HP StoreOnce D2D4324 HP StoreOnce VSA user guide (TC458-96002, July 2013) - Page 123

Pulling a Support Ticket, Configuring Support Ticket options, From the GUI Admin and Operator user

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Once access returns to the Management Console, check that the process has completed successfully, as follows: • From the StoreOnce CLI: Use system show packages to check that all packages are now Installed. You should see this line in the output of system show packages: D2D_Master installed • From the GUI: Check on the StoreOnce screen, to ensure that the software revision number has updated • Take a support ticket and look at the file Update_pkg__. Ensure that there are no ERROR messages within the file. Pulling a Support Ticket A support ticket is a snapshot in time of the StoreOnce product, showing the configuration, status and health of the product, as well as historical events for use with troubleshooting the product. It is also called "a collect". It also contains lower level tracelogs for the use of HP engineers. It can be manually collected by the customer in two ways from the Management Console Web: • From the GUI (Admin and Operator user) • From the StoreOnce CLI (Admin user only) NOTE: If a kernel crash occurs, an automatic ticket will be generated. A ticket will be produced with the filename: tkt__.zip Configuring Support Ticket options This task may only be carried out by an Admin user from the GUI. There is no CLI equivalent. Select Device Configuration - Support Ticket from the navigation panel and click Modify. Table 39 Support ticket parameters Name Automatic data collection enabled Number of data sets to be retained Description Shows whether data collection for a system crash is enabled or not. This is the retention policy. The number denotes the number of previously collected tar files to be retained in each node. Pulling a Support Ticket 123

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Once access returns to the Management Console, check that the process has completed successfully,
as follows:
•
From the StoreOnce CLI: Use
system show packages
to check that all packages are now
Installed
. You should see this line in the output of system show packages:
D2D_Master
<revision> installed
•
From the GUI: Check on the
StoreOnce
screen, to ensure that the software revision number
has updated
•
Take a support ticket and look at the file
Update_pkg_<date>_<time>
. Ensure that there
are no ERROR messages within the file.
Pulling a Support Ticket
A support ticket is a snapshot in time of the StoreOnce product, showing the configuration, status
and health of the product, as well as historical events for use with troubleshooting the product. It
is also called “a collect”.
It also contains lower level tracelogs for the use of HP engineers.
It can be manually collected by the customer in two ways from the Management Console Web:
•
From the GUI (Admin and Operator user)
•
From the StoreOnce CLI (Admin user only)
NOTE:
If a kernel crash occurs, an automatic ticket will be generated. A ticket will be produced
with the filename:
tkt_<datestamp>_<crashed nodename>.zip
Configuring Support Ticket options
This task may only be carried out by an Admin user from the GUI. There is no CLI equivalent.
Select
Device Configuration — Support Ticket
from the navigation panel and click
Modify
.
Table 39 Support ticket parameters
Description
Name
Shows whether data collection for a system crash is enabled or not.
Automatic data collection
enabled
This is the retention policy. The number denotes the number of previously collected tar
files to be retained in each node.
Number of data sets to be
retained
Pulling a Support Ticket
123