MyService360
User's Guide
November 2021
Rev. A01
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.
© 2021 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.
Contents
Chapter 1: MyService360 overview................................................................................................5
Key benefits.......................................................................................................................................................................... 5
Chapter 2: Accessing MyService360 for the first time.................................................................. 6
Accessing MyService360 for first time..........................................................................................................................8
Chapter 3: Configuring account settings and preferences............................................................. 9
Configure user settings......................................................................................................................................................9
Custom groups overview................................................................................................................................................... 9
Create product group..................................................................................................................................................10
Create product families group.................................................................................................................................. 10
Create site group......................................................................................................................................................... 10
Download custom groups data.................................................................................................................................. 11
Edit product group........................................................................................................................................................11
Edit site group...............................................................................................................................................................12
Delete custom group................................................................................................................................................... 12
Notifications and alerts overview...................................................................................................................................13
Configure product update notifications..................................................................................................................13
Configure product advisory notifications............................................................................................................... 13
Configure service request notifications..................................................................................................................14
Chapter 4: MyService360 user interface...................................................................................... 16
Options to view in each tab.............................................................................................................................................16
Chapter 5: Summary tab overview............................................................................................... 19
SUMMARY tab modules .............................................................................................................................................. 19
Service Risk Activity..........................................................................................................................................................21
Service Requests Awaiting Customer Response.......................................................................................................24
On-Site Services................................................................................................................................................................24
Reporting and Analysis..................................................................................................................................................... 27
Chapter 6: Health and Risk tab overview..................................................................................... 28
Field Change Orders tab overview................................................................................................................................28
Trackable Service Events tab overview...................................................................................................................... 30
Dell Security Advisory Remediation tab overview.....................................................................................................30
Dell Technical Advisories tab overview........................................................................................................................32
Advisory Remediations..................................................................................................................................................... 34
Chapter 7: Install Base tab overview............................................................................................36
Assets tab overview......................................................................................................................................................... 36
Connectivity tab overview.............................................................................................................................................. 37
Code Levels tab overview............................................................................................................................................... 38
Contracts tab overview................................................................................................................................................... 40
Contents
3
Chapter 8: Incident Management tab overview............................................................................ 42
Total SRs tab overview....................................................................................................................................................42
On-Site Services tab overview...................................................................................................................................... 43
Schedule on-site service........................................................................................................................................... 45
Escalations tab overview.................................................................................................................................................46
Parts Replaced tab overview..........................................................................................................................................47
4
Contents
1
MyService360 overview
MyService360 is your one-stop-shop for personalized, data-driven insights to proactively assess and manage services health for
eligible Dell EMC storage, data protection and converged systems. Your company is investing in digital transformation and you
need an online experience that simplifies enterprise IT services, saves time and helps you plan for the future.
MyService360 provides a consolidated enterprise view that can be flexibly personalized for the sites and products you manage up to your entire global install base. Our personalized cloud-based dashboard simplifies complex enterprise data sets for support
and services into actionable intelligence.
● View real-time, critical incidents and risks impacting your environment
● Simplify action and planning with prescriptive recommendations
● Optimize with data analytics and historical trends
Move seamlessly from real-time analytics and data visualizations across your complex infrastructure, to online self-service and
an end-to-end service history for your products. MyService360 helps you identify the priorities and potential risks for services
health so you can take the right action, the first time.
For robust insights about your products in MyService360, ensure that your products are connected to the Dell Technologies
backend. It is recommended that you connect your products through Secure Remote Services (SRS) or depending on the
product, SupportAssist for enterprise systems. For information on documentation, installation training, downloads and more, see
Secure Remote Services and SupportAssist Enterprise 4.X.
To access MyService360, you must have an online account using a business email domain that has been validated for your
company. This allows MyService360 to present all the support information, options and features relevant for your company or
organization.
Register using Dell.com/Support and click MyService360 in the Dell EMC Support Technologies section.
MyService360 is available in 23 different languages. By default, MyService360 is set to the language applicable for your system
locale.
Key benefits
●
●
●
●
Faster time to a consolidated enterprise view with less effort
Increased transparency and actionable intelligence about your assets
Improved asset health and risk management
Simplified and unified services experience
MyService360 overview
5
2
Accessing MyService360 for the first time
About this task
In the Create an account section, enter the required details, and then click Create Account. MyService360 enables you to
manage the services available for your hardware and software products. To access MyService360, you must have an online
account using a business email domain that has been validated for your enterprise. This allows MyService360 to present all the
support information, options and features relevant for your company or organization. Email accounts that are not specific to a
business account such as Gmail or Hotmail cannot be used for full enterprise-level access.
To create business account, do the following:
Steps
1. Go to User registration link to create an enterprise account.
2. In the Create an account section, enter the required details, and then click Create Account.
NOTE: Enter a valid business email address, for example, username@yourcompanydomain.com
3. An automated email with a one-time numeric validation code is sent to the registered email address.
4. Type the validation code in the Enter Validation Code field and click Validate Account
5. Select the option I'm an employee of an organization that has purchased Dell EMC enterprise products in the
Additional Access Rights Required page and click Submit. If you are an employee of a Dell partner company or wish to
become a partner, choose that option and follow the references provided.
6. Fill in the Business account registration information.
6
Accessing MyService360 for the first time
7. For most accounts, your account setup will be automatically completed.
a. If only one company profile with the domain name in your email address exists, your business account is created. Only
after an email confirmation for the setup is complete, you will be able to login at MyService360.
b. For some companies and government entities you will see a list of organizations to choose from - select the entry that
matches your business unit.
c. If your organization is just starting to do business with Dell, you will be prompted to provide some details about your
organization.
Accessing MyService360 for the first time
7
d. This information will be used to set up a profile of your organization. This should only take a day or two, after which you
will have access to all the online support features for your company, including MyService360.
8. If you choose not to complete the full registration at this time you will still have access to dell.com but with a subset of
features and content.
Accessing MyService360 for first time
The information that you see in MyService360 about your account's sites and Dell EMC products is
determined by your company administrator. You may limit your default view to specific sites by clicking
Change View and selecting different default sites. To further customize the data you can create
Custom Groups for individual products, a selected product family, or site/product family combinations.
8
Accessing MyService360 for the first time
3
Configuring account settings and
preferences
After you register for MyService360, you can configure your contact preferences, create custom groups, and configure alerts
and notifications about your products.
Configure user settings
About this task
Edit your personal information and contact preferences.
Steps
1. Log in https://www.dell.com/support.
and click Dell EMC Preferences.
2. On the top-right corner, hover over
The Account Settings & Preferences page is displayed.
3. Click the USER SETTINGS tab.
4. Click Edit, make the required changes, and then click Save.
Custom groups overview
Custom groups allow you to customize your online support experience by creating a unique filter of products and/or sites
to personalize your view in many areas of our online support site such as MyService360. You can create custom groups by
individual products or by sites and/or product families.
