HP StoreEver TapeAssure Software - Manual (Page 76)

Saving a support ticket
Use this feature to save the support ticket that was just generated or selected. Use this feature to
make a local copy to view with L&TT 4.x or send to HP support from your email program.
To save a support ticket.
1.
In the Action pane, select Save as and then click Browse.
2. Navigate to the location where you would like to save the ticket and then click Save.
Sending a support ticket by e-mail
Before L&TT can e-mail a support ticket, you must have your local mail server set up in the main
WebGUI Configuration screen. If the mail server is not configured, save the support ticket to the
local machine and send it with your e-mail application.
To send a support ticket by e-mail:
1.
From the bottom of the Support Ticket screen, select Email.
2. In the To Address(es) field, enter one or more e-mail addresses.
•
If you are working with HP Support, enter the address specified by your support engineer.
•
To receive a copy, include your own address.
3. To send a copy to the HP engineering team, leave Also send to HP tickets mailbox checked.
HP engineers use information from the support tickets in the HP tickets mailbox to improve
tape drive quality and diagnostics. The support tickets do not contain confidential or identifiable
information.
4. If you are working with HP support on an issue, enter your case number in the HP Support-case#
field.
5. Optionally enter additional information in the Comments field.
6. Click Send E-mail.
Interpreting a support ticket
The information displayed in the support ticket will vary greatly depending on the device being
analyzed and the detail level selected. The following report sections may or may not be displayed
for any particular device:
•
Identity—This section identifies both the drive and the interfaces.
•
Health—This section contains a summary of whether the drive is Fit For Purpose (FFP). If there
are any issues identified, then they are explained and corrective action suggested. The Health
section also highlights remaining margin relating to the remaining life of the drive/media.
•
Configuration—This section allows you to check the configuration settings of the drive or
interface. The items in this section are usually set by the backup application or HBA.
•
Environment—This section displays any known information about the environment in which
the device is operating (such as temperature).
•
Performance—This section displays information regarding the recent performance of the device,
such as recent native transfer rates, compression ratios, and so forth.
•
Usage—This section shows usage information for the device since it was new.
•
History—This section displays any significant events that have happened (and have been
recorded by the device).
For a more detailed explanation of device-specific information displayed in each section, see
“Device-specific report analysis” (page 78) .
76 Using support tickets