MuleSoft Support Process For Known Issues

What is Known Issues?

Known Issues is Salesforce’s bug transparency site where we publicly share the status of our software defects. 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.

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.

How can I track Known Issues that impact me?

Clicking the Report button on a Known Issue automatically subscribes you to it. By default, you’ll receive status change email notifications for all Known Issues you’ve reported impact you. 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.

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 happens to the Support Case after a Known Issue is created?

• After Engineering logs a bug for the issue to deliver the fix, Support Engineer will go ahead and create a Known Issue Page
• The Known Issue ID and the link for public tracking is provided to the customer in the Support Case
• The case will be closed after an agreement with the customer.
• If a customer needs to follow up for a Known Issue or needs to expedite the fix, they can reach out to Account Executive/Customer Success Manager with the Known Issue link/Id.

For more details about Known Issues site : Refer About the Salesforce Known Issues Site