TechDirect User's Guide for ProSupport Plus Reporting

TechDirect User's Guide for ProSupport Plus Reporting

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. Copyright 2017 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries. Other trademarks may be trademarks of their respective owners. 2017-11 Rev. A00

Contents 1 Introduction...5 Features of ProSupport Plus reporting... 5 Other related resources...5 2 Getting started with ProSupport Plus reporting...7 Requirements for accessing ProSupport Plus reporting... 7 Requirements for receiving reports...7 Getting started with assistance from your TSM... 7 Getting started by yourself... 8 SupportAssist service roles...9 3 Managing your assets...10 Accessing manage assets page... 10 Manage assets options... 10 Sites and device groups...11 Manage assets page... 11 Managing your sites and devices...12 Creating a new site...12 Adding devices to a site... 12 Organizing device groups... 16 Creating a device group...16 Moving devices from one device group to another...16 Deleting device group...17 Viewing pending devices...17 Pending devices data... 17 Viewing errors... 18 Errors data... 18 Using Actions... 19 Reviewing the warranty...19 Creating a service request...19 Creating a parts dispatch...19 Checking the parts dispatch status...19 4 Accessing your reports... 20 Accessing ProSupport Plus reporting dashboard... 20 ProSupport Plus reporting dashboard...20 Accessing device reports...21 Device reports...21 Filtering device reports...21 Clearing device report filters...22 Install base data...22 Accessing service request reports...22 Contents 3

Service request reports...23 Filtering service requests based on date range...23 Incident report data for all incidents... 23 Incident report data for dispatch incidents...24 Accessing recommendations reports... 25 Recommendation reports... 25 Filtering all recommendations reports by device type...25 Filtering specific recommendation reports...26 ProSupport Plus recommendations data... 26 Viewing all updates available for a Service Tag...27 Downloading updates for a device...27 Accessing alert reports...27 Alert reports...27 Viewing alert reports based on a specific duration...28 Filtering alert reports... 28 Alerts data...28 Defining your view... 29 Clearing a specific definition...29 Clearing all definitions...30 Creating custom view...30 Accessing custom view...30 Clearing custom view... 30 Switching between chart and data view... 30 Viewing your TSM contacts... 31 Viewing your open service requests...31 Viewing your open dispatch requests...31 Viewing your SupportAssist alerts...31 5 Working with your asset and report data... 32 Searching specific data... 32 Exporting data... 32 Setting column preferences...32 Setting the number of items displayed per view...33 6 Accessing exported data...34 Viewing exported data...34 Exported data...34 Downloading exported data...35 7 Managing users...36 Adding new users to TechDirect... 36 Adding existing users to SupportAssist roles... 36 8 Getting help...38 Submitting request for assistance... 38 A Glossary... 39 4 Contents

1 Introduction The ProSupport Plus for Enterprise support offer combines expertise, technology, and analytics to proactively improve the performance and stability of your critical systems. With ProSupport Plus, you receive reports through the Dell EMC TechDirect portal. The reports help you plan your service contract renewals, detect health trends, identify potential issues, and keep your systems secure and healthy. For more information on TechDirect, visit Dell.com/TechDirect. To receive the full set of ProSupport Plus reporting features, you need SupportAssist. This technology enables firmware and software revision recommendations and utilization recommendations, including volume and capacity summary and review. For more information on SupportAssist, visit Dell.com/SupportAssist. The ProSupport Plus reporting features are also available for systems with a ProSupport One service plan. To enable reporting, one or more of your systems must have a ProSupport Plus or ProSupport One service plan. For systems with a ProSupport service plan, service request and parts dispatch trends are available in the report. For systems with a Basic service plan, only the service plan information is available. This document provides information on using TechDirect to access the ProSupport Plus reporting features. Topics: Features of ProSupport Plus reporting Other related resources Features of ProSupport Plus reporting On-demand availability and near real-time updates Customizable reports that include the information most important to you Support and replacement part request historical trends by volume, rate, product, and age Revision recommendations with proactive notification of software and firmware revisions, enabled by SupportAssist View proactive and predictive alerts received from SupportAssist Device grouping options, including by product or service plan Exportability of reports for easy integration into your reporting and analytics systems SupportAssist connectivity status snapshot NOTE: ProSupport Plus reporting is currently available only for server, storage, and networking devices. Other related resources In addition to this document, you can access the following related documentation at Dell.com/Serviceability Tools: SupportAssist Enterprise User s Guide Provides information on installing, configuring, and using SupportAssist Enterprise for monitoring server, storage, and networking devices. You can also find information on managing SupportAssist Enterprise alerts and service requests in TechDirect. SupportAssist Enterprise Support Matrix Provides the list of devices that are supported by SupportAssist Enterprise. SupportAssist Enterprise Reportable Items Provides the list of attributes that are collected and sent to Dell EMC from different device types. Introduction 5

