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Configuring and enabling automatic problem notification (Call Home)

You can set up Lenovo XClarity Orchestrator to automatically open a service ticket and send collected service data to Lenovo Support using the Call Home function when a device generates certain serviceable events, such as an unrecoverable memory, so that the issue can be addressed.

Before you begin

Ensure that all ports that are required by XClarity Orchestrator and by the Call Home function 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 Orchestrator 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 settings.

Important
If Call Home is enabled on both XClarity Orchestrator and Lenovo XClarity Administrator, ensure that Lenovo XClarity Administrator v2.7 or later is used to avoid duplicate service tickets. If Call Home is enabled on XClarity Orchestrator and disabled on Lenovo XClarity Administrator, then Lenovo XClarity Administrator v2.6 or later is supported.

About this task

If Call Home is configured and enabled and a serviceable event occurs on a specific device, XClarity Orchestrator automatically opens a service ticket and transfers service data for that device to the Lenovo Support Center.

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

When Call Home is not enabled, you can manually open a service ticket and send service files to the Lenovo Support Center by following the instructions on the How to open a support ticket webpage. For information about collecting service files, see Manually opening a service ticket in the Lenovo Support Center.

For information about viewing service tickets that were opened automatically by Call Home, see Viewing service tickets and status.

Procedure

To setup Call Home for automatic problem notification, complete the following steps.

  1. From the XClarity Orchestrator menu bar, click the Administration (Administration icon) > Service and Support, and then click Call Home Configuration in the left navigation to display the Call Home Configuration card.

    Call Home Configuration card
  2. Review the Lenovo Privacy Statement, and then click I Agree with the Lenovo Privacy Statement
  3. Optional: Specify the default Lenovo customer number to use when reporting problems.
    Tip
    You can find your customer number in the proof-of-entitlement email that you received when you purchased your XClarity Orchestrator license.
  4. Change the Call Home status to Enable.
  5. Select the primary contact to use from multiple group assignments.

    You can assign a primary support contact to a group of devices. If a device is a member of multiple groups, it is possible that each group is assigned a different primary contact. You can choose to use the primary contact assignment for the first group or the last group that the device was assigned to.

  6. Fill in the contact information and preferred method of contact by Lenovo Support.

    If a device is not a member of a group with an assigned primary contact, the default contact is used for Call Home.

  7. Optional: Fill in the system location information.
  8. Click Call Home Connection Test to verify that XClarity Orchestrator can communicate with the Lenovo Support Center.
  9. Click Apply.

After you finish

Continue initial setup by going to Setting up event-data forwarding.