---
title: "Submit Automation Ticket to Panaya Support"
slug: "submit-automation-ticket-to-panaya-support"
updated: 2026-04-09T12:02:20Z
published: 2026-04-09T12:02:20Z
canonical: "success.panaya.com/submit-automation-ticket-to-panaya-support"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://success.panaya.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reporting Issues automatically to Panaya Support

This article outlines the steps to take before contacting Panaya support for test automation-related issues.

## ScriptBuilder Troubleshooting Mode

1. 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.
2. In ScriptBuilder - Click on the menu button to select **Start Troubleshooting Mode**.

![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-AWFK8DU9.png)

1. If the following pop-up appears, click on **Start troubleshooting**. ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-QA9DHXG3.png)
2. Begin recording/playing the script and follow the same steps as when the issue occurred.
3. 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.

![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-9ZDV2TVU.png)
4. It is highly recommended to check the “Include video screen recording” option (optional). Then click**Start troubleshooting**. ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-AJROVJ6P.png)

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**. ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-1R4CX44G.png)
5. **Record**the business process or **playback**the script. When done, **stop**the recording or playback. ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-95OKT2A5.png)
6. 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.
7. 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](/v1/docs/check-out-panayas-support-portal).

![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-5VGZTZLF.png)

> [!NOTE]
> Note
> 
> When submitting ScriptBuilder-related issues to Panaya support, it is preferable to use [Attended Mode](https://success.panaya.com/docs/attended-automation), 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 -

1. Select the **Planned Runs** tab for the relevant automated test, then click the **Run automation** button. ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-Y15MGHEH.png)
2. In the Run automation pop-up, select **Troubleshooting**in the execution mode selection.
3. 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. ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-G0AVU8KN.png)
4. Click on **Run**.
5. The Panaya team will receive the logs and information required to investigate the issue following the agent execution.

> [!WARNING]
> Note
> 
> When Agent troubleshooting mode is activated, the user will be the one who initiated the run, not the user used by the Agent.