User's Manual

Case List
The Case List is the default SupportAssist dashboard view. You can filter the cases that are displayed by
selecting an option from the Filter By drop-down box. The icon enables you to refresh the cases that
are displayed.
The following table describes the automatically-generated support case information for your supported
Dell devices, as displayed in the Case List page.
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:
• Case generation method
• Device model
• Device operating system
• Alert ID, if available
• Alert description, if available
• Warranty status
• Resolution description
Collection Status The current support case progress status. The progress status may be:
• Installing Collection Tool — Installation or update of the collection tool is in
progress.
• Collection Tool Installation Is Unsuccessful — Installation of the collection
tool is unsuccessful.
• Collection Tool Is Not Available — The collection tool is either not installed or
manually uninistalled.
• 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.
52