Alert Management

You can manage alerts generated by SupportAssist manually, or you can forward the alerts to Dell or to a configured external solution. To view the alert details and manage them manually, go to the Alerts page in TechDirect.

Click "Configure your alert rules"

Tip! You must be signed in to TechDirect as a Connect and manage administrator to set the alert rules.

From the dropdown select if you want to set a standard for all PCs or only for a particular group(s).

In the Inactivity period section, enter the number of days an alert can reside in the queue with no activity.\ The alert resides in the queue for the number of days you have entered. After the inactivity period ends, a notification is sent to the administrator and alert owner, and the alert status is displayed as Overdue in the Last activity column of the Alerts page.

Technical support alerts are the alerts that are created for issues that may need further troubleshooting on your PCs. If required, the technical support agent contacts the PC user to understand and resolve the issues. - Select **[[Keep them in the Alerts page]]** to retain the alerts in the [[Alerts]] page. You can review and take various actions on the alert. See [Alert actions](https://www.dell.com/support/manuals/en-us/supportassist-business-pcs/sab_winos_ag/alert-actions?guid=guid-7d1f46b1-6701-4f6e-bf5e-fe00bf6d165d&lang=en-us).

From the dropdown select "Forward them to another solution" to send all technical support alerts to the configured external solution.

Dispatch alerts are the alerts that are created for issues with a broken part or component. This issue may require shipment of a replacement part. Select Keep them in the Alerts page to retain the alerts in the Alerts page. You can review and take various actions on the alert. See [alert actions](https://www.dell.com/support/manuals/en-us/supportassist-business-pcs/sab_winos_ag/alert-actions?guid=guid-7d1f46b1-6701-4f6e-bf5e-fe00bf6d165d&lang=en-us).

Dispatch alerts are the alerts that are created for issues with a broken part or component. This issue may require shipment of a replacement part. Select "Forward them to another solution to send" all technical support alerts to the configured external solution.

Click "Add user group rule"

Group rules are used for identifying the address for dispatch. When a SupportAssist alert is forwarded to Dell Technologies for parts dispatch, the address information in the alert is compared with the configured user group rules. If a match is found, the address information that is associated with that user group is used for parts dispatch.\ \ Select the location, region, user group, time zone, relationship, and technician, and then click "Create".

Click "Save" and go back to the "Alerts" page under the Manage dropdown chevron.

Click "Alerts" to open the Alerts section.

Select the sites & groups you want to see the alerts from the dropdown.

From the "Show" drop down menu select what alerts you want to see.

Select the alert you want to view from the dashboard.

Click the hyperlinked "Alert number" to view the alert.

In the "Details" section view the reason for the alert and next steps.

Click "Activity history" to view activities associated with the alert.

Click "Change ownership" to assign the alert to a different TechDirect administrator or technician, or choose to take ownership of the alert.

Click "Take ownership" if you want the alert assigned to you or click "Assign ownership" and select a user account from the drop down. Click "Assign" to finish your selection.

Click "Add notes" to write any comments or special instructions.

Input your notes, comment or special instructions. For example, if you need a replacement part sent to an address different than the one associated with your site, you can do that here. Example: An employee is attending a conference and needs a replacement battery. You can tell Dell tech support to send it to their hotel. (If you select to forward to the alert to Dell). Click "Add".

Click "Forward To Dell" if you want the alert to be routed to Dell support. You can also forward to ServiceNow by click the "Forward to ServiceNow" button.

Add in the primary contact, secondary contact, and shipping address. Either add in new contact info or select from preexisting profiles in TechDirect. Select "Submit".

You have successfully navigated an alert flow!