You can also learn about the key tools and functions of TechDirect at the Info Center and the TechDirect Self-Service Portal. 6 Introduction

Getting started with ProSupport Plus reporting 2 You can access ProSupport Plus reporting in TechDirect after the feature is enabled for your company by your Dell EMC Technology Service Manager (TSM). Topics: Requirements for accessing ProSupport Plus reporting Requirements for receiving reports Getting started with assistance from your TSM Getting started by yourself SupportAssist service roles Requirements for accessing ProSupport Plus reporting Internet connectivity A TechDirect Administrator or Technician account Web browser: Microsoft Internet Explorer 11 Microsoft Edge Google Chrome Mozilla Firefox Requirements for receiving reports SupportAssist Enterprise must be installed at your premises and configured to send system state information from your devices to Dell EMC At least one of your systems must have a ProSupport Plus or ProSupport One service plan NOTE: For systems with a ProSupport service plan, only support request and parts dispatch trend is available. NOTE: For systems with a Basic service plan, only the service plan information is available. Getting started with assistance from your TSM You can access your reports through the TechDirect portal after ProSupport Plus reporting is enabled by your TSM. After ProSupport Plus reporting is enabled, an email notification is sent automatically to your company's primary contact. 1 Open the email notification that you received and click the appropriate link. The TechDirect portal opens in a new web browser window. 2 If you already have a TechDirect account, click Sign In and perform the following steps. Getting started with ProSupport Plus reporting 7

a b Type your TechDirect Administrator account email address and password in the appropriate fields. Click Sign In. 3 If you do not have a TechDirect account, perform the following steps. a b c d e f Click Register. The Registration page is displayed. Enter your first name, last name, email address, and company name in the appropriate fields. Select your country. In Account Information, select your preferred language and time zone. Read the TechDirect Terms of Use and select Yes, I agree to the TechDirect Terms of Use. Enter the Security Check text in the appropriate box and click Submit. The Registration Complete page is displayed, and the registration confirmation is sent to your email address. 4 Perform one of the following: Click Reports > ProSupport Plus / One. Click Services > SupportAssist. The SupportAssist Enrollment page is displayed. 5 Read the SupportAssist Terms and Conditions and select I have read and understood these terms and conditions, and I am authorized to accept these terms. 6 Click Submit. You can start managing your assets, view the SupportAssist alerts, and access the ProSupport Plus reporting features in TechDirect. NOTE: If you experience issues with accessing your reports, contact your TSM or submit a request for assistance. For instructions to request assistance, see Submitting request for assistance. Next step To manage your assets, see Managing your assets. To set up TechDirect to receive SupportAssist alerts from your premises, follow the instructions in Adding devices to a site and Adding devices to a site using an existing SupportAssist Enterprise installation. To access your reports, see Accessing your reports. Getting started by yourself When you get started by yourself, you can manage your assets and view the SupportAssist alerts in TechDirect. Access to your reports is available only after ProSupport Plus reporting is enabled by your TSM. NOTE: If your company does not have a TSM, follow the instructions in Submitting request for assistance to submit a request for enabling reporting. 1 Visit TechDirect.com. 2 If you already have a TechDirect account, click Sign In and perform the following steps. a b Type your TechDirect Administrator account email address and password in the appropriate fields. Click Sign In. 3 If you do not have a TechDirect account, perform the following steps. a b c d e f Click Register. The Registration page is displayed. Enter your first name, last name, email address, and company name in the appropriate fields. Select your country. In Account Information, select your preferred language and time zone. Read the TechDirect Terms of Use and select Yes, I agree to the TechDirect Terms of Use. Enter the Security Check text in the appropriate box and click Submit. The Registration Complete page is displayed, and the registration confirmation is sent to your email address. 8 Getting started with ProSupport Plus reporting

4 Point to Services and click SupportAssist. The SupportAssist Enrollment page is displayed. 5 Read the SupportAssist Terms and Conditions and select I have read and understand these terms and conditions, and I am authorized to accept these terms. 6 Click Submit. You can start managing your assets by accessing the Services > SupportAssist > Alerts & Assets tab. Next step To manage your assets, see Managing your assets. To set up TechDirect to receive SupportAssist alerts from your premises, follow the instructions in Adding devices to a site and Adding devices to a site using an existing SupportAssist Enterprise installation. SupportAssist service roles Access to the SupportAssist service available in TechDirect is managed by SupportAssist user roles. The two roles that manage access to SupportAssist services are: SupportAssist Administrator Members of this group have rights to manage assets and users, view SupportAssist alerts, and access reports. SupportAssist User Members of this group can only view the assets, SupportAssist alerts, and reports. By default, your contact who enrolls for the SupportAssist service is assigned the SupportAssist Administrator role. TechDirect Administrators or SupportAssist Administrators can add or change the role of a user at any time. For information on adding users, see Managing users. Getting started with ProSupport Plus reporting 9

