14 Troubleshooting; Managing Support Tickets; Creating, Viewing, And Deleting Support Tickets - HP StorageWorks x9300 Administrator's Manual

14 Troubleshooting

Managing support tickets

A support ticket includes system and X9000 software information useful for analyzing performance
issues and node terminations. A support ticket is created automatically if a file serving node
terminates unexpectedly. You can also create a ticket manually if your cluster experiences issues
that need to be investigated by HP Support.
The collected information is collated into a tar file and placed in the directory /admin/platform/
diag/support/tickets/ on the active management console. Send this tar file to HP Support
for analysis. The name of the tar file is ticket_<name>/tgz. In the filename, <name> is a
number, for example, ticket_0002.tgz. To view or delete a specific ticket, use the name
assigned to the ticket.
The Support Ticket feature requires that two-way shared SSH keys be configured on all file serving
nodes. For new systems, the keys were configured for you when the cluster was installed. If you
upgraded from a release earlier than 5.4, you need to configure the keys. (See
shared ssh keys" (page
NOTE: When the cluster includes an agile management console configuration, the Support Ticket
information shown on the management console GUI or CLI is in the context of the currently active
management console. If the active management console fails over and the passive management
console becomes active, the existing support ticket information does not move to the newly active
management console. Support Ticket operations are always handled by the currently active
management console and the final output of the operations is stored there.

Creating, viewing, and deleting support tickets

To create a support ticket, select Support Ticket from the GUI Navigator, and then select Create
from the Options list. On the Create Support Ticket dialog box, enter a label to help identify the
ticket. The label is for your information only.
To create a support ticket from the CLI, use the following command:
<ibrixhome>/bin/ibrix_supportticket -c -L <Label>
To view a support ticket on the GUI, select Support Tickets from the Navigator. On the CLI, use
the following command to view all support tickets:
<ibrixhome>/bin/ibrix_supportticket -l
To view details for a specific support ticket, use the following command:
<ibrixhome>/bin/ibrix_supportticket -v -n <Name>
When you no longer need a support ticket, you can delete it. From the GUI, select Support Ticket
from the Navigator. Select the appropriate support ticket, select Delete from the Options menu,
and confirm the operation.
To delete a support ticket from the CLI, use the following command:
<ibrixhome>/bin/ibrix_supportticket -d -n <Name>
78 Troubleshooting
79).)
"Configuring