Configuring account settings and preferences
9
Create product group
Steps
1. Log in to https://www.dell.com/support .
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the CUSTOM GROUPS tab and click Add Custom Group.
4. Select Create a custom group by selecting individual products and click Next.
5. Enter a name and description for the product group.
6. From the Search By dropdown, select the method by which you want to find your products.
NOTE: You can find products by site (site name, site location, or site ID) or by product (serial number or service tag).
7. If searching by product, enter the serial number or service tag you want to add into the Product search box (minimum of 5
characters required) and hit enter, or click on the hourglass button to complete the search.
8. From the search results, select the checkboxes beside the products that you want to add and click Add to Group.
9. If finding products by site, click on a site in the list of available sites to see the available products for that site.
10. Select the checkboxes beside the products you want to add and click Add to Group.
11. To view the product(s) you have added, select Show Selected Products at the bottom right-hand side of the screen
12. Once you are done adding products, click Create Custom Group. The product group is created, and the My Custom
Groups page is displayed.
Create product families group
Steps
1. Log in to https://www.dell.com/support .
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the CUSTOM GROUPS tab and click Add Custom Group.
4. Select Create a custom group by selecting sites and/or product families and click Next.
5. Enter a name and description for the product group.
6. Click on the Select Product Families tab.
7. In the list of available product families, select the checkboxes beside one or more product families you want to add. The filter
option can be used to narrow the list by entering a product family name or partial name and clicking enter.
NOTE: You can click on a selected product family in the list to see more details.
8. If searching by product, enter the serial number or service tag you want to add into the Product search box (minimum of 5
characters required) and hit enter, or click on the hourglass button to complete the search.
9. To view the product families you have added, select Show Selected Items at the bottom right-hand side of the screen.
10. Once you are done adding product families, click Create Custom Group. The product families group is created, and the My
Custom Groups page is displayed. .
Create site group
Steps
1. Log in to https://www.dell.com/support .
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the CUSTOM GROUPS tab and click Add Custom Group.
4. Select Create a custom group by selecting sites and/or product families and click Next .
5. Enter a name and description for the site group.
10
Configuring account settings and preferences
6. In the list of available sites, select the checkboxes beside the sites(s) you want to add. The filter option can be used to
narrow the list by entering a site name, site location, or site ID minimum 4 characters) and clicking Enter
7. Once you are done adding sites, click Create Custom Group. The site group is created, and the My Custom Groups page
is displayed.
Download custom groups data
About this task
You can download the list of all the custom groups in your account or information about a specific custom group to a PDF or
CSV file.
Steps
1. Log in to https://www.dell.com/support site.
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the CUSTOM GROUPS tab.
4. To download information about all the custom groups in your account, perform the following:
a. Click Download
b. In the Export and Download window, select the required file format, and then click Download.
The following information is downloaded:
● Name of the custom group
● Description that is provided for the group
● Type of custom group
● Number of product types or sites in the custom group
● Date when the custom group was created
5. To download information about a specific custom group, perform the following:
a. In the CUSTOM GROUP NAME column, click the required group.
b. Click Download.
c. In the Export and Download window, select the required file format, and then click Download. The following
information is downloaded for a product group:
●
●
●
●
Name of the product
Description that is provided for the group
Items in the custom group
Date when the custom group was created
Edit product group
About this task
Edit the group information and add or remove products or sites in the group.
Steps
1. Log in to https://www.dell.com/support
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the CUSTOM GROUPS tab.
4. Click a product group in the CUSTOM GROUP NAME column.
5. Click Edit Selected Items.
6. To edit name and/or description of the group, simply enter the new names in the Custom Group Name and Custom Group
Description boxes
7. To add products to the groups, select the method by which you want to find your products from the Search By dropdown.
Configuring account settings and preferences
11
NOTE: Once you have added your first product, an automatic filter will be applied to restrict your list of available
products to those existing in the same business entity. Custom groups can no longer include more than one business
entity. You can find products by site (site name, site location, or site ID) or by product (serial number or service tag).
8. If searching by product, enter the serial number or service tag you want to add into the Product search box (minimum of 5
characters required) and hit enter, or click on the hourglass button to complete the search
9. From the search results, select the checkboxes beside the products that you want to add and click Add to Group.
10. If finding products by site, click on a site in the list of available sites to see the available products for that site.
11. Select the checkboxes beside the sites you want to add and click Add to Group.
12. To remove products from the group, perform the following :
a. Click on the Show Selected Items box on the bottom left of your screen, the window will expand showing your
currently selected products.
b. Select the checkbox beside the products that you want to remove.
c. Click Remove from Group.
13. Once all edits are complete, click Save Changes. The product group is updated, and a success message is displayed.
Edit site group
About this task
Edit the group information and add or remove sites in the group.
Steps
1. Log in to https://www.dell.com/support
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the CUSTOM GROUPS tab.
4. Click a site group in the CUSTOM GROUP NAME column.
5. Click Edit Selected Items.
6. To edit name and/or description of the group, simply enter the new names in the Custom Group Name and Custom Group
Description boxes.
7. To add sites to the group, select the checkboxes beside the sites(s) you want to add in the list of available sites. The filter
option can be used to narrow the list by entering a site name, site location, or site ID (minimum 4 characters) and clicking
Enter.
NOTE: You can click Show Selected Sites on the bottom right of the screen and then select Custom Group Preview to
preview the products in the site .
8. To remove sites from the group, do the following:
a. Click on the Show Selected Items box on the bottom left of your screen, the window will expand showing your
currently selected sites.
b. Click on the 'circle with minus' icon beside each site you want to remove.
9. Once all edits are complete, click Save Changes. The site group is updated, and you will be taken to the My Custom
Groups screen.
Delete custom group
Steps
1. Log in to https://www.dell.com/support
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed
3. Click the CUSTOM GROUPS tab.
, and click Delete.
4. In the ACTIONS column, click
The Delete Custom Group window is displayed.
5. Click Confirm Removal.
12
Configuring account settings and preferences
Results
The custom group is deleted.
Notifications and alerts overview
Dell Technologies sends email notifications about product updates, security and technical advisories, and service requests
applicable for your products. You can configure the following:
● Frequency for receiving notifications
● Product type or group for which you want to receive notifications
● Severity of service requests for which you want to receive notifications
Configure product update notifications
About this task
Dell Technologies sends email notifications about new releases, downloads, and newsletters available for your products. Select a
specific product for which you want to receive the notifications. You can also select the email address and frequency with which
you want to receive these notifications.
Steps
1. Log in to https://www.dell.com/support
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the NOTIFICATIONS & ALERTS tab and then click Product Updates.
4. Click Add Notification.
5. Enter a product name and click Add Product.
A notification is created.
6. In the Delivery Preferences pane, perform the following steps:
a. From the Email list, select the email address for receiving notifications.