3 Managing your assets The Manage Assets page enables you to manage your devices that are present across one or more sites. From the Manage Assets page, you can add sites or devices and organize devices into groups. NOTE: You require SupportAssist Administrator rights to manage your assets in TechDirect. Topics: Accessing manage assets page Manage assets options Sites and device groups Manage assets page Managing your sites and devices Organizing device groups Viewing pending devices Viewing errors Using Actions Accessing manage assets page Prerequisite You must have SupportAssist Administrator or SupportAssist Technician rights. 1 Log in to TechDirect. 2 Click Services > SupportAssist. The Alerts & Assets tab is displayed. 3 If you have multiple accounts, select an account from the Select Account list. 4 On the Manage Assets gadget, click Manage. The Manage Assets page is displayed. Manage assets options You can use the following links that are available on the Manage Assets page to perform various actions. Manage Sites and Devices Use to add a site, add devices, or move devices. Organize Device Groups Use to create or delete a group and to move devices across groups. Pending Devices Use to view devices that are pending verification before they can be added. Show Errors Use to view issues that have occurred while managing devices. You can filter the information that is displayed on the Manage Assets page based on your requirement. For instructions to filter the information, see Defining your view. 10 Managing your assets

Sites and device groups The following table provides information on sites and device groups. Table 1. Sites and device groups Sites A site is a high-level logical isolation of your assets based on a physical location. If ProSupport Plus reporting is enabled by your TSM, your sites may already be present with assets. If necessary, either the SupportAssist Administrator or your TSM can create a site and add devices to the site. Device Groups A device group is a logical group of assets within a site. By default, your site does not contain any device groups. Creating device groups enables you to organize your assets in your reports. reports. For example, you may want to create a device group for devices that are managed by a specific administrator. You can create one or more device groups within a site. A device group can only contain assets from a single site. Related link Creating a new site Creating a device group Manage assets page The following table describes the information that is displayed on the Managed Assets page. Table 2. Manage Assets Column Site Group Region Service Tag Description Name of the site to which the device is assigned. Group to which the device is assigned. Region where the device is present. Unique identifier of the device. NOTE: The Service Tag column displays the device is managed by SupportAssist. icon if the Product Type Model Warranty Plan Expiration Date Last Contact Alert Status Actions Type of the device. Model number of the device. Service plan of the device. Date on which the service plan expires. Date on which the alert was received. Status of the device when the alert was received. Provides options to: Check the service plan status. Create a service request. Create a parts dispatch. Search and verify the status of parts dispatch. Managing your assets 11

Managing your sites and devices Using the Manage Sites and Devices option, you can: Create a new site Add devices to a site Move devices from one site to another site Delete a site Creating a new site Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. 1 On the Manage Assets page, click Manage Sites and Devices. The Manage Sites and Devices window is displayed. 2 In the What would you like to do? section, click Create a new site. The Create a New Site window is displayed. 3 Enter the site name and click Next. The Adding Devices to Site page is displayed. 4 Follow step 4 in Adding devices to site. Your site is created, but the device addition capability is enabled only after 24 hours. A notification is sent to your Message Center after the device addition capability is enabled. NOTE: If site creation is unsuccessful, a notification is sent to your Message Center. The issue is also logged in the Errors window. For instructions to view errors, see Viewing errors. Related link Sites and device groups Adding devices to a site Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. 1 In the Manage Assets page, click Manage Sites and Devices. 2 In the What would you like to do? section, click Add new devices to a site. The Add Devices to Site window is displayed. 3 From the Select a Site list, select the appropriate site. 4 Select a method to connect to your devices: Connect to an existing SupportAssist for Enterprise installation. For further instructions, see Adding devices to a site using an existing SupportAssist for Enterprise installation. Connect using my customer number. For further instructions, see Adding devices to a site using your customer number. Connect using my order number. For further instructions, see Adding devices to a site using your order number. Connect using my Service Tag. For further instructions, see Adding devices to a site using Service Tag. 12 Managing your assets

Adding devices to a site using an existing SupportAssist Enterprise installation Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. 1 Select a site from the Select Sites list. 2 Select Connect to an existing SupportAssist Enterprise installation. 3 Select Single or Multiple depending on the number of devices that you want to add. 4 If you selected Single: a Enter the SupportAssist Enterprise registration ID in the appropriate field. b Enter the Service Tag of a device in the appropriate field. c From the Validate with list, select Phone Number or Email, and enter the appropriate details. 5 If you selected Multiple: a Click Download CSV template. b Open the CSV template and enter the SupportAssist Enterprise registration ID and Service Tag. c Enter one of the following: phone number or email address. d Save the CSV file. e Click Choose file, browse to select the CSV file, and click Open. 6 Click Finish. Your devices are added to the site within 24 hours and are displayed on the Manage Assets page. NOTE: If device addition is unsuccessful, a notification is sent to your Message Center. The issue is also logged in the Errors window. For instructions to view errors, see Viewing errors. If necessary, you can submit a request for assistance. For instructions to request assistance, see Submitting request for assistance. Adding devices to a site using customer number Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. 1 Select a site from the Select Sites list. 2 Select Connect using my customer number. 3 Select Single or Multiple depending on the number of devices you want to add. 4 If you selected Single: a Enter the customer number in the appropriate field. b Enter the Service Tag of a device in the appropriate field. c From the Validate with list, select Phone Number, Postal Code or Last Name, and enter the appropriate details. d Enter the email address in the appropriate field. 5 If you selected Multiple: a Click Download CSV template. b Open the CSV template and enter the customer number, Service Tag, and email address. c Enter one of the following: Phone number, postal code, or last name. d Save the CSV file. e Click Choose file, browse to select the CSV file, and click Open. 6 Click Finish. Your devices are added to the site within 24 hours and are displayed on the Manage Assets page. Managing your assets 13

