HP Library and Tape Tools - Manual (Page 55)

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 by email.
◦ 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 email. See “Sending a
support ticket by email (CSI)” (page 55) 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.
Support ticket compression
When you save or email a support ticket, L&TT generates a single and 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 email. If your email setup does not
permit email files as large as 10 MB, click L&TT Options > Preferences, click the checkbox for
maximum email size, and then enter a smaller number. If you attempt to email a support ticket
using L&TT that is larger than the maximum email size, L&TT fails to send the email. 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 email these files individually.
Sending a support ticket by email (CSI)
To generate a support ticket and send it via email:
1. From the Main screen, select the device for which a support ticket is created . The device
information screen appears.
2. Enter the support command to access the Support screen.
3. From the Support screen, enter the send command. The Send Support Ticket screen appears.
The Send Support Ticket screen displays a list of several parameters that must be entered
before the support ticket is sent. The screen displays the current values for each parameter.
Using reports and support tickets 55