Generating Support Tickets

Generating Support Tickets

LDO includes integrated support ticketing capabilities that allow administrators to create support tickets directly from the platform.

Support tickets can be created manually from multiple locations within LDO or automatically through Auto-Ticketing.

You can create a support ticket using any of the following methods:

I. Report Pages - Fix Issues Tab

On Device Insights report pages, such as BSOD Crashes, Batteries, and Storage Drives, users can click on Get Support in the Issue tray. 

This method automatically creates a Hardware support ticket associated with the selected device issue.

II. Inspect Device 

On the Inspect Device page, click Get Support in the upper-right corner. 

This method automatically creates a Hardware support ticket associated with the selected device.

III. Support Tickets Page

1. Go to Support Tickets.
2. Hover over the   icon next to the Support Tickets title.
3. When Raise a Support Ticket appears, click it.

This method allows you to select one of the following ticket types:


1. Hardware:
Create a support ticket for a Lenovo device covered by warranty.

This option works similarly to submitting a ticket through Lenovo Technical Support, with the added benefit of automatically including relevant LDO Device Insights data. Information such as detected issues and diagnostic details, including BSOD data, is attached to the ticket automatically, eliminating the need to manually copy and paste troubleshooting information.
Info
Tickets created using Fix Issue or Inspect Device are automatically created as Hardware tickets.

2) Software:
Use this option to report issues related to Lenovo software, such as Lenovo Vantage. Software tickets can also be created for devices from other OEMs.

3) LDO Platform: 
Use this option to report issues related to Lenovo Device Orchestration, such as:
  1. Interface errors
  2. Incorrect text or labels
  3. Missing translations
  4. Unexpected application behavior

Creating a Hardware Ticket

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The device must be covered by a Lenovo warranty.
  1. Select Hardware.
  2. Enter the Serial Number.
  3. Select the Ticket Type. In this case, select Hardware.
  4. Select Device Location.
  5. Click Next. 
  6. Optional: Select a Reported Issue - add a device issue previously detected by LDO-
  7. Click Next.
  8. Optional: Describe Issue Details - provide additional information describing the issue-.
  9. Optional: include a Lenovo Diagnostic Tool Result or Tracking Reference Number.
  10. Click Next.
  11. Select the LDO portal user who will serve as the Contact person for the support ticket.
  12. Click Next.
  13. Complete the device Location Details.
  14. Review the ticket information and click Submit Ticket.
    Submitted tickets appear on the Support Tickets page.
  15. If you click a ticket, the ticket information is displayed in a new tab.

Creating a Software Ticket

1. Select Software. 
2. Select the Ticket Type. In this case, select Software. 
3. Select Device Location.
4. Click Next.
The Software ticket workflow is identical to the Hardware ticket workflow, except the device does not need to be covered by a Lenovo warranty.
5. Follow the procedure described in Creating a Hardware Ticket.

Creating an LDO Platform Ticket

Use this option to report issues related to Lenovo Device Orchestration, such as interface errors, incorrect text, missing translations, or unexpected behavior.
  1. Select LDO Platform.
  2. Select the Ticket Type. In this case, select Platform.
  3. Select the Device Location.
  4. Continue with the workflow. Provide a description of the issue and, if available, attach screenshots or images to assist with troubleshooting.

Enabling Auto-Ticketing

Auto-Ticketing allows to automatically create support tickets when qualifying issues are detected.
Depending on the selected configuration, tickets can:
  1. Require review and approval before submission.
  2. Be submitted automatically without review.
This feature streamlines the support process by reducing manual ticket creation and ensuring that detected issues are submitted consistently and promptly.
  1. Go to Support Tickets.
  2. Click Enable Auto-Ticketing.
  3. In the Create Group for Auto-Ticketing dialog, click inside the Select Labels box and select one of these options:
    1. All Devices
    2. All Labels
      or
    3. A user-defined label configured on the Device Management > Devices page
  4. Click Next. 
  5. Select a Serviceable Location and specify a Group Name.
  6. Click Next.
  7. Complete the Service Group Address.
  8. Click Next.
  9. Complete the Service Group Contact user details.
  10. Configure the following settings: 
    1. Enable Auto Ticketing for This Group
      Automatically creates and tracks Lenovo Support tickets for devices assigned to the Service Group.
    2. Raise Tickets Without Review
      Automatically submits tickets when issues are detected. When disabled, tickets first appear in Ticket Requests tab for review and approval before submission.
  11. Click Create Group.
    Select a Service Group from the Service Groups tab to modify its configuration and view the Labels assigned to devices in the group, if any Labels have been applied.