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Chapter 8 Troubleshooting
About RAS Tickets
Scalar i500 User’s Guide
324
When possible, the RAS ticket provides instructions for resolving
problems. You can view RAS tickets on both the operator panel and the
web client. Access the library’s online Help system if you have questions
about the instructions provided. To access the online Help system, click
the
Help
icon at the top right of the web client or operator panel user
interface.
You can frequently resolve a simple problem yourself, but if the problem
is complex or involves a field replaceable unit (FRU), you will be directed
to contact service. Only qualified service technicians can service FRUs.
Viewing RAS Tickets
8
Selecting
All RAS Tickets
from the
Tools
menu on both the operator panel
and the web client opens the
All RAS Tickets
screen, which lists RAS
tickets in order of last occurrence of each event, beginning with the most
recent.
Included in the list is a brief description of the error condition captured
by the RAS ticket. The
All RAS Tickets
screen allows you to view RAS
ticket details and navigate to ticket resolution information. If you want to
request technical support, the
Ticket Details
and
Ticket Resolve
windows
provide a link to the online service request web site.
The initial status of all RAS tickets is Unopened. Once the administrative
user selects the
Resolve
button on the
All RAS Tickets
screen for a ticket,
its status changes to Opened. When the user closes the ticket, its status
changes to Closed. You can view Opened and Unopened tickets on both
the operator panel and the web client, but you can view Closed tickets
only on the web client.
Note:
Last Occurrence indicates the last time a ticket event occurred.
This information updates any time the event recurs.
Last
Occurrence
does NOT update if you open, close, or resolve the
RAS Ticket.
Caution:
Be careful when pressing the
Close All Tickets
button. This
closes all RAS tickets even if they are not resolved. It is
recommended that each RAS ticket be viewed, analyzed,
and closed individually.