NOTE: If device addition is unsuccessful, a notification is sent to your Message Center. The issue is also logged in the Errors window. For instructions to view errors, see Viewing errors. If necessary, you can submit a request for assistance. For instructions to request assistance, see Submitting request for assistance. Adding devices to a site using order number Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. 1 Select a site from the Select Sites list. 2 Select Connect using my order number. 3 Select Single or Multiple depending on the number of devices you want to add. 4 If you selected Single: a b c d Enter the Dell order number in the appropriate field. Enter the Service Tag of a device in the appropriate field. From the Verify with list, select Dell Purchase ID, Link Number, or PO Number, and enter the appropriate details. From the Validate with list, select Company Name or Postal Code, and enter the appropriate details. 5 If you selected Multiple: a b c d e f 6 Click Finish. Click Download CSV template. Open the CSV template and enter the order number and Service Tag. Enter one of the following: Dell Purchase ID, link number, or PO number. Enter one of the following: Company name or postal code. Save the CSV file. Click Choose file, browse to select the CSV file, and click Open. Your devices are added to the site within 24 hours and are displayed on the Manage Assets page. NOTE: If device addition is unsuccessful, a notification is sent to your Message Center. The issue is also logged in the Errors window. For instructions to view errors, see Viewing errors. If necessary, you can submit a request for assistance. For instructions to request assistance, see Submitting request for assistance. Adding devices to a site using Service Tag Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. 1 Select a site from the Select Sites list. 2 Select Connect using my Service Tag. 3 Select Single or Multiple depending on the number of devices you want to add. 4 If you selected Single: a Enter the Service Tag in the appropriate field. b From the Verify with list, select Dell Customer Number or Dell Order Number, and enter the appropriate details. c From the Validate with list, select Phone Number or Postal Code, and enter the appropriate details. 5 If you selected Multiple: a Click Download CSV template. b Open the CSV template and enter the Service Tag. c Enter one of the following: Order number or customer number. d Enter one of the following: Phone number or code. 14 Managing your assets

e f 6 Click Finish. Save the CSV file. Click Choose file, browse to select the CSV file, and click Open. Your devices are added to the site within 24 hours and are displayed on the Manage Devices page. NOTE: If device addition is unsuccessful, a notification is sent to your Message Center. The issue is also logged in the Errors window. For instructions to view errors, see Viewing errors. If necessary, you can submit a request for assistance. For instructions to request assistance, see Submitting request for assistance. Moving devices from one site to another Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. 1 On the Manage Devices page, click Manage Sites and Devices. The Manage Sites and Devices window is displayed. 2 In the What would you like to do? section, click Move devices to existing or new site. The Move Device to Different Site window is displayed. 3 Select the site from which you want to move the devices. 4 (Optional) If you want to move the device to a device group within the site, select a group from the To Group list. 5 Select the devices that you want to move to the other site. 6 Click Move. The selected devices are moved to the target site within one business day. NOTE: If an issue occurs during movement of devices, the issue is logged in the Errors window. For instructions to view errors, see Viewing errors. If necessary, you can submit a request for assistance. For instructions to request assistance, see Submitting request for assistance. Deleting a site Prerequisites The site that you want to delete must not contain any devices. You must be logged in to TechDirect with SupportAssist Administrator rights. 1 On the Manage Devices page, click Manage Sites and Devices. The Manage Sites and Devices window is displayed. 2 In the What would you like to do? section, click Delete Site. The Delete Site window is displayed. 3 Select the site that you want to delete. 4 Click Finish. The site is deleted. Managing your assets 15

Deleting device To delete a device from the Manage Devices page, contact your Dell EMC TSM. For instructions to view the contact details of your TSM, see Viewing your TSM contacts. Organizing device groups Using the Organizing Device Group option you can: Create a new group Move devices between existing groups Delete a group Creating a device group Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. You can create device groups to organize devices based on your requirement. For example, you can create a device group for organizing devices that are managed by a specific administrator. 1 On the Manage Device Groups page, click Organize Device Groups. The What would you like to do? window is displayed. 2 Click Create a new group. The Create New Group window is displayed. 3 Select the site from the Sites list. 4 Enter a name for the group and click Next. The Add Devices to Group window is displayed. 5 (Optional) Select the devices that you want to add to the group. 6 Click Add. NOTE: A device can be added to only one device group within a site. The device group is created. Related link Sites and device groups Moving devices from one device group to another Prerequisite You must be logged in to TechDirect with SupportAssist Administrator rights. You can move devices from one device group to another, provided the source and target device groups are within the same site. 16 Managing your assets

