Spectra T50e - Using Auto Support to Create or Update a Ticket

Chapter 11—Configuring and Using AutoSupport Using AutoSupport to Create or Update a Ticket
August 2017 User Guide—Spectra T50e Library
339
USING AUTOSUPPORT TO CREATE OR UPDATE A TICKET
User Privilege Requirements Onlyauserwithsuperuseroradministrator
privilegescanopenandmodifysupportticketsusingAutoSupport.See
UnderstandingUserGroupsandSecurityonpage96forinformation
aboutthethreetypesofusergroupsandwhattypesofprivilegeseachhas.
UsethefollowingstepstoopenanewticketwithSpectraLogicTechnical
SupportortoupdateapreviouslysubmittedAutoSupportticket.
Notes:  Ifautosupport@spectralogic.comisincludedintheMail To:field
fortheautosupportprofileusedtosubmitaticket,then
SpectraLogicimmediatelysendsaconfirmationemailtothe
emailaddresslistedintheautosupportprofileusedto
submittheticket,andasupportpersoncontactstheperson
submittingtheticketduringnormalservicecontracthours.
 Ifitisduringyourservicecontracthoursandtheproblems
requiresimmediateattention,callSpectraLogicTechnical
SupportaftersubmittingtheAutoSupportticket(see
ContactingSpectraLogiconpage7).
 GotoSpectraLogic’swebsiteat:support.spectralogic.com/
services‐and‐contracts/support‐offerings/forinformation
aboutthewarrantyandserviceoptionsforyourlibrary.
1. Logintothelibraryasauserwithsuperuseroradministratorprivileges.
2. Fromthetoolbarmenu,selectMaintenance > AutoSupport.The
AutoSupportscreendisplays.
3. IfyouwanttosavetheAutoSupportticketinformationtoaUSBdevice,
insertthedeviceintotheLCM’sUSBport(see
Figure10onpage35)
andallowtimeforthedevicetomount.
Note: Theoptiontosav ethetickettoUSBisonlyav ailableifyoupluga
USBdevice intotheLCM’sUSBportbeforeyouclickSend Log Set.
Figure 235 Click Send Log Set on the AutoSupport screen.