SupportAssist for Business PCs on Latitude Chromebook Administrator Guide December 2020 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2019 - 2020 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Chapter 1: Introduction................................................................................................................. 4 Release version.................................................................................................................................................................... 4 Audience..............................................................................................................................................................................
1 Introduction SupportAssist is a proactive and predictive technology that provides automated technical support for your Dell systems. When deployed, SupportAssist monitors each system and proactively detects hardware issues. Depending on your service plan, when an issue is detected, SupportAssist automatically opens a support case with technical support and sends you an email notification.
SupportAssist in TechDirect TechDirect enables you to download a customized JSON file. The JSON file is associated with your TechDirect account and can be used to deploy the SupportAssist configuration on your Dell systems. After deployment, you can manage the SupportAssist configuration for all the systems or for systems in a specific device group in TechDirect.
Additional resources ● For information about enrolling your organization, managing SupportAssist alerts, and parts dispatch requests in TechDirect, go to www.techdirect.com. ● For information about SupportAssist, go to https://www.dell.com/supportassist. ● For questions about SupportAssist, go to the Dell SupportAssist Community. ● To access other SupportAssist documents, go to https://www.dell.com/serviceabilitytools.
2 Configuring and deploying SupportAssist SupportAssist is preinstalled on systems with the Google Chrome operating system. However, you must configure and then deploy the SupportAssist configuration on target systems to enable automatic monitoring and also to manage SupportAssist alerts from TechDirect.
Preferences SupportAssist enables you to perform automated and manual tasks on the systems on which SupportAssist is deployed. System users can perform manual tasks on the system only if the SupportAssist user interface is enabled. However, automated tasks are performed on the systems even if the SupportAssist user interface is not enabled. For information about using the SupportAssist user interface, see the SupportAssist for Business PCs on Latitude Chromebook User's Guide available at https://www.dell.
Deploy SupportAssist configuration Prerequisites ● You must have a Google Admin Console account. ● The target systems must meet the network requirements for SupportAssist. See Network requirements on page 5. ● Ensure that the Chrome devices are enrolled in the Google Admin Console. For information about manually enrolling Chrome devices, see Enroll Chrome devices. NOTE: If the Chrome devices are not enrolled, they are not displayed in the Google Admin Console. Steps 1.
7. From the list, select From a custom URL. 8. Enter the SupportAssist Chrome app Extension ID and URL, and click SAVE. To copy the Extension ID and URL, go to Devices > Chrome > Settings > Device > Other settings > Dell SupportAssist. Results When users log in to their Chrome devices, SupportAssist is automatically installed on the device. To start using SupportAssist, open the SupportAssist application from the launcher.
3 Managing your assets After you deploy SupportAssist, the system details are automatically collected and displayed in the Manage Assets page in TechDirect. Use the Manage Assets page to organize your assets into groups and to integrate your SupportAssist alerts with ServiceNow. NOTE: You require Device Management Administrator rights to manage your assets in TechDirect.
Table 4. My Assets (continued) Column Description Product Type Type of the asset. Model Model number of the asset. Warranty Plan Service plan of the asset. Expiration Date Date on which the service plan expires. Version Version of SupportAssist installed on the system. IP Address IP address of the asset. Hostname Hostname of the asset. SupportAssist Contact Contact details for SupportAssist Alert Status Status of the asset when the alert was received.
Create dispatch request Create dispatch requests for parts in case of a hardware failure. Prerequisites Sign in to TechDirect with Device Management Administrator or Device Management Technician rights. Steps 1. Go to Services > Device Management > Manage Assets. The My Assets page is displayed. 2. Select a site, and if required, select a group. 3. Select the asset for which you want to create a dispatch request. 4. Click CREATE DISPATCH. The Create Dispatch Request page is displayed. 5.
2. Select a site, and if required, select a group. 3. Select the asset for which you want to review the warranty status. 4. Click and click REVIEW WARRANTY NOW. The Check Warranty Status page is displayed. 5. Verify the Service Tag of the asset and click VALIDATE. Download asset inventory data Prerequisites Sign in to TechDirect with Device Management Administrator or Device Management Technician rights. Steps 1. Go to Services > Device Management > Manage Assets. The My Assets page is displayed. 2.
Create asset group Create groups to organize assets based on your requirement. Prerequisites Sign in to TechDirect with Device Management Administrator rights. Steps 1. Go to Services > Device Management > Manage Assets. 2. Click Organize Assets and Groups. 3. Click CREATE GROUP. The Create a New Group window is displayed. 4. Select a site and enter a group name. 5. To move assets to the group, select Yes and select the assets that you want to move to the group. 6. Click CREATE.
3. From the Select Site list, select the site. 4. Locate the row where the details of the asset site or group that you want to update are listed, click , and click Edit. 5. Edit the site or group name, and click SAVE. Delete asset group Prerequisites ● Ensure that the group that you want to delete does not contain any assets. To delete a group that has assets in it, move the assets to another group. See Move assets between existing groups on page 15.
4 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.
b. From the Select Relationship list, select a relationship. c. From the Select Time Zone list, select a time zone. d. From the Select Technician list, select a support technician. 8. Click SAVE ALERT RULES. View SupportAssist alerts in TechDirect When an issue is detected on the systems that are monitored using SupportAssist, an alert is automatically created in TechDirect. Prerequisites Sign in to TechDirect with Device Management Administrator or Device Management Technician rights.
Table 5. SupportAssist Alerts (continued) Name Description Actions Click to view actions available for the alert. Users with Device Management Technician rights may: ● ● ● ● Take ownership of the case Update the case details Close the case Forward the case to Dell NOTE: Users with Device Management Administrator rights can perform all the actions available for users with the Device Management Technician rights. An administrator can also assign a case to one of their technicians.
Steps 1. Go to Services > Device Management > Manage Assets. The Manage Assets page is displayed. 2. Click Integrate with ServiceNow. The ServiceNow Case Management Integration page is displayed. 3. From the Select SupportAssist Site list, select a site. NOTE: The site displayed in the Select SupportAssist Site list is the company name that you entered for the SupportAssist configuration file.
5 Data collected by SupportAssist The data that is required for troubleshooting an issue is automatically collected from the system by SupportAssist and is sent securely to Dell technical support. This data enables Dell to provide you an enhanced, efficient, and accelerated support experience. The following table lists the data that is collected from various components of your system: Table 7.
Table 7.
Table 8.