NOTE: The Email list displays the email addresses provided in USER SETTINGS.
b. From the Delivery Frequency list, select the frequency for receiving notifications.
NOTE: By default, the frequency is set to Weekly.
Configure product advisory notifications
About this task
Dell Technologies issues advisories for Dell EMC products in order to notify you about critical issues and potential impacts to
their environment. You can set up automated email notifications whenever a Dell EMC security or technical advisory is issued or
only when an advisory is issued for a specific product.
Steps
1. Log in to Dell Support site
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the NOTIFICATIONS & ALERTS tab and click Product Advisories.
4. In the Delivery Preferences pane, select the email address at which you want to receive the notifications.
5. Click Add Alert.
6. Enter a product name and click Add Product.
An alert is created.
Configuring account settings and preferences
13
NOTE: By default, email notifications are sent for both technical and security advisories for the product that are
selected. Depending on your requirement, you can clear the check boxes in the TECHNICAL ADVISORIES (DTA) or
SECURITY ADVISORIES (DSA) columns.
7. To receive email notifications whenever a security or technical advisory is issued, turn on the All Technical Advisories
(DTA) and All Security Advisories (DSA) toggle switches.
Configure service request notifications
About this task
Set up automated email notifications when service requests for products in a specific product group or a site are created,
updated, or closed. You can also receive notifications for all service requests you created or where you are assigned as the
primary contact.
Steps
1. Log in to https://www.dell.com/support
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the Service Request Events tab.
4. Click Add Notification.
The Create a Service Request Event Notification window is displayed.
5. To receive notifications for a specific product group, perform the following steps:
a. From the View products by list, select My Product Groups.
The product groups in your account are displayed.
b. Select the required product group.
6. To receive notifications for products in the sites you manage, perform the following steps:
a. From the View products by list, select My Account Sites.
b. Select the required sites.
7. To receive notifications for all service requests you created or are assigned as the primary contact, from the View products
by list, select All SRs when I am the Owner or Primary Contact.
8. In the Name your notification section, enter a notification name and description.
9. In the Set your preferences section, perform the following steps:
a. Select when you want to receive the notification, for example, when the service request was created or when the service
request was closed.
b. From the Initial Severity Level list, select the severity level that was initially assigned to the service request when it
was created, for example, Severity 1.
c. From the Dial Home Service requests list, include or exclude Dial Home service requests created for your products.
d. Optionally, turn on the Notify me on all escalations toggle switch to receive a notification when a service request is
escalated.
10. Click Save.
Configure notifications for all service requests
About this task
Set up automated email notifications for service requests created for products in all your sites.
Steps
1. Log in to https://www.dell.com/support .
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the Service Request Events tab.
4. Enable the Notify me about all Service Requests where I'm the Owner or Primary Contact toggle switch.
5. Optionally, to edit your preferences, click Edit Preferences and perform the following:
14
Configuring account settings and preferences
a. Select when you want to receive the notification, for example, when the service was created or when the service was
closed.
b. From the Dial Home Service requests list, include or exclude Dial Home service requests created for your products.
c. Click Save.
Enable or disable service request notification
Prerequisites
A service request notification must be created.
About this task
Enable or disable a service request notification that is created for a specific product group or sites in your environment.
Steps
1. Log in to https://www.dell.com/support .
2. On the top-right corner, hover over the icon and click Dell EMC Preferences. The User Settings & Preferences page is
displayed.
3. Click the Service Request Events tab.
4. In the ACTIVE NOTIFICATION column, turn on or turn off the toggle switch for the required notification.
Configuring account settings and preferences
15
4
MyService360 user interface
My Service360 enables you to view information available for account's sites and Dell EMC products as determined by your
company administrator. You may change the data in your default view, or further customize with a custom group. You can
create a custom group for individual products, a selected product family or site/product family combination.
NOTE: If you are unable to view sites that are assigned to your account, contact your company administrator.
To customize the information displayed, perform the following:
1. In the header area, click Change View.
2. In the Customize Your View window, from the View Products By list, select the required method, for example, Account
Sites.
3. Select the required site or product group.
4. Optionally, select the Save as Default check box to set it as your default view.
5. Click Update.
NOTE: If you do not have a custom group in your account, an appropriate message is displayed in the header area.
Table 1. MyService360 User Interface tabs
Tab name
Description
SUMMARY
Provides a simple real-time service risk summary. Highlights the recommended
services activities and metrics that help you efficiently monitor your environment.
Elevates critical elements from Heath and Risk and Incident Management tabs
that are in need of immediate attention or require proactive risk mitigation.
Provides faster access to interactive visualizations most frequently used across
MyService360. This is the tab that is displayed by default when you access
MyService360.
HEALTH & RISK
Tracks proactive Dell Technologies' actions that are taken to avoid or mitigate
hardware and software issues. Offers centralized assessment, management, and
remediation for security and technical advisories to mitigate potential risks in your
environment.
INSTALL BASE
Obtain information about the assets you manage. Evaluate and manage secure
connectivity for devices, up to gateway and cluster levels. Evaluate and act on code
level recommendations. Manage warranty and support contract coverage.
INCIDENT MANAGEMENT
Manage service requests – both self-created and autogenerated using secure
automated support technologies – for your products in a single view. Monitor
escalations and view data on parts replacements. Manage scheduling and track
progress of on-site services activities.
NOTE: Default filters are applied for the information that is displayed in the HEALTH & RISK, INSTALL BASE, and
INCIDENT MANAGEMENT tabs. If necessary, you can add or remove the filters to customize the information displayed in
any specific tab.
Options to view in each tab
Critical information corresponding to the HEALTH & RISK, INSTALL BASE, and INCIDENT MANAGEMENT tabs are
displayed through interactive dials in the heads-up display. Hover over the sections of the dial for more information or click
the center of the dial to go to the corresponding tabs. You can view the information in the tabs using the table, map, and
visualization views.
16
MyService360 user interface
Table view
Table—By default, the information is displayed in a tabular format. Click View All or use the scroll bar at the bottom of the
data to view other columns available in the Table view.
Figure 1. Table view
Map view
Map—Identifies the geographical location of the sites where the products are installed. Click a site to view more information
about the site and products installed.
NOTE: You can download the information that is displayed in the Table and Map views to a CSV and PDF file respectively.
MyService360 user interface
17
Figure 2. Map view
Visualizations view
Visualizations—Displays information in a graphical format. The information may be displayed using doughnut charts, bar
graphs, or pie charts. You can click into a section of the graph or chart to analyze the data further.
Figure 3. Sample Visualizations view
18
MyService360 user interface
5
Summary tab overview
By default, the SUMMARY tab is displayed when you access MyService360. The information that you see in MyService360
about your account’s sites and Dell products is determined by your company administrator. You may limit your default view to
specific sites by clicking "Change View" and selecting different default sites. To further customize the data you can create
Custom Groups for individual products, a selected product family, or site/product family combinations. Dell Account Managers
can view their Assisted Customers and supported Business Units.
