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Service tickets

If Call Home is configured, when a serviceable event occurs on a specific device (such as such as an unrecoverable memory), Lenovo XClarity One automatically opens a service ticket with Lenovo Support, collects service-data files for the managed device, sends that data to Lenovo Support using Call Home, and attaches the collected data to the ticket.

If Call Home is not configured, you can manually open a service ticket and send service files to the Lenovo Upload Facility by following the instructions on the Submit an eTicket webpage.

You can monitor your open service-ticket by clicking Monitor in the context menu from the Device management view.

The Service tickets panel summarizes the data about tickets that were raised by managed devices, including the following data.

  • A circular graph representing the percent of tickets by status (low, medium, high, critical). Hover over each colored bar in the graph to see the total number of tickets for the specific severity.
  • Total number of tickets by status. Click a number to open the Service Tickets page with a list of all tickets in that status.
  • A line graph representing the number of tickets, over time in the last month. Hover over each colored bar in the graph to see the number of tickets by status.
  • Total number of tickets, by status, in last month and in the past year.

You view a list of open service tickets by clicking the Service Tickets panel title.

When using XClarity One as a local VM without Internet access and Call Home is enabled, you can recollect service data for the device that is associated with a specific service ticket from Service Tickets page by selecting a service ticket and then clicking the Collect service data icon (Actions menu icon).

You can test the connection between the portal and Lenovo Support website by manually creating a service ticket and then selecting Make this a Call Home test. The portal generates a test event to test the connection.