Viewing Ras Tickets; Resolving Ras Tickets - Dell PowerVault ML6010 Troubleshooting Manual

Troubleshooting
panel and the Web client. Access the library's online Help system if you have questions about the instructions provided. To
access the online Help system, click the Help icon at the top right of the Web client or operator panel user interface.
You can frequently resolve a simple problem yourself, but if the problem is complex or involves a field replaceable unit (FRU),
you will be directed to contact service. Only qualified service technicians can service FRUs.
Caution:
Do not work with RAS tickets while the library is performing an inventory. Doing so may result in inventory
discrepancies, such as missing tape cartridges.

Viewing RAS Tickets

Selecting All RAS Tickets from the Tools menu on both the operator panel and the Web client opens the All RAS Tickets
screen, which lists RAS tickets in order of last occurrence of each event, beginning with the most recent.
Note:
Last Occurrence indicates the last time a ticket event occurred. This information updates any time the event
recurs. Last Occurrence does NOT update if you open, close, or resolve the RAS Ticket.
Included in the list is a brief description of the error condition captured by the RAS ticket. The All RAS Tickets screen allows
you to view RAS ticket details and navigate to ticket resolution information.
The initial status of all RAS tickets is Unopened. Once the administrator selects the Resolve button on the All RAS Tickets
screen for a ticket, its status changes to Opened. When the user closes the ticket, its status changes to Closed. You can view
Opened and Unopened tickets on both the operator panel and the Web client, but you can view Closed tickets only on the
Web client.
Caution:
Be careful when pressing the Close All Tickets button. This closes all RAS tickets even if they are not
resolved. It is recommended that each RAS ticket be viewed, analyzed, and closed individually.
The paths to open the appropriate screens are:
• From the Web client, select Tools > All RAS Tickets.
• From the operator panel, select Tools > All RAS Tickets.

Resolving RAS Tickets

Administrators can resolve some RAS tickets. Others must be resolved by Service personnel. Only one person at a time can
resolve a ticket. Multiple users can, however, view ticket details simultaneously. If your Web client session goes down while
resolving a RAS ticket, you must wait 3 minutes before you can continue resolving the RAS ticket from either the Web client
or the operator panel.
1
Log in to the Web client.
2
From the Tools menu, select All RAS Tickets.
The Tools - All RAS Tickets screen appears.
3
Identify the RAS ticket you want to resolve.
Note:
You can use the Go to RAS Ticket text box at the bottom of the screen to locate a specific RAS ticket
number. In addition, if there is more than one page of RAS tickets, use the Page 1 of x arrows to view the
additional tickets.
4
Click Resolve.
The Ticket Resolution window appears. This window contains information on how to resolve the ticket.
5
Review the description.
6
Do one of the following:
a
To close the ticket now, click Close. The Tools - All RAS Tickets window displays, with the RAS ticket no longer
in the list. The task is complete and the RAS ticket is resolved.
b
To leave the ticket open for future troubleshooting, click Exit. Then you can perform the diagnostic steps you need
to resolve a related RAS ticket.
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