The following are benefits of the SUMMARY tab:
●
●
●
●
Provides simple, near real-time summary of service risk activity.
Tracks the number of critical events requiring immediate attention or proactive risk mitigation.
Highlights critical activity from HEALTH and RISK, INSTALL BASE and INCIDENT MANAGEMENT tabs.
Displays related sites on an interactive map.
● Helps in the remediation of issues with interactive analysis.
SUMMARY tab modules
The following are the SUMMARY tab modules:
For more information about each of the following, click the link in the bulleted list.
●
●
●
●
●
Service Risk
Service Risk Activity
Service Requests Awaiting Customer Response
On-Site Services
Reporting and Analysis
Summary tab overview
19
The overall service risk level for your selected account sites or custom group is displayed in the header area. The risk levels are
quantified as None, Low, Moderate, High, or Critical.
20
Summary tab overview
Service Risk Activity
The Service Risk Activity module displays key service events affecting your environment, and identified the sites where the
corresponding products are installed on a geographical map. These are critical activities brought forward from HEALTH and
RISK, and INCIDENT MANAGEMENT.
● Severity 1 Service Requests
● Escalations
Summary tab overview
21
● Field Change Orders
● Critical Technical Advisories
● Critical Security Advisories
NOTE: For more information about HEALTH and RISK tab, see Health & Risk tab.
NOTE: Sites with Severity 1 Service Requests and Escalated Service Requests are selected and displayed on the map by
default.
Click an activity to isolate the sites for the corresponding service events. Color coding lets you easily correlate the service
activity by site, on the map. Based on your preference, select one or more topics to customize the data displayed on the map.
Click any site on the map to view more information about the service events impacting the site.
22
Summary tab overview
To launch a full-page, interactive map and access more data detail, click Expand Map on the Service Risk Activity. The
content is dynamically populated to match the service activities you select. Service Activity cards are displayed on the left side
of the page. Select a site on the map to view a summary card with details of the selected service activities at that location.
Summary tab overview
23
Service Requests Awaiting Customer Response
In real time, manage any service incidents awaiting action by you or any authorized team member within your organization.
On-Site Services
Conveniently manage on-site services for your selected account sites or custom group. Choose your preferred view to take
action to schedule your unscheduled service events using chat, email, or phone.
24
Summary tab overview
Summary tab overview
25
Helpful part return reminders are made available for completed service events where the parts have been shipped directly to
you. Service has been completed, and the defective parts must be returned to Dell. This notification is withheld if your
product is covered by a component retention entitlement.
26
Summary tab overview
Reporting and Analysis
This module provides direct access to the most frequently used interactive data analytics and visualizations from across all data
tabs: HEALTH and RISK, INSTALL BASE and INCIDENT MANAGEMENT.
●
●
●
●
●
●
●
Connectivity at a Glance
Service Request Severity
Code Categories
Contract Categories
Parts Replaced
Dell Security Advisories
Dell Technical Advisories
Summary tab overview
27
6
Health and Risk tab overview
The HEALTH & RISK tab displays information about Field Change Orders (FCOs), Trackable Service Events (TSEs), Dell
Security Advisories (DSAs), and Dell Technical Advisories (DTAs).
In the heads-up display, the information is displayed using interactive dials. You can hover over a section of the dial to view more
information or click the center of a dial to go to the corresponding tab.
Heads-up Display
Field Change Orders tab overview
A Field Change Order (FCO) is created to update a device that was previously shipped by Dell Technologies. By default, the
Field Change Orders tab is displayed when you click the HEALTH & RISK tab. In this tab, information about the service
requests created to address Field Change Orders (FCOs) are displayed. An FCO is created to update a product that has already
been shipped by Dell Technologies. An FCO may be required for the following.
●
●
●
●
●
●
Corrective actions for critical issues that affect your business
Part replacement
Patch load
Code upgrade
Configuration change
Firmware upgrade
NOTE: Remove the SR Status filter to view both the closed and open service requests. This enables you to monitor your
progress in completing an FCO.
Figure 4. Field Change Orders tab
The default filters applied for the Field Change Orders tab are as follows:
● SR Create Date—the default date range is any SR in open status, regardless of age, or closed within the last 18 months..
● SR Status
○ Open
NOTE: Remove the SR Status filter to view both the closed and open service requests. You can also monitor your
progress in completing an FCO.
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install-T&M
○ Shipped
○ None
28
Health and Risk tab overview
The default columns that are displayed in the Table view are as follows:
● SR NUMBER—click the service request number link to view more information about the service request.
● PRODUCT ID—click the link in the product ID link to view corresponding support page.
● PRODUCT NICKNAME—displays the nickname that is assigned to the product ID. Click the link in the corresponding
PRODUCT ID column to add or edit the nickname.
● PRODUCT NAME—click the product name link to go to the corresponding support page.
● FCO ID
● FCO STATUS—displays the service request status.
● DESCRIPTION—displays the FCO description.
● SITE NAME and SITE ID—displays the site ID and site name where the product is installed.
NOTE: Click View All to view more detail in other columns available.
The Map view displays a map indicating the sites where the products affected by FCOs are installed. Click a site on the map, to
view the following information:
● Site ID
● Site name
● Site location
Health and Risk tab overview
29
● Number of open and closed FCOs
The Visualizationsoffers the following in a graphical manner:
● FCO ID—FCO ID, by status of related SR events.
● FCO STATUS—number of open and closed FCOs.
Trackable Service Events tab overview
The Trackable Service Events tab displays information about service requests created for Trackable Service Events (TSEs).
TSEs were created to initiate and track certain types of service activities for your products. Currently, Dell Technologies no
longer creates TSEs for your product. You can view the existing closed TSEs that are up to 18 months in age from the created
date.
NOTE: Remove the SR Status filter to view both the closed and open Trackable Service Events.
The default filters applied for the Field Change Orders tab are as follows:
● SR Create Date—the default date range is set to the last 18 months.
● SR Status
○ Open
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install—T&M
○ Shipped
○ None
The default columns that are displayed in the Table view are as follows:
● SR NUMBER—click the service request number link to view more information about the service request.
● PRODUCT ID—click the link in the product ID link to view corresponding support page.
● PRODUCT NICKNAME—displays the nickname assigned to the product ID. Click the link in the corresponding PRODUCT
ID column to add or edit the nickname.
● PRODUCT NAME—click the product name link to go to the corresponding support page.
● TSE ID
● TSE STATUS—displays the service request status.
● DESCRIPTION—displays the TSE description.
● SITE NAME and SITE ID—displays the site ID and site name where the product is installed.
The Map view displays a map indicating the sites where the products are installed. Click a site on the map, to view the following
information:
●
●
●
●
Site ID
Site name
Site location
Number of open and closed TSEs
The Visualizations view displays the following in a graphical manner:
● TSE ID—TSE ID, by status of related SR events.
