Weekly FAQs (9) - New Support Portal

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FAQs under this topic:
33. How to submit a Support Case?
34. How to reply to a Support Case?
35. How to grant permission to access Support Portal?
36. How to fix “You cannot submit a ticket using this feature” Error?

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See also Weekly Katalon FAQs

The new Support Portal has been applied since 21:00, 27 May 2022 (CST time zone). Please know that this change results in a new workflow on our Support Portal. Especially, there are some highlighted points that you need to be aware of:

If you are using the Katalon On-Premise license server, please log in using your support account which will be sent to your mailbox directly by Salesforce.

In case you have any questions or concerns, please feel free to contact us by:

• Submitting a case through our Helpdesk Portal
• Dropping us a line to support@katalon.com

Note: Please do not reply or send an email to support@katalon.zendesk.com if you want to provide more feedback or reply to an existing support request. This email is not supported anymore.

33. How to submit a Support Case?

The Support Portal is for Enterprise Users. Please follow this instruction to submit a support case to us, and our Customer Support team will do their best to support your cases.

There are three ways to reach out to our Customer Support team:

1. You can also access our Customer Support Portal from Katalon Studio by clicking on the Question Icon and choosing Support portal and Sign in.

2. Go to: Katalon | Simplify Web, API, Mobile, Desktop Automated Tests and Sign in.

• Hover Resources > Submit a ticket

3. Access Katalon Help Center directly.

• Click on the Log in button on the right-hand side.

• There are 02 options to log in Katalon account:

• Option 1: Click on the Katalon Account button if you’re not using the Katalon On-Premise license server.

• Option 2: Enter your Katalon account credentials in the Username and Password fields > Log in if you’re using the Katalon On-Premise license server. If you are not sure about this, please get in touch with us via support@katalon.com.

• For Option 1, after clicking on the Katalon Account button, you will be redirected to the Sign in screen to enter your Katalon account credentials > Sign in.

• After that, you will see Katalon Help Center with the Contact Support button.

• For Option 2, after entering your Katalon account credentials >. Log in, you will see Katalon Help Center with the Contact Support button as well.

Important note: If you have any problems with your Katalon account and cannot log in to the Support Portal, please send a support request via support@katalon.com.

To submit a Support Case, please click on the Contact Support button and fill in the form below. We need to see as much detail as possible of what you’re dealing with. Indeed, it reduces our time to back and forth reply if you provide details of your problems.

1. Organization ID:

You can get the Organization ID by following this instruction: Katalon Help Center

2. Product and Type of Testing field:

Choose the exact type of product and testing that causes the issue in the select box.

3. Subject and Description field:

When typing some keywords in the Subject field, the system will automatically re-show the list of related articles to help users double-check suitable answers without submitting a Support Case from the Need Answers Fast? section.

• Try to summarize your concerns and issues within a subject, but it still has enough meaning.
• The description field is also important for us to reproduce the issue you face from our side.

1. Step to reproduce
2. Actual result
3. Expected result

The above steps should contain as much information as possible regarding your current request so that we can help you easier such as:

• Test environment: OS, browsers, machine specifications, versions, etc.
• Your notes after some investigation by yourself.

4. Type of ticket and Priority field

Choose the exact type of ticket and how is the priority level of it.

5. Environment and version of KSE/KRE

Describe details of the environment and version of KSE/KRE you’re using because we really do reproduce similar to the description to know what you’re going through.

These logs contain everything about the process, the error messages… so it’s one of the important parts for better investigation.

6. Execution log and Error log

Here’s how you can get the logs:

• Execution log in Katalon Studio:

Copy the Console tab and paste it to the Execution log field. It can be saved as a .txt file and attach to the support case.

• Execution log in Katalon Runtime Engine:

Copy all in the command line box and paste them to the Execution log field. It can be saved as a .txt file and attached to the support case.

• Error log in Katalon Studio:

Click on Help tab > Error log > Save it as .txt file

7. “How would your work be affected?” and Add other users as CCs on tickets

Choose the level of how much it’s affected and add other users as CCs as you want.

8. Upload File

This is really needed to visualize what you’re going through. It may be a screenshot of the page failing or a record of reproduction that makes failed steps. You’re able to attach your multiple logs as .txt files here as well.

And then, click on Submit button.

After all, we hope that this topic is sufficient for you. We’re always here and try to reach out as soon as possible. The more information you provide, the more support we offer.

34. How to reply to a Support Case?

Please refer to this quick guide to reply to a Support Case on our Support Portal:

• After submitting a Support Case successfully, you can click on the Case Number as the red border sections to redirect to your Case.

• You can also click on My Cases to view all cases

• Once going to your Case, click on the Comment field to type in the message in the rich text editor and do the necessary formatting.

• Attach a file if required by clicking on the Attach file and then click on the Comment button to submit your reply.

35. How to grant permission to access Support Portal?

As you know, to be able to open a new case in our new Support Portal, the users are required to receive a Salesforce slot from the Owner or Admin in the organization.

As an Owner or Admin of the Organization, please follow the steps below to assign the slots:

1. Browse to Katalon TestOps and log in with your credential.

2. Click to the setting icon on the right hand side and choose Support Management

3. It will automatically direct you to the Support Management tab, where you can see all members in your Organization

4. Turn on the button to assign the slots to the desired users.

Note:

• The Salesforce slots are different from the KSE/ KRE license. The users who already have been assigned a KSE/ KRE license, might not have a permission to Salesforce (it depends on the administrators decision).
• Our system only automatically assigns the slot to the Organization Owner, the permission of the rest of the team will be defined by the administrators).
• The number of Salesforce slots equals to the number of licenses that you purchased.

36. How to fix “You cannot submit a ticket using this feature” Error?

Background

If you got the ‘You cannot submit a ticket using this feature’ error while trying to “Submit a ticket” to Katalon Support Portal.

Please follow the below solutions:

In order to submit a support request to Katalon Support, you need to be assigned permission to raise the request.

Please refer to this article and ask the administrators of your organization to grant permission to your account. In case the article is still hard to follow, please refer to this video step by step.

If you still have any problems after all those steps, please contact us via email at support@katalon.com for further investigation.