Procedure for logging issues regarding customers problems with QTP and Win-Runner Plug-ins.

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Problem:

Procedure for logging issues regarding customers problems with QTP and Win-Runner Plug-ins.

Resolution:

QUESTION
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Procedure for logging issues regarding customers problems with QTP and Win-Runner Plug-ins.

ANSWER
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We are not permitted to have the versions of QTP and WinRunner installed on support machines due to restrictions in place between Borland and Mercury. When an issue is logged by a customer regarding a problem with QTP or WinRunner Plug-ins please use the following procedure


  • Review any existing resolutions on the knowledge base.

  • Review the provided pdf document located in the Plugins folder

  • If these fail ask the customer to run the "Debug mode" feature and check if this flags up any problems. The Debug mode can be set by adding "True" to the statement field like below.

    For QTP

    For WinRunner

  • If this does show problems, request the log files from the customer and open an R&D subcase under the Plug-ins drop down and advise the customer.


**Note**
HP Mercury QuickTestPro (QTP) plug-in or the HP Mercury WinRunner plug-in these are two distinct products support cases should be logged for SCTM plug-in issues

Old KB# 24917
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