What to Put in the Ticket After Replacing a PSU
"Replaced bad PSU, server up" is the note that gets your ticket reopened. A PSU swap is an asset change, a warranty event, and a failure record all at once — the ticket has to carry all three. Here is the field list that closes the ticket clean the first time.
The six fields every PSU-swap note needs
- Symptom and alert. What fired: BMC event text, amber PSU LED, "power supply redundancy lost," OS down. Quote the alert, don't paraphrase it.
- Tests before the swap. PDU outlet live? Reseat tried? Known-good PSU in the same slot? This proves the part failed — not the feed, not the seating.
- Old serial, new serial. Failed PSU serial out, replacement serial in, plus model/wattage match. This is the line RMAs and asset audits live on.
- Verification. Both PSUs healthy in the BMC, redundancy status OK, clean boot observed, original alert re-checked after 15–30 minutes.
- Failed-part disposition. RMA number, spares-bin shelf, or vendor pickup — where the dead part physically went.
- Follow-up. "None — monitoring normal" is a valid follow-up. Silence is not.
A note that passes audit
14:05 — Alert: PSU2 failure, srv-2210 rack B07 U22 (BMC event PSU2 AC lost).
Outlet B07-PDU2-14 live (meter + known-good load). Reseated PSU2: fault persists.
Known-good spare in slot 2: healthy. Conclusion: PSU2 hardware failure.
Out: SN CN-0XXXXXX-XXXXX (750W). In: SN CN-0YYYYYY-YYYYY (750W, model match).
Verify: BMC shows PSU1+PSU2 OK, redundancy restored, clean POST, OS up 14:31.
Alert re-checked 15:05: clear. Failed PSU to RMA shelf, ticket RMA-88412.
Follow-up: none.
The mistakes that reopen tickets
- No serials. Finance cannot process the RMA and DCIM now points at a part that isn't in the chassis.
- No pre-swap tests. If the PDU outlet was dead, you replaced a good PSU and the fault comes back on the next shift.
- "Server up" as verification. One PSU can carry the load while redundancy is still broken. Verify both units and the redundancy state.
- Failed part left on the rack. Undocumented dead parts get reinstalled by someone else. Disposition is part of the fix.
RackReady Core ($19) covers the full floor workflow this plugs into — the 10-step break-fix checklist, ticket-note templates, escalation and handover formats, and resume bullets. The free sample includes the universal break-fix checklist. Fault-isolation order for no-power faults:
server won't power on checklist.
See RackReady Free sample Ticket note examples
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