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This section is required for this template. All symptoms of the issue, including relevant screenshots and log lines, should be included here. The symptoms should be as descriptive as possible.
This section is required for this template. When writing a cause for a particular article, ensure the following is taken into consideration:
For any enhancements/defects, use one of the following as applicable:
When logging a product defect, ensure you use the known issues tag as well as the open issues or fixed issues tag, depending if the issue is fixed or not.
If no cause is known and this is not something Engineering can reproduce/needs to know about, then say “The root cause of this issue is currently unknown.” If you use that as your cause, then a valid action must be present.
This section is required for this template and contains the steps to resolve the issue. If an issue in an article is solved by a hotfix and/or major version of Appian, use the following language to indicate that:
If there is a product issue with Engineering that is open and a workaround for that issue exists, include it in the Action section until the fix is available. After the fix is made available, use that as a workaround instead.
Otherwise, the content in this section should wholly solve a customer’s issue without producing any undesirable side effects. If there is at least one valid action that doesn’t cause undesirable side effects, all other actions with negative side effects should go in the Workaround section.
If there is no action or workaround that resolves the issue, use the following language:
This section is optional and should only be used as an alternative action if there is a massive technical debt associated with performing the action in the above section for customers (such as upgrading). It can also be used if there is a solution to the issue in the article but is more inconvenient to implement or it causes other undesirable behavior and wouldn’t warrant being an action.
This article applies to all versions of Appian.
Last Reviewed: July 2020
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