Spectra T950 - Update Existing Support Tickets

Chapter 11 — Configuring and Using AutoSupport Using AutoSupport
November 2016 User Guide—Spectra T950 Library
346
Update Existing Support Tickets
Followthesestepstoupdateaticketthatyoupreviouslyopenedwith
SpectraLogicTechnicalSupport.Updatingaticketisparticularlyuseful
formailingnewlogstoTechnicalSupport.
Note: Youmusthavethereferencenumberfortheexistingticket—
whichyoureceivewhenyouopentheticket—andthe
informationyouaresendingmustberelatedtothatticket.
Ifyouhaveanewissuewithyourlibrary,openanewticketto
addressthatissueseparately.
1. IfyouplantosavetheticketinformationtoaUSBdevice,connectthe
devicetoaUSBportontheLCM(seeFigure16onpage43)oroperator
panel(T950Bonly)andallowtimeforthedevicetomount.
2. FollowtheinstructionsinStep1onpage341throughStep5inCreate
NewSupportTicketstoreachtheSelectTicketTypescreen(see
Figure215onpage342).
3. Ifyoudonotneedtomakeanychangestothecontactperson’s
informationforthisticket,proceedtoStep5.
Ifyouneedtotemporarilychangeanyofthecontactperson’s
information,clickProfile Data.TheProfileSummaryscreendisplays
(seeFigure216onpage343).
4. MakeanynecessarychangesintheProfileSummaryscreen,thenclick
Use Settings.TheSelectTicketTypescreenredisplays.
5. SelectUse existing support ticket.
6. Typethesix‐digitticketnumberintheNumberfield.Youreceivedthis
numberwhenyouoriginallyopenedtheticket.
7. AddanyupdatedinformationintheProblem Descriptionfield.
8. ClickNext.TheConfirmandSubmitTicketscreendisplays(see
Figure217onpage344).
9. Verifythatallinformationiscorrect.Ifalloftheinformationiscorrect,
proceedto
Step10.Ifsomethingneedstobechanged,clickPrevious
andmakethenecessarychanges.
10. TosavetheticketinformationtoaUSBdeviceinsteadofemailingfrom
thelibrary,selectthecheckboxatthetopofthescreen(shownin
Figure217onpage344).
Note: TheoptiontosavethetickettoaUSBdeviceisonlyavailableif
youconnectedaUSBdevicetothelibrarybeforeyouclicked
Send Log Settobeginupdatingtheticket.
11. ClickSubmit.Aprogressscreenindicatesthattheticketrequest(withlog
information)isbeingse nt.Whencompleted,theAutoSupportProfiles
screendisplays.WhenSpectraLogicreceivesthe request,the ticketis
updatedandanemailresponseissentto theuserwithaticketnu mber.