New Workfront Troubleshooting Articles on Experience League

[TaylorPasley]

Hello Community! 

The Workfront Customer Support Team is happy to announce they are now creating customer-centric troubleshooting articles! These articles are geared toward how to resolve or avoid common issues within the product. New articles are being created each week, and weekly updates can be seen on the main Experience Cloud Release Notes page. 

The team wanted to shout out the articles they've already created and give everyone a quick list. Please check out the following articles and let us know what you think!

• Login Error - User Not Mapped SSO (Single Sign-On)
• Custom field not displaying on form
• Cannot add a new version to a proof
• Unable to edit custom fields
• Proofing Issue while uploading proofs, blue bar scrolling indefinitely
• Incorrect request error when configuring the Workfront for Jira add-on
• “Whoops” error when loading a list of tasks or projects
• Request queue becomes unpublished

And, of course, stay tuned for more! 

[skyehansen]

this is great. Not trying to be facetious but is there a way to put a banner on the questions section -- specifically when people go to click on "ask a question" the banner shows up on this page

https://experienceleaguecommunities.adobe.com/t5/forums/postpage/board-id/workfront-qanda

asking them if they have looked at the troubleshooting tips yet

Also these all really should be in a troubleshooting page! Kind of picturing something like this but troubleshooting-related (i.e. sections).

https://experienceleague.adobe.com/docs/

[TaylorPasley]

Hey Skye! Thank you for the input. We do have a troubleshooting section on Experience League; however, it also shows our "known issues". We're currently in the process of looking through our options for a troubleshooting-only page. 

I'll check on the potential for a banner too!

Thanks again! 

[skyehansen]

thank you! Your link took me to the search results and I really pictured more of a page like this one (but for troubleshooting): https://experienceleague.adobe.com/docs/workfront-known-issues/issues/overview.html?lang=en

Troubleshoot page should absolutely contain a link to the known issues page!

Would be lovely if the top tip on the troubleshooting page was the ability to recognize when to post a question in the forum (I don't know how to do something or don't know if it can be done) vs when to call in support (something stopped working, and I've cleared my cache and cookies and resetUser)... is this just an unattainable dream?? haha

[TaylorPasley]

Hey Skye. That's correct; the search results with a filter for the troubleshooting articles is currently our only page. This is why my team is looking for a new option. 

I personally don't know the technical possibility of a tooltip like that, but I'll pass the idea along to my team. I'm always a fan of anything we can do for more personalized results! 

[skyehansen]

sorry Taylor! I meant "top article" -- just one more article calling out the most common troubleshooting tip of all

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