Working with service and support
Lenovo XClarity Orchestrator provides a set of tools that you can use to collect and send service files to Lenovo Support, set up automatic notification to service providers when certain serviceable events occur on specific devices, view service-ticket status, and warranty information. You can contact Lenovo Support to get help and technical assistance when you run into problems.
- Sending periodic data to Lenovo
You can optionally allow Lenovo XClarity Orchestrator to collect information about your hardware environment and to send that data to Lenovo on periodic basis. Lenovo uses this data to improve your experience with the Lenovo products and with Lenovo support. - Collecting service data for XClarity Orchestrator
You can manually collect service data for Lenovo XClarity Orchestrator and then save the information as an archive in tar.gz format to the local system. You can then send the service files to your preferred service provider to get assistance in resolving issues as they arise. - Collecting service data for devices
When there is a problem with a device that requires the assistance of a service provider such as Lenovo Support to resolve, you can manually collect service data (including service information, inventory, and logs) for that device as an archive file in tar.gz format to help identify the cause of the issue. You can save the archive file to your local system, and then send the archive to your preferred service provider. - Importing service data for devices
You can import a service-data archive for a specific device. The archive can be retrieved from a Lenovo XClarity Administrator resource manager or directly from the baseboard management controller. - Creating and assigning contacts for service and support
When resources require assistance from Lenovo Support, Lenovo needs to know who to contact. You can define contact information in one place and then assign those contacts as default primary and secondary contacts for specific resources. - Automatically opening service tickets using 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. - Manually opening a service ticket in the Lenovo Support Center
If Call Home is enabled using a service forwarder and a serviceable event occurs on a managed device, Lenovo XClarity Orchestrator automatically opens a service ticket, collects service files for the managed device, and sends the files to the Lenovo Support Center. You can also manually collect service files for a managed device as an archive, save the archive to the local system, and send the files to the Lenovo Support Center at any time. 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. - Viewing service tickets and status
You can view information about service tickets that were manually created or automatically submitted to the Lenovo Support Center using Call Home, and service tickets that were generated by support services other than Call Home. - Viewing warranty information
You can determine the warranty status (including extended warranties) of the managed devices.
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