Users Guide

The following table describes the support case information for your Dell EMC devices that are monitored by SupportAssist
Enterprise, as displayed in the Cases page.
Table 40. Cases page
Column name Description
Check box Use to select a support case for performing case management actions.
NOTE: The check box is displayed only for cases that were automatically created by
SupportAssist Enterprise.
Name/IP Address The name, host name, or IP address depending on the information you have provided for the device.
The device name is displayed as a link that you can click to open the Devices page.
Number The numeric identifier that is assigned to the support case.
Status The current state of the support case. The status of a support case may be:
● Submitted—SupportAssist Enterprise has submitted the support case.
● Open—Technical Support has opened the submitted support case.
● In Progress—Technical Support is working on the support case.
● Customer Deferred—Technical Support has deferred the support case at the customer’s
request.
● Reopened—The support case was previously closed, and has been reopened.
● Suspended—Technical Support has suspended activities that are related to the support case
for 24 hours based on your request.
● Closure Requested—You have requested Technical Support to close the support case.
● Closed—The support case is closed.
● Not Applicable—An issue was detected by SupportAssist Enterprise, but a support case was
not created because the device has either an expired warranty or Basic Hardware warranty.
● Unavailable—The support case status could not be retrieved from Dell EMC.
● Unknown—SupportAssist Enterprise is unable to determine the status of the support case.
Title The support case name, which identifies:
● Support case generation method
● Device model
● Device operating system
● Alert ID, if available
● Alert description, if available
● Warranty status
● Resolution description
Date Opened The date and time when the support case was opened.
Service Contract The Dell EMC service contract level under which the device is covered. The Service Contract
column may display:
● Unknown—SupportAssist Enterprise cannot determine the service contract.
● Invalid Service Tag—The Service Tag of the device is invalid.
● No Service Contract—This device is not covered under a Dell EMC service contract.
● Expired Service Contract—The service contract of the device has expired.
● Basic Support—The device is covered under a Dell EMC Basic Hardware service contract.
● ProSupport—The device is covered under a Dell EMC ProSupport service contract.
● ProSupport Plus—The device is covered under a Dell EMC ProSupport Plus service contract.
● ProSupport Flex for Data Center—The device is covered under a ProSupport Flex for Data
Center service contract.
● ProSupport One for Data Center Or ProSupport Flex for Data Center—The device is
covered under a ProSupport One for Data Center Or ProSupport Flex for Data Center service
contract.
Service Tag A unique, alphanumeric identifier that allows Dell EMC to individually recognize each Dell EMC
device.
174 SupportAssist Enterprise user interface