Technology

Did you attend Workfront’s Leap Virtual Conference this year?

LeapPoint participated and sponsored the Workfront Experience Zone this past month and our thought leaders presented in two different breakout sessions. While we missed seeing all our clients in person and hosting our annual event, we were grateful to engage with so many of you in our sessions, discussion forums, and in our virtual booth.

Whether you already attended the Leap virtual experience or missed our speakers, we have provided links to our breakout sessions for your viewing.

Here’s what you missed:

Enabling the CMO with J. Alan Goddard, Senior Director | LeapPoint

CMOs today face incredible pressure to deliver marketing outcomes while simultaneously working with broken processes that don’t scale. The solution isn’t necessarily to buy more technology but to maximize what they already have and translate it into business effectiveness. Join two of LeapPoint’s MarTech and Connected Works leaders as they walk through a connected ecosystem that streamlines processes and delivers sales and marketing outcomes by connecting Workfront, Allocadia, Adobe, Seismic, Percolate, and G6.

WATCH HERE

 

User Adoption Cheat Code with Erin Furrow, Director of Digital Learning | JumpSeat
This course will share how thousands of Workfront users are leveraging JumpSeat for in-application training. Enable your users with step-by-step instructions that guide them on how to perform their work right inside of Workfront. JumpSeat also helps with adapting to changes, including those in the new Workfront experience. All attendees will receive a free 90-day trial version to pilot a guide with your user base.

WATCH HERE

 

LeapPoint helps you harness the full power of your Workfront Investment.

Interested in learning more about LeapPoint? Visit our Workfront Partnership page or connect with our team to schedule your one-on-one Zoom meeting with our Strategic Solutions Manager, Rodney Still at calendly.com/rodneystill.

How do you plan to prepare for the New Workfront Experience?

Enter JumpSeat – a digital adoption platform that provides efficient, effective, and permanent fix for one of the biggest challenge areas of technology implementation. It supplies users with customized, role-based learning experiences that adapt to their needs to drive learning, understanding, and adoptions. Delivering Real-time Training, In-App Experience, and Persona-Based & Customized Learning Paths. Leverage over 30+ prebuilt New Experience guides or build your own!

If you are interested in a demo sign up here.

In the previous blog, “Create Reports Like a Pro! Advanced Views Part II”, we did not have a chance to mention the differences between the Task and Assignment report syntax. If you review the Task object within the API Explorer, you will notice that an Assignment is both a referenced and collected object to the Task object. If you create an Assignment report and you need to reference the task object in your text mode, you need to first specify the task object and then the field.

For example, in the code below, when I reference the plannedCompletionDate, I preface the field with {task}. This tells Workfront that I am calling the Task object’s planned completion date value. Therefore, whenever you create an object report that references a connecting object, add the object enclosed by curly brackets first, followed by a period, and then the referenced object’s field enclosed by curly brackets.

The “My Tasks Due This Week Report” will impress all of your work license users now that you’ve leveraged advanced Views and Groupings. The benefits of adding advanced Groupings to reports and object lists are:

  • Group data in ways that are not native in the standard user interface.
    • The grouping uses an advanced valueexpression to categorize each task rather than leveraging a task field.
  • Control how the grouping displays to your users.
    • The grouping categorizes each task as either LATE, ON TIME, UPCOMING depending on the day of the week and the task’s planned completion date
  • Enhance the user experience by creating dynamic advanced groupings
    • The advanced grouping updates day by day and recategorizes each task using an advanced calculation

Before I share the Task and Assignment text mode code, it is important to note that you cannot create a chart using advanced Groupings or Views. Charts must use either native object fields or custom fields.

