Generating Support Tickets

Support Tickets

LDO is a powerful tool packed with features to support enterprise device management. One feature that stands out for users with Lenovo devices is  LDO Device Insights Support Ticketing.

With this functionality, users can easily create support tickets for most issues detected in LDO Device Insights. Tickets can be raised manually using Get Support buttons or automatically by enabling Auto Ticketing.

The following methods are available to create support tickets within your LDO portal:

Report - Fix Issues Tab

On LDO Device Insights report pages such as BSOD Crashes, App Performance, Batteries, and Storage Drives, users can click on Get Support in the Issue pane:

Device Lookup

On a specific device's Device Lookup page, users can click on Get Support in the top-right section:

Support Tickets Page

From the LDO Device Insights Support Tickets page, users can click Raise a Support Ticket:

This method will give you three options to choose from:

1. Lenovo Hardware: This option guides you through creating a Lenovo Support ticket for warrantied Lenovo devices. It functions similarly to submitting a ticket via https://pcsupport.lenovo.com/us/en/ , with the added advantage of automatically including relevant LDO Device Insights context—no need to manually copy and paste crash data like BSOD logs; LDO handles it for you.
   Note: Tickets created via the Report Issues and Device Lookup methods mentioned above will be of this type.
2. Software: Use this option to report issues with Lenovo software running on devices, such as Lenovo Vantage. This also applies to devices from other OEMs. 
   
3. Platform: Select this option to report problems related to the LDO platform itself, such as interface errors, typos, or unexpected behaviors

Lenovo Hardware Support Ticket

Use one of the previously mentioned methods to bring up the Suport Ticketing modal (Report issue such as BSOD, Device Lookup, or Support Tickets page):
Note: Must be a Lenovo warrantied device.

1. Click Next to proceed. You will be given the option to add a previously detected device issue (identified by LDO) to the support ticket.
   You can also manually describe the issue to provide additional context alongside the linked device issue:
   
   
     

   
   
   
2. Optionally you can include a Lenovo Diagnostic Tool Result or a relevant Tracking Reference Number set.
   
   

   
   
   
3. In this next page you will choose a user from your LDO portal to be the contact person for this support ticket.
   
   

   

   
   
4. Continue to fill in the Device Location Details:
   
   

   

   
   
5. Review any ticket fields and then click Submit Ticket.
   
   

   

   
   
6. Tickets created within LDO will populate in the Support Tickets page. 
   
   

   
   
   
7. Clicking on a ticket will open that ticket in a new tab:
   
   

   

Software Ticket

1. From the Support Tickets page, click Raise a Support Ticket option and select Software:
   
   Note: Device does not need to be a Lenovo warrantied device.
   
   
2. Click Next to continue. You will have the option to add a device issue previously detected by LDO to the support ticket.
   Additionally, you can provide a manual description of the issue to supplement the linked data.
   
   
     

   
   
   
3. Optionally you can include a Lenovo Diagnostic Tool Result or a relevant Tracking Reference Number set.
   
   

   
   
   
4. In this next page you will choose a user from your LDO portal to be the contact person for this support ticket.
   
   

   

   
   
5. Continue to fill in the Device Location Details:
   
   

   

   
   
6. Review any ticket fields and then click Submit Ticket.
7. Tickets created within LDO will populate in the Support Tickets page. 
   
   

   
   
   
8. Clicking on a ticket will open that ticket in a new tab:
   
   

   

   
   

Enable Auto Tickets

Enable Auto Tickets is perhaps the most powerful feature of LDO Support Tickets. It allows users to configure rules so that issues detected by LDO Device Insights automatically generate Lenovo Support tickets.

When enabled, LDO can either prompt users to review and approve tickets before they are submitted, or automatically create and submit tickets without requiring approval—depending on your configuration.

1. To begin configuration, click Enable Auto Tickets in the top-right corner of the Support Tickets page:
   
   
   
   
   
2. When the Create a Service Group modal appears, click inside the Labels box to select one of the following options:
   
1. All Devices
   
2. All Labels
   or
3. A user specified label
   

   (configured in LDO Device Management / Devices page).
   
   

   

   
   
3. Specify a Group Name:
   
   

   

   
   

   
   
4. Complete the Service Group Address:
   
   

   

   
   

   
   
5. And the Service Group Contact user details:
   
   

   

   
   

   
   
6. Finally, there are two toggle settings for the Service Group. You can modify these at any time by selecting the group from the Service Groups tab on the Support Tickets page:
   
1. Enable Auto Ticketing For This Group: When enabled, LDO will automatically raise and track support ticket requests with the Lenovo Support Team for this group.
   
2. Raise tickets without review: When disabled, tickets will first appear in the Ticket Requests tab of the Support Tickets page, allowing you to review and approve them before submission.
   
   

   
   
   
7. By clicking on a created Service Group, you can configure its settings and view the Labels assigned to devices in the group (if any Labels were applied):
   
   

   

   
   

   
   

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