Chapter 2 Troubleshooting Your Library
Viewing Ticket Details
Scalar i2000 User’s Guide 44
Closing Individual Tickets 2
To transition a ticket to the Closed state, perform the following steps:
1 Make sure that the Ticket Details dialog box displays information for
the open ticket that you want to close. See
Displaying Ticket Lists on
page 16 and Viewing Ticket Details on page 21.
2 Click Close Ticket.
The ticket’s state changes to Closed. If the library is able to do so, it
automatically transitions the closed ticket to the Verified state.
Closing Multiple Tickets 2
You can use this method when you have many tickets relating to the
same issue, for example, when you have many drives in a library or many
tape alerts.
To transition multiple tickets to the Closed state, do the following:
1 On the Ticket List dialog box, select each ticket you want to close by
clicking the check box.
See Displaying Ticket Lists on page 16 and Viewing Ticket Details on
page 21.
2 Click Close Tickets.
3 In the Attention message box, click Yes to confirm that you want to
close multiple tickets.
The tickets’ state changes to Closed. If the library is able to do so, it
automatically transitions the closed tickets to the Verified state.
If the identical issue occurs again within 30
minutes after the ticket transitions to the Closed or
Verified state, the library reopens the ticket and
increments the ticket’s duplicate count.
Tickets that are in the Closed or Verified state for
more than 30 minutes cannot be reopened. In this
case, if the identical problem occurs again, the
library creates a new ticket.
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