The text mode code for both Task and Assignment reports is found below:

Task Report Advanced Grouping Text Mode:

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textmode=true
group.0.valueexpression=IF(DAYOFWEEK({plannedCompletionDate})
<DAYOFWEEK(DATE($$TODAY)),”LATE”,IF(DAYOFWEEK({plannedCompletionDate})=DAYOFWEEK(DATE($$TODAY)),”ON
TIME”,IF(DAYOFWEEK({plannedCompletionDate})>DAYOFWEEK(DATE($$TODAY)),”UPCOMING”,”N/A”)))
{plannedCompletionDate})>DAYOFWEEK(DATE($$TODAY)),”UPCOMING”,”N/A”)))
group.0.valueformat=HTML

Assignment Report Advanced Grouping Text Mode:

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group.0.valueexpression=IF(DAYOFWEEK({task}.{plannedCompletionDate})
<DAYOFWEEK(DATE($$TODAY)),”LATE”,IF(DAYOFWEEK({task}.
{plannedCompletionDate})=DAYOFWEEK(DATE($$TODAY)),”ON
TIME”,IF(DAYOFWEEK({task}.
{plannedCompletionDate})>DAYOFWEEK(DATE($$TODAY)),”UPCOMING”,”N/A”)))
group.0.valueformat=HTML
textmode=true

 

Stay tuned for the next blog in our series as we are going to discuss advanced filters!

Now it’s time to create our Task report. When creating a new report, it is always best practice to create a name and write a description for the report. The name should be descriptive enough to alert the user what the report is and the description should explain what the report shows.

Report Name: My Tasks Due this Week

Report Description: The My Tasks Due this Week report displays tasks that I am assigned to and have a planned completion date in the current week.

 

Instructions:

  1. Navigate to the Reporting area, select “New Report”, and choose the Task report.
  2. Navigate to the “Report Settings” dropdown and add the Report Title and Description. Select Done, when complete.
  3. Add the following columns: Project Name, Task Name, Status, Assignments, Planned Start Date, Planned Completion Date, Planned Hours, Actual Hours.
  4. Select “Add Column” and drag the new column between Planned Completion Date and Planned Hours,
  5. Confirm the new Column is highlighted blue then select Switch to Text Mode (upper right corner).
  6. Set the displayname to “Days Remaining”.
  7. Create a new line and type: textmode=true
    • This action alerts Workfront that we are using custom text mode rather than using standard fields.
  8. Create a new line for the valueexpression, which will leverage three functions: ROUND, DATEDIFF, and DATE
    • Remember to reference the API Explorer for the camel case values for object fields.
    • Set the valueexpression to: valueexpression=ROUND(DATEDIFF({plannedCompletionDate},DATE($$TODAY)),2)
    • DATE($$TODAY): calculates the date within the parenthesis and we used the $$TODAY wildcard to calculate today’s date.
    • DATEDIFF: calculates the number of days between two dates and we used the Planned Completion Date (camel case form) and DATE($$TODAY) dates.
    • IMPORTANT: Don’t forget to enclose your Workfront field between curly brackets: {plannedCompletionDate}
    • ROUND: rounds the value to the number of decimal places identified, which is 2 in our example.
  9. Create a new line for the valueformat.
    • Set the valueformat to: valueformat=doubleAsDouble
    • The valueformat formats the value of the valueexpression in the report when displayed.
  10. Select “Save”.
  11. Select “Add Column” and confirm that the column displays after the Actual Hours column.
  12. Confirm the new Column is highlighted blue then select Switch to Text Mode (upper right corner).
  13. Set the displayname to “Hours Remaining”.
  14. Create a new line and type: textmode=true
  15. Create a new line for the valueexpression, which will leverage three functions: ROUND, DIV, and SUB.
    • Set the valueexpression to: valueexpression= valueexpression=ROUND(DIV(SUB({workRequired},{actualWorkRequired}),60))
    • SUB({workRequired},{actualWorkRequired): calculates the difference between two fields and we used workRequired (planned hours) and actualWorkRequired (actual hours).
    • DIV: divides two numbers and we used SUB({workRequired},{actualWorkRequired}) and 60; We need to divide by 60 because Workfront uses seconds rather than minutes within the SUB function.
    • ROUND: rounds the value to the number of decimal places identified, which is 2 in our example.
  16. Create a new line for the valueformat.
    • Set the valueformat to: valueformat=doubleAsDouble
  17. Select “Save”.

