Creating and assigning contacts for service and support

About this task

You can assign primary and secondary contacts to resource groups. When you assign contacts to a resource group, the contacts are assigned to all resources in that group.

Assigning primary and secondary contacts is optional; however, if you want to assign a secondary contact, you must also assign a primary contact.

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 Manually opening a service ticket in the Lenovo Support Center).

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.

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 (see Manually opening a service ticket in the Lenovo Support Center).

Procedure

• Define a contact
  1. From the Lenovo XClarity Orchestrator menu bar, click Administration () > Service and Support, and then click Contact Information in the left navigation to display the Contact Information card.
  2. Click the Create icon () to display the Add Contact dialog.
  3. Fill in the contact name, email, phone number, and location.
  4. Select the preferred method of contact.
  5. Click Save to create the contact.
• Assign contacts to resource groups
  1. From the Lenovo XClarity Orchestrator menu bar, click Resources () > Groups to display the Groups card.
  2. Select the group, and click the Edit icon () to display the Edit group dialog.
  3. Select the resource group.
  4. Click the Contact Information tab.
  5. Select the primary support contact and one or more secondary support contact to assign to all devices in the group.
  6. Click Save.