Administrator Guide

The Alert rules page is displayed.
2. In the Inactivity period section, enter the number of days an alert can reside in the queue with no activity.
The alert resides in the queue for the number of days you have entered. After the inactivity period ends, a notification is sent
to the administrator and alert owner, and the alert status is displayed as Overdue in the Last activity column of the Alerts
page. See Alerts overview.
3. In the Technical support alerts section, perform one of the following steps:
● Select Yes to directly forward all technical support alerts to Dell Technologies.
The progress of the alerts that are forwarded to Dell Technologies can be monitored in the Technical Support page.
To view the Technical Support page, from TechDirect, go to Services > Get Support and Replace Parts >
Technical Support.
● Select No, send all alerts to my alerts queue to send all technical support alerts to your TechDirect account. Your
support team can review the alerts and determine if the alerts should be forwarded to Dell Technologies.
4. In the Dispatch Alerts section, perform one of the following steps:
● Select Yes to directly forward all dispatch alerts to Dell Technologies.
The User group management section is displayed. The progress of the alerts that are forwarded to Dell Technologies
can be monitored in the Dispatch Summary page.
To view the Dispatch page, from TechDirect, go to Services > Get Support and Replace Parts > Self-Dispatch.
● Select No, send all alerts to my alerts queue to send all dispatch alerts to your TechDirect account. Your support
team can review the alerts and determine if the alerts should be forwarded to Dell Technologies.
5. If the User group management section is displayed, click Add user group rule.
NOTE: Group rules are used for identifying the address for dispatch. When a SupportAssist alert is forwarded to Dell
Technologies for parts dispatch, the address information in the alert is compared with the configured user group rules. If
a match is found, the address information that is associated with that user group is used for parts dispatch.
The Add user group rule page is displayed.
6. Select the location, country or region, user group, time zone, relationship, and technician, and then click Add rule.
The rule is added, and the Alert rules page is displayed.
7. Click Save.
Integrating SupportAssist alerts with ServiceNow
If your organization uses ServiceNow for IT and Helpdesk management, you can integrate SupportAssist alerts with
your ServiceNow solution. Integration with ServiceNow enables automatic creation of an incident in ServiceNow for your
SupportAssist alerts.
NOTE:
After ServiceNow integration is enabled, SupportAssist alerts cannot be managed using TechDirect. However, you
must use SupportAssist to request a parts dispatch or submit a support request to Dell.
Enable ServiceNow integration
Prerequisites
You must be signed in to TechDirect as a Connect and manage administrator.
Steps
1. From the TechDirect dashboard, go to Connect and manage > Manage your PC fleet > Manage > Settings >
Connectors.
The Connectors page is displayed.
2. From the Select site list, select a site.
3. Clear Inactivate (continue managing SupportAssist Alerts in TechDirect), if selected.
4. For SupportAssist to automatically create an incident in ServiceNow, perform the following steps:
a. Select Use ServiceNow Instance.
b. Enter the ServiceNow instance ID, username, password, and failure notification email address.
Configuring settings
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