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Submitting a service request for hardware issues to the Lenovo Support Center

If Call Home is enabled using a service forwarder and a serviceable event occurs on a managed device, Lenovo XClarity Administrator automatically opens a service ticket, collects service data and save it as an archive file, and transfers the service archive file to the Lenovo Upload Facility. The archive service file contains the service data for the device and for XClarity Administrator. You can also manually collect and download service files for a managed device and send the files to the Lenovo Support Center at any time using XClarity Administrator. Opening a service ticket starts the process of determining a resolution to your hardware 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 you have completed and opened a service ticket.

Lenovo is committed to security. Service data that you would typically upload manually to Lenovo Support is automatically sent to the Lenovo Upload Facility over HTTPS using TLS 1.2 or later; your business data is never transmitted. Access to service data in theLenovo Upload Facility is restricted to authorized service personnel.

Before you begin

Attention
You must accept the Lenovo Privacy Statement before you can transfer data to Lenovo Support.
Ensure that the Call Home contact information is configured.
  1. From the XClarity Administrator menu bar, click Administration > Service and Support. The Service and Support page is displayed.
  2. Click Call Home Configuration in the left navigation to display the Call Home Configuration page.
  3. Fill in the contact and location information.
  4. Optional: Fill in the system information.
  5. Click Apply.

Ensure that all ports that XClarity Administrator requires (including ports that are required for Call Home) are available before you enable Call Home. For more information about ports, see Port availability.

Ensure that a connection exists to the Internet addresses that are required by Call Home. For information about firewalls, see Firewalls and proxy servers

If XClarity Administrator accesses the Internet through an HTTP proxy, ensure that the proxy server is configured to use basic authentication and is set up as a non-terminating proxy. For more information about setting up the proxy, see Configuring network access.

About this task

On the Endpoints Actions page, the Call Home Status column indicates whether Call Home is enabled on the baseboard management controller. A value of "Not Applicable" indicates that Call Home is not supported by the management controller. XClarity Administrator can perform a Call Home for a device regardless of whether the management controller supports Call Home. To determine whether Call Home is supported for a specific device, see the XClarity Administrator Support – Compatibility webpage.

For more information about configuring and enabling Call Home to automatically send service data to Lenovo Support Center, see Setting up automatic problem notification to Lenovo Support (Call Home).

For information about manually collecting and downloading service data, see Collecting and downloading service data for a device and Collecting and downloading Lenovo XClarity Administrator service files.

Procedure

Complete the following steps to manually open a service ticket.

  • If Call Home is configured but not enabled, perform the following steps to open a service ticket, collect and download service data, and send the files to the Lenovo Support Center:

    1. From the XClarity Administrator menu bar, click Administration > Service and Support. The Service and Support page is displayed.

    2. Click Endpoint Actions in the left navigation to display the Endpoint Actions page.

    3. Select the device, and click the All Action > Perform Manual Call Home.

      Tip
      You can test communication with the Lenovo Support Center to ensure that Call Home is set up correctly without actually sending data to Lenovo Support by clicking All Action > Perform Call Home Test.

    4. Provide a description of the problem that is being reported, including relevant event IDs.

    5. Click OK.

  • If Call Home is not configured or enabled, you can submit a service request by calling the Lenovo Support Line. For more information, see Getting help and technical assistance.

After you finish

You can monitor open service tickets from the Service Ticket Status page (see Viewing service tickets and status).