User`s guide

Chapter 3 Troubleshooting Your Library
Working With Tickets
Scalar i6000 User’s Guide 45
Has the FRU been replaced before? 3
You can determine whether a specific FRU has been replaced in the past
by examining the FRU SN field on the Details tab of the Ticket Details
dialog box for the open ticket and the history tickets. Because the history
tickets associated with an open ticket are for the same specific instance of
a FRU, and because a FRU instance is identified by its location in the
library, the FRU serial number, which is uniquely assigned to each FRU,
will change if the unit has been replaced in the past. For more
information about the Details tab and viewing history tickets, see
Viewing Ticket Details on page 52.
How do I resolve the issue? 3
The repair page provides comprehensive, step-by-step procedures for
resolving the issue. Both user and CSE procedures are provided. When
the procedures require a CSE to perform them, contact technical support.
For more information, see
Viewing Repair Pages on page 61.
How can I know whether the issue is resolved? 3
Some issues require you to determine whether they are resolved and
others the library will detect automatically.
• In some cases, the library can automatically detect that an issue is
resolved (for example, an open door that is now shut). For these, the
library automatically transitions the ticket to the Verified state.
• In other cases, the library cannot automatically detect that an issue is
resolved (for example, a faulty tape cartridge). You must determine
whether the issue is resolved by running a verification test or, if an
applicable test does not exist, by following the repair page
instructions. If you run a test and the results are all good, the library
automatically transitions the ticket to the Verified state. If you cannot
run a test, you should physically examine the FRU, and then
manually transition the ticket to the Closed state after determining
that the issue is resolved. After you close the ticket, the library
transitions it to the Verified state if it is able to do so. For more
information, see
Running Verification Tests to Determine Issue
Resolution on page 73 and Closing Tickets on page 74.