● TSE STATUS—number of open and closed TSEs.
Dell Security Advisory Remediation tab overview
Dell strives to provide customers with timely information, guidance and mitigation options to minimize risks associated
with security vulnerabilities.. Dell Security Advisory (DSA) is a document issued by Dell Technologies to address security
vulnerabilities in its products. A security advisory contains information about the affected products, important security
information, and recommendations to address the issue. For more information, see https://www.dell.com/en-us/shop/securitycenter/cp/security-and-trust-center.
By default, the Security Advisories tab displays information about the advisories issued during the last two year, and for
products covered by an active entitlement..You can view the information using the Table or Visualizations views. The
30
Health and Risk tab overview
Visualizations view displays information about the remediation status of the advisories in a graphical format. It also displays
information about the number of product IDs affected, by region.
NOTE: The Visualizations view enables you to track the remediation of the security. It is recommended that you
remove the Remediation Status filter to view the number of advisories that were already remediated or marked as Not
Applicable.
Figure 5. Dell Security Advisory Remediation tab
NOTE: For information about managing advisories, see Managing security and technical advisories within MyService360 .
For a video demonstrating the advisory management features, see the MyService360 Knowledge Center .
The default filters applied for the Dell Security Advisories tab are as follows:
● Advisories Date—the default date range is set to display advisories published in the last two years.. Modify the date range
to view the advisories issued during the last three years.
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install – T&M
○ Shipped
○ None
Health and Risk tab overview
31
● Remediation Status
○ New
○ Reviewed
○ Work in Progress
The default columns that are displayed in the Table view are as follows:
● PRODUCTS—displays the number of products that are potentially affected by the advisory.
● IMPACT—displays the impact of the advisory, for example, Critical.
● ADVISORY ID— The advisory identifier assigned by Dell Technologies..Click the Advisory ID link to view more information
about the advisory.
● TITLE—displays the title of the security advisory.
● STATUS—displays the remediation status of the advisory.. For example, Work in Progress.
● STATUS UPDATE BY—displays the name of the person who last updated the status. Click their hyperlink to send an email.
● ARTICLE AGE—displays the number of days since the advisory was issued.
● ARTICLE LAST UPDATED—displays the number of days since the advisory was issued or last updated by Dell.
In the Visualizations view, the following information is displayed graphically:
● Security Advisory Remediation Status—displays the number of security advisories by remediation status.
● Regional Impact - Choose from two views:
○ Resolution Tracking by Product—By default, the number of products that are potentially impacted by all advisories by
region are displayed. Click the Completed Security Advisories tab to view the number of product IDs, by region, for
which you have already remediated.
NOTE: A product ID may be affected by more than one security advisory. In such cases, the number of Aggregate
Product IDs and Unique Product IDs displayed may not match. For example, let us assume, product ID x is
affected by security advisories A, B, and C. Product ID y is affected only by security advisory A. Then, the number of
aggregate product IDs equals 4 and the unique product IDs equals 2.
○ Aggregated Product View—displays the total number of products in each region that were affected by the security
advisories.
NOTE: In the Visualizations view, it is recommended that you remove the Remediation Status filter to view the number
of advisories that were already remediated or updated as Not Applicable.
Dell Technical Advisories tab overview
A Dell Technical Advisory (DTA) is a proactive notification by Dell Technologies for issues that may affect your IT operations
such as data loss, data unavailability, loss of system functionality, or anything that could result in a significant safety risk. A
technical advisory provides the steps to eliminate or minimize the impact of such issues.
By default, the Technical Advisories tab display information about the advisories that were issued during the last two years.
You can view the information using the Table or Visualizations views. The Visualizations view displays information about the
remediation status of the advisories in a graphical format. It also displays information about the number of product IDs affected,
by region.
NOTE: The Visualizations view enables you to track the remediation of the security and technical advisories. It is
recommended that you remove the Remediated status filter to view the number of advisories that were already
Remediated or marked as Not Applicable.
Based on its impact, a technical advisory is categorized as follows:
●
●
●
●
Critical—affects your production environment.
High—affects operational functionality such as interoperability between hardware and software.
Medium—affects system functionality such as performing task on a user interface.
Low—has little risk to your production environment.
The Dell Technical Advisories tab enables you to view the list of advisories issued by Dell Technologies. It also enables you to
track their remediation progress. It is recommended that you review the advisory and then determine if it is applicable for your
products. You can view the information using the Table or Visualizations views.
32
Health and Risk tab overview
Figure 6. Dell Technical Advisories tab—Visualizations view
NOTE: For information about managing advisories, see Managing security and technical advisories within MyService360 .
For a video demonstrating the advisory management features, see the MyService360 Knowledge Center .
The default filters applied for the Dell Technical Advisories tab are as follows:
● Advisories Date—the default date range is set to the last two years. You can modify the date range to view the advisories
that were issued during the last three years.
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install – T&M
○ Shipped
○ None
● Remediation Status
○ New
○ Reviewed
○ Work in Progress
The default columns that are displayed in the Table view are as follows:
Health and Risk tab overview
33
●
●
●
●
●
●
●
●
PRODUCTS—displays the number of products that are affected by the advisory.
IMPACT—displays the impact type of the advisory, for example, Critical.
ADVISORY ID—click the Advisory ID link to view more information about the advisory.
TITLE—displays the title of the technical advisory.
STATUS—displays the remediation status of the advisory.
STATUS UPDATE BY—displays the name of the person who recently updated the status.
ARTICLE AGE—displays the number of days since when the advisory was issued.
ARTICLE LAST UPDATED—displays the number of days since when the advisory was issued.
In the Visualizations view, the following information is displayed graphically:
● Technical Advisory Remediation Status—displays the number of technical advisories by remediation status.
● Regional Impact
○ Resolution Tracking by Product—By default, the number of potentially impacted product IDs by region is displayed.
Click the Completed Technical Advisories tab to view the number of product IDs by region on which you have already
remediated.
NOTE: A product ID may be affected by more than one technical advisory. In such cases, the number of Aggregate
Product IDs and Unique Product IDs displayed may not match. For example, let us assume, product ID x is
affected by technical advisories A, B, and C. Product ID y is affected only by technical advisory A. Then, the number
of aggregate product IDs equals 4 and the unique product IDs equals 2.
○ Aggregated Product View—displays the total number of products in each region that were affected by the technical
advisories.
NOTE: In the Visualizations view, it is recommended that you remove the Remediation Status filter to view the number
of advisories that were already Remediated or updated as Not Applicable.
Advisory Remediations
About this task
It is recommended that you review an advisory to determine if it is applicable for your products. After you determine its
applicability to all the products in your organization, update the remediation status of the advisory accordingly.
CAUTION: The status change is applied to all the products potentially affected by the advisory including the
products that are managed by other administrators in your organization. It is recommended that you confirm
with your team before you update the status as necessary.
