Owner's Manual
Column Description
• Customer Deferred — Dell technical support has deferred the case at the customer’s
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 The numeric identifier assigned to the support case.
Case Title The case name, which identifies:
• Case generation method
• Device model
• Device operating system
• Alert ID, if available
• Alert description, if available
Progress The current support case progress status. The progress status may be:
• Case Access Error — SupportAssist cannot currently access the case information.
• Case Service Unavailable – Dell’s support case service is currently unavailable.
• Collection Tools Not Supported — This device does not support SupportAssist’s
collection tools.
• Troubleshooting Opted Out — Customer has opted out of SupportAssist’s
troubleshooting capabilities.
• Collection Scheduled — Collection tool is scheduled to be run on this device.
• In Progress — Collection tool has been invoked on this device.
• Failed to Run — Collection tool started, but failed to run on this device.
• Collection Uploaded — Collection information has been uploaded to Dell.
• Collection Failed to Upload — Collection information was not successfully uploaded
to Dell.
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 — This device is covered under a Dell Basic Hardware service
contract.
• ProSupport — This device is covered under a Dell ProSupport service contract.
Device Type Indicates the type of device as discovered by OpenManage Essentials:
• Storage — The device is a Dell PowerVault or Dell EqualLogic storage array.
• Server — The device is a Dell PowerEdge server.
• Switch — The device is a Dell Force 10 or Dell PowerConnect Ethernet switch.
Service Tag A unique, alphanumeric identifier that enables Dell to individually recognize each Dell device.
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