Administrator Guide

Email notifications from SupportAssist
By default, SupportAssist notifies the primary and secondary contacts of a group configuration in Connect and manage.
NOTE: For alerts, email notifications are sent depending on the configured alert rules. Configure alert rules.
The following table provides a summary of the different types of email notifications that are sent by SupportAssist:
Table 15. Email notifications
Type of email notification When the email notification is sent
Device registration When a new site is created and when the first PC is registered
with Dell Technologies after deployment by a Connect and
manage administrator.
Support request creation for a technical support alert When an issue is detected in your PC fleet, based on your
service plan, SupportAssist automatically creates support
requests. Dell technical support will proactively contact you
for resolution.
Support request creation for a dispatch alert When a failed component needs replacement, SupportAssist
automatically creates a support request to get the component
replaced.
Support request creation failed for a technical support alert
When an issue is detected in your PC fleet, but SupportAssist
is unable to create an automated support request, based
on your service plan. Contact Dell technical support for
assistance.
Support request creation failed for an issue in your helpdesk
When an issue is detected in your PC fleet, but SupportAssist
is unable to connect to the ServiceNow instance. Verify the
configuration and connection between TechDirect and your
ServiceNow instance.
Issue detected on PC with expired service plan When an issue is detected in your PC fleet, but the service
plan is expired.
Software update notification When a newer version of SupportAssist for business PCs
is available or when new features and enhancements are
available for the Connect and manage service in TechDirect.
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42 Email notifications from SupportAssist