Steps
NOTE: The steps to review and update the remediation status is similar for both security and technical advisories. This
section provides the steps to remediate a security advisory, but can also be applied to Technical Advisory remediation
workflows.
1. In the Dell Security Advisories tab, select a given advisory, and click the link in the ADVISORY ID column.
2. Review the details displayed for the advisory.
3. Evaluate the advisory risk by performing one of the following:
● If the advisory may be applicable to any product in your organization, click Reviewed. This indicates that the impact of
the advisory has been analyzed and requires some remediation action.
NOTE: When you select Reviewed, the status is also applied to the potentially affected products that are managed
by your colleagues.
● If the advisory is not applicable for your products, select Not Applicable.
NOTE: Select Not Applicable only if the advisory does not potentially affect any of your products.
4. If you set the status to Reviewed, perform the following:
a. In the Manage Affected Products section, select the product IDs for which you want to update the remediation status.
b. Click Modify Resolution.
The Modify Resolution for x Products pop-up is displayed, is displayed, where x is the number of product IDs selected.
c. From the Modify Resolution list, perform one of the following:
● If the advisory is applicable and you have not scheduled the upgrade or remediation action, click Not Scheduled.
● If you plan to perform the recommended upgrade or remediation, click Scheduled for Action.
34
Health and Risk tab overview
● If you have successfully completed the upgrade or remediation action, click Resolution Completed.
● If you clicked Reviewed in step 2, but now find that the advisory is not applicable to specific product IDs, click Not
Applicable.
d. Enter any required notes, such as resolution detail in the Compose Notes box and click Submit. Notes are helpful for
you and your organizations communications to track history and specific remediation actions.
NOTE: After you submit, you cannot edit or delete the information that is entered in the Compose Notes box. The
information also provides an audit history of the remediation efforts for the product.
The remediation status for the product IDs selected is updated in the Manage Affected Products section and in the Table
view.
Health and Risk tab overview
35
7
Install Base tab overview
The INSTALL BASE tab displays the information about the installation status, connectivity status, service contracts, and
the software or firmware version installed on your software and hardware assets. In the heads-up display, the information is
depicted using interactive dials. Hover over a section of the dial to view more information or click the center of the dial to go to
the corresponding tab. The information that you see in MyService360, and the Install Base tab is based on the sites and assets
selected in your current view. Choose "View all" to choose a different data set.
Heads-up display for Install Base
● Number of hardware and software products
● Products eligible to be connected, represented as a percentage based on their connectivity status, connected vs not
connected.
● Code level evaluations provided for connected products, eligible for code level management.
● Number of products by service contract status
Assets tab overview
By default, the Assets tab is displayed when you click the INSTALL BASE tab. In this tab, the list of hardware and software
products that are installed, their installation status, and the duration since the products were installed are displayed.
The default filters applied for the Assets tab are as follows:
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install – T&M
○ Shipped
○ None
If necessary, click Filter to add or remove the filters to customize the information displayed.
The default columns that are displayed in the Table view are as follows:
● PRODUCT ID—click the link in the product ID link to view corresponding support page.
● PRODUCT NAME—click the product name link to go to the corresponding support page.
● PRODUCT NICKNAME—displays the nickname that is assigned to the product ID. Click the link in the corresponding
PRODUCT ID column to add or edit the nickname.
● CUSTOMER NAME—displays the site ID and site name where the product is installed.
● PRODUCT TYPE—displays the type of product, such as, hardware or software.
● INSTALL STATUS—displays the installation status of the product.
● INSTALL BASE AGE—displays the number of days since when the product was installed.
NOTE: Click View All to view other columns available for the Table view.
You can view the available information using the Table or Map views. The Map view identifies the sites where the products are
installed on a geographical map. Click a site to view more information about the site and the products.
36
Install Base tab overview
●
●
●
●
Site ID
Site name
Site location
Number of hardware and software products installed
Figure 7. Map view
Connectivity tab overview
The Connectivity tab displays the connectivity status of your products that can establish a connection with the Dell
Technologies backend. It also displays information about the last connection that was established by the product. The
connectivity status of a product is based on the following:
●
●
●
●
Frequency at which the product connects to Dell Technologies.
The ability of the product to establish a ConnectHome and Connection session
The version of Secure Remote Services to which the product is connected.
Ability of the product to send and receive files from the Dell Technologies backend through Secure Remote Services, email,
or any other channel.
You can view the information available using the Table, Map, or Visualizations views. The Visualizations view displays the
connectivity status of your products in a graphical format. Click Not Connected or Connected to view more information about
the products.
The default filters applied for the Connectivity tab are as follows:
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install – T&M
○ Shipped
○ None
If necessary, click Filter to add or remove the filters to customize the information displayed.
The default columns that are displayed in the Table view are as follows:
Install Base tab overview
37
● PRODUCT ID—click the link in the product ID link to view corresponding support page.
● PRODUCT NAME—click the product name link to go to the corresponding support page.
● PRODUCT NICKNAME—displays the nickname that is assigned to the product ID. Click the link in the corresponding
PRODUCT ID column to add or edit the nickname.
● CUSTOMER NAME—displays the site ID and site name where the product is installed.
● CONNECTIVITY STATUS—displays the connectivity status of the product, such as, Connected or Not Connected.
● CONNECTION TYPE—displays the method that is used to send files to the Dell Technologies backend, for example,
Secure Remote Services.
● CONNECTION AGE—displays the number of days since the last Dell ConnectHome event was received by the Dell
Technologies backend.
● LAST CONNCTED—displays the last date when the product established a connection with the Dell Technologies backend.
NOTE: Click View All to view other columns available for the Table view.
The Map view displays a map indicating the sites where the products are installed. Click a site on the map, to view the following
information:
●
●
●
●
Site ID
Site name
Site location
Percentage of products by connectivity status
The Visualizations view displays the percentage of Connected and Not Connected products using a doughnut chart . Click
Not Connected or Connected to view more information about the products.
Figure 8. Visualizations view
Code Levels tab overview
The Code Levels tab displays the software or firmware version that is installed on your products. It also displays the
recommended upgrade version. The code levels are categorized as follows:
●
●
●
●
●
●
EOSL
Missing
Target -1
Target -2
Target +
Wrong code
The default filters applied for the Code Levels tab are as follows:
● Install Base Status
○ Awaiting Customer Install
○ Install
38
Install Base tab overview
○ Install – T&M
○ Shipped
○ None
To customize the information displayed, click Filter to add or remove the filters.
By default, the following information is displayed in the Table view:
● PRODUCT ID—click the link in the product ID link to view corresponding support page.
● PRODUCT NAME—click the product name link to go to the corresponding support page.
● PRODUCT NICKNAME—displays the nickname that is assigned to the product ID. Click the link in the corresponding
PRODUCT ID column to add or edit the nickname.
● CUSTOMER NAME—displays the site ID and site name where the product is installed.
