--- title: "Submit Automation Ticket to Panaya Support" slug: "submit-automation-ticket-to-panaya-support" updated: 2026-08-12T10:52:35Z published: 2026-08-12T10:52:35Z 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. # Auto-Reporting Test Automation Issues Streamline your support requests by using **Troubleshooting Mode**. This guide explains how to automatically capture and report test automation issues directly to Panaya Support. Troubleshooting mode is supported for both **ScriptBuilder** executions and **automation agent** runs. --- ## 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, add a detailed description of the issue and the steps to reproduce it, and 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. > [!WARNING] > Note > > If the troubleshooting content wasn't uploaded to Panaya, you can find the files locally in the **%Temp%\Panaya Automation\troubleshooting-failed-uploads** folder. 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. > - If the troubleshooting content wasn't uploaded to Panaya, you can find the files locally in the %Temp%\Panaya Automation\troubleshooting-failed-uploads folder.