Submit a Support Ticket

When you need to submit a support ticket, it's best to provide as much information as possible for a timely resolution.

Error Message

Copy and paste the entire message and/or provide a screen shot of it.

• For test step failures, use the Export Result to File feature from the Step Failure Details.
• Example: The test failed on an action or verification step.
• For Test Studio application errors, Generate an Application Log.
• Example: The Test Studio program itself, or Internet Explorer with the recording toolbar attached, displays an error.
• For Scheduling errors, export the log from the Scheduling Service Log Reader
• Example: The scheduled test run does not execute at the specified time on the Execution Server.
• For installation errors, Create an Installer Log File.
• Example: An error displays while installing Test Studio and prevents a successful installation.

Reproduction Steps

Precise steps so the support team can reproduce the issue and experience the behavior first-hand. Please include:

• Clearly ordered steps to follow.
• Screen shots and explanations of the expected and actual state of the application.
• A screen recording of the issue. Download Jing for free, upload the recording to their server, and provide the link.

Application Access

Is your application publicly accessible?

• If so, consider granting access to the support team by providing a basic test or project that logs in and immediately demonstrates the problematic behavior. If you log in via a Test as Step, ensure you include that as well.
• If not, does a public site exhibit the same behavior? Provide a test against that instead.
• If the issue is specific to your web application and it's private, consider sending a Fiddler Trace. Fiddler is a Web Debugging Proxy which logs all HTTP(S) traffic between your computer and the Internet. Download Fiddler here.
• If the issue is specific to your Silverlight Out-of-Browser or WPF application, consider sending the entire app. If this is not possible, perhaps your developers can craft a small sample app that demonstrates the issue.

 

Note: Support tickets allow the following extensions: zip, rar, ace, jpg, gif, css, png. Typically you'll need to place files within a .zip file before attaching.

 

Note: There is a 20 MB size limit for file attachments. If your project exceeds this, make a copy of it and remove tests not related to the issue. Also remove one or more of the following potentially unnecessary components:

 

Project Item	Description	Action
Results folder	Contains test list result files.	Remove if issue is not related to test list results.
Backup folder	Contains archived versions of the project before upgrading.	Remove if issue is not related to upgrading.
.resx files	Each .tstest (or .aii) test file contains a corresponding .resx file that contains the Storyboard images.	Remove if issue is not Storyboard-related.
Bin folder	Contains .dll and .pdb files for the project.	Remove. These files will be regenerated.
Data folder	Contains a copy of external data sources added to the project.	Remove if issue is not dependent on external data.
Profiler Configurations folder	When you create a new test, a corresponding .tsprofconfig file is created for it. This "skeleton" configuration file will hold custom settings if you choose to execute Performance runs for that test.	Remove if issue is not Performance-related.