Working With Tickets; Ticket Guidelines - Quantum scalar i2000 User Manual

Working With Tickets

Ticket Guidelines

Scalar i2000 User's Guide
Tickets are your primary troubleshooting tool when you experience
problems with the library. A ticket provides details and reports about the
issue and library conditions at the time of the event. It also provides
guidance on how to resolve the issue. If you are an administrator or a
service representative, you can access the tickets through the LMC. This
section explains how to display ticket lists, view ticket and report details,
view repair pages, and resolve and close tickets.
To help you quickly troubleshoot an issue by using tickets, read the
2 following guidelines.
What is the issue and its cause?
You became aware of a library issue because either the library sent an
e-mail notification, an LMC system status button indicated a subsystem
status of Warning, Degraded, or Failed, or a backup/archive software
application indicated a problem. Tickets include details about the issue
and library conditions at the time of the event. They also include reports,
any history tickets that the library has created in the past for the same
FRU, and a repair page that provides a detailed description of the issue
and its possible causes. The repair page also provides corrective actions
that you or a CSE can perform. To use a ticket to determine an issue and
its cause, you can perform the following general steps:
1 Display a list of tickets (see
2 View the details for the appropriate ticket (see
on page 21).
3 View the reports that are associated with this ticket (see
Ticket Details Reports
4 View the ticket's repair page (see
Chapter 2 Troubleshooting Your Library
Displaying Ticket Lists
on page 26.
Viewing Repair Pages

Working With Tickets

on page 16).
Viewing Ticket Details
Viewing
on page 30).
2
12