Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log
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#If possible, generate the issue again. | #If possible, generate the issue again. | ||
#In Windows Explorer, open the log-file location. | #In Windows Explorer, open the log-file location. | ||
− | #Identify the required log file. | + | #Identify the required log file(s). |
− | #Zip the log file. | + | #Zip the log file(s). |
#Email to '''[mailto:[email protected] [email protected]]'''. | #Email to '''[mailto:[email protected] [email protected]]'''. | ||
Latest revision as of 00:58, 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 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
- If possible, generate the issue again.
- In Windows Explorer, open the log-file location.
- 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.
[edit] Application Log
See here for sending the Application Log.