Owner's Manual
Column Description
Case Status 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 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 the following:
• Case generation method
• Dell service contract type
• Case disposition type
• Device model
• Device operating system
• Alert ID, if available
• Alert description, if available
Collection Status The current support case progress status. The progress status may be:
• Collection Tools Not Supported — This device does not support
SupportAssist’s collection tools.
• Collection Scheduled — Collection tool is scheduled to be run on this device.
• In Progress — Collection tool has been invoked on this device.
• Failed to Start — Collection tool failed to start 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. See Service Tag
Warnings.
• 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 Indicates the type of device as discovered by Operations Manager:
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