Latest revision as of 00:58, 23 August 2023

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[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 File

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

1. If possible, generate the issue again.
2. In Windows Explorer, open the log-file location.
3. Identify the required log file(s).
4. Zip the log file(s).
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.

[edit] Application Log

See here for sending the Application Log.