Welcome to the Known Issues FAQ! Whether you're a veteran to the Community or just joined us for the first time, take a minute to learn about Known Issues and how they can help you.
What is the Known Issues page?
The Known Issues community page hosts the top customer-impacting bugs for all Instructure products. It acts as a status board, ensuring that users and administrators are aware of documented system behaviors without needing to file redundant support tickets. Known issues are flagged by members of advanced support and product teams. Users can view open and closed issues from the community page.
What criteria is used to determine if a ticket is a known issue?
Not every bug report is classified as a known issue. To maintain a high-quality, actionable database, the Instructure Support and Product teams follow a specific vetting process to determine which defects warrant public tracking.
A technical issue is generally elevated to Open status when it meets the following benchmarks:
- Widespread Impact: The bug has been reported through multiple independent support cases, indicating it is not an isolated incident or a user-specific configuration error.
- Consistent Behavior: The defect must be reproducible. Support teams look for a pattern of behavior that remains the same across different user accounts, browsers, or environments.
- High Visibility: The issue typically affects a core workflow or a significant number of users within the Instructure ecosystem.
Even if a bug meets the initial criteria of being widespread and reproducible, it does not automatically appear on the list. The final decision rests with the Advanced Support and Product Teams, who weigh several other considerations, such as:
- Security & Privacy: If publishing details of a bug could pose a security risk, it may be omitted until a patch is ready.
- Resolution Timeline: If a fix is already being deployed within a very short window, the team may choose not to list it to avoid administrative overhead.
- Complexity: Some issues may be tied to third-party integrations or specific edge cases that require further internal investigation before they can be accurately described to the public.
What are the Known Issues status’?
To help you track the progress of a bug from discovery to resolution, every report is assigned a specific status. These statuses provide transparency into where teams are in their workflow.
Open:
- Engineers are currently investigating the issue.
- Engineers are currently working on the issue.
- Engineers are currently testing the issue.
Closed:
- This behavior has been resolved and deployed to the production environment as of mm/dd/yy.
- The case was unable to be reproduced.
- This behavior has been declined as it must be resolved by a third-party vendor.
Note: For issues that were declined, check the known issue for additional information.
How frequently is the Known Issues list updated and how can I be notified of changes?
The Known Issues list is updated dynamically:
- Submission Criteria: New entries are added as soon as they are identified and verified by the Advanced Support or Product Teams.
- Accuracy: This dynamic approach ensures that when a significant bug is confirmed, it is documented for public visibility without waiting for a scheduled update cycle.
Since updates happen fluidly, you can use the following methods to receive alerts rather than checking the page manually:
- Follow the Main Page: By selecting the Follow button on the primary Known Issues landing page, you will receive notifications whenever a new issue is added to the overall list. This is ideal for maintaining broad situational awareness.
- Bookmark Individual Issues: If a specific bug is impacting your workflow, you can Bookmark that individual entry. This subscribes you to updates specifically for that issue, notifying you when the status changes (e.g., moving from "Open" to "Closed") or when a workaround is posted.
How do I sort or filter the current list?
The Known Issues dashboard is divided into three primary views to help you isolate specific types of records:
- Open Tab: Displays only active, unresolved issues currently being investigated or waiting to be reviewed.
- Closed Tab: Shows a historical log of resolved, unable to be reproduced, or declined issues.
- All Tab: Provides a comprehensive master list containing every issue, regardless of its current status.
Known issues can be filtered to focus on specific products of interest by using Product Tags. This allows for a more targeted view:
- Select Desired Tags: Choose one or multiple tags corresponding to the products you are interested in.
- Dynamic Results: Once a tag is selected, the list automatically updates to display only the issues associated with those specific products.
- Combined Filters: You can apply these tags within any status tab (Open, Closed, or All) to further isolate relevant data.