Chapter 2: Troubleshooting Your Library
Working With Tickets
84 Quantum Scalar i6000 User’s Guide
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 52 and Viewing Ticket Details on page 57.
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.
Note: 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.
Closing Multiple Tickets
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 52 and Viewing Ticket Details on
page 57.
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.
Generating the Tickets
Report
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
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