Working With Tickets; Ticket Guidelines; What Is The Issue And Its Cause? - Quantum Scalar i6000 User Manual

Chapter 2: Troubleshooting Your Library

Working With Tickets

Working With Tickets

Ticket Guidelines

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Note: A notification e-mail contains helpful information about a
ticket and how to resolve it. However, the notification
represents a condition that existed at a certain time in the past.
The notification might not reflect the current situation. The
notification indicates a specific ticket ID, so you should find
and examine that specific ticket in the LMC. The ticket reflects
the real-time status of the issue. For more information about
accessing tickets, see
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
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
Working With Tickets
Displaying Ticket Lists
Quantum Scalar i6000 User's Guide
on page 42.
on page 46).