Information that you add to tickets

To help IBM® Support resolve your tickets promptly, provide relevant in the tickets.

Specify the type of log package for tickets, depending on the resource that the ticket is for. Select an appropriate severity level for tickets. Add relevant information to summaries and descriptions in tickets. You can also add a note and attach files to tickets.
Tip: The maximum size for attachments to a ticket is 20 MB. Log packages are separate from attachments because they are manually added from an existing log package or an automatically created log package and aren't restricted to 20 MB.

Types of log package

When you open a ticket for an IBM Storage Virtualize device, you can add a new log package or select an existing log package. If you add a new log package, you can select from four different types. For more information about the types of log package, see External link iconWhat Data Should You Collect for a Problem on SVC or Storwize Systems.

Severity level

After you assign a severity level to a ticket, you can discuss the severity level with IBM Support, and the severity level might be updated, based on the business impact of the problem. For more information about how the severity level of a ticket is determined, see the External link iconIBM Software Support Handbook.

Summaries and descriptions

Use the following sample summaries and descriptions to help you write summaries and descriptions that help IBM Support to resolve your tickets promptly.

Hardware ticket
Ticket detail Sample
Short summary Got error 1195. Node is missing from system. Logged yesterday June 25 around 6am EST, no unusual activities before the event.
Problem description The node stopped working. The physical unit cannot receive power. Send an IBM service representative if service onsite is needed.
Simple software ticket
Ticket detail Sample
Short summary Got error 2030.
Problem description The software restarted Node 2 for some reason and now the node shows software error 2030.
Complex software ticket
Ticket detail Sample
Short summary Seeing high latency on hosts A and B related to volumes X and Y.
Problem description Problem started this morning.