I had been troubleshooting for hours…
After hours of troubleshooting an issue, I realized that I couldn’t solve it myself. Not to be boastful, but I consider myself a fairly adept and qualified problem-solver. I’ve been shooting at my troubles for years. But this time, it just wasn’t meant to be. The realization dawned that I would have to stop this time sink now and raise a ticket.
If you’ve been in my position, you know the feeling that comes next. With growing dread, I logged onto the support portal. I knew I was jumping down the vendor support rabbit hole.
Sure enough, once the screen flicked on, I was met with the smiling, supportive face of…
…a BOT.
The Bot that never was!
Bots are well-intentioned, really. This one wanted to help. it had been trained with all possible scenarios, permutations and carefully curated information to resolve all possible vendor support tickets. Except mine, I guess.
It started off on the wrong foot, asking me, “Have you read this article about setting up LDAP integration?” No, I thought. My problem is object recognition. Why are we talking about LDAP?!
We started the ritualistic dance: Server version? Entered. Software version. Typed. Platform? (sigh) Yes. Blood type? WHAT? Favorite hockey team? WHY!
But I started this, so I took it upon myself to finish it.
Finally, (what felt like) a month and a half later, I was done typing in the FULL ticket issue, channelizing all my writing skills and years of experience. I double-checked and was satisfied. Shakespeare himself would’ve been proud of this piece. I clicked on ‘submit’ and was rewarded with an automatic notification with my ticket number.
Somewhere, my coding angels were hard at work.
What do you think happened then?
Caught in the Support Loop?
A day later, I got an email. It asked me for: Server version. Software version. Platform (you know the drill). Wait, did they even read the description? If yes, then why the questions? If no, then why another day’s delay?
I had the answers saved (ha, told you about my years of experience!) and pasted them in. Two days, later, I received a list of with a list of ‘Articles that might help me', led by…LDAP!
Maybe I missed something. I read through the LDAP KB article, along with 4 others they sent me. It was clear they had no idea about the issue, my environment or the urgency of it. I responded once again, while parallelly spending another few hours trying to triage the issue for myself.
I waited almost a week for the support agent to get back to me. My users are pinging me constantly about the object recognition issue. I pass the ping forward on the ticket thread, bumping up the severity of the issue. Someone gets back, asking me for the logs. Without telling me where the logs were.
Vendor support shouldn’t be this hard.
I spent another fun few hours scouring through documentation to find the logs, which have decided to stay hidden in different places. And I send them off, with little hope.
A couple of days later, they get back saying the product team is aware of the issue and a patch is queued up for release soon.
I sit by the window, watching the sun go down as a steady sequence of angry pings echoes my woes. If only I had…
Merito Signature Support: Responsive, Proactive, Direct-access!
We created the Merito Signature Support (MSS) Program for moments like these.
Having lived through the same ticket and vendor support nightmares, we know exactly what you go through every time an issue pops up. And we know why vendor queues get slow, bots mis-route issues, and why you’re asked to fill in the same information again and again.
MSS has been designed to enhance and augment traditional vendor support with a structured set of service categories designed to meet customers at every stage of their operational maturity. Here’s why it works:
- We learn your environment to ensure context-aware troubleshooting focused to the specific needs of your environment, tools, platforms, versions and integrations.
- We escalate the right way, with the right people, giving you direct access to senior engineers. So you’re not lost or frustrated dealing with bots and automated responses.
- We filter out the noise so you don’t waste precious time reading articles, FAQs, copy-paste solutions or second-guessing.
- We advocate for you focusing on issue-resolution, so your team can focus on delivery and your project pipeline keeps moving.
Ready to win the Ticket battle?
Our 5-tiered Merito Signature Support (MSS) program provides your team with a distinct level of engagement, responsiveness and technical depth, so you can meet business challenges with clarity and confidence:
- Concierge Support Team (CST)
- Solution Support Team (SST)
- Named Support Engineer (NSE)
- Dedicated Support Engineer (DSE)
- Enterprise Support Manager (ESM)
Stop wasting precious hours on vendor support loops. Choose support that actually supports you!
Reach out to us today to get started on the right Merito Signature Support (MSS) program for you.
