Administrator Guide

Table 11. Alerts (continued)
Alerts details Description
● If the alerts are not assigned, the Unassigned status is
displayed.
● If the alert is assigned to a technician, the name of the
TechDirect administrator or technician is displayed.
Alert created on Date and time when the alert was created on the PC.
Line of business Type of Dell device, for example, Latitude.
Region Region where the asset is present, for example, Americas.
Service plan Service plan of the asset, for example, ProSupport Plus.
You can use the Show option to filter and view specific information about the alerts.
Details of a specific alert
When you click an alert number on the Alerts page, the following details are displayed:
● Service tag—unique five-to-seven digit alphanumeric code.
● Asset tag—asset tag of the PC.
● Hostname—unique hostname of the PC.
● Alert type—the type of alert—Technical Support or Dispatch.
● Last activity—date and time of the last action that was performed by a Connect and manage administrator or a Connect
and manage technician.
● Due date—date by which the alert must be resolved.
● Owner—the owner of the alert.
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 Overview section displays the following details about an alert:
● Details—the alert description and details about the logged in user.
● Activity history—provides the record of activities that are performed by the administrator or technician on the alert.
Alert actions
When you select or click an alert number on the Alerts page, a list of actions that you can take on the alert are displayed.
The following table describes the actions available for every alert that is created in TechDirect:
Table 12. Alert actions
Available actions Description
Assign ownership Click Assign ownership to assign an administrator, technician, or user as the
owner of the alert.
Take ownership
Click Take Ownership to assign the alert to yourself.
Add notes Click Add notes to add details about the alert, for example, issue that was
detected or error information for investigation. The notes must not exceed
1000 characters.
Close alert Click Close alert to close the alert when the necessary action is taken to
resolve the issue. After the alert is closed, the administrator, technician, or
Dell Technologies cannot take any further actions on the alert.
Forward To Dell Technologies Click Forward To Dell Technologies to forward the support request to
technical support. You can continue to monitor progress from either the
Technical Support page or Dispatch Summary page in TechDirect.
34 Managing SupportAssist alerts