User's Manual

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Chapter 8 Troubleshooting

About RAS Tickets

Scalar i500 User’s Guide 324

When possible, the RAS ticket provides instructions for resolving

problems. You can view RAS tickets on both the operator 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.

Viewing RAS Tickets 8

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.

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. If you want to

request technical support, the

Ticket Details and Ticket Resolve windows

provide a link to the online service request web site.

The initial status of all RAS tickets is Unopened. Once the administrative

user 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.

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.

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.