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.
Before you begin
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.
- Ensure that the Call Home contact information is configured and enabled (Automatically opening service tickets using Call Home).
- Ensure that XClarity Orchestrator can communication with the Lenovo Support Center by clicking Administration (
) > Service and Support from the XClarity Orchestrator menu bar, and clicking Call Home Configuration in the left navigation to display the Call Home Configuration page. Then, click Call Home Configuration Test to generate a test event and verify that XClarity Orchestrator can communicate with the Lenovo Support Center. - Ensure that all ports that XClarity Orchestrator 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 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.
About this task
When manually open a service ticket, you can choose to use the contacts that are assigned to the problem resource, or you can choose another contact.
When primary and secondary contacts are assigned to a group, those contacts become assigned to each device in that group. Each device can be assigned one primary contact and one or more secondary contacts. If a device is a member of multiple groups, all secondary contacts that are assigned to all groups of which the device is a member are assigned to the device. 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 (see Automatically opening service tickets using Call Home).
If a device is not a member of a group with an assigned primary contact, the Call Home contact is assigned by default. The Call Home contact is used when service tickets are opened automatically using Call Home (see Automatically opening service tickets using Call Home). Contacts assigned to resources and groups take precedence over the default Call Home contact.
Procedure
To manually open a service ticket, complete the following steps.
- If Call Home is configured and enabled, perform the following steps to open a service ticket, collect service data, and send the files to the Lenovo Support Center.
- From the XClarity Orchestrator menu bar, click Resources (
), and then click the device type to display a card with a tabular view of all managed devices of that type. - Click the row for the device to display the device summary cards for that device.
- Click Service in the left navigation to display the Service Tickets card.
- Click the Open service ticket icon (
) to display the Add New Ticket dialog. - Provide a description of the problem that is being reported, including relevant event codes.
- Optionally choose the severity of the problem. This can be one of the following values.
- Urgent
- High
- Medium (default)
- Low
- Click Send.
- From the XClarity Orchestrator menu bar, click Resources (
- 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.
After you finish
You can perform the following actions from the device-specific Service page.
- View information about all open service tickets by clicking from the XClarity Orchestrator menu bar.
- Add a note to a selected service ticket by clicking the Add service ticket note icon (
).Note- The service ticket must be in the Open, In Progress, or On Hold state. You cannot add a note to a service ticket that is in the Closed or Other state.
- You can add a note to only Lenovo service tickets. You cannot add a note to IBM, Service Now, or Cherwill service tickets.
- You cannot add a note to a software service ticket that was opened for a resource manager.
- Attach a service-data archive to a selected active service ticket from the Service Tickets card on the device-specific Service page by clicking the Attach service file icon (
). You can attach a file from XClarity Orchestrator or the local system.Note- You can attach a single archive file that is no more than 2 GB. The file name can be no longer than 200 characters. For information about creating service-data archives, see Collecting service data for devices.
- The service ticket must be in the Open, In Progress, or On Hold state. You cannot attach an archive to a service ticket that is in the Closed or Other state.
- You cannot attach an archive to a software service ticket that was opened for resource manager.