Update Existing Support Tickets - Spectra TFinity User Manual

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

Update Existing Support Tickets

Follow these steps to update a ticket that you have already 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, insert 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
November 2020
Then...
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.
Note: You must have the reference number for the existing ticket —
which you receive when you open the ticket — and 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 into a USB port on the LCM (see Figure 15 on page 50) or
operator panel and allow time for the device to mount before
continuing.
Follow the instructions in steps 1 through 5 in Create New Support
Tickets on page 350 to reach the Select Ticket Type screen (see
Figure 219 on page 351).
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 220 on page 352).
Use Settings. The Select Ticket Type screen redisplays.
number when you originally opened the ticket.
Figure 221 on page 353).
Update Existing Support Tickets
User Guide—Spectra TFinity Library
354