Chapter 11: Troubleshooting
About Diagnostic Tickets
314 Quantum Scalar i40 and Scalar i80 User’s Guide
If you do not close a diagnostic ticket and the issue recurs, the only
thing that gets updated in the ticket is the date and time the issue
recurred (listed under Last Occurrence on the Web client and Updated
on the operator panel). Ticket details are not updated because the
original issue is often the root cause. If the location of the error in the
library changed since the ticket was first issued, the ticket details will
continue to reflect the original error location.
Note: A diagnostic ticket can have a status of Cancelled. As discussed
below in
Closing Diagnostic Tickets Automatically on page 316,
after a reboot or power request, the system may elect to close
a ticket. This cancelled state does not indicate that a problem
has been corrected. The system would re-open the ticket if the
issue is encountered again.
Operator Panel
1 Select Reports > Diagnostic Tickets.
2 Select Library, Ta pe Drives, or Media to view tickets related to the
selected subsystem. Only the subsystems that contain tickets are
listed.
3 You can also close all tickets at once by selecting Close ALL.
Caution: Be careful when choosing Close ALL. This closes all
diagnostic tickets even if they are not resolved. It is
recommended that each diagnostic ticket be viewed,
analyzed, and closed individually.
4 Press Select.
All of the tickets posted for the selected subsystem are displayed.
5 Scroll through the tickets and select the one you want to view. Press
View.
Basic details about the ticket are displayed, such as ticket ID
number, short description, priority, and when the ticket was created
and updated.
6 You can either press Close to close the ticket, or press Exit to exit
without closing the ticket.
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