Managing service tickets
This section describes how to delete, export, refresh, and search tickets, attach file and notes, customize columns of the ticket list, and check details of tickets.
Procedure
- In any of Lenovo extensions, do one of the following to enter into the Service Tickets page:
Click the report problem icon
on the top right corner, and click Service Tickets from the menu.Click the more icon
on the top right corner, and then click from the menu.
- On the Service Tickets page, do one of the following:
- To delete tickets:
Select one or more target tickets, click Delete.
A pop-up dialog will be displayed for users to confirm whether to delete the ticket.
- Click OK.NoteOnly the tickets in the status of
Resolved, Cancelled, Unknown, Error, Duplicate, or Rejected can be deleted.
- To attach the file for the target ticket:
Select the target ticket, and click Attach File.
On the Attach File page, upload the file, and click Apply.
- To attach the note for the target ticket:
Select the target ticket, and click Attach Notes.
On the Attach Notes page, fill in the title and description, and click Apply.
The information in the Notes area of the target ticket will be updated.
To manually upload the data or log failed to be uploaded in the past 30 days, select the target ticket, and click Retry.
To export the ticket list, click Export.
The ticket list will be exported as a CSV file.
- To customize the columns of the ticket list:
Click the more icon
, and select Customize Columns.On the Customize Ticket Columns page, select the columns to be displayed on the Service Tickets page, and click Apply.
The target columns will be displayed in the ticket list.
To refresh the ticket list and details, click the refresh icon
on the top right corner.To search the specific ticket, input the ticket number, status, or title of the target ticket in search field. The target tickets will be displayed.
- To check the details of a ticket, click the target ticket from the list. The Details area will be displayed.Note
To download the data or log to local, click the ZIP/EVTX file of the target data or log.
If the option excepting for Cluster — Storage, Cluster — Performance, or Cluster — Network is selected on the Report Problem page, the cluster diagnostic data will not be uploaded. Users can click Upload to manually upload the data after receiving the notification from Lenovo Support.
To hide the Details area, click the collapse icon
on the top-right corner of the Details area.
To sort the ticket list by alphabet or number, click the Ticket Number, Status, or Title column.