Users Guide
• Suspend activities related to a support case
• Resume activities related to a support case
• Close a support case
NOTE: The case management options are applicable only for support cases that were opened automatically by
SupportAssist.
Figure 9. Case options
Requesting to suspend case activities for 24 hours
Prerequisites
Ensure that you are logged in to SupportAssist with elevated or administrative privileges. See SupportAssist user groups and
Granting elevated or administrative privileges to users.
About this task
You can request Dell Technical Support to stop activities related to a support case for 24 hours, if necessary. For example, you may
want Dell Technical Support to suspend activities for a support case in the following scenarios:
• If you want to resolve the issue without any assistance from Dell Technical Support
• If you do not want to receive any notications related to the support case from Dell during a planned maintenance activity
NOTE: You can request Dell Technical Support to stop activities related to a support case only if the support case was
opened by SupportAssist.
Steps
1. Click the Cases tab.
The Cases page is displayed.
2. From the list of cases, select a case that was opened by SupportAssist.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by
SupportAssist.
NOTE: The Suspend case activities for 24 hours option is disabled if you have already requested to suspend
notications for the selected support case.
3. From the Case Options list, select Suspend notications for 24 hours.
The Suspend case activities for 24 hours window is displayed.
4. (Optional) Type your reason for requesting to suspend activities for the support case.
5. Click OK.
The Updating Case message is displayed. After the case is updated successfully, the Case Updated message is displayed.
6. Click OK.
The support case displays a Suspended status.
33