Chapter 2 Troubleshooting Your Library
Working With Tickets
Scalar i2000 User’s Guide 14
information about the Details tab and viewing history tickets, see
Viewing Ticket Details on page 21.
How do I resolve the issue? 2
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 30.
How can I know whether the issue is resolved? 2
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 42 and Closing Tickets on page 43.
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.
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