HP StoreEver TapeAssure Software - Manual (Page 74)

6 Using support tickets
In the event of a hardware problem, a support ticket can provide vital information to help diagnose
and resolve the problem. Much of the information stored within a device related to operational
characteristics is used by various L&TT tests to analyze the health of the device. However, not all
information can be used in this automated fashion. Some information requires review by qualified
HP personnel to fully diagnose the situation. For this reason, a support ticket should be generated
and e-mailed for further analysis when requested.
When a support ticket is generated, L&TT collects configuration information and executes a Device
Analysis test on the selected device. This information can then be viewed, saved, printed, compared
to another support ticket, or e-mailed. By default, a support ticket is saved as a single compressed
tar file with a .lzt extension to the logs directory.
You can change the detail level of the support ticket, browse through the information, and expand
or collapse specific sections of the support ticket.
When generating and viewing support tickets:
•
In the event of a device failure (or suspected failure), generate a support ticket for that device
as soon as possible to increase the chance that relevant failure data is captured.
•
If L&TT is used to generate a support ticket on a library that is managed by HP Command
View for Tape Libraries Software (Command View TL), it will not include the IM and IFC logs.
To ensure that all log data is captured, support should be generated using the Command View
TL GUI or CLI, as documented in the HP Interface Manager and Command View for Tape
Libraries Software user guide. If the library is partitioned, be careful when interpreting support
tickets because the values in the logs are based on the actual physical library, not the
partitioned library, so drive and slot numbers do not directly match those numbers reported
by the backup application.
•
Regardless of the selected detail level, the log file always contains all of the information
collected from the product. The viewer filters and parses this information, depending on the
detail level.
L&TT support tickets are saved in a proprietary format and require the report viewer.
•
When generating a support ticket for standalone devices, HP recommends that you keep the
media in the drive in which it was present when the failure occurred. This allows error rate
and other information relevant to that cartridge to be examined. When media is removed,
many devices automatically clear this information. For tape automation products, it is generally
better to have the drives empty of media to force the library drive/media log to be updated.
Generating a support ticket
Support tickets contain log data and other information that is primarily intended for HP support
personnel and developers.
Generate support tickets from the support ticket screen. The support ticket screen gives you the
option of viewing, saving, or e-mailing the report or support ticket.
To access the support tickets screen:
1.
Select a device in the device list.
2. Click the Support Ticket icon on the Action toolbar.
3. Select Pull support ticket from device and then click Generate Support Ticket.
L&TT updates the status bar. When the support ticket is available, the View button is activated.
74 Using support tickets