Deployment Guide

Managing SupportAssist alerts in TechDirect
SupportAssist alerts can be managed using your organization's TechDirect account or ServiceNow solution. If you have
configured SupportAssist with your TechDirect account credentials, all alerts are forwarded to your TechDirect account. You
can also integrate ServiceNow with SupportAssist to redirect all alerts to your ServiceNow solution. This section provides
information on managing SupportAssist alerts in TechDirect and integrating ServiceNow with SupportAssist.
NOTE: To view or manage alerts for hardware issues, you must enroll for self-dispatch service in TechDirect.
Topics:
• Configure alert rules in TechDirect
• View SupportAssist alerts in TechDirect
• SupportAssist alerts
• Integrating SupportAssist alerts with ServiceNow
Configure alert rules in TechDirect
Prerequisites
Sign in to TechDirect with Device Management Administrator rights.
About this task
Administrators in your organization can configure rules to determine how SupportAssist alerts are handled in TechDirect. For
example, you can choose to automatically forward all alerts to technical support or have the alerts placed in TechDirect for your
support team to review and determine if the alerts should be forwarded to Dell.
Steps
1. Go to Services > Device Management > Configure Alert Rules
The SupportAssist Alerts page is displayed.
2. Click Configure your Alert Rules.
The Configure SupportAssist Rules page is displayed.
3. In the Inactivity Period section, enter the number of days an alert can reside in the queue with no activity.
4. In the Technical Support Alerts section, perform one of the following steps:
● Select Yes to directly forward all technical support alerts to Dell.
● Select No, send all into SupportAssist 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.
5. In the Dispatch Alerts section, perform one of the following steps:
● Select Yes to directly forward all parts dispatch alerts to Dell.
The Group Management section is displayed.
● Select No, send all into SupportAssist Alerts queue to send all parts dispatch alerts to your SupportAssist alerts
queue. Your support team can review the alerts and determine if the alerts should be forwarded to Dell.
6. If the Group Management section is displayed, click ADD GROUP RULE.
NOTE:
Group rules are used for identifying the address where the dispatched parts should be sent. When a
SupportAssist alert is forwarded to Dell for parts dispatch, the address in the alert is compared with the addresses that
are defined in the group rules. If there is a match, the address information associated with that group rule is used to
identify the address where the dispatched parts should be sent.
7. In the Multi-Branch Default window, select an asset group, perform the following steps and click SAVE.
a. From the Select Group list, select an asset group.
4
Managing SupportAssist alerts in TechDirect 17