Update Existing Support Tickets - Spectra Logic Spectra T950V User Manual

Chapter 11 — Configuring and Using AutoSupport
If...
You need to change the
problem description,
You need to change the contact
person's information,

Update Existing Support Tickets

Follow these steps to update a ticket that you previously opened with
Spectra Logic Technical Support. Updating a ticket is particularly useful
for mailing new logs to Technical Support.
1. If you plan to save the ticket information to a USB device, connect the
2.
3. If you do not need to make any changes to the contact person's
4. Make any necessary changes in the Profile Summary screen, then click
5. Select Use existing support ticket.
6. Type the six‐digit ticket number in the Number field. You received this
7. Add any updated information in the Problem Description field.
8. Click Next. The Confirm and Submit Ticket screen displays (see
August 2019
Then...
1. Click Previous to return to the Select Ticket Type screen.
2. Modify the problem description as required.
3. Click Next to return to the Confirm and Submit Ticket screen.
1. Click Previous to return to the Select Ticket Type screen.
2. Click Profile Data on the Select Ticket Type screen to display the
Profile Summary screen.
3. Make any necessary changes in the Profile Summary screen.
4. Click Use Settings. The Select Ticket Type screen reappears
5. Retype the problem description.
6. Click Next to return to the Confirm and Submit Ticket screen.
You must have the reference number for the existing ticket —
Note:
w hich you receive when you open the ticket — a nd the
information you are sending must be related to that ticket.
If you have a new issue with your library, open a new ticket to
address that issue separately.
device to a USB port on the LCM (see Figure 9 on page 40) or operator
panel and allow time for the device to mount.
Follow the instructions in Step 1 on page 311 through Step 5 in Create
New Support Tickets to reach the Select Ticket Type screen (see
Figure 172 on page 312).
information for this ticket, proceed to Step 5.
If you need to temporarily change any of the contact person's
information, click Profile Data. The Profile Summary screen displays
(see Figure 173 on page 313).
Use Settings. The Select Ticket Type screen redisplays.
number when you originally opened the ticket.
Figure 174 on page 314).
User Guide—Spectra T950V Library
Using AutoSupport
315