Users Guide

Configure alert rules in TechDirect
About this task
Administrators in your organization can configure rules to determine how alerts created by SupportAssist are handled by the
TechDirect portal. For example, you can choose to automatically forward all alerts to technical support or have the alerts placed
in your SupportAssist alert queue for your support team to review and determine if the alert should be forwarded to Dell EMC.
Steps
1. Go to https://www.TechDirect.com.
The TechDirect home page is displayed.
2. Click Sign In, and then type your TechDirect user name and password.
The TechDirect Dashboard is displayed.
3. From the Services menu, click SupportAssist.
The SupportAssist page is displayed.
4. In the Configure Rules gadget, click Configure.
The Configure SupportAssist Alert Rules page is displayed.
5. In the Inactivity notification alert period field, type the desired duration.
6. For the Automated technical support case requests? option, select one of the following:
● Select Yes to directly forward all technical support alerts to Dell EMC.
● Select No to send all technical support alerts to your company’s SupportAssist Enterprise alerts queue for review by your
support team to determine if the alert should be forwarded to Dell EMC.
7. For the Auto-forward all Dispatch alerts to Dell? option, select one of the following:
● Select Yes to directly forward all parts dispatch alerts to Dell EMC.
● Select No to send all parts dispatch alerts to your company’s SupportAssist Enterprise alerts queue for review by your
support team to determine if the alert should be forwarded to Dell EMC.
The Group Management section is displayed if you have chosen to forward all parts dispatch alerts to Dell EMC.
8. Click Add Group Rule.
The group rules are used to identify the address where dispatched parts should be sent. Whenever a SupportAssist
Enterprise alert is forwarded to Dell EMC for parts dispatch, the address in the alert is compared with the addresses 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.
9. On the Add Group Rule page, select one of the following options:
● By Country—to route all auto-dispatches from a country to a specific address.
● By State/Province—to route all auto-dispatches from a state or province to a specific address.
● By City—to route all auto-dispatches from a city to a specific address.
● By ZIP/Postal Code—to route all auto-dispatches with a ZIP/Postal Code to a specific address.
10. Enter the required details based on the option that you have selected in Step 8 and click Save Rule.
11. Click Save Alert Rules.
View SupportAssist Enterprise alerts in TechDirect
About this task
You can view SupportAssist Enterprise alerts in TechDirect after you set up TechDirect to receive alerts.
Steps
1. Go to https://www.TechDirect.com.
The TechDirect home page is displayed.
2. Click Sign In, and then type your TechDirect user name and password.
The TechDirect Dashboard is displayed.
3. From the Services menu, click SupportAssist.
The SupportAssist page is displayed.
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Managing SupportAssist Enterprise alerts in TechDirect