Cisco Cisco TelePresence Management Suite (TMS) Version 15 Maintenance Manual
Ticket Statuses
Status
Description
Open
The error has not yet been handled (this is the default status).
Fixed
The error has been fixed.
Acknowledged A user has acknowledged the error.
Invalidated
The ticket has been invalidated by the ticketing service. This happens if a system goes offline and
Cisco TMS can no longer verify that the ticket is valid. The only valid ticket when Cisco TMS
cannot connect to a system is the TMS connection error ticket.
Cisco TMS can no longer verify that the ticket is valid. The only valid ticket when Cisco TMS
cannot connect to a system is the TMS connection error ticket.
Table 75 Possible ticket statuses
In-page System Management
You can rectify errors directly on the Ticketing Service page by clicking on items in the left-hand listing:
■
Clicking on a system opens a Navigator-like system management view.
■
Clicking on a group header when Sort by ticket type is selected will open a multiple systems overview:
—
If the system fields associated with a ticket are editable, the overview will contain editable fields.
—
If not, a read-only overview will be displayed.
The system management view has three tabs; Edit Settings, Ticket Filters, and Ticket Log.
On the top of each tab, the Tickets section is displayed.
Tickets
This section contains a list of current tickets grouped by status. Clicking on the title of each ticket displays the action
menu entries described below:
menu entries described below:
Action
Description
Ignore ticket
type for this
system
type for this
system
Stop displaying the selected ticket type for this system.
Ignore ticket
type for all
systems
type for all
systems
Stop displaying the selected ticket type for all systems.
Acknowledge
ticket
ticket
Stop displaying the selected ticket as an open error. If a ticket is acknowledged, you can change
the message given to the ticket.
the message given to the ticket.
Clear this ticket
Manually clear a ticket. This action is only available for certain types of tickets which cannot be
automatically cleared by Cisco TMS, such as user defined tickets and Low battery on remote.
automatically cleared by Cisco TMS, such as user defined tickets and Low battery on remote.
Table 76 Action menu options for tickets
Below the list of tickets, two links are available:
■
Add custom ticket link at the bottom of the Tickets pane can be used to create a custom ticket for one system
and one occasion where a ticket does not exist in Cisco TMS.
Clicking the link launches a pop-up window where you can enter a description and severity level. The ticket
will then be accessible through the ticketing service. Using this feature to report issues helps create a
structured routine for solving issues.
and one occasion where a ticket does not exist in Cisco TMS.
Clicking the link launches a pop-up window where you can enter a description and severity level. The ticket
will then be accessible through the ticketing service. Using this feature to report issues helps create a
structured routine for solving issues.
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Cisco TelePresence Management Suite Administrator Guide
Adding and Managing Systems