Create Diagnostic data with Microsoft Problem Step Recorder for CA Support

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Article ID: 15815

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

CA support often ask client to provide a detailed steps description how to reproduce a reported problem.

Solution:

An easy way to record, show and provide this data, is to use the Microsoft Problem Steps Recorder (PSR).

A  windows feature which exists for a long time but often not known.



How to create screenshot diagnostic data requested from CA Support?

Environment

W2knnUSRD 12.n to 17.n

Resolution

1. open a command prompt windows

2. type psr and press enter

3. Click "Start Record" button

4. type pdm_configure in the command prompt window and do the SDM configuration (or whatever you need to record)

5. Click "Stop Record" button in the recorder application and save the file.

 

 

This zip file holds the complete session. You may unpack it and review the recording by open the mht file.

Send the zip archive to CA support if requested.

Attachment: PSR zip sample  

 

Additional Information

Recording_20170915_1007.mht 

PSR_pdm_configure_recording_sample.zip

Attachments

1558534631872TEC1737288.zip get_app