Brief Overview

The Issue Recorder lets builders report issues directly from the WalkMe Console or the Flow Tracker. It captures screen recordings and detailed logs to help WalkMe Support investigate issues more efficiently.

Access

You can open the Issue Recorder in either of the following ways:

• From the Flow Tracker

Flow Tracker

• From the WalkMe Console Help Resources (select the ? icon in the upper-right corner)

Console Help Menu

How It Works

Record an issue

To record and submit an issue:

1. Select the Record Issue in the Flow Tracker, or Report an Issue from the console help resources

2. Choose one of the following:

   • Record screen and logs

   • Capture logs only

3. Optional: Turn on Record audio to include sound

4. Select Continue

   

5. When prompted by the browser, select Allow to share the current tab

   

6. Select Start Recording
7. Reproduce the issue
8. Select the red Stop button to finish recording
   

Recording controls

While recording, you can:

• Pause or restart the recording
• Delete the recording
• Drag the recorder widget to reposition it on the screen

Selecting the browser Stop sharing button ends the recording immediately. To avoid interruptions, do not select this button while recording.

Submit the issue

After you stop recording:

1. Enter a short title and description of the issue
2. Optional: Select Download Video if you are unable to upload the video directly, and attach it to your support request email
3. Select Submit

After submission:

• A confirmation message appears with your case number
• WalkMe Support will contact you
• You can track the ticket in the Community portal or through the Builder Assistant

Tip Tuesday Video

Utilizing the Issue Recorder

Technical Notes

System behavior

• The system name is based on the last system logged into in the editor or the currently logged-in system in the console
• On page reload or navigation, you must confirm whether to resume recording
• Issue Recorder can be used in a published environment using the same steps
  - Make sure to use login credentials for the system where you are launching the Issue Recorder

Browser support

• Safari is not supported for Issue Recorder
• If you are using Safari, submit a ticket using the Contact Support button instead

Security and compliance

• Issue Recorder is HIPAA compliant
• HIPAA controls are covered as part of the SOC Type II annual audit
• Recordings are encrypted at rest and in transit
• Access is limited to authorized personnel
• Recordings are retained for 3 months
• You can request deletion of recordings at any time