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.

Before you begin

You must be a member of a user group to which the predefined Supervisor role is assigned.

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 – XClarity Orchestrator.

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.

When contacts are in the following countries, Call Home requires a Lenovo Premier Support contract. For more information, contact your Lenovo representative or authorized business partner.

Qatar
Saudi Arabia
United Arab Emirates

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.

From the XClarity Orchestrator menu bar, click the Administration () > Service and Support, and then click Call Home Configuration in the left navigation to display the Call Home Configuration card.
Review the Lenovo Privacy Statement, and then click I Agree with the Lenovo Privacy Statement
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.
Change the Call Home status to Enable.
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.
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.
Optional: Fill in the system location information.
Click Call Home Connection Test to verify that XClarity Orchestrator can communicate with the Lenovo Support Center.
Click Apply.

After you finish

You can perform the following actions that are related to service data.

Reset Call Home settings to the default values by clicking Reset Configuration.
View information about all service tickets that were submitted to the Lenovo Support Center either automatically or manually using Call Home by clicking Service Tickets in the left navigation. For more information, see Viewing service tickets and status.
Collect service data for a selected device from the Device Actions card by clicking the Collect Service Data icon (). For more information, see Collecting service data for devices.
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 (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 Lenovo XClarity Administrator.
Manually open a service ticket in the Lenovo Support Center, collect service data for a specific device, and send those files to the Lenovo Support Center from the Device Actions card, selecting the device and then clicking the Open service ticket icon (). For more information, see Manually opening a service ticket in the Lenovo Support Center.
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.

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