Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log

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Overview

Occasionally Layton Technology Support may request your log files in order to investigate a reported problem. We will need the log files that are relevant to the time at which the problem occurred.

Location of Log File

This type of log relates to importing End Users and Analysts via LDAP.

Primary Method

These log files are located from within the Layton ServiceDesk Administration page:

   Administration > Utilities > LDAP (AD) Import End User > View Log
   Administration > Utilities > LDAP (AD) Import Analyst > View Log

Click a log name to invoke a browser Open/Save process. Save the file to the desktop.

Secondary Method

Alternatively, these logs can be located within Windows Explorer:

   C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\HB_Data\Export\

The End User log filename structure is:

   AD_EUserXXXXXXXXXXXXXXXXXXXX.txt

The Analyst log filename structure is:

   AD_UserXXXXXXXXXXXXXXXXXXXX.txt

In both cases, the string XXXXXXXXXXXXXXXXXXXX is a random number. Check the Date Created to determine which log is relevant.

Procedure

  1. If possible, generate the issue again.
  2. In Windows Explorer, open the log-file location.
  3. Identify the required log file.
  4. Zip the log file.
  5. Email to [email protected].

In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our upload service.

Application Log

See here for sending the Application Log.

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