User`s guide

Chapter 3 Troubleshooting Your Library
Working With Tickets
Scalar i6000 User’s Guide 43
Working With Tickets
Tickets are your primary troubleshooting tool when you experience
problems with the library. A ticket provides details and reports about the
issue and library conditions at the time of the event. It also provides
guidance on how to resolve the issue. If you are an administrator or a
service representative, you can access the tickets through the LMC. This
section explains how to display ticket lists, view ticket and report details,
view repair pages, and resolve and close tickets.
Ticket Guidelines 3
To help you quickly troubleshoot an issue by using tickets, read the
following guidelines.
What is the issue and its cause? 3
You became aware of a library issue because either the library sent an
e-mail notification, an LMC system status button indicated a subsystem
status of Warning, Degraded, or Failed, or a backup/archive software
application indicated a problem. Tickets include details about the issue
and library conditions at the time of the event. They also include reports,
any history tickets that the library has created in the past for the same
FRU, and a repair page that provides a detailed description of the issue
and its possible causes. The repair page also provides corrective actions
that you or a CSE can perform. To use a ticket to determine an issue and
its cause, you can perform the following general steps:
1 Display a list of tickets (see Displaying Ticket Lists on page 46).
2 View the details for the appropriate ticket (see Viewing Ticket Details
on page 52).
3 View the reports that are associated with this ticket (see Viewing
Ticket Details Reports on page 58.
4 View the ticket’s repair page (see Viewing Repair Pages on page 61).