PS: Customers may also elect to purchase an optional US-based Support Add-On for an additional fee, wherein Merito assigns support personnel who are physically located in the United States as defined under applicable U.S. export control laws, including the ITAR and the EAR.
FAQs
1. How do I fix TestRail performance issues?
TestRail performance issues are usually caused by database bottlenecks, overloaded servers, outdated versions, or large test runs that aren’t archived. To improve performance:
- Optimize or scale the TestRail database (MySQL/MariaDB/PostgreSQL)
- Enable caching and increase server memory
- Clean up old runs, attachments, and history
- Update to the latest TestRail release
- Check API limits and integrations that may be overloading the instance
If performance is still slow, it typically requires environment-specific tuning. Merito’s support teams can help you manage that proactively.
2. Why is object recognition not working in UFT One?
UFT One object recognition failures usually happen due to mismatched add-ins, unsupported browser versions, dynamic properties, or missing patches.
Common fixes include:
- Launch UFT One with the correct add-ins selected
- Ensure browser patches and UFT One versions are compatible
- Enable the UFT extension in Chrome/Edge
- Use the Object Spy to confirm stable properties
- Update UFT One to the latest patch
If recognition still fails, it typically requires deeper environment analysis, especially for custom controls or hybrid apps.
3. How do I migrate from ALM to Software Delivery Manager?
Migrating from ALM to Software Delivery Manager involves:
- Mapping ALM entities (requirements, tests, runs, defects) to SDM equivalents
- Preparing the ALM data model and cleaning unused fields
- Running the SDM migration utilities or REST API scripts
- Validating relationships (traceability, attachments, history)
- Testing the new workflows and permissions
Because migrations vary widely across customers, most teams rely on a guided migration plan, which Merito provides as part of its SDM services.
4. How do I fix qTest API authentication issues?
qTest API auth issues often come from expired tokens, incorrect credentials, revoked API keys, or SSO/LDAP misconfigurations.
Try:
- Generating a new API key or token
- Checking user permissions for API access
- Verifying SSO/LDAP settings if using cloud auth
- Ensuring the request header format matches qTest requirements
- Confirming the correct domain (qTest Cloud vs. qTest On-Prem)
If the API still fails, it may require backend logs or support escalation.
5. How do I migrate test cases in qTest?
To migrate test cases in qTest:
- Export the test cases to CSV or Excel
- Format the file according to qTest’s import rules (fields, modules, IDs)
- Use the qTest Import tool or API to load them
- Recreate attachments, steps, and relationships
- Validate parent-child hierarchy and module structure
Large migrations or cross-system merges typically benefit from automated tooling, which a Merito expert can help you with.
6. How do I integrate Tosca with CI/CD?
To integrate Tosca with CI/CD pipelines:
- Use Tosca Continuous Integration APIs or Tosca REST services
- Configure Distributed Execution (DEX) agents
- Trigger test execution from Jenkins, Azure DevOps, Bamboo, or GitLab CI
- Store logs and TRX/HTML results in your pipeline artifacts
- Set up dashboards using Tosca Analytics or reporting tools
Most CI/CD setups require custom workflows depending on environment and toolchain, which Merito supports.
7. How do I set up Checkmarx with GitHub/GitLab
Integrating Checkmarx with GitHub/GitLab involves:
- Connecting Checkmarx to your repository via webhooks
- Configuring branch policies or PR/MR scanning rules
- Setting up access tokens for Checkmarx to pull source code
- Installing the Checkmarx CI plugin for GitHub Actions or GitLab CI
- Setting thresholds for blocking builds based on risk
Once configured, Checkmarx automatically scans commits, branches, and pull requests for vulnerabilities.
8. How do I resolve Black Duck security policy violations?
Black Duck policy violations happen when open-source components fail license or security rules.
To resolve them:
- Review the identified component in the Black Duck dashboard
- Upgrade or replace the vulnerable dependency
- Apply recommended patches or remediation guidance
- Adjust policy rules if they’re misaligned with your risk profile
- Re-scan the project to verify compliance
Complex policy conflicts typically need governance review. This is something Merito’s experts can assist you with!