Chapter 2: Troubleshooting Your LibraryWorking With Tickets42 Quantum Scalar i6000 User’s GuideNote: A notification e-mail contains helpful information about aticket and how to resolve it. However, the notificationrepresents a condition that existed at a certain time in the past.The notification might not reflect the current situation. Thenotification indicates a specific ticket ID, so you should findand examine that specific ticket in the LMC. The ticket reflectsthe real-time status of the issue. For more information aboutaccessing tickets, see Working With Tickets on page 42.Working With TicketsTickets are your primary troubleshooting tool when you experienceproblems with the library. A ticket provides details and reports aboutthe issue and library conditions at the time of the event. It also providesguidance on how to resolve the issue. If you are an administrator or aservice representative, you can access the tickets through the LMC. Thissection explains how to display ticket lists, view ticket and report details,view repair pages, and resolve and close tickets.Ticket Guidelines To help you quickly troubleshoot an issue by using tickets, read thefollowing guidelines.What is the issue and its cause?You became aware of a library issue because either the library sent ane-mail notification, an LMC system status button indicated a subsystemstatus of Warning, Degraded, or Failed, or a backup/archive softwareapplication indicated a problem. Tickets include details about the issueand library conditions at the time of the event. They also includereports, any history tickets that the library has created in the past for thesame FRU, and a repair page that provides a detailed description of theissue and its possible causes. The repair page also provides correctiveactions that you or a CSE can perform. To use a ticket to determine anissue and its cause, you can perform the following general steps:1 Display a list of tickets (see Displaying Ticket Lists on page 46).
