Record Issues to Troubleshoot

To help your help desk troubleshoot issues that you encounter in the application, you can record the issue while you reproduce it.

Not only would the recording show your help desk what happened, but it also collects detailed data that your help desk can analyze. You can also attach additional notes and material, such as screenshots, to most recordings.

Create a Recording

Follow these steps:

1. Open the page where your issue occurred. If the issue is that a page isn't opening or displaying properly, then you can be on any page to start the recording before you try to open the problematic page again.

2. Click your user image or name in the global header and go to Troubleshooting > Record Issue. If you don't see this menu item, then contact your help desk or security administrator.

3. For most issues, choose to collect page diagnostics while you're recording. Collect performance statistics only if the issue is that the application is working too slowly.

4. Open the Advanced Options section (if you're given access) and set the recording time according to your help desk or for as long as you think it would take to reproduce your issue. You can always stop the recording as soon as you're done.

   If you're collecting page diagnostics, you can take screenshots while you record and attach them to your recording later. So take into account the time that it takes to capture screenshots.

5. If your help desk asks you to enter other advanced options, then fill out the rest of the section based on what your help desk tells you.

6. Click Start Recording to record on the current page, or on the next page that you open immediately after you click the button.

   If you open yet another page after that, then the recording will automatically stop.

7. Click Stop Recording or record until the allotted time runs out.

8. If you're collecting page diagnostics, optionally add notes and attach screenshots or other relevant files to the recording.

9. Note down your recording ID, and click Submit.

   Tip: You can later open the Record Issue dialog box again and click View My Recordings to find the ID and other information about this recording.