Users Guide

• Problem solved — request to close this case — To request Dell Technical Support to close a support case.
The Refresh link enables you to refresh the case list.
The following table describes the support case information for your Dell devices that are monitored by SupportAssist, as displayed in
the Cases page.
Table 16. Cases
Column Description
Check box Use to select a support case for performing case management actions.
NOTE: The check box is displayed only for cases that are automatically created by
SupportAssist.
Name/IP Address Displays the display name, host name, or IP address depending on the information that was provided
while adding the device. The device name is displayed as a link that you can click to open the Device
Overview page.
Status The current state of the support case. The status of a support case may be:
• Submitted — SupportAssist has submitted the support case.
• Open — Dell Technical Support has opened the submitted support case.
• In Progress — Dell Technical Support is working on the support case.
• Customer Deferred — Dell Technical Support has deferred the support case at the customer’s
request.
• Reopened — The support case was previously closed, and has been reopened.
• Suspended — Dell Technical Support has suspended activities related to the support case for 24
hours based on your request.
• Closure Requested — You have requested Dell Technical Support to close the support case.
• Closed — The support case is closed.
• Case Not Created — An issue was detected by SupportAssist, but a support case was not created
because the device has either an expired warranty or Basic Hardware warranty.
• Unavailable — The support case status could not be retrieved from Dell.
• Unknown — SupportAssist is unable to determine the status of the support case.
Number The numeric identier assigned to the support case.
Title The support case name, which identies:
• Support case generation method
• Device model
• Device operating system
• Alert ID, if available
• Alert description, if available
• Warranty status
• Resolution description
Service Contract 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 — The device is covered under a Dell Basic Hardware service contract.
• ProSupport — The device is covered under a Dell ProSupport service contract.
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