Updating Existing Support Tickets - Spectra Logic T-Series Spectra T200 User Manual

Chapter 10 — AutoSupport

Updating Existing Support Tickets

Follow these steps to update a ticket that you have already opened with
SpectraGuard 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 key, insert the device
2. Follow the instructions in steps 1 through 5 in
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 select
5. Select Use existing support ticket.
6. Type the five- or six-digit ticket number in the Number field. You
7. Add any updated information in the Problem Description field.
8. Select Next. The Confirm and Submit Ticket screen displays (see
9. Verify that all information is correct.
10. To save the ticket information to a USB key instead of emailing from the
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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, a new ticket is
opened to address that issue separately.
into the LCM's USB port (see
Tickets on page 232 to reach the Select Ticket Type screen (see
Figure 148 on page 233).
information for this ticket, proceed to
If you need to temporarily change any of the contact person's
information, select Profile Data. The Profile Summary screen displays
(Figure 149 on page 234).
Use Settings. The Select Ticket Type screen redisplays.
received this number when you originally opened the ticket.
Figure 150 on page 235).
If all of the information correct, proceed to
If something needs to be changed, select Previous and make the
necessary changes.
library, check the box at the top of the screen (shown in
page 235).
Note: The USB option is only available if you plugged a USB key in to
the LCM's USB port before you started the ticket-opening
process.
Figure 10 on page 35).
Creating New Support
Step 5.
Step 12.
Figure 150 on
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