Submitting a service request for hardware issues to the Lenovo Support Center

If Call Home is enabled using a service forwarder and a serviceable event occurs on a managed device, Lenovo XClarity Administrator 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 and download service files for a managed device and send the files to the Lenovo Support Center at any time using XClarity Administrator. 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.

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

Before you begin

About this task

For more information about configuring and enabling Call Home to automatically send service data to Lenovo Support Center, see Setting up automatic problem notification to Lenovo Support (Call Home).

For information about manually collecting and downloading service data, see Collecting and downloading service data for a device and Collecting and downloading Lenovo XClarity Administrator service files.

Procedure

Complete the following steps to manually open a service ticket.

What to do next

You can monitor open service tickets from the Service Ticket Status page (see Viewing service tickets and status).