Useful Information needed when opening Support Case

Useful Information needed when opening Support Case

  1. Detailed steps to reproduce Issue the issue.
  2. VERA Version Information (Click the “GO” button, Click “Version Information” and Copy to Clipboard option.)
  3. ALM Version and Patch Level
  4. Does the issue happen in a single project?
  5. Does the issue happen on a single machine?
  6. Does the issue happen for a single user?
  7. Applicable Screenshots of Error (If detailed report is available, please provide report)
  8. Provide any Log Files that are applicable to assist in investigation of case (For location of Log Files, log into Site Admin and click on the “Servers” tab and highlight the name of the application server. The log file location will appear in the right column).



    • Related Articles

    • New Templates for Opening up Support Cases

      To All, We have created Templates that will auto-fill some mandatory fields when creating a new case in our Support Portal. Please see the steps to utilize these Templates as well as a list of Template created. List of Existing Templates: VERA DevOps ...

    • Tx3 Support Reference Guide

      For important information regarding Tx3 support please see attachments Tab and download the Support General Reference Guide. Support Update: The support@tx3services.com email address is no longer a valid way to open or respond to a support case. ...

    • Tx3 Support will move to the Tricentis Support Hub – What you need to know

      Starting in the week of April 24, 2023, the Tx3 product and support services will be transferred to the Tricentis Support Hub. You will be notified via e-mail as soon as the migration is complete. Please read the e-mail carefully, as it will contain ...

    • Support Ticket Tutorial

      Attached is a brief video that will walk you through the Support Case Creation process.

    • Tx3 Support End User Guide

      This user guide details the basic processes used by an authorized End User using Tx3 Support website. Click the Attachment tab at the top to access the User Guide document.