This article outlines the steps to take before contacting Panaya support for test automation-related issues.
ScriptBuilder Troubleshooting Mode
Open ScriptBuilder in one of the following execution modes:
Attended Mode (Recommended, applicable only for playback issues) - if your issue is in playback and can be reproduced by running the script as is.
Debug Mode (open ScriptBuilder from the test) - if your issue occurs during recording or is related to setup, or if you need to execute the script not in its original order to reproduce.
In ScriptBuilder - Click on the menu button to select Start Troubleshooting Mode.
If the following pop-up appears, click on Start troubleshooting.
Begin recording/playing the script and follow the same steps as when the issue occurred.
On the relevant screen, when the issue you want to report occurs, click the Stop troubleshooting button.
Be advised that if more than one issue needs to be reported, you should close ScriptBuilder and open a new troubleshooting session for each issue separately.
It is highly recommended check the “Include video screen recording” option (optional). Then click Start troubleshooting.
If video screen recording is enabled, you will be prompted to select the window or screen to record. Select the relevant screen or window and click Share.
Record the business process or playback the script. When done, stop the recording or playback.
Fill in all required fields, and add a detailed description of the issue and the steps to recreate it, then click Send.
We encourage you to include the instruction number where the issue occurred and indicate whether the problem occurred during recording or while playing back.Upon completion, click on the Send button.
You will be given a ticket number, as in the example below. Use the ticket number when contacting Support.
Note
When submitting ScriptBuilder-related issues to Panaya support, it is preferable to use Attended Mode, which also generates Run Results that provide valuable context for the team during troubleshooting.
Agent Troubleshooting Mode
To submit automation agent-related issues to Panaya support -
Select the Planned Runs tab for the relevant automated test, then click the Run automation button.
In the Run automation pop-up, select Troubleshooting in the execution mode selection.
Describe the problem - add a detailed description of the issue and the steps to recreate it.
Fill in the number of the problematic instruction. You can attach a relevant screenshot.
Click on Run.
The Panaya team will receive the logs and information required to investigate the issue following the agent execution.