Using Auto Support; Create New Support Tickets - Spectra Logic Spectra T950V User Manual

Chapter 11 — Configuring and Using AutoSupport
U A S
SING UTO
AutoSupport provides the easiest way to open a support ticket or incident.
The following sections describe how to open or update a support ticket
using AutoSupport.
You can also open a support incident using the Spectra Logic Technical
Support portal. For instructions on submitting a support incident through
the support portal, see Opening a Support Ticket on page 450.
User Privilege Requirements Only a user with superuser or administrator
privileges can open and modify support tickets using AutoSupport.

Create New Support Tickets

Follow these steps to open a new ticket with Spectra Logic Technical
Support.
1. Log into the library as a user with superuser or administrator privileges.
2. From the toolbar menu, select Maintenance > AutoSupport. The main
August 2019
UPPORT
 If autosupport@spectralogic.com is included in the Mail To: field
Notes:
for the autosupport profile used to submit a ticket, then
Spectra Logic immediately sends a confirmation email to the
email address listed in the autosupport profile used to
submit the ticket, and a support person contacts the person
submitting the ticket during normal service contract hours.
 If it is during your service contract hours and the problems
requires immediate attention, call Spectra Logic Technical
Support after submitting the AutoSupport ticket (see
Contacting Spectra Logic on page 7).

Go to Spectra Logic's website at: support.spectralogic.com/
services‐and‐contracts/support‐offerings/ for information
about the warranty and service options for your library.
AutoSupport screen displays.
Figure 170 The main AutoSupport screen.
User Guide—Spectra T950V Library
Using AutoSupport
311