Known issues
To track the status of the active known issues, reference Active KIs. For the list of defect fixes that a release includes, reference the release notes.
::: A known issue (KI) is a defect in a production environment that is aware of and has identified to be potentially impactful to multiple customers. Fixes to known issues typically ship in either subsequent product releases or hotfix releases depending on the determined impact of the defect. You can track the statuses of known issues on this page or reference the Scientific Publications Cloud product release notes for the list of defects addressed in a release. :::
KI identification
The process for identifying a known issue is usually as follows:
-
A customer contacts support about an issue in a production environment.
-
The support team determines how severe the issue is and how many production customers the issue affects. If the issue impacts major user flows and multiple production customers, then the support team informs the product team.
-
The product team investigates the issue and determines if the defect is a bug in Scientific Publications Cloud product.
If the product team confirms that the defect is a bug that has a severe impact on multiple customers in production, then the product team will identify the defect as a known issue.
Note: will usually follow this process and criteria to determine whether or not a defect is a known issue. However, because every product and feature is different and defects arise from the specific contexts and use cases that a certain feature is used, may not always adhere to these standards when identifying a known issue.
KI documentation and prioritization
Once a defect has been classified as a known issue, will:
-
Document and publish the known issue on this help site.
-
Prioritize the fix for the known issue accordingly.
-
Update details about and the status of the known issue on this help site as progress is made, or not made, on the bug fix.
Documentation details
The documentation of each known issue contains the following information:
| Field | Description |
|---|---|
| KI-# | The number of the known issue. For example, KI-10. |
| Title | The short description or title of the known issue. |
| Created date | The date that the known issue was created. This is usually, but not always, the date that the known issue was first identified. |
| Updated date | The date that the known issue was updated, such as an update in the status of the known issue. |
| Status | The status of the known issue. For more information about possible known issue statuses, reference the Status options section below. |
| Related work item | The number of the work item that fixes the known issue. |
| Description | A detailed description of the known issue. |
| Affects version(s) | Scientific Publications Cloud product versions that the known issue affects or occurs in. |
| Impacted capabilities | The specific product features that the known issue affects or occurs in. |
| Steps to reproduce | The steps you can perform to reproduce the known issue. |
| Workaround | The steps you can perform to bypass the known issue, if applicable. |
| Fix version | The first product version that contains, or will contain, the fix for the known issue. All subsequent product versions should contain the fix as well. |
| Resolution notes | The description of the resolution, such as whether the known issue was resolved within Scientific Publications Cloud product or by Salesforce, and any actions you are required to perform before or after deploying the fix, if applicable. |
Status options
A known issue can have any one of the following statuses:
| Status | Description |
|---|---|
| Backlog | The known issue has been identified. The product team will gather any necessary information and prioritize the fix for the known issue accordingly. |
| In Progress | The known issue is currently being investigated by the product team. |
| Done | The known issue has been resolved by the product team, and the fix is available in the most recent release. For known issues with this status, the fix version should inform you which product version first contained the fix. If you have a version of Scientific Publications Cloud product that precedes the fix version, you may continue experiencing the defect until you upgrade to the fix version or any version higher than the fix version. |
| Working as Expected | The known issue is not a bug because Scientific Publications Cloud product is functioning as intended. However, we are listing it as a known issue because we have received many inquiries about it and would like to resolve any confusion. If you would like to submit product feedback to Mavens, please contact your customer support representative. |
| Canceled | The known issue is no longer being resolved. This may be because the defect is no longer occurring, the product team has identified technological blockers, or more, among other reasons. |
| Salesforce Dependency | The known issue is dependent on the Salesforce product. For a list of Salesforce's known issues, reference https://issues.salesforce.com/. |