Support.dell.com - Support History Details

David Miller dmiller at sofi.org.uk
Thu May 6 17:34:13 CDT 2010


Nick Lunt wrote:
> Hi
>
> when trying to get the support history for our hardware via
>
> https://support.dell.com/support/supporthistory/search.aspx?c=us&l=en&s=
> gen&~ck=anavml
>
> I can get a list of the dates and case numbers for calls logged against
> tags, but I cannot get the details of what the call was about.
> All I get is info similar to the following:
>
> 4/28/2010 1:57:05 PM	Customer initiated email contact.	N/A
> 4/28/2010 1:53:11 PM	Customer initiated email contact.	N/A
> 4/28/2010 6:46:38 AM	Agent initiated email response.	N/A
> 4/27/2010 6:00:04 PM	Customer initiated phone contact.	N/A
> 4/26/2010 1:13:22 PM	Agent initiated email response.	N/A
> 4/26/2010 11:53:26 AM	Customer initiated email contact.	N/A
> 4/23/2010 11:28:17 AM	Agent initiated email response.	N/A
> 4/23/2010 11:27:50 AM	Customer initiated email contact.	N/A
> 4/23/2010 10:57:43 AM	Agent initiated email response.	N/A
> 4/22/2010 3:05:20 PM	Agent initiated email response.	N/A
> 4/22/2010 3:01:05 PM	Agent initiated phone contact.	N/A
> 4/22/2010 2:30:13 PM	Agent initiated phone contact.	N/A
> 4/22/2010 2:29:49 PM	Agent initiated email response.	N/A
> 4/22/2010 7:46:26 AM	Agent initiated email response.	N/A
> 4/22/2010 7:18:39 AM	Agent initiated email response.	N/A
> 4/22/2010 7:06:02 AM	Agent initiated email response.	N/A
> 4/21/2010 11:53:31 AM	Customer initiated email contact.	N/A
> 4/21/2010 11:51:00 AM	Agent initiated email response.	N/A
> 4/20/2010 12:42:42 PM	Agent initiated email response.	N/A
> 4/20/2010 9:34:07 AM	Customer initiated phone contact.	N/A
> 4/20/2010 8:27:13 AM	This support request is being reviewed by the
> Dell Escalation Team.	N/A
> 4/19/2010 2:57:44 PM	Agent initiated email response.	N/A
> 4/19/2010 2:40:20 PM	Customer initiated email contact.	N/A
> 4/19/2010 1:08:35 PM	Customer initiated email contact.	N/A
> 4/19/2010 1:05:49 PM	Agent initiated email response.	N/A
> 4/19/2010 11:58:42 AM	Customer initiated chat session.	N/A
> 4/19/2010 11:49:45 AM	Agent initiated email response.	N/A
> 4/19/2010 11:48:17 AM	Agent initiated phone contact.	N/A
> 4/19/2010 8:01:01 AM	Agent initiated email response.	N/A
> 4/19/2010 8:00:30 AM	Agent initiated email response.	N/A
> 4/19/2010 7:48:23 AM	Customer initiated phone contact.	N/A
>
> Is there a way to get the details, such as 
>
> 4/19/2010 7:48:23 AM Customer initiated phone contact. Suspect HDD fail
> 0.0.1
>
> Or similar ?
>
> Thanks
> Nick .
>
>  
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I don't think so - you would need the case title to be available and 
even then the case title can end up out of date (for example "system 
running slow" as the subject line but a hard drive being dispatched).

Your technical account manager can get that info for you and there are 
automatic reporting solutions available depending on how much you pay on 
warranty / how much Dell kit you have.

I'm guessing if you have access to some reporting you have pro-support / 
gold or similar so there may be a reporting add on for that support as well?



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