DocumentationWorkfrontWorkfront Guide

Create issues

Last update: Thu Jan 18 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • User

While working on a project, you might discover that unexpected events arise. You can log those unexpected events as issues for a particular project or of a task. Users with the appropriate access can view and monitor the status of issues as the project or the task progresses to completion, eliminating the need for lengthy email chains or status meetings. Unlike tasks, which are planned events, issues represent unplanned work items in Adobe Workfront.

You can also add issues to projects as requests. For information, see Create and submit Adobe Workfront requests.

TIP
Issues and requests are used interchangeably in Workfront. You can record issues on both projects and tasks to indicate unforeseen work that needs to be addressed. You can also submit requests which are recorded as issues on a project designated as a Request Queue.

Access requirements

You must have the following access to perform the steps in this article:

Adobe Workfront plan*
Any
Adobe Workfront license*

Review or higher to add issues to a project or task

Request or higher to add issues as requests, using a Request Queue.

Access level configurations*

Edit access to Issues

View or higher access to Projects and Tasks

Note: If you still don't have access, ask your Workfront administrator if they set additional restrictions in your access level. For information about access to issues in your Access Level, see Grant access to issues. For information on how a Workfront administrator can change your access level, see Create or modify custom access levels.

Object permissions

Contribute or higher permissions with ability to Add Issues to the task or project where you create the issue

For information about granting permissions to issues, see Share an issue

For information on requesting additional permissions, see Request access to objects.

*To find out what plan, license type, or access you have, contact your Workfront administrator.

Limitations in creating issues

When you have the correct access and permissions you can create issues on a project or task. However, the following are cases when you might not be able to create issues:

  • Your Workfront administrator or a group administrator must enable adding issues to a project that is in a Complete or Dead status in your Project Preferences area. For information about setting project preferences, see Configure system-wide project preferences.
  • You cannot add issues to a project that is in Pending Approval.

Prepare the New Issue form

Your organization should have a well-defined process in place for when and how to record an issue. When you configure this process, the first step is to create the form necessary for submitting an issue. Whether you will allow for issues to be added to tasks and projects directly, or if you have request queues where issues are submitted, you can define what Workfront fields as well as what custom fields are available for users when they submit new issues and must be completed. The New Issue form can contain important information that will be helpful in resolving the issue quickly.

The fields for the new issues on a project are defined in the Queue Details section of the project where the issues will be logged. For information about configuring the Queue Details section of the project, see Create a Request Queue.

For information about creating issues by submitting them to a request queue, see the Create issues by entering a new request section in this article.

Create issues on a task or project using the New Issue button

After you have defined the fields of a new issue form on your project, you can start creating issues.

To create an issue on a task or a project:

  1. Go to a project where you want to create the issue.

  2. (Optional) If you want to log the issue for a task, go to the Tasks area, then click the name of a task.

  3. Click the Issues section.

    The list of project issues displays

  4. Click New Issue at the top of the issue list.
    The New issue box displays.

  5. (Conditional) If the project creator created Queue Topics or Topic Groups on the project they are added to the new issue form. Specify the Topic Group or the Queue Topic of your new issue. Topic Groups and Queue Topics have names customized to your environment.
    For more information about creating Topic Groups, see Create Topic Groups. For more information about creating Queue Topics, see Create Queue Topics.

    • If there is only one Queue Topic set on the project, it is displayed automatically.
    • If the Topic Group does not have any Queue Topics or Topic Groups under it, nothing is available in the Topic Group drop-down.

  6. Add the issue name in the Subject field, then add a Description.

  7. (Conditional) If the project creator allowed for the Request Type field to display on the New Issue form, select the type of your issue from the following options:

    • Bug Report
    • Change Order
    • Issue
    • Request
      Depending on how your Workfront administrator has configured your Project Preferences, the names of the issue types might be different for you.
    note tip
    TIP
    The Request Types must be enabled in the Queue Details and as well as when creating the Queue Topic to display as a selection in the New Issue form. For information, see the following articles:

  8. Continue specifying the fields available in the New issue form. For more information about the fields available as you enter a new issue, see Edit issues.

    note important
    IMPORTANT
    Not all the issue-related fields are available in the New issue form. The project creator enables the fields available when creating an issue when they define the Queue Details area of the project. For more information, see Create a Requests Queue.

  9. (Conditional) If the Queue Topics are associated with a custom form, that custom form will display in the New issue form.
    Or
    If the project is associated with an issue custom form through the Queue Details area, the form displays in the New issue form, after the default Workfront fields.

    For information, see Create a Request Queue.

  10. Click Submit.

    Issues can be assigned to multiple users, job roles or to a team. For more information about assigning and managing requests, see Manage work and team requests.

Create issues on a task or project inline

IMPORTANT
The project owner must enable Allow users to add issues inline when defining issue settings for the project before you can add issues inline to the project or tasks. For information about configuring issue settings on a project, see Edit projects.

When you want to add several issues quickly, you can create issues for a task or a project inline, by adding them to a list of issues.

NOTE
When you add issues inline, Workfront does not apply the New Issue form to the new issues. We don’t recommend adding issues inline if you want users to provide certain information when entering issues. This can have a negative impact on issue reporting and later on the ability of the user assigned to the issue to have all the information necessary to resolve the issue.

To create issues inline:

  1. Go to a project where you want to create the issue.

  2. (Optional) If you want to log the issue for a task, go to the Tasks section, then click the name of a task.

  3. Click the Issues section in the left panel.

  4. Click Add More Issues at the bottom of the issue list.

    A new line is created in the list of issues on the Issues section.

    note tip
    TIP
    This option is dimmed if the Allow users to add issues inline setting is deselected in the Edit Project box. For information, see Edit projects.

  5. Start typing the name of the issue in the Name field, then continue adding more information about the issue inline.

    note tip
    TIP
    The fields that are available to edit inline are made available by the view you apply to your issue list. You might not be able to inline edit the following type of fields:
    • Fields that belong to another object
    • Fields that you don’t have access to edit
    • Fields that are calculations and which are automatically updated by Workfront

  6. Click Enter to finish inline editing, and add the issue to the project or task.

Create issues by entering a new request create-issues-by-entering-a-new-request

You can designate projects to be receptacles for receiving issues. These type of projects are called Request Queues in Workfront. You can access Request Queues through your Requests area in the Main Menu.

TIP
The terms “issue” and “request” are interchangeable in Workfront.

For more information about how to set up projects as Request Queues to receive issues, see Create a Request Queue. For information about submitting requests, see Create and submit Adobe Workfront requests.

recommendation-more-help
5f00cc6b-2202-40d6-bcd0-3ee0c2316b43