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rcholao

10 Posts

29889

July 31st, 2014 09:00

Support Assist

Hi Guys,

Im from Brazil and On Site Enginner for LI clients. I have two questions about Support Assist:

1-) It´s possible to retrieve the old submitted or closed cases for consulting?

2-) It´s possible to alter the trigger time to start a cse to be open?

Thanks in advance,

Regards

Chola

DELL-Prabhat B

24 Posts

July 31st, 2014 22:00

Hi Chola,

Thanks for writing to us and providing your feedback. We'll pass this input to our product marketing team for their prioritization for the upcoming release.

Thanks,

-Prabhat

jbilinski

5 Practitioner

 • 

146 Posts

July 31st, 2014 11:00

Hi Chola

1-) It´s possible to retrieve the old submitted or closed cases for consulting?

SupportAssist will only show current open cases and only show cases that were opened via SupportAssist.

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.

2-) It´s possible to alter the trigger time to start a case to be open?

            I am not sure how this could be done or I don’t understand the question. SupportAssist is an automated system and just reads the qualified alerts from OME every 5 minutes. 

rcholao

10 Posts

July 31st, 2014 12:00

Hi Joe,

Thanks for your response. About the first question, yes, I know this but I think that could be possible to retrieve the closed cases for customer consulting purposes. But I understand that this is not possible after the case was closed in SA.

In the second question the doubt was about the trigger time that start the action to open the case in SA. Now I understand the flow. The SA reads the qualified events from OME every 5 minutes.

Thanks again,

Chola

rcholao

10 Posts

July 31st, 2014 13:00

Joe,

Ok, I understand. But you wrote that is possible to view the closed cases that SA open and close? Thats my doubt I generate a event on a server and SA open and submit the case to TS team. The TS team call me back and close the case and the case was closed on SA and was deleted from the cases list.

I think that a good feature for next versions of SA could be the possibilty to filter the cases with CLOSED status too. Many customers ask me for this feature.

Thanks!

Chola 

jbilinski

5 Practitioner

 • 

146 Posts

July 31st, 2014 13:00

Chola,

Tech Support could look into the history of closed cases for a service tag since they have access to the Delta SR application but it’s outside of SupportAssist functionality. On an application level I’m sure it is possible to view closed cases that SupportAssist has open and closed from SupportAssist. I don’t think they would look back outside of SupportAssist cases. This topic has been mentioned in design meetings in the past so hopefully it will get implemented in a future.  Not sure when I would have to consult the design team on the status but I don’t see it in the next release of v2.0

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