 

After you have added both custom columns, select “Save + Close”. The report should look similar to the following:

 

In Part III, I will share the text mode code for a Task report and an Assignment report and introduce the series of blogs in the Create Reports Like a Pro series.

 

You are officially on your way to becoming a great Workfront Administrator! You know how to troubleshoot, create a feedback queue, and you have just learned how to read and use Workfront’s API Explorer. Now, let us focus on creating reports and dashboards that are effective and prompt our users to take action.

Every report shares four common areas: Views (Columns), Groupings, Filters, and Charts. We will cover Groupings, Filters, and Charts in later blogs but for now, we are going to focus on creating Advanced Views within a report.

A View on a report displays native and custom data for a given object (the object of a report). Let’s recall the lessons learned from the API Explorer blog. For a given object, you can leverage standard and custom object data, referenced object data, and object collections. Now, let’s create a report to help workers view key performance indicators for tasks they are assigned to.

 

Challenge:

Our work license users want to see how many days are left until the task is late and they want to see how many hours they have left on their tasks.

 

Solution:

Your initial reaction may be to create a Task report. A Task report will work if your organization assigns a single user to a Task. If your organization assigns multiple users to a Task, you will want to create an Assignment report. Don’t worry, the text mode code will be available for both Task and Assignment reports in Part III.

In our example, we will create a Task report with two custom text-mode columns. Days Remaining, and Hours Remaining. Both custom text mode fields are not available through the standard interface.

To create both columns, you need to know the different components of the text mode code we will develop. We will leverage the following functions:

  • displayname
  • valueexpression
  • valueformat
  • textmode

 

The displayname function will display the label name for the column. The valueexpression function enables users to develop formulas for advanced calculations to display data otherwise not available in the standard user interface. The valueformat function allows users to display the data in a variety of formats on a report. Lastly, the textmode function is used to identify the column as custom rather standard.

 

In Part II, we will create the custom text mode code to create both columns: Days Remaining, and Hours Remaining.

 

With nearly half of our clients running an enterprise in-house marketing agency, we get to work with a lot of strategic marketing leaders. While no martech stack or processes look identical, I often hear these three questions: 

  • How can we accelerate marketing and sales?
  • How can we see what content is working best? 
  • What’s the best way to prove marketing value to sales?

 

In this three-part blog series, I’ll address each one of these topics. 

How can we accelerate marketing and sales in a new remote work environment? 

In these Covid-19 times, my clients are seeing even more pressure to accelerate marketing content production while strongly contributing to sales. Finding ways to leverage strategic technology is often the answer. Many of our clients are relying on Seismic, an industry-leading marketing and sales enablement platform, because of these key enabling factors: 

  1. One place for approved, curated content
  2. Recommended content based on audience and popularity
  3. Ability to quickly and easily personalize with variable content
  4. Content tied to CRM shows marketing influence on sales
  5. Metrics on content shows what is being used, what works and what no one ever used, enabling companies to reallocate or reduce marketing spend

 

Financial Services Use Case: 

One large financial services company is enabling their sales team to request digital sales materials, personalize them, and then send using Seismic to track engagement. By leveraging Seismic, the sales team can view content activity across sales stages and how it is impacting deals. It provides visibility into how this content in each deal stage performs by creator, user, documents, group, and even close date. 

What is the benefit of this process? 

  • Both sellers and marketers can see what content is performing best throughout different phases of a sales cycle and then adjust and swap content accordingly. 
  • Delivering the right message at the right time is critical within the sales process to create buyer confidence and to drive relevant conversations. 
  • Being able to access a platform that recommends content automatically based on audience helps drive a smoother sales cycle and keeps buyers engaged the entire time. 

 

Even better – sellers can use this content confidently knowing that it is pre-approved with the latest marketing messaging. They never have to skip a beat or waste their time finding the appropriate content for their sales opportunities ever again. 

In our next blog – we’ll bring to light how to tell what content is working best and where to find it.  

To learn more about how to leverage the LeapPoint & Seismic partnership, click here.

            Now that you are troubleshooting Workfront like a pro, it is time to sharpen your reporting skills. How many times have users asked to create advanced reports that show the number of hours remaining on a task and project or the number of days a task was late? When I was a Workfront System Administrator, my users constantly requested reports that automatically generated the KPIs above. But before we begin creating advanced reports, let’s learn about Workfront’s database structure and how to use the Workfront API Explorer.        

Every Workfront System Administrator should become familiar with the API Explorer. The API Explorer will teach you how different objects are linked together, the reporting limitations within each object in Workfront, and it will eventually prepare you to create amazing reports and integrations!

         First, you can find Workfront’s API by visiting Workfront’s Help site and searching for API Explorer (or by clicking here). The API Explorer is a large table that allows System Administrators to expand each object to see the different fields and components of the object. The API Explorer is broken down into the following parts: The Filter box, Object List, and API Version dropdown.

 

 

The API Version dropdown allows System Administrators to select different versions of Workfront’s API. I recommend selecting the most recent API version for a complete list of fields, references, collections, and actions per object. You don’t need to focus on reviewing different versions because Workfront’s production site will always leverage the most recent API version, which is what you need for advanced reporting.

The Filter (or search bar), allows you to quickly find the object you want to review. If you type “Project” in the Filter bar, the API Explorer will show a list of objects with Project in the name. The Filter bar is a great way to quickly find the object you want to review.

Lastly, there are objects within the table. Each object can be expanded for further detail. Each object has five subtabs: Fields, References, Collections, Search, and Actions.

1) The Fields subtab:

    • The Fields subtab is a comprehensive list of native object fields that can be used on an object report. The API Explorer only shows native Workfront fields, though you can leverage object custom fields in an object report. For example, if I select the Project object and choose the fields subtab, I will see a list of Project fields (like name, description, etc.).
    • Different fields have different field attributes. Each field is expandable for additional detail. Each field will have at least the Field Name and Field Type, but some fields have a lot more information.
    • Each field displays the label (what you see in Workfront) and the camel case name. The camel case name of each field is important when writing custom text mode within a report (I will show you how to use camel case field names in the next blog). Camel case refers to the style in which the fields are written, which is capitalizing the second word within the name. For example, the Planned Start Date field on a Project is actually called plannedStartDate. As you can see, Start and Date are both capitalized and form “humps” within the string.

 

2) The References subtab:

    • The References subtab is a list of all referenced objects that connect to the object you are reviewing.
    • Similar to the Fields subtab, each referenced object can be expanded to see additional detail.
    • The referenced objects are either one level above or parallel to the object you are reviewing. Think of objects as a pyramid. There are different levels within a pyramid and each level “connects”, either directly or indirectly to another level. For example, a referenced Project object is a Portfolio. A Project can only be associated to one Portfolio.
    • Each referenced object has a hyperlink that you can select, which will navigate you to the object within the API Explorer.

 

3) The Collections subtab:

    • The Collections subtab is a list of connecting objects that are grouped within the object you are viewing.
    • To maintain our Pyramid analogy, a collection object on a Project is the Task object. You can have many different Tasks on a single Project, but Tasks are a lower level on the Object Hierarchy. Think of the Object Hierarchy this way: Portfolio (top-level) à Program à Project à
    • You are limited on how you can leverage collection objects within a report, but we will cover that in a future blog post soon!
    • Each collection object has a hyperlink that you can select, which will navigate you to the object within the API Explorer.

 

4) The Search subtab:

    • The Search subtab is used primarily in Custom API calls. Custom API calls are traditionally used by iPaaS (Integration Platform as a Service, like Fusion) solutions or custom application software.

 

5) The Actions subtab:

    • The Actions subtab is used primarily in Custom API calls. Custom API calls are traditionally used by iPaaS (Integration Platform as a Service, like Fusion) solutions or custom application software.

 

Now that you understand the Workfront API Explorer and its different components, you are ready to create advanced reports within Workfront. In the next blog, we will review how to use the API explorer to create Advanced Views.