1 On the Manage Device Groups page, click Organize Device Groups. The What would you like to do? window is displayed. 2 Click Move devices between existing groups. The Move Devices to a Different Group window is displayed. 3 Select the site from the From Site list. 4 Select the source device group from the From Group list. 5 Select the target device group from the To Group list. 6 Select the devices that you want to move to the other device group. 7 Click Move. The devices are moved from one group to another within one business day. NOTE: If an issue occurs during movement of devices, the issue is logged in the Errors window. For instructions to view errors, see Viewing errors. If necessary, you can submit a request for assistance. For instructions to request assistance, see Submitting request for assistance. Deleting device group Prerequisites The device group that you want to delete must not contain any devices. You must be logged in to TechDirect with SupportAssist Administrator rights. 1 On the Manage Device Groups page, click Organize Device Groups. The What would you like to do? window is displayed. 2 Click Delete group. The Delete Group window is displayed. 3 Select the site from the Sites list. 4 Select the device group from the Groups list. 5 Click Delete. The device group is deleted. Viewing pending devices When sites or devices are added, it may take up to 24 hours for the process to complete. All devices that are due to be added are displayed on the Pending Devices window. On the Manage Devices page, click Pending Devices. The Pending Devices window is displayed. Pending devices data The following table describes the information that is displayed on the Pending Devices window. Managing your assets 17

Table 3. Pending Devices Column Site Group Service Tag Description Name of the site to which the device is assigned. Group the device is assigned to. Unique identifier of the device. NOTE: The Service Tag column displays the device is managed by SupportAssist. icon if the Validation Type Order Number Customer Number SupportAssist Registration ID Status Operations Type of information that is validated. Unique number assigned to the product order. Unique number assigned to the customer. Unique identifier of your SupportAssist installation. Reason the device is in pending status. Name of the action that is in progress. NOTE: The Pending Devices window can display up to seven columns only. To add or remove columns and to reorder the columns, see Setting column preferences. Viewing errors Devices that could not be added because of an incorrect Service Tag or because of other reasons are displayed in the Errors window. NOTE: The Errors window only provides details of issues that have occurred in the last 30 days. On the Manage Devices page, click Show Errors. The Errors window is displayed. Next step For more information about an error, contact your TSM with the event ID. For instructions to view the contact details of your TSM, see Viewing your TSM contacts. Errors data The following table describes the information that is displayed on the Errors window. Table 4. Pending Devices Column Event ID Event Status Description Description Unique identifier assigned to the event. Name of the event. An icon that indicates the status of the event. To identify the status, point to the icon. Description of the event. 18 Managing your assets

Column Date Added Description Date and time when the event was added. Using Actions The Actions column enables you to perform one of the following for each device added to your site: Review the warranty Create a service request Create a parts dispatch request Check the parts dispatch status Reviewing the warranty 1 Click the icon that is displayed in the device row and then click Review Warranty Now. The Check Warranty Status page is displayed. 2 If required, enter the Service Tag of the device. 3 Click Validate. The warranty status is displayed. Creating a service request Prerequisite Your company must be enrolled in TechDirect for parts self-dispatch. For instructions to enroll for parts dispatch, click Learn More at TechDirect.com. 1 Click the icon that is displayed in the device row and then click Create Service Request. The Create Service Request page is displayed. 2 Follow the instructions on the screen. Creating a parts dispatch Prerequisite Your company must be enrolled in TechDirect for parts self-dispatch. For instructions to enroll for parts dispatch, click Learn More at TechDirect.com. 1 Click the icon that is displayed in the device row and then click Create Dispatch. 2 Follow the instructions on the screen. Checking the parts dispatch status 1 Click the icon that is displayed in the device row and then click Check Dispatch Status. 2 Follow the instructions on the screen. Managing your assets 19

