User`s guide

Chapter 3 Troubleshooting Your Library
Working With Tickets
Scalar i6000 User’s Guide 46
The library reopens tickets that receive failed, degraded, or warning
reports within 30 minutes of transitioning to the Closed or Verified state.
If a Closed or Verified ticket remains free of failed, degraded, or warning
reports for 30 minutes, the library locks them from transitioning back to
the Open state. A failed, degraded, or warning report that is received
beyond 30 minutes causes the library to open a new ticket.
What do I do if I cannot resolve the issue? 3
Contact Quantum technical support. See Getting More Information or
Help Updated Contact Info on page 6. Technical support personnel
might ask you to send them an electronic copy of the ticket. For
instructions, see
Mailing, Saving, and Printing Ticket Information on
page 70.
How do I view the number of tickets that occurred in a certain time
range?
3
The Tickets Report lets you see how many tickets occurred in a particular
time period. You can choose to group tickets by subsystem, module, or
FRU, and the results can be presented as a rollup summary or as a trend
so you can see if the number of issues is increasing or decreasing over
time. Also, the report results can be presented in different chart formats,
such as bar graphs or pie charts. For more information, see
Generating
the Tickets Report on page 76.
Displaying Ticket Lists 3
The LMC provides three ways to display ticket lists:
• By clicking a system status button that indicates a Warning,
Degraded, or Failed state
This option displays a list of open tickets for the associated subsystem.
See
Using System Status Buttons to Display Ticket Lists on page 47.
• By clicking Tools→ Tickets
This option displays the Tickets dialog box from which you can obtain a
list of all tickets or a partial list of tickets according to selection criteria.
See
Using the Tickets Command or the Tickets Button to Display Ticket
Lists on page 49.
• By clicking the Tickets button on the toolbar