● TARGET + CODE—displays the latest code version available.
● TARGET -1 CODE—displays the version one step behind the latest code version available.
● TARGET -2 CODE—displays the version two steps behind the latest code version available.
● INSTALLED CODE—displays the version of the software or firmware code that is installed on the product.
● CODE LEVEL—displays the status of the software or firmware version that is installed, for example, EOSL or Target -1.
● EOSL—displays the assets which report a code who reached his end of standard support date.
● WRONG CODE—displays the assets where a code is installed like “Do not use”, “Not determined code” or assets which
report a code of a different product family. For example, a VPLEX coming up with a Brocade FOS code).
● MISSING—displays the Asset missing the Microcodes on it..
● NA (NOT MANAGED)—displays the products where we do not maintain any code level in our data bases nor do they have
a code running or can we upgrade a code.
NOTE: Click View All to view other columns available for the Table view.
The Map view displays a map indicating the sites where the products are installed. Click a site on the map, to view the following
information:
●
●
●
●
Site ID
Name of the customer
Location of the site
Percentage of products in each code level
You can view the information available using the Table, Map, or Visualizations views. The Visualizations view displays the
percentage of products by code level in a graphical format. Click a section of the graph to view more information about the
products.
The Visualizations view displays the percentage of products by code level graphically. You can click a section in the graph to
analyze the information displayed.
Install Base tab overview
39
Figure 9. Visualizations view
Contracts tab overview
The Contracts tab displays the service contracts applicable for your products, their statuses, and their expiry date.
The status of a service contract is categorized as follows:
●
●
●
●
●
●
●
●
Active: Indicates anything which has not expired or terminated basically means are active contracts.
Expired
Expires within 30 days
Expires in 31-90 days
Expires in 91-180 days
Expires after 180 days
Terminated
Not applicable
For information about the various service contracts available or to renew the service contracts of your product, go to https://
www.dell.com/support/contents/Category/Warranty.
You can view the information available using the Table, Map, or Visualizations views. By default, the Visualizations view
displays the percentage of products by their service contract status. You can also view the information by product family. Click
a section of the graph to view more information about the products.
The default filters applied for the Contracts tab are as follows:
● Contract End: Date
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install – T&M
○ Shipped
○ None
● Contract End: Date Range
○ N/A
If necessary, click Filter to add or remove the filters to customize the information displayed.
40
Install Base tab overview
By default, the following information is displayed in the Table view:
● PRODUCT ID—click the link in the product ID link to view corresponding support page.
● PRODUCT NAME—click the product name link to go to the corresponding support page.
● PRODUCT NICKNAME—displays the nickname that is assigned to the product ID. Click the link in the corresponding
PRODUCT ID column to add or edit the nickname.
● CUSTOMER NAME—displays the site ID and site name where the product is installed.
● SALES ORDER #—displays the sales order number that is associated with the product ID.
● CONTRACT STATUS—displays the status of the service contract applicable for the product ID.
● CONTRACT TYPE—displays the type of service contract applicable for the product ID, for example, Basic, ProSupport
Plus.
● CONTRACT END DATE—displays the expiry date of the service contract.
NOTE: Click View All to view other columns available for the Table view.
The Map view displays a map indicating the sites where the products are installed. Click a site on the map, to view the following
information:
●
●
●
●
Site ID
Name of the customer
Location of the site
Number of products in each service contract status
By default, the Visualizations view displays the percentage of products by their service contract status graphically. You can
also view the information by product family. Click sections of the graph to view more information about the products in a
category.
Figure 10. Visualizations view
Install Base tab overview
41
8
Incident Management tab overview
The INCIDENT MANAGEMENT tab displays information about the service requests created for your products, scheduled and
unscheduled services, escalated service requests, and the parts replaced.
In the heads-up display, the information is displayed using interactive dials. Hover over a section of the dial to view more
information or click the center of a dial to go to the corresponding tab
Heads up display for Incident Management
Total SRs tab overview
By default, the Total SRs tab is displayed when you click the INCIDENT MANAGEMENT tab. In this tab, information about the
service requests created for your products, their severity, status, and the site ID are displayed.
You can view the information available using the Table, Map, or Visualizations views. The Visualizations view displays the
number of service requests by severity in a graphical format. Click a section of the graph to view more information about the
service requests.
The default filters applied for the Total SRs tab are as follows:
● SR Status
○ Open
● SR Create Date —The default date range is set to the last 18 months.
● Install Base Status
○ Awaiting Customer Install
○ Install
○ Install – T&M
○ Shipped
○ None
If necessary, click Filter to add or remove filters to customize the information displayed.
By default, the following information is displayed in the Table view:
● SR NUMBER—click the service request number link to view more information available for the service request.
NOTE: If an escalation is pending for a service request,
is displayed beside the service request number. If the
escalation is resolved,
is displayed.
● PRODUCT ID—click the link in the product ID link to view corresponding support page.
● PRODUCT NICKNAME—displays the nickname that is assigned to the product ID. Click the link in the corresponding
PRODUCT ID column to add or edit the nickname.
● SR STATUS—an open service request may have one of the following statuses until it is closed:
○ Assigning
○ Working
○ Complete
● SEVERITY—displays the severity of service requests, for example, S1, S2, or S3.
42
Incident Management tab overview
● PROBLEM SUMMARY—displays the summary of the problem for which the service request was created.
● PRIMARY CONTACT—displays the name of the primary contact for the service request.
● Site ID
NOTE: Click View All to view other columns available for the Table view.
Tthe Map view, displays a map indicating the sites where the products are installed. Click a site to view the following
information:
● Site ID
● Name of the customer
● Location of the site
● Number of service requests in each severity category
The Visualizations view displays the number of service requests by severity graphically. Click a section of the graph to view
more information about the service requests.
Figure 11. Visualizations view
On-Site Services tab overview
The On-Site Services tab displays information about the scheduled and unscheduled services for your products. It also enables
you to schedule an on-site service, if necessary.
For steps to schedule an on-site service, see <<link to Schedule and manage on-site services article>>. For a quick
demonstration about scheduling and managing on-site services, go to the <<link to MyService360 Knowledge Center>>.
You can view the information available using the Table, Map, or Visualizations views. The Visualizations view displays the
number of scheduled and unscheduled services using a pie-chart. You can also view the number of scheduled and unscheduled
services for a specific task type, for example, Corrective Maintenance. Click a section of the pie chart to view more information
about the services.
The following table describes the types of proactive and corrective maintenance tasks:
Incident Management tab overview
43
Table 2. Maintenance categories
Maintenance
category
SR type
Description
Proactive
Install or Implement
The complete installation, including remote
connectivity setup and testing or the addition of
physical hardware or customer cabinet prior to
installation or upgrade.
Proactive
Field Change Order (FCO)
An FCO requires a part replacement, patch load,
code upgrade, configuration change, or firmware
upgrade.
