Issues with Support functionality | Community
Skip to main content
S
SaraTo1
Level 2
January 28, 2021
Solved

Issues with Support functionality

  • January 28, 2021
  • 10 replies
  • 2063 views

Hi Workfront or others, I noticed some issues with the Support page- when I am entering in a Support Case ticket, the right hand side box is searching for Workfront articles/results based on the text I am entering in my support ticket- but its causing long delays in my ability to type as the box keeps loading and searching on basically every word, it's pretty frustrating! Not sure if it's just me, I have never had issues before when submitting support tickets with the freeze/delay in ability to type.

    This post is no longer active and is closed to new replies. Need help? Start a new post to ask your question.
    Best answer by Littler

    Sara and everyone else,

    Thank you so much for your feedback around this. In the interest of usability, we have temporarily disabled this component on the page as we work to address the underlying problem.

    10 replies

    kynabaker16
    Adobe Employee
    kynabaker16Adobe Employee
    Adobe Employee
    January 28, 2021

    Hi Sara,

    Thank you for sharing. We will take a look at this right away and see what we can do to get it fixed.

    Kyna

    K
    KevinQu1
    Level 10
    January 29, 2021

    I've had an open ticket on this one since 8/14/20:

    00217775

    Heather_Kulbacki
    Community Advisor
    Heather_KulbackiCommunity Advisor
    Community Advisor
    January 29, 2021

    I've experienced this also. Glad to know it's not just me.

    G
    glenncat
    Level 2
    January 31, 2021

    I've had this issue as well. I've temporarily started typing up my message in another app (Word for example) and pasting it into the Support text box to avoid the delays/freezes.

    S
    SaraTo1Author
    Level 2
    February 1, 2021

    ahh Cathleen thank you for saying this, your workaround has saved me some time😊

      L
      LeighHa
      Level 4
      February 1, 2021

      Thank you for mentioning this! I was getting aggravated with that last week when I was submitting a ticket.

      L
      Adobe Employee
      LittlerAdobe EmployeeAccepted solution
      Adobe Employee
      February 1, 2021

      Sara and everyone else,

      Thank you so much for your feedback around this. In the interest of usability, we have temporarily disabled this component on the page as we work to address the underlying problem.

        S
        Community Advisor
        Sheri_WhittenCommunity Advisor
        Community Advisor
        February 8, 2021

        Glad to hear I wasn't the only one! I had opened a support case (00234249) last November to share my frustrations, but resigned myself to typing my case text in Notepad, then pasting into the case form.

        L
        Adobe Employee
        LittlerAdobe Employee
        Adobe Employee
        February 24, 2021

        Hey Everyone, After making some changes to how this component behaves we have re-enabled it on the support page. Now the component will wait until you are done typing before trying to find helpful resources. In the past it would try to search after every word which had the potential to cause problems. I hope that this will aid you in finding the resources that you need without having to always create a support case.

        Doug_Den_Hoed_AtAppStore
        Community Advisor
        Doug_Den_Hoed_AtAppStoreCommunity Advisor
        Community Advisor
        February 24, 2021

        Ahhhh...thanks Brad. That sounds like an excellent improvement!

        I suggest you consider doing something similar on the main search control within one.workfront.com, too: it seems to be "instantly" trying to search for matches with every character as I type, which is both premature and inefficient, especially when searching on a mobile device (which, when I've done so, is often effectively unusable).

        Regards,

        Doug

        C
        CathyGl
        Level 3
        March 2, 2021

        Thanks @Brad Littler‚. I submitted a ticket a few days ago and it was a much better experience with the 'search on every word as they're typing' feature turned off.

        Terms & ConditionsAccessibility statement

        Loading footer...