5.5 HP StorageWorks X9300 Network Storage Gateway Administrator Guide (AW539-96007, March 2011)
Table Of Contents
- X9300 Network Storage Gateway Administrator Guide
- Contents
- 1 Product description
- 2 Getting started
- 3 Configuring virtual interfaces for client access
- 4 Configuring failover
- 5 Configuring cluster event notification
- 6 Configuring system backups
- 7 Creating hostgroups for X9000 clients
- 8 Monitoring cluster operations
- 9 Maintaining the system
- Shutting down the system
- Starting the system
- Powering file serving nodes on or off
- Starting and stopping processes
- Tuning file serving nodes and X9000 clients
- Migrating segments
- Removing storage from the cluster
- Maintaining networks
- Viewing network interface information
- 10 Migrating to an agile managment console configuration
- 11 Upgrading the X9000 Software
- 12 Licensing
- 13 Upgrading firmware
- 14 Troubleshooting
- 15 Replacing components
- 16 Recovering a file serving node
- 17 Support and other resources
- A Component and cabling diagrams
- B Spare parts list
- C Warnings and precautions
- D Regulatory compliance and safety
- Glossary
- Index
14 Troubleshooting
Managing support tickets
A support ticket includes system and X9000 software information useful for analyzing performance
issues and node terminations. A support ticket is created automatically if a file serving node terminates
unexpectedly. You can also create a ticket manually if your cluster experiences issues that need to be
investigated by HP Support.
The collected information is collated into a tar file and placed in the directory /admin/platform/
diag/support/tickets/ on the active management console. Send this tar file to HP Support for
analysis. The name of the tar file is ticket_<name>/tgz. In the filename, <name> is a number,
for example, ticket_0002.tgz. To view or delete a specific ticket, use the name assigned to the
ticket.
The Support Ticket feature requires that one-way shared SSH keys be configured on all file serving
nodes. For new systems, the keys were configured for you when the cluster was installed. If you
upgraded from a release earlier than 5.4, you need to configure the keys. (See “Configuring shared
ssh keys” on page 97.)
NOTE:
When the cluster includes an agile management console configuration, the Support Ticket information
shown on the management console GUI or CLI is in the context of the currently active management
console. If the active management console fails over and the passive management console becomes
active, the existing support ticket information does not move to the newly active management console.
Support Ticket operations are always handled by the currently active management console and the
final output of the operations is stored there.
Creating, viewing, and deleting support tickets
To create a support ticket, select Support Ticket from the GUI Navigator, and then select Create from
the Options list. On the Create Support Ticket dialog box, enter a label to help identify the ticket. The
label is for your information only.
To create a support ticket from the CLI, use the following command:
<ibrixhome>/bin/ibrix_supportticket -c -L <Label>
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