Administrator Guide

b. From the Select Relationship list, select a relationship.

c. From the Select Time Zone list, select a time zone.

d. From the Select Technician list, select a support technician.

8. Click SAVE ALERT RULES.

View SupportAssist alerts in TechDirect

When an issue is detected on the systems that are monitored using SupportAssist, an alert is automatically created in

TechDirect.

Prerequisites

Steps

Go to Services > Device Management > Manage Alerts.

The SupportAssist Alerts page is displayed.

SupportAssist alerts

You can view details about the alerts that are generated by SupportAssist on the SupportAssist Alerts page in TechDirect.

The following table describes the information that is displayed on the SupportAssist Alerts page. By default, the Service Tag,

Alert Number, Alert Type, Last Activity Timestamp, Owner, Company Name, and Line of Business columns are

displayed. Click in the bottom-left corner of the table to select a maximum of seven columns to view.

Table 11. SupportAssist Alerts

Name Description

Service Tag The unique identifier of the system. The Service Tag is an

alpha-numeric identifier.

Alert Number The unique support request number that is assigned to the

alert that you can reference while communicating with Dell

technical support.

Alert Type Type of alert:

● Technical Support

● Dispatch

Notes Details about the issue that was detected and error

information for investigation.

Create Timestamp Date and time when the alert was created in TechDirect.

Last Activity Timestamp Date and time of the last action that was performed by a

Device Management Administrator or a Device Management

Technician.

Status The status of the alert:

● Unassigned—no technician has ownership.

● Assigned—a technician has ownership.

● Submit Failed—attempt to forward to Dell failed.

Owner The technician who is the owner of an alert.

Company Name Name of the company.

Line of Business Line of business.

32 Managing SupportAssist alerts in TechDirect