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Tracy_Parmeter
Tracy_Parmeter
Level 3
May 18, 2026
Question

How is everyone notifying users when there is a known issue with Workfront?

  • May 18, 2026
  • 5 replies
  • 46 views

Wondering how everyone notifies their users when there is a known issue with Workfront. I know about the status page but recently we have had proof outages that have lasted half the day with no status update posted by Adobe. 

We have a technical support request queue and every time a Workfront issue occurs we get 50 different tickets entered saying the same thing. We created a FAQ section with the Request queue embedded, and we mark issues as Important Notices highlighted yellow so they can see there first that there is an active issue. However users are not looking and submitting the tickets anyway. It’s a huge chunk of time to respond to these tickets when we should be focusing on solving the issue or finding Workarounds. 

We don’t want to send out an announcement, because many people may not be effected and there is no reason to alert them. I’d love a way for them to get a popup that says something like “This issue has already been reported” or something like that. 

Has anyone found a good process to do this?

    5 replies

    ninoskuflic
    ninoskuflic
    Level 5
    May 18, 2026

    Hi Tracy, did you try sending the users a system wide notification through the announcements section? If you connect also Workfront to e.g. Slack or MS Teams, they should get a notification there as well. 🙂

    If this solved your issue, please mark it as solved so others can find the solution faster.
    S
    Adobe Support
    StutiTiAdobe Support
    Adobe Support
    May 19, 2026

    Hi ​@Tracy_Parmeter , as ​@ninoskuflic  mentioned, you can leverage the Announcement Center in Workfront. As an admin, this is one of the most commonly used options for communicating known issues. You can send announcements to all users or target specific groups/teams, and the message will appear as a notification in the Workfront bell icon.

    Most customers use this as a broad communication tool during outages or known issues, especially when there is a need to quickly inform users about ongoing problems.

    I’m also sharing the relevant documentation for your reference so you can explore it further.

      Tracy_Parmeter
      Tracy_ParmeterAuthor
      Level 3
      May 19, 2026

      We didn’t want to use the Announcement feature because we don’t want to alert users that are not experiencing the issue. I know I can filter who gets it but we don’t want to push any negative reporting out to users that had no idea of it as it puts a ‘bad light” on Workfront. These issues have been happening more frequently and I don’t want our users to lose confidence in the system. Ideally only those who are experiencing the issue and looking to submit a support ticket would see this information. 

      KIMBERLYREA
      Community Advisor and Adobe Champion
      KIMBERLYREACommunity Advisor and Adobe Champion
      Community Advisor and Adobe Champion
      May 19, 2026

      We use Viva Engage internally and I own a group there. I post out messages about known issues, upcoming maintenance windows and feature enhancements coming. That seems to help users. 

      If it’s something that’s system wide effecting the users, I use the announcement area to post out.  Proofing which is mainly used by certain teams, I use our Teams channels to push out to them.  

      I’m working on a refresh of Group Admins and will have a Teams Channel for them that I can push out to the group admins and they can see if it’s impacting their users to push out further. 

      Lyndsy-Denk
      Community Advisor
      Lyndsy-DenkCommunity Advisor
      Community Advisor
      May 22, 2026

      Similar to ​@KIMBERLYREA, I use Microsoft Teams and will post an announcement there. This allows me to thread in updates. Plus, I can ask people to give me an emoji if they’re also experiencing the issue, which helps count who is affected.

      skyehansen
      Community Advisor and Adobe Champion
      skyehansenCommunity Advisor and Adobe Champion
      May 24, 2026

      well… in this particular case, who do you want notified? Can you just set up a group for it? And then send it to the group? e.g. run a report of “all users who have an open approval from the past 30 days” (or something), add them to a group, and then send a notification to the group?

       

      in my case, I think a couple of years ago, I came to the realization that Workfront might not be the best place to put an issues queue topic. The reason for this is that there’s always going to be a small subset of issues -- i.e. “when workfront is down” -- that can’t be submitted. Makes more sense to me to plan to set up a system outside of workfront to capture all outage/misbehaviors -- and hopefully this system will be more able to handle “users did not read the bulletin board”

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