Service tickets
Opening a service ticket starts the process of determining a resolution to your device issues by making the pertinent information available to Lenovo Support quickly and efficiently. Lenovo service technicians can start working on your resolution as soon as a service ticket is opened.
If Call Home is configured, Lenovo XClarity Oneautomatically opens a service ticket in the Lenovo Support Center when a serviceable event occurs on a device, such as such as an unrecoverable memory (see Automatic problem notification (Call Home)).
If Call Home is configured, you also can manually open a service ticket for a specific device, from the Actions panel on device details page by clicking . When you can manually open a service ticket, XClarity One XClarity One opens a service ticket with Lenovo Support, collects service-data files for the managed device, and attaches the collected data to the ticket.
Use the following definitions when selecting the severity for the service ticket.
Low. The problem causes little or no impact to your operations, or you have implemented a reasonable workaround.
Medium. You can use the product with minor features unavailable. However, these restrictions do not have a critical impact on operations.
High. You can use the product, but your operations are severely limited by the problem.
Critical. You cannot use the product, resulting in a critical impact to your operations. This condition requires an immediate solution.
You can add additional information to a service ticket in the In Progress state at any time by adding notes and by uploading new service-data files. You can collect and upload new server data (inventory, vital product data, and event logs) for a specific device or upload an existing (local) service-data file that is no more than 2 GB.
Service ticket status in XClarity One is synchronized with Lenovo Support Center every 24 hours.
- Open. Lenovo Support received the service ticket but is not actively working on the issue.
- In progress. Lenovo Support is actively working on the issues.
- On hold. Lenovo Support is waiting for feedback and has temporarily paused work on the issue.
- Closed. The service ticket was resolved and is no longer active.
- Other. The status of the service ticket is unknown.
You can view service ticket detail in the Lenovo Support ticketing system by clicking the service ticket number.