Quantum Scalar i6000, User Manual

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Chapter 2: Troubleshooting Your Library
How Does the Library Report Issues?
Quantum Scalar i6000 User’s Guide 47
The meanings of these status indicators correspond to the severity levels
described in Table 3 on page 45. If a system status button indicates
anything other than a Good state, clicking it displays a list of open
tickets for the subsystem. To access tickets by using the system status
buttons, see Working With Tickets on page 48.
E-mail Notifications
The library collects status information on its components and, if the
appropriate e-mail notifications have been set up in the LMC, the library
can send notifications whenever tickets with severity levels 1, 2, or 3 are
created. For information about severity levels, see Table 3 on page 45.
The library assigns a severity level to each ticket it creates. If the ticket’s
severity level matches one of an e-mail address’ severity codes (as set up
in e-mail notifications), the library sends a notification to that particular
e-mail address. The library also sends a notification if a ticket’s severity
level escalates to a more severe level. The library does not send one
when an ticket’s severity level becomes less severe.
By default, the only e-mail address to which the library sends e-mail
notifications is techsup@quantum.com (Quantum technical support).
When configured for Quantum technical support notification, the
library notifies Quantum technical support only of those severity 1 issues
that suggest a component failure requiring a possible CRU/FRU
replacement. Severity 1 tickets that do not identify a library component
failure, such as customer network connection issues and SAN fabric
connection problems, do not automatically notify Quantum technical
support, but allow customer issue analysis and customer-initiated
support calls. To set up other e-mail addresses to receive any severity 1,
and/or severity 2 and severity 3 ticket notification, see Configuring E-
mail on page 187 and Setting Up E-mail Notifications on page 190.
Note: Even though you can remove the Quantum technical support
e-mail address so that Quantum does not receive severity level
1 notifications, Quantum recommends that you do not remove
it. Also, do not include the Quantum technical support e-mail
address for severity level 2 or 3 notifications.
The subject line of the e-mail notification indicates “Scalar i6000,” the
library’s serial number, and the severity level of the ticket. The body of
the message states that the library sent the message automatically. The
message body also includes the following information, which provides
details about the ticket and library conditions at the time of the event: