HP StoreEver TapeAssure Software - Manual (Page 79)

Support ticket compression
When you save or e-mail a support ticket, L&TT generates a single, compressed support ticket file.
The support ticket includes the master support ticket file, sticket_header<time>.ltt, and
one or more VidPid_UID.ltd data files.
NOTE: L&TT defaults to 10 MB for maximum size for any e-mail. If your e-mail setup will not
permit e-mail files as large as 10 MB, click L&TT Options > Preferences, click the check box for
maximum e-mail size, and then enter a smaller number. If you attempt to e-mail a support ticket
using L&TT that is larger than the maximum e-mail size, L&TT will not send the e-mail. In this case,
you can save the .lzt support to your disk. Rename the file to have a .tar file extension, and
then use WinZip to expand the support ticket into a single .ltt.lzo file and one or more
.ltd.lzo
files. You can e-mail these files individually.
Sending a support ticket by e-mail (CSI)
To generate a support ticket and send it via e-mail:
1. From the Main screen, select the device for which to create a support ticket. The device
information screen opens.
2. Enter the support command to access the Support screen.
3. From the Support screen, enter the send command to display the Send Support Ticket screen.
The Send Support Ticket screen displays a list of several parameters that must be entered
before the support ticket can be sent. The screen displays the current values for each parameter.
4. Enter the number of the first parameter, and then enter the parameter data at the prompt.
5. Repeat step 4 for each remaining parameter and option. When entering the e-mail address,
two valid e-mail addresses are offered, both for the North American region:
•
L&TT North America Support Call Center [email protected] (for all North America except
3rd party outsourcer use)
•
L&TT North America Support Call Center [email protected] (for 3rd party outsourcer use)
NOTE: Customer support personnel typically provide an e-mail address to users who are
e-mailing a support ticket as a result of a support call request. In this case, the user should
enter the e-mail address exactly as provided by the support person. In the European region
this will usually be provided in the form: "<xxx>@cases.brussels.hp.com" where xxx is the
actual assigned case number. This associates the support case number with the support ticket,
making resolution and tracking more manageable.
6. When all the required parameters and options have been specified, enter the send command
to generate and send the support ticket.
Loading or opening support tickets
L&TT versions 4.2 and later support opening the following support ticket file types:
•
.lzt — tarred support ticket
•
.ltt — master ticket file (Windows only)
•
.ltd — data files
•
.lzo — compressed files, including .lzt.lzo, .ltt.lzo, .ltd.lzo
•
.dat — L&TT 4.0/4.1 and L&TT 3.x data files (Windows only)
Using reports and support tickets 79