HP Library and Tape Tools - Manual (Page 34)

Figure 18 Support ticket generation screen
NOTE: In addition to the above options, the bottom section of the support screen provides
resources for finding support on the web. Click any of the buttons in the Support Resources on the
web section of the screen to a browser window and view the corresponding website.
The following steps allow user to extract and send the support ticket by email:
•
“Extracting a support ticket” (page 34)
•
“Saving a report or support ticket” (page 34)
•
“Viewing a report or support ticket” (page 34)
•
“Sending a report or support ticket by email” (page 35)
Extracting a support ticket
Click Extract Device Data to generate the report or support ticket.
After extracting the device data for the first time, the Extract Device Data button text changes to
Refresh Device Data. You should 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.
Saving a report or support ticket
Click Save Support Ticket to save the report or support ticket.
When you save a support ticket, L&TT generates a single, tarred, zipped support ticket with the.lzt
file type in the logs directory. The support ticket is named st_<date>_<time>_<serial
number>.lzt
by default. The support ticket is a compressed, tarred file containing the master
ticket file, sticket_header<time>.ltt, and one or more VidPid_UID.ltd data files for
each device.
Viewing a report or support ticket
Click View Support Ticket to view the report or support ticket in the report viewer. The report or
support ticket can be saved or sent by email.
After a report or support ticket is generated, it is displayed in the report viewer. Click the “+” and
“–” signs to expand and collapse sections of the support ticket. Use the standard navigation keys
34 Using L&TT on Windows