 

LeapPoint and Seismic have established a strategic alliance designed to help enterprise organizations streamline and integrate their marketing processes and technologies to enable sales efficiencies. Seismic, the recognized leader in sales and marketing enablement, equips global sales teams with the knowledge, messaging, and automatically personalized content proven to be the most effective for any buyer interaction. LeapPoint will provide managed services for Seismic, making it possible for organizations to deliver more effective marketing initiatives, greater sales productivity and a greater return on technology spend.

Seismic offers unparalleled capabilities in syncing content between integrated technologies to ensure marketers and sellers have access to the right materials and information wherever they work. Unique to the sales enablement market, however, is the level to which Seismic incorporates data and functionality from integrated technologies to help sellers be more productive.

“Our marketing clients focus heavily on strategic planning and work management,” said Nicholas DeBenedetto, CEO of LeapPoint. “Creating that streamlined user experience to enable the use of this strategic content will be transformative. Seismic’s powerful content intelligence and analytics will demonstrate marketing’s impact on the bottom line, focus on what is delivering revenue and providing the ability to look at future investments more strategically.”

“LeapPoint is widely recognized as a trusted provider of strategic technology services to top global brands, and this alliance will help Seismic to expand our reach into new markets,” said Preseetha Pettigrew, Global VP Strategic Alliances at Seismic. “Organizations are consistently being asked to deliver more with less, and aligning process, technology, and change management to ensure clients are successfully deploying their resources in a way to quickly deliver value and ROI is imperative. Together with LeapPoint, we’ll be able to incorporate data and functionality from integrated technologies to ensure marketers and sellers have access to the right materials and information wherever they work.”

As digital transformation takes hold across one business sector after another, there are more ways for customers to interact with companies, products, and services than ever before. This shifting consumer landscape is prompting new concerns about data security and privacy. A recent study sponsored by Seismic found that there is a direct correlation between sales enablement maturity and a company’s ability to meet and exceed revenue goals. The largest difference between those who achieve their revenue targets and those who do not, outside of talent, is insights. This finding illustrates that providing better insights to sellers and marketers is critical for revenue goal attainment.  These companies also experience larger order values and more cross-sell and upsell opportunities. It’s not surprising: Collaborative teams that are more effective at creating, accessing, and delivering personalized content will deliver better experiences to their buyers — and ultimately win more business.

“The future of work is clear,” said Janelle Nash, senior director at LeapPoint. “Our clients want their technology investments to work together and make it easy for their teams to manage their work. Our alliance with Seismic helps us provide strategic guidance and services to organizations that need to measure marketing investments, strategically align with sales, and make sure they are investing their time and money in the right ways.”

LeapPoint offers a unique perspective and services for Seismic clients:

    •       Strategy and Roadmap: Ensure the most strategic work is prioritized, streamlined and delivers desired outcomes. Our experts come from highly regulated industries and understand the complex challenges that need to be addressed to achieve successful results. 
    •       Business Process: Whether designing new organization models from scratch or modernizing marketing or sales enablement teams, we enjoy helping clients think differently when aligning people to deliver on their most important work.
    •       Seismic Implementation: Maximize solution usability, scalability and drive operational efficiencies. Experienced LeapPoint consultants can walk you through the strategy and design of a Seismic solution that fits your needs, then configure, test and deploy using our proven methodology.
    •       Integrations and Development: Reduce manual effort and improve data integrity across solutions. Our large team of seasoned integration professionals can develop integration roadmaps, guide you through best practices, and do the hands-on work with API connections or iPaaS solutions like Workato, MuleSoft, DellBoomi and more.
    •       People and Change: Go beyond user adoption and achieve adaptation. With multiple bundled options, LeapPoint can help you get your teams trained on your processes, workflows and your customized Seismic system.
    •       Reporting and business intelligence: Improved decision making and business outcomes. Tell your story using data from multiple systems, delivered via visualization platforms like Tableau, Domo and PowerBI.

 

To learn more about how to leverage the LeapPoint & Seismic partnership, click here.

 

About LeapPoint

LeapPoint is a boutique consultancy founded in 2006 with a mission to drive enterprise change through the delivery of innovative solutions. Established by Big 4 alumni who sought more flexibility and agility in meeting clients’ most critical business needs, the firm has a long history of cross-industry experience across finance, HR, IT, marketing, and federal government teams. LeapPoint prides itself on its ability to deliver immediate and lasting benefits to its clients. Since its inception, LeapPoint has grown to a lean yet effective team of more than 60 consultants who encompass a diversity of backgrounds and bring a wealth of expertise from all levels of the enterprise. Balancing strategic business acumen with deep functional expertise, LeapPoint offers its clients the right combination of strategic insight and tactical support. For more information, visit leappoint.com.

About Seismic

Seismic is the recognized leader in sales and marketing enablement, equipping global sales teams with the knowledge, messaging, and automatically personalized content proven to be the most effective for any buyer interaction. Powerful content intelligence and analytics enable marketers to prove and improve their impact on the bottom line, revealing what is really driving revenue and what needs to be adjusted. The result for global enterprises like IBM, American Express, PayPal, and Quest Diagnostics is better to win rates, larger deals, and higher customer retention. Seismic is headquartered in San Diego with additional offices in North America, Europe, and Australia. To see how Seismic is being used by companies in your industry, visit https://seismic.com/

Now that you have a Workfront Requests queue to track errors, it is time to show our admins how to troubleshoot Workfront using a real-life example (with historical Revolutionary War heroes as our users). 

Remember, in the first article titled, “Think Like a Workfront Admin: What is Troubleshooting?” we discussed four fundamental questions to ask after reviewing the technical support ticket: 

In addition, we identified the process for troubleshooting errors in Workfront: 

Let’s attempt to solve George Washington’s error in Workfront. 

George Washington submitted a request to the Workfront Requests queue as a Technical Support request. After reviewing the form, we have identified the error involves a report on a layout template: 

Based on the custom form, we can identify three out of four fundamental questions when reviewing Workfront errors: 

        1. George Washington is attempting to view a list of active projects he owns on the “My Active Projects” report in Workfront.
        2. George Washington has the Planner Access Level.
        3. George Washington’s Layout Template is Creative Director (based on the ID in the Custom Form).

 

The last question we need to answer is, “Does the user have the correct sharing permissions on the corresponding object?” In this case, we need to review the sharing rights on the “My Active Projects” report. 

Upon further investigation, we have identified that George Washington does have the correct sharing permissions for the “My Active Projects” report. The report is visible system-wide, without restrictions: 

 

Now it’s time to follow the troubleshooting process! 

      1. Answer the four fundamental questions for troubleshooting errors in Workfront.
      2. Log in as George Washington in Workfront. 
      3. Replicate the error by navigating to the Projects area and viewing the “My Active Projects” report. Picture 1 shows the results that George sees when reviewing the report and picture 2 shows the results George should see but does not:

 

 4. In order to properly resolve the error, we need to further investigate the key features of the report. 

          • First, review the report’s filters and determine that the filters are set up correctly (we use wildcards to make the report dynamic).

          • Next, review the report’s settings and notice that we accidentally set the “Run this report with the Access Rights of Andy Koprowski.” When selecting a user in the “Run this report with the Access Rights of” field, it will overwrite the existing filters of the report. So, instead of viewing active projects with an owner ID equal to $$USER.ID, the report will instead show all active reports owned by Andy Koprowski. 

          • To resolve the error, remove Andy Koprowski from the field, “Run this report with the Access Rights of” and save changes to the report.
          • Next, log back in as George Washington and confirm that the update to the report resolves the error: George can now view all of his active projects.

          • Remember to respond to the error ticket, informing the user that the error has been resolved and move the status of the ticket to Closed. 

 

In our next blog in the “Think Like a Workfront Admin” series, we will discuss how to create advanced reports using advanced views.

In the previous article, we discussed what is troubleshooting and what to expect as a Workfront System Administrator. Now, it is time to shift our focus to Workfront queues.

What is a Workfront Queue?

A Workfront queue refers to a special type of project that stores requests, issues, change orders, and bug reports submitted by Workfront users. Organizations traditionally use queues to capture requests and develop a working backlog of active issues that Workfront System Administrators will resolve. Every organization that leverages Workfront should have a version of a Workfront Request queue.

A successful Workfront Requests queue has the following features:

  • Project name: is informative and clearly articulates the queue’s purpose
  • Project status: equates with a status of Current (this activates the queue)
  • Queue topics: are easy to understand
  • Custom forms: have the appropriate fields to adequately capture the error
  • Other features:
      • The project is published as a Help Request Queue
      • The project enables “Anyone” to add requests to the queue

 

We have successfully outlined the characteristics of a functioning Workfront Requests queue and you are probably thinking, what does an example queue look like? Fortunately, you are in luck. Below is an example queue structure that many successful Workfront organizations use to capture Workfront issues submitted by their workforce.

  • Project name: Workfront Requests
  • Project status: Queue (equates with Current)
  • Queue topic structure:
      • Technical Support
      • Enhancement Idea
  • Custom forms: contain fields to identify the object/area of Workfront experiencing the error, space to describe the error in detail, and a final message to nudge the user to submit any photo/video proof of the error

There are many benefits to having a Workfront Requests queue, but the benefits are not just for Workfront System Administrators. Providing a Workfront Requests queue empowers your users to take control of errors and improves error resolution communication. In addition, logging errors helps Workfront System Administrators conduct intelligent and meaningful conversations with their Workfront Account Executives, Customer Success Managers, and Support Engineers. The more detail captured per error, the better equipped you and Workfront Support will be to quickly resolve the error.

Lastly, creating a Workfront Requests queue that captures technical support requests (errors) and enhancement ideas (product enhancements), supports your organization’s Workfront governance model. Users will build a product backlog of enhancement ideas, which can be routed to your Workfront Governance team. Rather than assuming the enhancement idea is valid and should be resolved, the Workfront Governance team can discuss the idea, determine the ROI of the idea, the overall impact to your user group, and ultimately decide if the enhancement is worth pursuing.

We will be returning to the idea of a Workfront Governance team and structure in a later series.

In our new series, “Think Like a Workfront Admin,” our consultants will walk you through how to troubleshoot Workfront like a pro!

Are you a new Workfront system administrator? Or perhaps you are a seasoned Workfront administrator looking for new ways to troubleshoot system errors. Either way, you’ve come to the right place.

First, we need to start with the basics and answer the following questions:

‘What is troubleshooting and how do you troubleshoot Workfront errors?’

Any software application, no matter how advanced, will need to be troubleshot by a system administrator or software subject matter expert from time to time. I’ve been in the IT world long enough to know that even the simplest line of code can break and when it does, it is best to be prepared with the right questions to quickly fix the problem.

So, what is troubleshooting?

Troubleshooting is identifying a problem, understanding the root cause, and correcting the problem. That’s it!

Next, we will discuss, how do you troubleshoot errors in Workfront?

Typically, errors are identified by your users. That’s right, the standard plan, work, and review license users will find more errors than you, the system administrator. Let’s be realistic, every system administrator builds Workfront to work, but Workfront doesn’t always work as expected. Don’t take it personally (I had to learn that the hard way). Just remember, it’s your job to identify the root cause and quickly solve the problem.

When an error is identified, you should ask the following questions:

When you answer all of the questions above, you will typically find the root cause of basic problems in Workfront. I cannot tell you how many times users have reported “errors” that weren’t actually software errors, rather, the user needed an upgraded license, access level, and/or layout template.

To make things easier, I execute the following process for each error:

 

After following the process above, if you aren’t able to identify the root cause and resolve the error, you will need to submit a ticket to Workfront Support for additional help.

In the next post, we will discuss “How to create an internal request queue to track and resolve errors that your users identify.”

Stay tuned.