How to create a new support case
To create a new Worksoft support case,
1. Login to
https://na2.salesforce.com/sserv/login.jsp?orgId=00D3000000009Sd. (You
can go to www.worksoft.com and click on the link "Customer Login")
2.
In the subject line enter the name of the
customer along with a good title which describes the issue/question. For
example "Intel - Certify changes the number variable to 0 during
process execution". We discourage a non-specific titles such as "Certify
doesn't work" or "Livetouch is broken".
3.
In the description, please provide as much
details as you can - including steps to reproduce and its reproducibility.
4.
Provide information in both the required and
optional fields such as Certify version and Certify patch level.
5.
Attach a log file and/or a screenshot showing
the steps (if the steps failed) and/or the Application under test (where the
step failed).
6.
If you recently upgraded to a patch level,
please mention previous patch/version number.
7.
Please answer the following questions to help
expedite the process:
a. Is
this problem seen on only on machine? If not, is problem seen on all machines?
b. If
only some of the machine have this problem, what might be the differences, e.g.
OS version, IE version, etc.
c. Has
this operation been successful previously (and started failing recently)? What
change was made that might have caused the failure, e.g., OS upgrade, AUT
upgrade, Certify upgrade, etc.
d. Does
the problem occur with a particular process/variable/requirement/object/screen,
some of them or all of them?
e. Is
this preventing you from executing all of your test?
f.
For livetouch issues, please describe exactly
what doesn't work, e.g., the object is not highlighted, livetouch hangs, object
is highlighted but no steps are created, etc.
More on Best practices
Following these guidelines could help expedite the support process:
1. Enter a
succinct Subject line, but include enough information to uniquely identify the
issue.
Bad Example: Can't
find row in Table
Good Example: Find Row action in GuiTable control can't
find a second row which matches given criteria
2. Attach
the log-file.txt file from the machine with the problem
3. Include
steps to reproduce the problem in the Description (or in an attachment)
4. Specify
the Interface and Interface Version (including a hot fix version if present) since
the problem might involve the Interface
5. Choose
the most accurate Database Version (e.g. Choose "SQL Server 2008 R2" rather than
"SQL")
6. Include
the full error message text in the Description or attach a screen capture of
the Results Viewer with the error message visible.
Certify Version: 8.6.0.400
Database: SQL Server 2008 R2
Interface: SAP
Interface Version: 8.6.0.14