Proactive
Trackable Service Event (TSE)
A TSE requires global services to take proactive
action with a product.
NOTE: Dell Technologies discontinued TSEs
in December 2019. However, you can clear
the SR STATUS filter to view the services
requests that were created earlier.
Proactive
Code Upgrade
A software upgrade can include patch load, code
upgrade, configuration change, and firmware
upgrade.
Proactive
Upgrade Funded
A customer billable software upgrade can include
patch load, code upgrade, configuration change,
and firmware upgrade.
Proactive
De-Install
An event that requires complete de-installation,
including remote connectivity removal.
NOTE: This does not include Erasure
Services.
Proactive
Data Erasure
Proactive
FQM
Proactive
Break Fix
Proactive
Health Check
Proactive
Connectivity
Proactive
Site Standby
Proactive
Recertification
Proactive
Site Audit
Proactive
Power Up / Down
Proactive
Log Collection
Corrective
Hardware
An event involving hardware that requires a
resource to visit the site.
Corrective
Software
An event involving software that a resource can
resolve remotely.
You can view the information available using the Table, Map, or Visualizations views.
The default filters applied for the On-Site Services tab are as follows:
● Scheduled Date—the default date is set to the current day. You can also view information for a custom date range.
● Install Base Status
○ Awaiting Customer Install
○ Install
○ None
● SR Status
44
Incident Management tab overview
○ Open
If necessary, click Filter to add or remove filters to customize the information displayed.
By
●
●
●
●
default, the following information is displayed in the Table view:
SR NUMBER—click the service request number link to view more information available for the service request.
PRODUCT ID—click the link in the product ID link to view corresponding support page.
SR STATUS—displays the status of the service.
ON-SITE SERVICES—displays the type of on-site service. Click the link that is displayed to view more information about
the service request.
● PROBLEM SUMMARY—displays the summary of the problem for which the service request was created.
● Site ID
NOTE: Click View All to view other columns available for the Table view.
The Map view displays a map indicating the sites where that have a scheduled service open. Click a site to view the following
information:
● Site ID
● Name of the customer
● Location of the site
● Number of scheduled and unscheduled services
The Visualizations view displays the total number of scheduled and unscheduled services using a pie-chart. You can also view
the number of scheduled and unscheduled services for a specific task type, for example, Corrective Maintenance. You can click
a section of the pie chart to view more information about the services.
Figure 12. Sample Visualizations view
Schedule on-site service
About this task
Depending on your requirement, you can schedule an onsite service for your service requests. A service request may require
replacing a component by yourself or a technician to visit your site to resolve the issue.
Steps
1. Log in to https://www.dell.com/support .
2. In the Dell EMC Support Technologies section, click MyService360.
3. Click the INCIDENT MANAGEMENT tab, click the On-Site Services tab, and then click Schedule.
Incident Management tab overview
45
The Unscheduled tab in the Onsite Services window is displayed.
NOTE: The Unscheduled tab displays all the service requests created for your products.
4. Click Chat, Email, or Call to contact Dell Technologies technical support and schedule a technician visit.
After an onsite service is scheduled, you can monitor the progress of the service request in the Scheduled tab.
Scheduled tab overview
The Scheduled tab displays the onsite services scheduled for your sites. By default, the list of services scheduled for the
current day are displayed. Click Next 30 days to view the list of services scheduled for the next 30 days. You can view the list
of scheduled services using the List view or the Calendar view.
The Scheduled tab also enables you to view the number of service requests in the following stages:
● Scheduled
● Assigned
● Traveling
● Onsite
● Work Started
● Work Completed
● Closed
The default filters applied for the Scheduled tab are as follows:
● Install Base Status
○ Awaiting Customer Install
○ Install
○ None
● SR Status
○ Open
Escalations tab overview
The Escalations tab displays the service requests that were escalated in the Table, Map, or Visualizations views. The
Visualizations view displays the number of open and closed escalations in a graphical format. Click a section of the graph for
more information about the escalated service requests. The following screenshot displays the escalations tab:
The default filters applied for the Escalations tab are as follows:
● SR Escalation Date
46
Incident Management tab overview
● Install Base Status
○ Install
○ Install – T&M
○ None
● SR Status
○ Open
● Escalations
○ Open
If necessary, click Filter to add or remove filters to customize the information displayed.
By default, the following are displayed in the Table view:
● ○ SR NUMBER—click the service request number link to view more information available for the service request.
○ PRODUCT ID—click the link in the product ID link to view corresponding support page.
○ PRODUCT NICKNAME—displays the nickname that is assigned to the product ID. Click the link in the corresponding
PRODUCT ID column to add or edit the nickname.
○ PROBLEM SUMMARY—displays the summary of the problem for which the service request was created.
○ SR STATUS—an open service request may have one of the following statuses until it is closed:
￭ Assigning
￭ Working
￭ Complete
○ SEVERITY—displays the severity of service requests, for example, S1, S2, or S3.
○ TECH SUPP. OWNER—displays the name of the technical support agent that is assigned to the service request
NOTE: Click View All to view other columns available for the Table view.
The Map view displays a map indicating the sites of the product for which the service request was escalated. Click a site to
view the following information:
● Site ID
● Name of the customer
● Location of the site
● Number of open and closed escalations
The Visualizations view displays the number of open and closed escalations graphically. Click a section of the graph for more
information about the escalated service requests.
Parts Replaced tab overview
The Parts Replaced tab displays information about the service requests created to replace a part using the Table, Map, or
Visualizations views.
The Visualizations view provides a timeline view of the parts replaced. Hover over the sections of the graph to view the
number of parts replaced in a specific month.
The default filters applied for the Parts Replaced tab are as follows:
● Task Date—the default date range is set to the last one year.
● Install Base Status
○ Install
○ Install – T&M
○ None
● SR Status
○ Open
If necessary, click Filter to add or remove the filters to customize the information displayed.
By
●
●
●
default, the following are displayed in the Table view:
SR NUMBER—click the service request number link to view more information available for the service request.
PRODUCT ID—click the link in the product ID link to view corresponding support page.
SR STATUS—an open service request may have one of the following statuses until it is closed:
○ Assigning
○ Working
○ Complete
Incident Management tab overview
47
● PART SERIAL NUMBER—displays the serial number of the part replaced.
● PART GROUP—displays the type of part that was replaced, for example, Optical. If multiple parts were replaced, a link to
view information about all the parts that was replaced is displayed.
● Site ID.
The Map view displays a map indicating the sites where the product is installed. Click the site to view the following information:
● Site ID
● Name of the customer
● Location of the site
● Number of parts replaced in each part group
The Visualizations view displays a timeline view of the parts replaced. Hover over the sections of the graph to view the
number of parts replaced in a specific month. Click See SR List of this View to view the corresponding service requests. Click
a part group in the PARTS column to view the corresponding site ID and site name.
Figure 13. Visualizations view
48
Incident Management tab overview