Service Tickets - Quantum DXi6900 User Manual

Chapter 8: Alerts

Service Tickets

The DXi6900 has the capability to automatically detect and resolve problems encountered by the system
during operation. If a problem cannot be resolved automatically and requires user intervention or servicing,
the system generates a service ticket.
A service ticket contains detailed information about the problem and, if appropriate, steps you can take to
resolve it. If the DXi6900 detects that the problem is resolved, the system automatically closes the service
ticket. You can also manually close a service ticket after the problem is corrected.
Note: Tickets that are not resolved are generated again after 24 hours.
See the following sections for more information about service tickets:
Service Ticket Priority
The system assigns each service ticket a priority based on the criticality of the problem that caused the
system to generate the ticket. There are three priority levels:
Priority Level Description
Low A minor problem occurred and needs to be resolved, but the operation and performance of the
DXi6900 are not significantly affected.
Middle A serious problem occurred and needs to be resolved, but it does not necessarily need to be
fixed immediately. The operation and performance of the DXi6900 may be degraded.
High A critical problem has occurred and needs to be resolved immediately. The operation and
performance of the DXi6900 are degraded, and there is a risk of system failure or data loss.
Recommended Actions
If appropriate, a service ticket includes recommended actions. The recommended actions provide
instructions for resolving the problem that caused the system to generate the ticket.
Perform the recommended actions to try to resolve the problem before contacting Quantum customer
support. If you are able to resolve the problem, you can close the service ticket.
Note: The recommended actions should be performed by a user who is familiar with operating the
DXi6900.
Working With Service Tickets
The Service Tickets page allows you to view and work with service tickets.
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