Owner's Manual
A progress indicator may appear at the bottom of the report to inform that SupportAssist is in the process of updating its
cache of open support cases.
NOTE: By default, the Case List is sorted by Date Opened, in descending order. See Customizing The Case List
Display Data for more sorting options
NOTE: Pre-existing support cases (opened prior to SupportAssist installation), and cases opened by means other
than SupportAssist, do not appear in the Case List report.
NOTE: The Service Contract column in the SupportAssist dashboard displays unknown for all support cases
created prior to the SupportAssist upgrade. Once an alert is received from the device, the Service Contract column
is updated with the appropriate service contract type.
Support case information is automatically available, for Dell OpenManage Essentials-managed Dell PowerEdge, Dell
PowerVault, iDRAC7, and Dell PowerConnect devices with valid service tags, when SupportAssist connects to the Dell
support case and service contract databases over the Internet.
NOTE: If you do not have Internet access, no case information is populated. It is downloaded and displayed when
you next connect to the Internet and open the Case List report.
Once SupportAssist has completed its open support cases update, the Case List displays the current cases.
Customizing The Case List Display Data
The displayed Case List data can be customized by:
• Sorting The Case List Data By Column Name
• Filtering The Case List Data By Column Name And Keyword
• Returning The Case List Data To The Default Sorting
• Setting The Number Of Cases Displayed Per Page
Sorting The Case List Data By Column Name
To sort the case list display data by column name, click any column header.
The report refreshes to display the data in an ascending or descending order of the column header you clicked.
Filtering The Case List Data By Column Name And Keyword
To filter the case list display data by column name and keyword:
1. Select the column name from the Filter By: list.
2. If you are searching for Case Status, Progress, Device Type, or Service Contract, select the search criteria from the
search list.
3. If you are searching for Case Number, Date Opened, Case Title, or Service Tag, type the search keyword in the
search text field.
4. Click Apply Filters.
The report refreshes to display the data according to your criteria. If there are no matches, the following message
is displayed:
No support cases found. Please review your search criteria and try again.
5. To clear the search criteria and try again, click Clear Filters.
The report refreshes to display the default content.
6. Repeat step 2 through step 3.
The report refreshes to display the data according to your criteria.
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