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How to Submit a Support Ticket on Experience League

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Administrator

21-07-2022

This blog is part of a Community Walkthrough series for old Workfront One Community members. Please see the directory below to navigate to other topics in this walkthrough guide:

Welcome to the Workfront Experience League Community
How to Navigate the Experience League Community
Logging into the Community for the first time as a new or existing Workfront Experience League Commu...
How to Access Workfront Experience League Events, Documentation, and Learning Pages
Submitting Ideas to the Workfront Innovation Lab on Experience League
Setting up your Email Digest in the Workfront Experience League Community
Logging into the Workfront Experience League Community after Username Registration
How to Redirect Old Workfront One Community URLs
Earn and Showcase your Accomplishments with Gamification
How to Submit a Support Ticket on Experience League

The process for submitting Workfront support tickets is now directly integrated with the Experience League support platform. This is a self-service portal that was recently redesigned to offer more personalization and ease-of-use for entitled customers. Check out this guide below for more information on how to access the Experience League Support portal and log a ticket.

 

Please note that submitting a Support ticket is only available to authorized support contacts. For your support queries, please continue to submit your support tickets to Workfront One until July 27th, 2022. Following this date, you can submit your support tickets via the Experience League Support portal as described below.

 

  1. To access the Support portal, visit the Experience League website and select the “Support” tab located at the top of the page. Alternatively, you can visit the direct link.

 

jon_chen_0-1658272109949.png

 

  1. From the support homepage, you can easily navigate to your open support cases, log a new case, view the top Support articles, or access additional learning sources.

jon_chen_1-1658272109958.png

 

  1. To submit a case, select the option “Open a support case.” You can also select the “Open case” option on the sidebar menu. You will be directed to the case creation page, where you can enter your product name (Audience Manager, Campaign, Target, etc.), case title, and case description. To expedite the troubleshooting process, please be as descriptive as possible when describing the issue you are facing.

    Towards the end of the form, please fill out the following fields to provide us with more specific information that will help us troubleshoot:

 

  • Case Priority (Low, Medium, High, Critical)
  • Case Product (DAM, Fusion, Goals, etc.)
  • Environment (Production, Preview, Sandbox, etc.)
  • Customer Region (Americas, EMEA, APAC)

    Lastly, be sure to upload any relevant files before you click submit.

 

jon_chen_2-1658272109971.png

 

  1. Once you click Submit, you will be redirected to the “My Cases” page, where you can view any and all cases that your organization has submitted. You can also navigate to this page by clicking the “My Cases” button on the sidebar menu. On this page, you’ll be able to view all your open and closed Support cases. Using the options at the top of the page, you can filter by case status (open or closed) or by Experience Cloud solution. You can also use the search bar to search for any keywords pertaining to your support issues.

jon_chen_3-1658272109985.png

 

  1. To view more details on a case, click on the case to access its case view. Within the case view you can view the latest comments with the assigned case owner and add any additional attachments or responses you’d like.

    You can escalate a case by selecting the “Escalate to management” option on the right-hand side of the page under Case Detail. You can also close the case out by selecting the adjacent “Close case” button.

 

 

Additional Notes

For our Support leadership team to address your escalations in the most efficient manner, please submit a case escalation only if it is severely impacting your organization, partners, or customers.

 

If you have any further questions on how to use the Experience League Support portal, please let us know in the comment section below, or reach out to our Support team directly.

If you are an Adobe Workfront Solution Partner, you can mail your support cases to spphelp@adobe.com

22 Comments

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Level 10

01-08-2022

What happens when I get this message?

"You are not a support entitled user within organization. Contact your System Admin for additional support. Learn more".

 

Turns out, I am the system admin. Sadly, after contacting myself, I still didn't have the answer. Please advise.

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Level 3

02-08-2022

What happens when I get this message?

"You are not a support entitled user within organization. Contact your System Admin for additional support. Learn more".

 

Turns out, I am the system admin. Sadly, after contacting myself, I still didn't have the answer. Please advise.

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Level 6

02-08-2022

And of course the first thing I needed to do this morning was submit two tickets lol (funny not funny).

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Level 2

02-08-2022

Hello,

Where in Workfront are sys admins able to grant permissions for other Workfront power users than the "primary" sys admin to enter support cases? It doesn't seem that everyone who had submitted requests to Workfront in the past were automatically provisioned to be able to continue doing so in Adobe Experience League during the switch-over from Workfront One.

Not sure if this is by design, or not. I'm seeing above that others are having the same issue. Please advise asap; we have previously authorized support contacts with both active support tickets open they need to be able to manage and new cases to open for our Production Adobe Workfront environment.

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Level 10

02-08-2022

In the top left corner of the support page is a dropdown with your company name. Try selecting that and choosing a different business entity. This worked for me as our parent company is listed first but my company is under that.

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Level 1

02-08-2022

Adding my voice to the chorus. I've also lost access to open tickets. (FYI I tried the recommendation to change the company and no go).

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Level 6

02-08-2022

I tried what @RandyRoberts Randy mentioned above, and for some reason I have 2 options in my dropdown, both are my company name, but one has '(Workfront)' next to it. I selected that Workfront option and was able to submit a ticket.

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Level 4

02-08-2022

@MadalynD  where did you find the dropdown? I am not seeing one on my support page.

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Level 6

02-08-2022

@BettinaSparks in the upper left of the Support page, under the top nav. There is a dropdown that shows your company name and for me at least, there was another option with my company name but with Workfront at the end, and after selecting that, I could see all my existing WF One tix and create a new one from the middle of the page.

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Level 6

02-08-2022

I have the same situation as @MadalynD. I have to always select the option with (Workfront) in it every time I go to the support page because it won't set it as a default. Is there a reason why there's two options when they have the same company name?

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Level 4

02-08-2022

@MadalynD okay thank you. I do not have that option and was afraid I was overlooking something. I have looked all over the page and there is no drop down anywhere. 

 

@jon_chen can you please advise what we should do in order to fix this issue with accessing support?

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Level 2

02-08-2022

HI - I am confirming that I see the second company name with Workfront. Since my tickets are open already I have asked my support contact if I can create a test ticket though to confirm it works for me.

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Level 4

02-08-2022

@RandyRoberts  thanks for the example! I do not have that option on my page. I emailed my sales rep and also the WFCommunitySupport@adobe.com email to see if I can get some help. 

BettinaSparks_0-1659456566024.png

 

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Level 4

02-08-2022

@JuliaPhelps and all that are having issues because you do not have a dropdown...you need to call support at 1-844-306-4357 so they can resolve the issue. There SHOULD be a dropdown and they have to do a screenshare with you to get some info from your ID to resolve it. They said it is widespread but seems to be random. 

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Administrator

02-08-2022

Hi everyone,

 

We are aware that there seems to be an entitlement issue for System Admins in our Experience League Support Portal. If you are unable to submit a support case or access your previously opened tickets, please call 1(844)306-4357. 

 

Please only email WFCommunitySupport@adobe.com for Community-related issues. If you email the referenced address with a support issue, you will just be asked to call the number above. Thank you and we appreciate your patience! 

 

@RandyRoberts @ShawnFl @BettinaSparks @KathleenKi @MadalynD @JuliaPhelps @JaredMauch @bsedlack @Patrick_Yarnell 

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-WE
Level 9

02-08-2022

Instead of using the Support link in the global nav bar, try using this direct link that was provided in the instructions:
https://experienceleague.adobe.com/?support-tab=home#support

 

From there, you should have a dropdown menu in the top left corner where you can change the setting to yourcompany (Workfront). Switching that setting will grant you Support access. 

 

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