4 Accessing your reports The reports that are available in the ProSupport Plus reporting section provide the current as-maintained state of your Dell EMC assets that are covered by a ProSupport Plus service plan. These reports include an overall health assessment of the assets by comparing the BIOS, firmware, and selected device drivers with the Dell EMC recommended versions. Topics: Accessing ProSupport Plus reporting dashboard ProSupport Plus reporting dashboard Accessing device reports Accessing service request reports Accessing recommendations reports Accessing alert reports Defining your view Creating custom view Switching between chart and data view Viewing your TSM contacts Viewing your open service requests Viewing your open dispatch requests Viewing your SupportAssist alerts Accessing ProSupport Plus reporting dashboard Prerequisites ProSupport Plus reporting must be enabled for your company by your Dell EMC Technology Service Manager (TSM). You must have SupportAssist Administrator or SupportAssist Technician rights. 1 Log in to TechDirect. 2 Perform one of the following: Click Reports > ProSupport Plus / One. Click Services > SupportAssist and then click the ProSupport Plus Reporting tab. The Reports page is displayed. 3 If you have multiple accounts, select an account from the Select Account list. 4 On the Access ProSupport Plus Reports gadget, click Access. The ProSupport Plus reporting dashboard page is displayed. ProSupport Plus reporting dashboard The ProSupport Plus reporting dashboard provides an overview of your environment in the form of charts. 20 Accessing your reports

The charts that are displayed on the dashboard are as follows: Devices by Type Types of devices in your environment. Service Requests in the Past Year Service requests opened during each month of the past year for your devices. Available Updates Updates that are available for your devices based on their importance. Alerts Proactive and predictive alerts that have been received from your environment by Dell EMC. Each chart also includes an option to view detailed reports. The legend in each chart indicates the categories of information that are displayed. The number of items in each category is indicated in parentheses along with the category name. You can filter the information that is displayed on the dashboard based on your requirement. For information on filtering information, see Defining your view. Accessing device reports Prerequisite You must have SupportAssist Administrator or SupportAssist Technician rights. The device reports display information about the devices in your environment. Perform one of the following: On the ProSupport Plus reporting dashboard, click View Device Reports. If you have already opened a detailed report, click the Install Base tab. The device reports are displayed. Device reports The Install Base tab displays your device reports. The available device reports are as follows: Number of Devices by Type Number of devices based on each device type. System Age in Years Number of devices based on their age. Service Level Percentage and number of devices based on their service plan level. Devices out of Warranty as of Today Number of devices whose warranty has expired as of today. Warranties Expiring in 30 to 180 Days Number of devices whose warranty will expire in the next 30 to 180 days. You can reset this chart to show the warranty expiry status based on 30, 60, 90, 120, 150, or 180 days. Install Base Data Complete list of devices that is used to generate the device reports. Filtering device reports You can filter device reports to display the information that you want to view. Perform one of the following: NOTE: Only one filter can be applied to a single chart. You can apply a filter on one or more charts to narrow down the information that is displayed. On a pie, bar, or column chart, click the segment that represents your filtering criteria. Accessing your reports 21

On the bubble chart, click the bubble that represents your filtering criteria. The charts and data table at the bottom of the page are filtered based on the segment or bubble that you selected. The filters that are applied on the charts and data table are displayed at the top-right of the respective charts. Clearing device report filters Depending on your requirement, you can clear a filter that you have applied on a report. Click x displayed at the end of the filter. The charts and data table at the bottom of the page are refreshed. Install base data The Install Base Data table provides the complete list of your devices with their current service plan. The following table describes the information that is displayed in the Install Base Data table. Table 5. Install base data Column Site Group Service Tag Description Name of the site to which the device is assigned. Group to which the device is assigned. Unique identifier of the device. NOTE: The Service Tag column displays the device is managed by SupportAssist. icon if the Region Product Type Model Warranty Plan Expiration Date Alert Status SupportAssist Contact Region where the device is present. Type of the device. Model number of the device. Service plan of the device. Date on which the service plan expires. Type of the alert, for example, warning, critical, and so on. Customer contact who manages SupportAssist. NOTE: The Install Base Data table can display up to seven columns only. To add or remove columns and to reorder the columns, see Setting column preferences. Accessing service request reports The service request reports display information on the open and closed service requests for devices in your environment. Perform one of the following: On the ProSupport Plus reporting dashboard, click View Service Request Reports. 22 Accessing your reports

If you have already opened a detailed report, click the Service Requests tab. The service request reports are displayed. Service request reports The Service Requests tab displays the service request reports for devices in your environment. The available service request reports are as follows: Service Requests by Device Type Service requests opened during each month of the past one year. You can view the service requests based on: All Incidents This is the default view which displays all types of incidents. Warranty Dispatch Number of incidents that required a parts dispatch to resolve the issue. Hardware Non Dispatch Number of hardware-related incidents that did not require a parts dispatch to resolve the issue. Enterprise Software Non Dispatch Number of software-related incidents that did not require a parts dispatch. Service Counts by Monthly Incident Rate or Dispatch Counts by Monthly Dispatch Rate Monthly incident or dispatch rates based on the total number of devices. NOTE: By default, the Service Counts by Monthly Incident Rate report is displayed. You can switch between the Service Counts by Monthly Incident Rate and Dispatch Counts by Monthly Dispatch Rate reports by using the show Dispatch Rate or Incident Rate option available within the report. Depending on your selection, the Incident Report Data table at the bottom of the page refreshes automatically to display either all incidents or dispatch incidents. Service Requests by System Age in Years Number of incidents based on the age of the systems. Dispatches by Top Parts Number of dispatches based on the part dispatched. Time to Close by Incident Severity Time taken to close incidents based on the severity level of the incidents. Incident Report Data: All or Incident Report Data: Dispatch Complete list of all incidents or dispatch incidents that is used to generate the service request reports. NOTE: By default, the incident report data displays the details of all incidents. You can choose to view all incidents or dispatch incidents by using the show dispatches only of show all incidents link that is available in the Incident Report Data table. Depending on your choice, the monthly incident or dispatch rate report displays either Service Counts by Monthly Incident Rate or Dispatch Counts by Monthly Dispatch Rate. Filtering service requests based on date range By default, the service request reports display information for the last 15 months. If required, you can filter service request reports to display the information based on a specific date range. 1 In Start Date, click the calendar icon and select a start date. 2 In End Date, click the calendar icon and select an end date. 3 Click Apply. The charts and data table at the bottom of the page are filtered based on the selected dates. Incident report data for all incidents The Incident Report Data table provides the complete list of your service requests. The following table describes the information that is displayed in the Incident Report Data: All table. Accessing your reports 23

