File Content Extraction 25.4
Filter SDK Python Programming Guide

# Create a Support Ticket

The following section provides some guidelines for creating a ticket with OpenText support to ensure that it can be dealt with as quickly and effectively as possible.

## Reproduce issues with a test program

It is easier and faster for support to diagnose your issue if you can provide a command that demonstrates your issue, so that support can immediately understand the issue. The most helpful reports include the following information:

- what you did.

- what you expected.

- what happened.

The easiest method is to reproduce your issue by using one of the test programs that are included with your File Content Extraction installation, such as `extracttest` or `filtertest`, or the `filter_tutorial` sample program.

The following example shows a clear reproducible test case:

EXAMPLE: If you open sample.docx in Microsoft Word you can see the words “Test test” in the footnote on page 3. This text does not appear when I filter the file like this:

    $ filtertest -hf -sh sample.docx out.txt

If you have made changes to the standard `formats.ini` shipped with KV then be sure to provide the configuration file on the ticket as well, in case those changes are relevant.

## Provide a sample file

If an issue is specific to a particular file, and you can provide us with a copy of that file then that allows OpenText support to look into the issue. If you cannot provide the file, for example because it contains confidential information, then you might be able to create a file that exhibits the same behavior.

For example, if you believe text is missing from the file, you might observe where in the original file the missing text resides (to use the previous example, in a footnote) and create new file that contains text in the same place.

## Issues that cannot be reproduced with a test program

For cases where you cannot reproduce your issue by using the test programs, you can:

- Check the options provided by the test program to see if there is another option you need to set to correctly match the way you are using File Content Extraction through the API. Call the test program with -h to see a list of options.

- Check that you are using the right test program: `filtertest` for detection, filter, and metadata, or `extracttest` for extraction and subfile metadata.

- If possible, provide minimal sample code that mimics the way you call the API and demonstrates the issue you are seeing.

- Contact OpenText support, to discuss further options for logging to see how you are using the API as alternative to creating sample code.

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Version 25.4 | Last updated October 2025

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Product: File Content Extraction 25.4

Topic Title: Create a Support Ticket