Users Guide

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Viewing cases and devices
The SupportAssist user interface displays the support cases that are open and the devices that you have added for monitoring. The
case management options that are available on the Cases page enable you to request Dell Technical Support to suspend, resume, or
close activities related to a support case. From the
Device Inventory page, you can check for the support cases that are open for a
specic device. You can lter and sort the displayed cases and devices data based on your preference.
NOTE: SupportAssist does not create a support case for every alert received from a monitored device. A support case is
created only if the alert type and number of alerts received from a device match with the predened criteria for support
case creation.
Viewing all support cases
To view the support cases that are present for your monitored devices, click the Cases tab. A progress indicator may appear on the
Cases page to indicate that SupportAssist is in the process of updating the cache of open support cases.
Figure 8. Cases page
NOTE: By default, the case list is grouped by the device name or device IP address. The last refreshed date and time that
is displayed in the group header indicates when the case information was last retrieved from Dell.
Support case information is automatically available, for supported devices that have valid Service Tags when SupportAssist connects
to the Dell support case and service contract databases over the internet. Support case information is refreshed only in the following
situations:
• When you open the Cases page.
• When you click the Refresh link on the Cases page.
• When the Cases page is open and you refresh the web browser window.
After SupportAssist has completed its open support cases update, the Cases page displays the current support cases. For
information on the elds and details displayed on the Cases page, see Case list.
Case management options
The Cases page provides options that you can use to manage the support cases that were opened automatically by SupportAssist.
You can request Dell Technical Support to perform the following activities by using the available case management options:
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