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Why is a case not generated even when disk failures occur in ONTAP

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ontap-9
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CORE
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Applies to

ONTAP

Answer

  • It depends on the type of failure.
  • AutoSupport will only be triggered with support case auto-open if there is callhome event occurs such as below.
    • config_thread: callhome.dsk.fault:error]: Call home for DISK FAILED Shelf 11, Bay 0, Model
  • So the following disk failure without callhome event will not trigger both Autosupport and support case auto-open.
    • sanown_io: diskown.errorreadingownership:NOTICE]: error 3 (disk failed) while reading ownership on disk 0a.00.7
  • If callhome.dsk.fault is seen and a support case was not auto-opened then proceed with opening NetApp IT ticket to review and analyze.

  • Note: Ensure that AutoSupport is enabled and actively transmitting logs to NetApp to enable automatic case creation.

Additional Information

tr-4444 ONTAP AutoSupport and AutoSupport On Demand Configuration Guide

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