This article describes the steps you should take before contacting Panaya support regarding test automation-related issues.
ScriptBuilder Troubleshooting Mode
To submit ScriptBuilder related issues to Panaya support -
Navigate to the relevant automated test or component script in Panaya, and open ScriptBuilder.
Use the ScriptBuilder 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.
When the issue occurs, click on the Report issue button.
Select the problematic area from the drop down list.
Fill in the instruction number where the issue occurs.
Add a detailed description of the issue and the steps to recreate it, then click Send.
We encourage you to include the instruction number in which the issue occurred and state whether the problem occurred during the recording or while running the playback.
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.
Agent Troubleshooting Mode
To submit automation agent-related issues to Panaya support -
Select the Planned Runs tab of the relevant automated test and 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.