Table 6. Incident report data: all incidents Column Site Group Service Tag Description Name of the site to which the device is assigned. Group to which the device is assigned. Unique identifier of the device. NOTE: The Service Tag column displays the device is managed by SupportAssist. icon if the Region Product Type Model Warranty Plan Service Request Date Opened - Closed Severity Incident source Region where the device is present. Type of the device. Model number of the device. Service plan of the device. Service request number. Date on which the service request was opened and closed. Severity level assigned to the incident. Source of the service request, for example, Phone. NOTE: By default, the Incident Report Data table displays all incidents. You can use the link displayed at the header to display either all incidents or dispatch incidents. NOTE: The Incident Report Data table can display up to seven columns only. To add or remove columns and to reorder the columns, see Setting column preferences. Incident report data for dispatch incidents The Incident Report Data: Dispatch table provides the complete list of your service requests that resulted in a parts dispatch. The following table describes the information that is displayed in the Incident Report Data: Dispatch table. Table 7. Incident report data: dispatch Column Site Group Service Tag Description Name of the site to which the device is assigned. Group to which the device is assigned. Unique identifier of the device. NOTE: The Service Tag column displays the device is managed by SupportAssist. icon if the Region Product Type Model Warranty Plan Service Request Region where the device is present. Type of the device. Model number of the device. Service plan of the device. Service request number. 24 Accessing your reports

Column Dispatch Create Date Dispatch # Commodity Desc Description Date on which the parts dispatch request was opened. Unique identifier for the parts dispatch request. Part for which the dispatch request was opened. NOTE: By default, the Incident Report Data table displays all incidents. You can use the link displayed at the header to display either all incidents or dispatch incidents. NOTE: The Incident Report Data table can display up to seven columns only. To add or remove columns and to reorder the columns, see Setting column preferences. Accessing recommendations reports The recommendations reports display updates that are available for devices in your environment. You can also download the updates that are available by accessing the recommendations reports. NOTE: Recommendations reports are available only for devices from which system state information is collected and sent regularly to Dell EMC by the SupportAssist application installed at your premises. Perform one of the following: On the ProSupport Plus reporting dashboard, click View Recommendations Reports. If you have already opened a detailed report, click the Recommendations tab. The recommendations reports are displayed. Recommendation reports The Recommendations tab displays the recommendations reports for your devices. The available recommendations reports are as follows: SupportAssist Monitoring Devices in your environment that are monitored and not monitored by SupportAssist. Critical Updates Devices that have critical updates. Recommended Updates Devices that have recommended updates. Optional Updates Devices that have optional updates. Up-to-Date Updates Devices that do not require any updates. ProSupport Plus Recommendation Data Complete list of updates that is used to generate the recommendation reports. Filtering all recommendations reports by device type By default, the recommendations reports display updates for all device types. If required, you can filter all recommendations reports based on a specific device type. In the SupportAssist Monitoring section, under Show click one of the following: All To display the recommendations for all the device types Dell EMC Servers To display the recommendations for servers only Dell EMC Storage To display the recommendations for storage devices only Accessing your reports 25

