Known Issue Tracker FAQs

Known Issue Tracker FAQs 

Please find a list of the frequently asked questions below. We will continue to add to this as questions arise.  

1. What is the Known Issue Tracker (KIT)?
    The Known Issue Tracker (KIT) is a public-facing Jira project that lists product bugs and issues. It is designed to provide transparency to Gainsight customers regarding known issues and their statuses. KIT also saves time and effort for customers by giving them a central place to check if an issue they encounter is already recognized, thereby also negating the need to raise a support ticket. 

2. Which issues are posted on the KIT?
   Issues that are impacting critical/major functionality and/or affecting multiple customers are listed on KIT. Any issue/bug that is reported goes through an internal process of checks and approvals from Product & Engineering before it can be posted on KIT. 

3. How quickly do issues appear on the KIT after they are identified?
   Once a bug/issue is confirmed by Gainsight Support or Engineering, the PM and EM for the affected product area are tagged in the internal Jira ticket. They typically review and provide their approvals within one business day. After both approvals are in place, Support creates a public-facing ticket in the KIT.

4. What details will I find in a KIT ticket?
   A typical KIT ticket includes:

• Title (Summary): A short description of the issue

• Issue Details (Description): A concise explanation

• Root Cause: If available, a short explanation of the underlying reason for the bug.

• Workaround: If available, instructions to mitigate the issue until a fix is released.

• Replication: Replication steps if available are provided

• Product Name/Component Affected: The Gainsight product/module impacted.

5. Will customer data or any personal information appear in KIT?
   No, the Security Team has guidelines to avoid sharing any sensitive or personally identifiable information (PII) on KIT. This includes names, email addresses, phone numbers, or any other confidential data. Tickets are text-based only for now, and no sensitive data is displayed.

6. Are screenshots or attachments included in KIT tickets?
   In general, no screenshots are included to avoid inadvertently exposing customer data. If a screenshot is ever necessary, it is carefully reviewed by Support Managers to ensure it does not contain sensitive information. Text-based descriptions are the default.

7. Why do some bugs or escalations not appear on KIT?
   Not all bugs/escalations are made public. 

• A bug/issue may be disapproved by the PM or EM for various reasons such as, privacy concerns, security concerns etc.

• A bug/issue might not meet our internal checks for posting on KIT. 

• Those bugs/issues remain managed via the internal Jira process.

8. Does Gainsight provide an ETA (Estimated Time of Arrival) for fixes?
   We currently don’t provide ETA’s for bugs/issues listed on KIT. We are looking into the possibility of providing ETA’s in future versions of the KIT.

9. Can I contribute or edit tickets on KIT?
   No, external viewers can only view KIT tickets. They cannot edit or modify any content. This approach ensures the integrity of publicly listed items.

10. Where can I find the Known Issue Tracker?
    The public-facing KIT board is available at a dedicated Jira project link that Gainsight provides (e.g., “Known Issues Tracker” project). You can bookmark that link to stay updated on known issues, statuses, and any available workarounds. 
    
    You can also find it linked on support.gainsight.com under the “Support” dropdown as well as on the right hand side of the GameChanger Community homepage. 

11. What if a bug I reported is not on the KIT, but still affects me?
    It may be pending review or it might have been disapproved for public posting. You can contact Gainsight Support to confirm the status. If it’s not approved for the KIT, the standard bug-fix process still applies, and you’ll receive updates through our regular support channels.