Scalar i6000 RAS Tickets

Overview

RAS tickets are your primary troubleshooting tool when you experience problems with the library. A ticket provides details and reports about the issue and library conditions at the time of the event. It also provides guidance on how to resolve the issue. If you are an administrator or a service representative, you can access the tickets through the WebGUI.

Layout

Shows a list of all open library RAS tickets. To view Closed or other RAS ticket states, filter by State.

Column Description
ID RAS ticket ID number.
Name RAS ticket name.
Severity

Severity of RAS ticket: Informational, Attention, Warning, Degraded, or Critical.
State

RAS ticket state:

  • Open - RAS ticket has been reported and not addressed yet.

  • Closed - RAS ticket has been closed by user. The issue may not be resolved.

  • Suspended - RAS ticket has been canceled by library due to a library restart . If issue still exists, the RAS ticket will reopen.

  • Verified - RAS ticket has been diagnosed by library, the issue found to be resolved and therefore closed by library.
Subsystem

Library subsystem that the RAS ticket is reporting an issue: Drives, Media, Connectivity, Robots, Power & Cooling, Control.
Event Code RAS ticket event code.
Post Date Date and time RAS ticket was generated and posted. yyyy-mm-dd hh:mm:ss format.
Service Login Indicates whether RAS ticket requires a library service login to address issue.

Lists all the details of highlighted RAS ticket in the North Panel.

Provides options for RAS Ticket interaction.

Link
Online Support

Provides links to the Quantum Customer Support Center.
Actions
Close Ticket

Allows you to change the state of a selected open RAS ticket to Closed.
Save/Send

Allows you save or send a selected RAS ticket.
Resolution

Allows you to view RAS ticket details and resolution information for the selected RAS ticket in the North Panel.
Reports

Allows you view more details of a selected RAS ticket.

Tasks

Link

Every RAS ticket generated by the library has a resolution page that you can view to determine what needs to be done to fix the issue that generated the ticket. The resolution can be as simple as changing a configuration setting or as complicated as powering down the library and performing maintenance on parts within the library.

  1. From the Navigation panel, select RAS Tickets.
  2. Select a RAS ticket from the list in the North Panel by clicking the checkbox next to it.
  3. In the Operations area, click Resolution. A new browser tab is opened displaying the resolution for the RAS ticket.
  4. Review the resolution to determine how to address the issue.
  5. Close the browser tab when you are finished reviewing the RAS resolution.
Quantum Online Support
  1. From the menu bar, select RAS Tickets. The RAS Tickets window becomes active in the Operations panel.
  2. In the Operations panel, click Online Support. A new browser tab is opened displaying the online support page on Quantum.com.
  3. Close the browser tab when you are finished.

Actions

After viewing the RAS ticket resolution and performing any necessary steps to fix the issue, you must manually close the ticket or tickets.

  1. From the Navigation panel, select RAS Tickets.
  2. Select a RAS ticket from the list in the North Panel by clicking the checkbox next to it.
  3. In the Operations panel, click Close Ticket. The ticket is removed from the list in the North Panel.

The Save and Send buttons in the Save/Send window allow you to save or send detailed ticket information, including all report details, to your downloads folder or to e-mail addresses.

Ticket information that is contained in the .tar file that you save, or in the email that you send, is essentially the same as the information that the library automatically provides in e-mail notifications. The .tar file or body of the email message includes the following information, which provides details about the ticket and library conditions at the time of the event:

  • Library Serial Number
  • Ticket summary
  • Error Code
  • Severity
  • Ticket Description
  • Reason Ticket was Generated
  • Firmware version including SCB and drive sleds
  • Physical library configuration
  • Library states, such as partitions online or offline, or robotics varied on or varied off
  • Time stamps of recent activity
  • Contact Information
  • HTML file of the RAS ticket resolution (save only)
  1. From the Navigation panel, select RAS Tickets.

  2. In the Operations panel, click Save/Send.

    Step Item Description Action
      Save

    The feature saves the RAS ticket to your browser.

    Select the Save radio button and click Apply. The RAS ticket is saved to your Downloads folder as a .tar file.
    Send

    This feature allows you send the RAS ticket to any email address.

    		 Select the Send radio button.
    E-mail Address

    This field allows you to enter an email address.

    		 Enter the desired email address and click the icon. Repeat this until all intended email recipients are displayed in the box below the E-mail Address field. When finished, click Apply to send the RAS ticket.

  3. Click Close to exit the window.

This feature allows you view more details of a selected RAS ticket.

  1. From the Navigation panel, select RAS Tickets.
  2. In the North Panel, select the RAS ticket you want to view a report of.

  3. In the Operations panel, click Reports.