About the Salesforce Known Issues Site

Overview

What is Known Issues?

Known Issues is Salesforce’s bug transparency site where we publicly share the status of our software defects. Known Issues is now part of Salesforce Help creating a single destination for support and guidance. Instead of contacting support, Known Issues helps you find relevant and up-to-date information about our technology bugs, including workarounds that may be available without having to log a support case. Unifying this experience puts all your help cases in one place so you can now seamlessly switch between orgs to manage all of your cases based on product.

Key Features of the Known Issues Site

Intelligent Search: New multi-select filters and keyword search enable you to quickly find Known Issues that may be relevant to you.
Known Issue Details: View easy-to-read Known Issue records, which include created dates and last updated dates driven by status.
Configurable Status Change Notifications: Within your Trailblazer profile, choose the relevant status change emails to stay looped in on pertinent updates.
Enhanced Tracking: Leverage the new My Known Issues search filter to keep tabs on Known Issues you’ve reported impact you or your business.

Related to Salesforce Known Issues is Salesforce Trust, which highlights outages and issues with our servers. If you’re experiencing service-level issues with your Salesforce technology, please check out the Trust website.

Website Information

How are Known Issues created?

If you’re having trouble with your Salesforce technology and can’t find an existing Known Issue, contact support. From there, support will investigate the problem and work with our product teams to determine if it’s a bug that may impact multiple customers and post it publicly on the Known Issues site.

What do Known Issue statuses mean?

Salesforce product teams convey any progress made towards resolving or, in some cases, not resolving a given Known Issue through statuses, which are defined below:

In Review: Product teams are gathering information to shape next steps. This is the default status for all new Known Issues.
Solution in Progress: Product teams are actively working to resolve the issue.
Solution Scheduled: Product teams have implemented a solution to the issue and scheduled it for an upcoming release.
Solution Deploying: A solution to the issue has been released on some instances (i.e., sandbox instances first, then production instances).
Solution Deployed: A solution to the issue has been released on all instances (i.e., both sandbox and production instances have the solution).
Working as Expected: Product teams don’t plan to resolve the issue because documentation indicates that it isn’t a bug. If you’d like Salesforce to still consider working on this piece of work, please post an idea on the IdeaExchange.
Closed: Product teams are no longer actively working to resolve the issue. This is typically due to a low level of customer impact, competing priorities, or technological blockers.

What should I do if a Known Issue impacts me or my business?

When a Known Issue impacts you or your business, click the Report button. These reports are collected on an individual level and help Salesforce product teams prioritize which bugs they work on first. You may click the Report button on as many Known Issues as you want, but you can only log one report per Known Issue.

How can I track Known Issues that impact me?

Clicking the Report button on a Known Issue automatically subscribes you to it.
You can control these preferences in your Trailblazer profile. If you want to review the Known Issues you’re tracking on your own time, use the My Known Issues search page filter.

How can I control my email notifications?

If you’d like to reduce the number of Known Issues notifications you receive, you can:

Remove your Report selection from specific Known Issues, or
Configure your email preferences on the settings tab of your Trailblazer profile*

*Within your Trailblazer profile, you can choose which notifications (sent from noreply-knownissues@salesforce.com) you’d like to receive.
Use the Checkbox to decide when you want to be notified via email. To mute all status change email notifications, disable every Checkbox.

What do the instances mean?

At Salesforce, our releases are staggered, meaning that we don’t deploy code changes to every environment at once. During the first four to six weeks of a major release, we push changes to sandbox instances first, to allow you to test, and then deploy to production. Learn more about the Salesforce release processes in the Prepare for Salesforce Releases Trail.

We display instances for all Known Issues in the Solution Deploying status to let you know where the solution for that particular Known Issue has been deployed. That way you can test out the solution in your sandbox environment before it is applied to production.

When will Salesforce resolve a Known Issue that impacts me?

We wish our product teams could resolve every Known Issue. However, Salesforce product managers have to balance resolving our software bugs with delivering new innovative experiences for you.

Multiple factors influence the speed at which Salesforce product teams resolve Known Issues, such as priority, report count, technical complexity, and release schedules. Time to resolution varies between each Known Issue and product team.

Help & Troubleshooting

What can I do if I need help with the Known Issues site?

There are few ways you can get the answers you need regarding Known Issues:

Go through standard support channels. This should be your first stop for any troubleshooting or inquiries.
If you’re having trouble logging in with your Trailblazer account, check out this article.
Connect with the Known Issues team through the Known Issues group on the Trailblazer Community.

Who do I contact if I have more information about Known Issues that may help Salesforce?

We’re so grateful for our Salesforce community’s drive to make Salesforce better for everyone. If you have additional information about a Known Issue that would be helpful to Salesforce and the broader community, please contact support.