Administrator Guide

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.
5. 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.
6. 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
You must be signed in to TechDirect as a Connect and manage administrator.
Steps
1. From the TechDirect dashboard, go to Connect and manage > Manage your PC fleet > Manage > Settings >
Connectors.
The Connectors page is displayed.
2. From the Select site list, select a site.
3. Select Inactivate (continue managing SupportAssist Alerts in TechDirect).
4. 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 Connect and manage
technicians added for the company account. The Connect and manage administrator can access and manage all SupportAssist
activities, whereas a Connect and manage technician has limited access to SupportAssist. The technicians can only manage
SupportAssist based on the permissions configured by a Connect and manage administrator.
The Roles & permissions page provides information about the users listed with the PC fleet, their assigned, roles, and so on.
To view and modify the roles and permissions, from the TechDirect dashboard, go to Connect and manage > Manage your
PC fleet > Manage > Settings > Roles & permissions.
User details
The User details section provides information about the following:
● User—the username of the TechDirect user.
● Roles—the roles assigned to the user, for example, Connect and manage administrator.
● Email address—registered email address of the user.
● Site created—the site that the user has created.
● Last visit—date and time on which the user last visited the SupportAssist Device Management pages.
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Configuring settings