.
Hostname Unique hostname of the asset.
NOTE: This column is displayed if you have selected
Hostname as an asset identifier. See Select asset
identifier.
Alert type The type of alert—Technical Support or Dispatch.
Commodity The hardware component on which the alert was generated.
Last activity Date and time of the last action that was performed by a
Connect and manage administrator or a Connect and manage
technician.
An Overdue status is displayed when the alerts have
exceeded the inactivity period entered by the administrator
when the alert rules are configured. See, Configure alert rules.
Owner The owner of the alert. The following is displayed depending
on the ownership:
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