Ticket Guidelines - Quantum Scalar i6000 User Manual

Ticket Guidelines

Quantum Scalar i6000 User's Guide
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
2 View the details for the appropriate ticket (see
Details on page 57).
3 View the reports that are associated with this ticket (see
Ticket Details Reports
4 View the ticket's repair page (see
page 67).
Where did the issue occur in the library?
The Status Group field on the Details tab of the Ticket Details dialog
box indicates the library subsystem that caused the ticket. For more
information about the Details tab, see
page 57 The FRU ID field on the Report tab of the Ticket Details dialog
box indicates the type of FRU that is affected, and the FRU Instance
field indicates the specific FRU by its location in the library. For more
Chapter 2: Troubleshooting Your Library
Displaying Ticket Lists
on page 63.
Viewing Ticket Repair Pages
Viewing Ticket Details
Working With Tickets
on page 52).
Viewing Ticket
Viewing
on
on
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