Spectra T50e - MLM BEST PRACTICES

Chapter 16—Technical Support Opening a Support Incident
August 2017 User Guide—Spectra T50e Library
468
OPENING A SUPPORT INCIDENT
YoucanopenasupportincidentorticketusingAutoSupportorthe
supportportal.SeeChapter11–ConfiguringandUsingAutoSupport,
beginningonpage327fordetailedinformationaboutconfiguringand
usingAutoSupport.Usethefollowinginstructionstoopenasupport
incidentthroughtheportal.
1. Makenotesabouttheproblem,includingwhathappenedjustbefore
theproblemoccurred.
2. Gatherthefollowinginformation:
 Theserialnumberfortheaffectedlibrary(seeDeterminethe
Hardw areIDonpage111)
 Typeofhostsystembeingused
 Typeandversionofhostoperatingsystembeingused
 Typeandversionofhoststoragemanagementsoftwarebeingused
3. SubmitasupportincidentusingtheSpectraLogicTechnicalSupport
portal:
a. LogintoyouraccountontheTechnicalSupportportalat
support.spectralogic.com.
Note: SeeAccessingtheTechnicalSupportPortalonpage466ifyou
didnotpreviouslycreateaTechnicalSupportportalaccount.
b. SelectIncidents & Inventory > Open or View Incidents, oronthe
homepage,clickOpen a support incident.
Figure 322 ClickOpen a support incidentonthehomepage.