Reference Guide

7 SupportAssist Enterprise: Alert Policy | A00
Alert threshold
The SupportAssist Enterprise alert threshold specifies the criteria that must be satisfied for a support case to
be created (or appended) in the Dell EMC Technical Support case management system.
Currently, there are two types of policies for determining the criteria for creating or appending a support case:
 First occurrence policies – These policies create or append a support case each time a specific alert is
detected
 Repeat occurrence policies – These polices create or append a support case when a specific alert is
detected a specific number of times within a specific duration
SupportAssist Enterprise processes all alerts from OpenManage Essentials and SCOM, but a support case is
created only if:
 SupportAssist Enterprise policies qualify the alert for creating a support case
 SupportAssist Enterprise is configured correctly to automatically create support cases
 The Service Tag has an active ProSupport, ProSupport Plus, ProSupport Flex for Data Center, and
ProSupport One for Data Center service entitlement at the time of the alert
For SupportAssist Enterprise to create a support case, the alert must match a criteria in the alert policy
defined in SupportAssist Enterprise. Dell EMC may change a policy for a specific alert within the alert policy
for either the SupportAssist Enterprise application or the back-end infrastructure at Dell EMC. This may be
done from time to time, as Dell EMC Technical Support and Engineering continue to incorporate experience
from support case data with all customers. The alert policy is global and is not configurable. To ensure that
SupportAssist Enterprise is up-to-date with the latest alert policy, it is necessary that the policy file update is
enabled in the SupportAssist Enterprise Settings > Preferences page.
First occurrence policies
The first occurrence policies represent all hardware-related events. These events can be characterized as
follows:
 Hardware issues that impact you from accessing applications or data
 Hardware issues that require a part replacement
 Hardware issues that may result in your data being lost or corrupted
 Violation of critical threshold values for sensors (fan, temperature, power, and so on)