Using reports and support tickets, Generating and viewing a support ticket – HP StoreEver TapeAssure Software User Manual
Page 78
Using reports and support tickets
A major feature of L&TT is the ability to generate reports and support tickets. In the event of a
hardware problem, a report or support ticket can provide vital information to help diagnose and
resolve the problem. Reports and support tickets can be generated on all operating systems
supported by L&TT. For more information about reports and support tickets, see
Generating and viewing a support ticket
To generate and view a report or support ticket in the CSI environment:
1.
From the Main screen, select the device for which to create a report or support ticket. The
device information screen opens.
2.
Enter the support command to access the Support screen. Alternatively, if the report format
is available for the selected device, then you can use the health command to access the
Support screen.
NOTE:
The functionality of the Support screen is the same, regardless of which command
you used to access it.
3.
From the Support screen, enter the extract command (or the refresh command).
After extracting a report or support ticket for a device for the first time, the extract command
is replaced with the refresh command. Refresh the device data whenever a change is made
to the device that can affect the support ticket, such as running a test or loading/unloading
a cartridge.
4.
After extracting (or refreshing) a report or support ticket, do one of the following:
•
Enter the view command to view the support ticket.
•
Enter the save [<arg>] command to save the report or support ticket.
L&TT generates a support ticket in the logs directory. The report or support ticket can
later be viewed (using the load command from the Main screen) or sent via e-mail.
◦
If no argument is specified, L&TT generates a single, compressed file in the logs
directory. By default, the name of this file is st_<date>_<time>_<serial
number>.lzt
, although you can specify another name on a subsequent screen if
desired. The support ticket is a compressed, tarred version of the following files:
–
sticket_header<time>.ltt
–
One or more VidPid_UID.ltd
◦
If you specify an argument with a path and filename, as in this example:
/opt/temp/abc.lzt
L&TT creates the support ticket abc.lzt in the /opt/temp directory.
◦
If you specify an argument with only a filename, as in this example:
abc.lzt
L&TT creates the tarred support ticket abc.lzt inside the /opt/ltt/logs directory.
L&TT will add the .lzt extension if it is not included in the filename.
•
Enter the send command to send the report or support ticket by e-mail. See
support ticket by e-mail (CSI) (page 79)
for more information.
When viewing the support ticket, use Ctrl+U and Ctrl+D to scroll up and down through the results.
You can also use the find and page commands to quickly locate information.
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Installing and using L&TT on non-Windows systems