Users Guide
Table Of Contents
- SupportAssist Version 2.2 for Dell OpenManage Essentials User's Guide
- Overview
- Installing, upgrading, and uninstalling SupportAssist
- Using Dell SupportAssist
- Starting SupportAssist
- Getting started with SupportAssist
- Configuring the default device type credentials
- Configuring the local SMTP e-mail server settings
- Verification of device status
- Connectivity test
- Editing device credentials
- Resetting the device-specific credentials to the default device type credentials
- Overwriting the device-specific credentials with the default device type credentials
- Filtering the system log collection
- Sending the system logs manually
- Enabling or disabling the automatic collection of system logs
- Enabling or disabling the scheduling of system log collection
- Scheduling the periodic collection of system logs
- Default system log collection schedule
- Disabling the scheduling of system log collection for a specific device type
- Viewing the case list
- Viewing the device inventory
- Filtering the displayed data
- Removing filters from the displayed data
- Sorting the displayed data
- Device grouping
- Device credentials used by SupportAssist
- Configuring the system credentials
- Auto update
- Configuring proxy server settings
- Confirming connectivity through the proxy server
- Opting in or opting out from ProSupport Plus server recommendation report emails
- Configuring e-mail notification settings
- Setting SupportAssist to maintenance mode
- Support for Dell OEM servers
- Viewing and updating the contact information
- Accessing and viewing the logs
- Accessing and viewing the system log collection
- Viewing SupportAssist product information
- Viewing support information
- Accessing the context-sensitive help
- Troubleshooting
- Installing SupportAssist
- Registration problem
- Ensuring successful communication between the SupportAssist application and the SupportAssist server
- Verifying the installation of the collection components
- Launching SupportAssist
- Services
- Collection error
- Collection upload error
- Security
- Troubleshooting SSL connection failure
- Service contract
- Service Tag warnings
- Dell SupportAssist user interface
- Related documents and resources
- Error code appendix
• Device Groups
• Settings
• Connectivity Test
• Setup Wizard
Case List
The Case List is the default view of SupportAssist.
The following table describes the automatically-generated support case information for the supported Dell devices in your
environment, as displayed in the Case List page.
Table 7. Case List
Column Description
Case Status Displays the current state of the support case. The status of a case may be:
● Open — Dell Technical Support has opened the submitted case.
● In Progress — The case is currently being worked by Dell Technical Support.
● Customer Deferred — Dell Technical Support has deferred the case at your request.
● Submitted — SupportAssist has submitted the case.
● No Case — No case exists for this device.
● Reopened — The case was previously closed, and has been reopened.
Case Number Displays the numeric identifier assigned to the support case.
Case Title Displays the case name, which identifies:
● Case generation method
● Device model
● Device operating system
● Alert ID, if available
● Alert description, if available
● Warranty status
● Resolution description
Service Contract Displays the Dell service contract level under which the device is covered. The service contract
column may display:
● Unknown — SupportAssist cannot determine the service contract.
● Invalid Service Tag — The Service Tag of the device is invalid.
● No Service Contract — This device is not covered under a Dell service contract.
● Expired Service Contract — The service contract of the device has expired.
● Basic Support — This device is covered under a Dell Basic Hardware service contract.
● ProSupport — This device is covered under a Dell ProSupport service contract.
● ProSupport Plus — This device is covered under a Dell ProSupport Plus service contract.
Device Type Displays the type of device as discovered by OpenManage Essentials:
● PowerVault Storage Device — The device is a Dell PowerVault MD Series storage array.
● PowerVault Server — The device is a Dell PowerVault NX Network Attached Storage (NAS)
device.
● EqualLogic Storage — The device is a Dell EqualLogic storage array.
● PowerEdge Server Device — The device is a Dell PowerEdge, PowerEdge VRTX, iDRAC, or
CMC device.
● PowerEdge Direct Attached Storage — The device is a PowerVault MD or NX Direct
Attached Storage (DAS) device.
● Dell Networking — The device is a Dell Networking switch.
Service Tag Displays a unique, alphanumeric identifier that enables Dell to individually recognize each Dell device.
Date Opened Displays the date and time when the support case was opened.
48 Dell SupportAssist user interface