Service > Tickets

The Service menu's Tickets option allows you to view a list of RAS tickets that relate to system faults or errors. Ticket details provide a summary of the system fault, an area for Analysis notes, and contains a Recommended Actions link to help you correct the fault. On this page you can view the ticket number, current status, priority, date and time the ticket was last updated, and a brief summary of the error condition.

By default, tickets are listed with the most recently opened tickets displayed first. If desired, you can click the column headers to change the sorting. For example, click the Ticket heading to display tickets in ascending or descending numerical order.

There are three ways to display ticket information:

Menu Option Description
Page View tickets page by page, using the navigation controls at the lower right side of the table.
Scroll Use the scroll bar at the right side of the table to change the current view.
All Similar to Scroll mode, except the table expands to show all tickets. In Scroll mode the table remains the same size.

To change the current view, select Page, Scroll or All from the Table View drop-down field above the table on the right side of the screen.

The filter options allow you to specify the ticket priority, component and event type for which you want to be notified. Unless you change filter options, the default is that you will received notifications for all categories, components and events.

Note: When everything is selected, Filter Options are Not Active.

  1. On the Service > Tickets page, click the arrow to the right of the Filter Options heading to display the options.
  2. Select or deselect the options according to your preference.

  3. Click the arrow icon beside the Filter Options heading to collapse the list of options.

    Note: The Filter Options status changes to Active after you make changes.

  1. On the Service menu, click Tickets. The Service > Tickets page appears and provides the following information:

    Parameter Description

    Ticket

    The RAS ticket number, displayed in the order in which it was created.

    Status

    The ticket’s current status (Open or Closed)

    Priority

    The ticket’s priority based on system impact (High, Medium, or Low).

    Last Update

    The date of the last system status update.

    Summary

    A short summary of the fault that triggered creating the RAS ticket.
    Event A short summary of the fault event that triggered creating the RAS ticket, such as Data Corruption.
  2. If desired, change the display by choosing Show All Tickets, Show Closed Tickets, or Show Open Tickets in the list at the bottom of the page.

  3. Highlight the ticket you wish to view, and then click View. The Service > Tickets > View Ticket > [number] page appears. This page provides the following information:

    Parameter Description
    Ticket Number The number of the ticket in the displayed ticket list
    Date Opened The date and time the ticket was created
    Status The current status of the ticket (Open or Closed).
    Priority The ticket’s priority based on system impact (High, Medium, or Low).
    Summary A brief description of the ticket.
    Event Details Detailed information about event that triggered the ticket, including a link that allows you to view recommended actions which helps correct the fault or condition.
    Analysis Any user-entered comments pertaining to the fault or condition, such as a recommended action
  4. To see recommended actions for the ticket, click View Recommended Actions. The Recommended Actions page provides information and steps to correct the condition or fault that generated the RAS ticket. Follow the instructions on the page to correct the condition or fault. When you are finished viewing the recommended actions, close the window.
  5. When you are finished viewing ticket information, click Done to return to the Service > Tickets page.

  1. Select the desired ticket and then click Edit. The Service > Tickets> Edit Ticket > [number] page appears.

  2. Make your comments or notes in the Analysis field.

  3. Click Apply to save your changes. When you are ready to return to the previous page, click Close, or click Cancel to return to the previous page without saving your changes.

  • To close a specific ticket, select the desired ticket and then click Close.

  • To delete all tickets, click Close All.

  • Select a ticket from the tickets table, and then click Delete. This procedure allows you to delete one ticket at a time.
  • Expand the Filter Options section, select the desired criteria, and then click Delete Filtered. This procedure allows you to delete the tickets that match the selected criteria in the Filter Options.

A RAS ticket and its attached details are aggregated and throttled according to a few simple rules.

  • For hardware FRUs, if an open ticket is found for this FRU within the last 24 hours, then the new record is aggregated, with the existing ticket, as a new detail. Otherwise, a new ticket is opened for this FRU.
  • For software FRUs, if an open ticket with the same request ID is found within the last 24 hours, then the new record is added to this ticket as a detail. Otherwise, a new ticket is created for this request ID.