Dell EMC Networking To display the recommendations for networking devices only The recommendations reports are filtered based on your selection. Filtering specific recommendation reports You can filter specific recommendations reports to display the information that you want to view. On a report, click the segment of the pie that represents your filtering criteria. NOTE: Only one filter can be applied at a time. If a filter is already applied and you click a new segment, the existing filter is automatically removed and only the new filter is applied. The selected report and the ProSupport Plus Recommendations Data at the bottom of the page are filtered based on the segment that you selected. The filter that is applied on the report is displayed at the top-right of the respective report. ProSupport Plus recommendations data The ProSupport Plus Recommendations Data table provides the complete list of recommendations that are available for the applicable devices. The following table describes the information that is displayed in the ProSupport Plus Recommendations Data table. Table 8. ProSupport Plus recommendations data Column Site Group Service Tag Description Name of the site to which the device is assigned. Group to which the device is assigned. Unique identifier of the device. NOTE: The Service Tag column displays the device is managed by SupportAssist. icon if the Name Region Product Type Model Update Type Update Criticality Component Description Current/Recommended Version Name assigned to the device in SupportAssist. Region where the device is present. Type of the device. Model number of the device. Type of the update, for example, firmware, BIOS, language pack, and so on. Importance of the update, for example, critical, recommended, and so on. Description of the update. Currently installed version of the component and the recommended version of the component. NOTE: The ProSupport Plus Recommendations Data table can display up to seven columns only. To add or remove columns and to reorder the columns, see Setting column preferences. 26 Accessing your reports

Viewing all updates available for a Service Tag The ProSupport Plus Recommendations table displays the updates that are available for all the devices in your environment. If required, you can view all the updates available for each device. In the ProSupport Plus Recommendations table, click a Service Tag. All available updates for the Service Tag are displayed in a new window. Downloading updates for a device You can download the updates that are available for a device by using the link that is available in the ProSupport Plus Recommendations table. 1 In the ProSupport Plus Recommendations table, click the link that is available in the Current/Recommended Version column. The Driver Details page is displayed in a new web browser window. 2 In the Available formats section, click the Download File link that is appropriate for the update. Download of the update is initiated. Accessing alert reports The alert reports display the proactive and predictive alerts that have been sent to Dell EMC from devices in your environment. NOTE: Alert reports are available only for devices that are monitored by the SupportAssist application installed at your premises. Perform one of the following: On the ProSupport Plus reporting dashboard, click View Alert Reports. If you have already opened a detailed report, click the Alerts tab. The alert reports are displayed. Alert reports The Alerts tab displays the alert reports for your devices. The available alert reports are as follows: SupportAssist Alerts Proactive and predictive alerts that were sent by the SupportAssist application installed at your premises. Service Request Source Source of the service request. SupportAssist Alerts by System Type Alerts that were sent by SupportAssist from the available device types. Alerts Data Complete list of alerts that is used to generate the alert reports. Accessing your reports 27

Viewing alert reports based on a specific duration By default, the alert reports display alerts received from all devices within the last 90 days. If required, you can view alerts that were received in the last 30 or 60 days. 1 From the Select The Time Range for Alerts list, select one of the following: 30 To display alerts that were received in the last 30 days. 60 To display alerts that were received in the last 60 days. 2 Click Apply. The alert reports display information based on the selected duration. Filtering alert reports You can filter alert reports to display the information that you want to view. On the pie chart, click the segment that represents your filtering criteria. NOTE: Only one filter can be applied to a single chart. You can apply a filter on one or more charts to narrow down the information that is displayed in the charts. The charts and data table at the bottom of the page are filtered based on the segment that you selected. The filters that are applied on the charts and data table are displayed at the top-right of the respective charts. Clearing alert report filters Depending your requirement, you can clear a filter that you have applied on a report. Click x displayed at the end of the filter. The charts and data table at the bottom of the page are refreshed. Alerts data The Alerts Data table provides the complete list of alerts that were received from your devices. The following table describes the information that is displayed in the Alerts Data table. Table 9. Alerts data Column Site Group Service Tag Description Name of the site to which the device is assigned. Group to which the device is assigned. Unique identifier of the device. 28 Accessing your reports

Column Description NOTE: The Service Tag column displays the device is managed by SupportAssist. icon if the Region Product Type Model Service Level Alert Status Alert Date Service Request Dispatch Status Alert Description Type Region where the device is present. Type of the device. Model number of the device. Service plan of the device. Icon that indicates the type of alert, for example, warning, critical, and so on. Date and time when the alert was received. Service request number, if the alert resulted in a service request. Dispatch status for the alert, if the alert required a parts dispatch to resolve the issue. Description of the alert. Type of the alert. NOTE: The Alerts Data table can display up to seven columns only. To add or remove columns and to reorder the columns, see Setting column preferences. Defining your view You can define the information that is displayed on all charts, across reports, by using the lists that are available at the top of the dashboard and the detailed reports. 1 Under Define your view, click a list by which you want to define your view. For example, click Product Type. The list of available options are displayed. 2 Select one or more options that are displayed in the list. The selected options are displayed under the filters and the list displays the number of items that are selected within parentheses. For example, when two product types are selected from the list, the drop-down displays Product Type (2). 3 Repeat steps 1 and 2 to add more definitions. 4 Click Apply. The charts and reports display information based on the selected definitions. Clearing a specific definition Based on your requirement, you can clear a specific definition that you have set for your view. Perform one of the following: Click the list that contains the selected options and clear one or more options. Click x displayed next to the definition that you want to clear. The charts and reports display information based on the revised definitions. Accessing your reports 29