Updating a Known Issue Status

Update a Known Issue's status to let customers know how close you are to fixing the problem. When you update the status, you can notify followers that are experiencing the issue.  

To update a Known Issue status:

  1. Go to the article's Content Editor. 
  2. Click Known Issue at the top. 
  1. Click the Known Issue status drop-down and select a status:
    • Looking into it: Let customers know you're investigating the problem. 
    • Working on it: Let customers know you're working on fixing the problem. 
    • Resolved: Let customers know the issue has been resolved. 
    • Third-party bug: Let customers know the problem is due to third-party bug that's beyond your company's control. 
  2. Click Update.   
  3. (Optional) Click the Notify followers checkbox to automatically send notifications to followers. 
Important:
We recommend leaving Notify followers unchecked if you're also updating the article's content. You can notify followers later when you publish to make sure they view the new content instead of the old. 
  1. Choose an update option:
    • English Only: Update the article's status only in the English version of the article.
      Note: "English" is replaced by your account's primary language if it's different. 
    • All Languages: Update the article's status in every language version of the article. 
  2. Edit your content to reflect the Known Issue's new status. 
  3. Click Save at the top right.
  4. When you're ready, click the Save drop-down and select Publish. 
  1. (Optional) Select publishing options: 
    • Notify followers: Send an automatic notification to followers of the article. Learn More
    • Update URL: Update the live article's URL (if you've changed the title of the article).
      Note: The old article URL will redirect to the new URL. 
  2. Click Publish Article. 
Tip:
Learn how to customize the email template sent when you notify followers. 

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