Service Tickets; Table 22 Service Tickets - Quantum DXi4500 User Manual

Service Tickets

Quantum DXi4500 User's Guide
When an event in the DXi4500 is detected, and localized isolation and
recovery is attempted, the event is reported to one of the monitoring
daemons. The monitoring daemon reports the event to the service
daemon. The service daemon then logs the event and applies additional
logic to determine whether the event warrants a service ticket.
If the event is not critical, the process for the event is completed. If the
event is critical, the service daemon creates and logs a service ticket and
notifies the user interface that a new service event needs attention. If
the DXi4500 detects that the problem is resolved, the ticket is closed. If
the user indicates that the problem has been resolved, the ticket can be
closed manually. At this point, the service daemon updates the ticket
database and notifies the DXi4500 Web pages.
Note: Tickets that are not resolved are generated again after 24
hours.
Note: You must complete e-mail configuration (see
Configuration
To help users determine the criticality of events occurring in the
DXi4500, service tickets grade events as Low, Middle, or High severity.
• Low (green) - An event has occurred which needs to be resolved,
but it generally does not affect the operation or performance of the
DXi4500.
• Middle (yellow) - A more serious event has occurred which needs
to be resolved, but it does not necessarily need to be fixed
immediately. The operation and performance of the DXi4500 may
be degraded.
• High (red) - A critical event has occurred which needs to be resolved
immediately. The operation and performance of the DXi4500 is
degraded and there is a risk of impending system failure or data
loss.
Service tickets or recommended action tickets (RAS) provide guidance to
users on how to resolve certain events in the DXi4500. Some service
tickets (and associated recommended actions files) guide users through
on page 98) before service tickets can be sent.
Chapter 7: DXi4500 Alerts
Service Tickets
Email
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