User`s guide

Chapter 3 Troubleshooting Your Library
Viewing Ticket Details
Scalar i6000 User’s Guide 54
Duplicates The number of times that the library has reopened the ticket. If a ticket is in the
Closed or Verified state and the identical problem occurs again within 30
minutes, the library reopens the ticket and increments the ticket’s duplicate
count. If the library has not reopened the ticket, the value is zero (0).
Tickets that are in the Closed or Verified state for more than 30 minutes cannot
be reopened. In this case, if the identical problem occurs again, the library
creates a new ticket.
FRU SN The serial number of the particular FRU.
Repair Link The name of the repair page that is associated with the ticket.
FRU Status The status of the FRU. Possible statuses are:
• Failed
•Degraded
• Warning
• Good
Error Code A number that is associated with a particular issue that caused the ticket
report. Because more than one issue can cause a report, an error code provides
another level of detail to what the report provides. The error code maps to a
portion of library firmware code, which a trained analyst can examine to
determine the root cause of an issue. If the ticket is in the Closed or Verified
state, this field is set to N/A. This information is for technical support use
only.
FRU Logical SN The logical serial number that the library assigns to a drive in a specific
location. This is not the serial number of the particular FRU (see FRU SN in
this table). If a drive is replaced by another drive in the same library location,
the logical serial number remains the same. From the host’s perspective, the
replacement drive is the same as the original one. This field appears for all
drive-related tickets only. If the logical serial number addressing feature is
disabled for the library, Disabled appears in this field.
Description area A summary description of report information that is associated with the ticket.
It includes reason text that describes the cause of the ticket.
Element Description