Blue Prism Guide

RAISING A SUPPORT REQUEST

Version: 1.0

For more information please contact:

info@blueprism.com | UK: +44 (0) 870 879 3000 | US: +1 888 757 7476
www.blueprism.com
Contents
Introduction ..................................................................................................................................................................3
Blue Prism Version ........................................................................................................................................................3
Event Logs .....................................................................................................................................................................4
Session Logs ..................................................................................................................................................................5
Error Messages .............................................................................................................................................................6
Screenshots...................................................................................................................................................................6
Process and Object Export ............................................................................................................................................7
Explanation of the Problem ..........................................................................................................................................7
Raising the Support Request .........................................................................................................................................7

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disclosed to a third party without the written consent of an authorised Blue Prism representative. No part of this document may be
reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying without the written
permission of Blue Prism Limited.

© Blue Prism Limited, 2001 - 2018

All trademarks are hereby acknowledged and are used to the benefit of their respective owners.
Blue Prism is not responsible for the content of external websites referenced by this document.

Blue Prism Limited, Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY, United Kingdom
Registered in England: Reg. No. 4260035. Tel: +44 870 879 3000. Web: www.blueprism.com

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Introduction
When raising a support request, it is important to provide as much crucial information as possible. Your incident
will be dealt with more quickly if the Blue Prism Customer Support Team can immediately work on your issue
without having to send repeated requests for further information.

When raising a support request please bear in mind the following checklist:

Checklist Check
Blue Prism Version 

Blue Prism Event Logs 

Blue Prism Session Logs 

Error message details 

Screenshots 

Process and Object export 

Explanation of the problem 

This guide provides information on how to collate the relevant information.

Blue Prism Version

The support team would prefer the exact Blue Prism Version. This can be found by selecting the question mark
from the top menu and then selecting About.

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Event Logs
The Windows Event Log is a repository of application and system messages. It is where Blue Prism Server, Blue
Prism Resource PCs and Interactive Clients log their messages.

The messages that are logged contain information about Blue Prism that is captured when the application is
running.

For example, if Blue Prism Server suffers problems communicating with the database then any errors are written to
the Event Log.

The Blue Prism Support Team use the Event Viewer to troubleshoot problems and locate events related to the
problem or symptom.

To export the Event Log in Windows 10:

Search for “Event Viewer” and launch it.

Expand the “Applications and Services Logs” and then right click Blue Prism to bring up the context menu. Then
select “Save All Events As..”

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When the Save As dialog appears provide a name for the file and set the Save as Type to “Text (Tab Delimited)
(*.txt)”

The file can then be emailed to Blue Prism.

Session Logs
If stage session logging is enabled in a Blue Prism process or object, then Blue Prism will write to the Session Log as
the process runs through each process or object stage. This provides a detailed record of what the process is doing.
If a process terminates then error messages thrown by the process will also be captured in the Session Log. This
process level logging is not captured in the Windows Event Log. It is only available in the Session Log

Logs can be accessed from Control Room by right-clicking the process name and selecting View Log from the
context menu.

From the Session Log Viewer select show all columns:

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Then select File -> Export Entire Log

Choose either CSV or TXT file and create your file that can be sent to Blue Prism Support.

Error Messages
Where error messages are thrown onto the screen select the Copy button to to copy the detailed error message to
the Windows Clipboard. You can paste the message into your support request.

Screenshots
If your support request could be helped by a screenshot of the target application or Blue Prism, then please
forward these with your request. For a single image then either JPG or PNG format will suffice. If there is a
sequence of screenshots, then please either enclose the image files in a zip file or save them collectively to a PDF
document.

Make sure you only include screenshots that do not display any live data. Where sensitive data exists on the
screenshot please mask this using MS Paint or similar graphics package.

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Process and Object Export
The process and object export functionality allow you to make a local copy of a process or object. This exported file
will be a plain text XML file that can be easily emailed to Blue Prism where it can be imported into the support
team’s database for inspection.

The export a process or object select File -> Export -> Process/Object

Make sure when exporting any processes or objects that any sensitive application data is first removed. The data
may exist in application modeller or initial values of data items.

Explanation of the Problem

When describing the issue please be as clear and detailed as possible. Requests such as “Can’t attach to
application” cannot be investigated without knowing what type of application, what error messages are thrown,
what parameters are you providing when attaching etc. Always provide as much detail as possible to help the
support team. The more detail you submit the less likely the support team will need to reply asking for more
information.

• Explain what you are trying to achieve

• Explain what is actually happening
• Outline in detail any unusual behaviour
• Explain what the problem symptoms or errors are
• Describe any applications you are interacting with
• List any significant changes that have occurred lately that may have affected the solution e.g. system or
Windows update
• Most importantly explain, if you can, how the error can be replicated. This will allow the support team to
not only identify the issue but also create and test a solution.

Raising the Support Request

To raise a support request please consult the support procedures on the Customer Support page of the Blue Prism
Portal (https://portal.blueprism.com/customer-support/customer-support-procedure)

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