Setting up automatic problem notification to Lenovo Support (Call Home)

You can create a service forwarder that automatically sends service data for any managed device to Lenovo Support using the Call Home when certain serviceable events, such as an unrecoverable memory, are received from specific managed devices so that the issue can be addressed. This service forwarded is named "Default Call Home."

Before you begin

Attention: Call Home is not currently supported for users in China and for Converged HX and ThinkAgile HX and VX appliances (world wide).

Ensure that all ports that are required by Lenovo XClarity Administrator (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

If a Call Home service forwarder is not configured, you can manually open a problem record and send service files to the Lenovo Support Center by following the instructions on the New Service Request webpage. For information about collecting and downloading service files, see Collecting and downloading Lenovo XClarity Administrator service files and Collecting and downloading service data for a device.

If a Call Home service forwarder is configured but not enabled, you can manually open a problem record using the Call Home function to collect and transfer service files to the Lenovo Support Center at any time. For more information, see Opening a problem record with the Lenovo Support Center.

When a Call Home service forwarder is configured and enabled, XClarity Administrator automatically opens a problem record and transfers service files to the Lenovo Support Center when a serviceable event occurs so that the issue can be addressed.

Note: When a Call Home service forwarder is enabled in Lenovo XClarity Administrator, Call Home is disabled on each managed device to avoid duplicate problem records from being created. If you intend to discontinue using Lenovo XClarity Administrator to manage your devices or if you intend to disable Call Home in XClarity Administrator, you can re-enable Call Home on all managed devices from the XClarity Administrator in lieu of re-enabling Call Home for each individual device at a later time.. For information about re-enabling Call Home on all managed devices when the service forwarder for Call Home is disabled, see Re-enabling Call Home on all managed devices.

For information about viewing problem records that were opened automatically by a Call Home service forwarder, see Viewing problem records and status.

Procedure

Complete the following steps to setup a service forwarded for Call Home.
  • Setup Call Home for all managed devices (current and future):

    1. From the XClarity Administrator menu bar, click Administration > Service and Support.

    2. Click Call Home Configuration in the left navigation to display the Call Home Configuration page.


      Illustrates the Call Home configuration information on the Service and Support page.
    3. Fill in the contact and location information.

    4. (Optional) Fill in the system information.

    5. Click Apply.

      A Call Home service forwarder named "Default Call Home" is created for all managed devices using the specified contact information.

    6. Enable and test the "Default Call Home" service forwarder.

      1. Click Service Forwarder in the left navigation to display the Service Forwarders page.

      2. Select Enable in the Status column for the "Default Call Home" service forwarder.

      3. Select the "Default Call Home" service forwarder, and click Test Service Forwarders to generate a test event for the service forwarder and verify that XClarity Administrator is able to communicate with the Lenovo Support Center.

        You can monitor the test progress by clicking Monitoring > Jobs from the XClarity Administrator menu bar.

        Note: The service forwarder must be enabled before it can be tested
  • Setup Call Home for specific managed devices:

    1. From the XClarity Administrator menu bar, click Administration > Service and Support.

    2. Click Service Forwarders in the left navigation to display the Service Forwarders page.

    3. Click the Create Service Forwarder icon (Create icon) to display the New Service Forwarder dialog.

    4. Click the General tab.


      Illustrates the general configuration information for creating a new service forwarder on the New Service Forwarder page.
      1. Select Call Home as the service forwarder:

      2. Enter the name of the service forwarder and a description.

      3. Specify the number of automatic-notification retries. The default is 2.

      4. Specify the minimum number of minutes between retries. The default is 2.

      5. (Optional) Click Requires Service Data Inspection if you want to inspect the service-data files before they are transferred, and optionally specify the e-mail address of the contact to be notified when service files must be inspected.

    5. Click the Specific tab, and fill in the contact and system information.

    6. Click the Devices tab, and select the managed devices for which you want this service forwarder to forward service files.

      Tip: To forward service files for all managed devices (current and future), select the Match all devices checkbox.
    7. Click Create. The service forwarder is added to the Service and Support page.

    8. On the Service Forwarders page, select Enable in the Status column to enable the service forwarder.

    9. Select the service forwarder, and click Test Service Forwarders to generate a test event for the service forwarder and verify that XClarity Administrator is able to communicate with the Lenovo Support Center.

      You can monitor the test progress by clicking Monitoring > Jobs from the XClarity Administrator menu bar.

      Note: The service forwarder must be enabled before it can be tested.

What to do next

From the Service and Support page, you can also perform the following actions:
  • If Requires Service Data Inspection is selected and a serviceable event was received from one of the managed devices that is associated with the service forwarder, you must inspect service files before the files are forwarded to the service provider. For more information, see Transferring service files to Lenovo Support.
  • Determine whether Call Home is enabled or disabled on a managed device by clicking Device Actions in the left navigation and verifying the state in the Call Home Status column.
    Tip: If "Unknown State" is displayed in the Call Home Status column, refresh the web browser to display the correct status.
  • Define the support contact and location information for a specific managed device by clicking Device Actions in the left navigation, selecting the device, and then clicking the Create Contact Profile icon (Create icon) or Edit Contact Profile icon (Edit icon).

    The contact and location information for the managed device is included in the problem record that Call Home sends to the Lenovo Support Center. If unique contact and location information is specified for a managed device, that information is included in the problem record. Otherwise, general information that is specified for the XClarity Administrator Call Home configuration (on the Call Home Configuration page or Service Forwarders page) is used. For more information, see Lenovo Support Center. For more information, see Defining the support contacts for specific devices.

  • View problem records that have been submitted to the Lenovo Support Center by clicking Problem Record Status in the left navigation. This page lists problem records that have been opened automatically or manually by a Call Home service forwarder, the status, and service files that were transmitted to the Lenovo Support Center. For more information, see Viewing problem records and status.
  • Collect service data for a specific device by clicking Device Actions in the left navigation, selecting the device, and then clicking the Collect Service Data icon (Collect diagnostic file icon). For more information, see Collecting and downloading service data for a device.
  • Manually open a problem record in the Lenovo Support Center, collect service data for a specific device, and send those files to the Lenovo Support Center by clicking Device Actions in the left navigation, selecting the device, and then clicking All Actions > Perform Manual Call Home.

    If the Lenovo Support Center requires additional data, the Lenovo Support might instruct you to recollect service data for that device or for another device.

    For more information, see Opening a problem record with the Lenovo Support Center.

  • Re-enable Call Home on all managed devices by clicking Device Actions in the left navigation, and then clicking All Actions > Enable Call Home on all devices.

    When a Call Home service forwarder is enabled in Lenovo XClarity Administrator, Call Home is disabled on each managed device to avoid duplicate problem records from being created. If you intend to discontinue using Lenovo XClarity Administrator to manage your devices or if you intend to disable Call Home in XClarity Administrator, you can re-enable Call Home on all managed devices from the XClarity Administrator in lieu of re-enabling Call Home for each individual device at a later time.

    For more information, see Re-enabling Call Home on all managed devices.