Layton ServiceDesk - Procedures - General - Sending Log Files to Support
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| − | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton | + | <p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p> |
| + | =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. | 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 Files= | |
| + | =='''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log|Application Log]]'''== | ||
| + | The application log is a log file relating to the function of the application in general. This is the most commonly requested log file. | ||
| − | + | These log files are located in: | |
| + | C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\ | ||
| + | |||
| + | The filename structure is: | ||
| + | |||
| + | lsd_log_YYYY_M_D.txt | ||
| + | |||
| + | For example, a log file created for 6 September, 2019, would have the filename: | ||
| + | |||
| + | lsd_log_2019_9_6.txt | ||
| + | |||
| + | Sort the list by ''Date Modified'', in reverse-chronological order (latest on top). | ||
| + | |||
| + | A separate log file is created for each calendar day. Normally Support only requires the latest log. If there are many log files, it is safe to delete all but the latest five. | ||
| + | |||
| + | =='''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|LDAP Import Log]]'''== | ||
| + | This type of log relates to importing '''[[Layton ServiceDesk - Utilities - LDAP Import End User|End Users]]''' and '''[[Layton ServiceDesk - Utilities - Import Analyst (LDAP)|Analysts]]''' via LDAP. | ||
| + | |||
| + | ===Primary Method=== | ||
| + | These log files are located from within the Layton ServiceDesk Administration page: | ||
| + | |||
| + | '''[[Layton ServiceDesk - Utilities - LDAP Import End User#View Log|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= | ||
#If possible, generate the issue again. | #If possible, generate the issue again. | ||
| − | # | + | #In Windows Explorer, open the log-file location(s). |
| − | #Zip the log file. | + | #Identify the required log file(s). |
| − | #Email to [mailto:[email protected] [email protected]]. | + | #Zip the log file(s). |
| + | #Email to '''[mailto:[email protected] [email protected]]'''. | ||
| − | In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our [http://laytontech.leapfile.net upload service]. | + | In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our '''[http://laytontech.leapfile.net upload service]'''. |
Latest revision as of 00:57, 23 August 2023
Contents |
[edit] 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.
[edit] Location of Log Files
[edit] Application Log
The application log is a log file relating to the function of the application in general. This is the most commonly requested log file.
These log files are located in:
C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\
The filename structure is:
lsd_log_YYYY_M_D.txt
For example, a log file created for 6 September, 2019, would have the filename:
lsd_log_2019_9_6.txt
Sort the list by Date Modified, in reverse-chronological order (latest on top).
A separate log file is created for each calendar day. Normally Support only requires the latest log. If there are many log files, it is safe to delete all but the latest five.
[edit] LDAP Import Log
This type of log relates to importing End Users and Analysts via LDAP.
[edit] 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.
[edit] 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.
[edit] Procedure
- If possible, generate the issue again.
- In Windows Explorer, open the log-file location(s).
- Identify the required log file(s).
- Zip the log file(s).
- 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.
