Administrator Guide

Table 11. SupportAssist Alerts (continued)
Name Description
Actions Click to view actions available for the alert. Users with Device
Management Technician rights may:
● Take ownership of the case
● Update the case details
● Close the case
● Forward the case to Dell
NOTE: Users with Device Management Administrator
rights can perform all the actions available for users with
the Device Management Technician rights. An
administrator can also assign a case to one of their
technicians.
SupportAssist alert actions
You can take action on the alerts that are created by SupportAssist through TechDirect. The following table describes the
actions available for alerts that are created by SupportAssist.
Table 12. Alert actions
TechDirect account
type
Available actions Description
Device Management
Administrator
Assign Case Assigns a technician as the owner of a case. May also be
used to reassign to another Device Management Technician.
Device Management
Administrator and Device
Management Technician
Take Ownership Individual technicians under a TechDirect account can see all
SupportAssist alerts. A technician may take ownership of an
alert. A technician cannot reassign alerts, only the
administrator for the account can reassign alerts.
Update Displays the Details page that enables you to add a note or
an attachment about the alert.
Close Case Closes the case. Both you and Dell cannot take any further
actions on the alert.
Forward To Dell EMC Forwards the support request to technical support. You can
continue to monitor progress from either the Technical
Support page or Dispatch Summary page in TechDirect.
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 TechDirect to request a parts dispatch or submit a support request to Dell.
Enable ServiceNow integration
Prerequisites
Sign in to TechDirect with Device Management Administrator rights.
Managing SupportAssist alerts in TechDirect
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