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Jive Release Blog

12 Posts authored by: Will

As with any Jive customer who's implemented sophisticated customizations within their Jive SBS platform, care must be taken to test any new version to make sure the customizations still function properly and that new functionality is ready to be utilized. That's why we'll be upgrading the Jive Community (Say "goodbye" to Jivespace and Supportal! as Jivespace) to 4.5.x around the end of August, after we make sure the Jive Support Community (formerly known as Supportal) functions properly on that release, among our other customizations.

 

Until then, feel free to comment on this blog with which Jive SBS 4.5 features you can't wait to use here in the Jive Community, or with any questions you might have about Jive Community's upgrade (for questions re: your organization's upgrade, please post them in the Jive Support Community discussion area). We're listening!

10smAwdLogo[1].jpgJive Software's Support Solution has been named in the top 10 for Best Web Support of 2010 by the Association of Support Professionals!!

 

We've continued to improve our Support offering for our customers and prospects, largely driven by comments and suggestions by you: our customers! Thanks for all the help so far, and thanks in advance for your continued help and support as we work together to build what works best for all of you! Couldn't have done it without your help, and a big thanks to my team for delivering top notch support along the way!

 

In case you're interested, here's the criteria for the award:

 

The award winners were selected  by a panel of judges with expertise in Web support design and implementation, using a scoring system based on 25 separate performance criteria. The evaluation process covers the following areas:

  • Overall usability, design, and navigation
  • Knowledgebase and search implementation
  • Interactive features
  • Customer experience
  • The major site development challenge

 

 

I am personally extremely happy we received the award this year as there was a lot of hard work done to move to social groups, improve navigation, upgrade our search, as well as upgrade to SBS 4.0 among other smaller improvements! We won't stop here either, we're already looking ahead to next year!

 

As an update we'll be moving to our 4.5 release within a couple months, and I'll be posting announcements about that when the time moves closer. Have a feature you've been dying to tell us about? Let me know either on this blog post, or in our Website Feedback space right here in Jivespace.

 

Also, if you happen to be in Chicago next week for our Get Social Tour, keep your eye out for me there!

 

You can read more about the award here: http://www.asponline.com/10announcement.html

 

 

Thanks,

Will French

Jive Support Manager

Hello and welcome to the updated Jivespace (4.0.5) and the new Supportal (4.1.0)!

 

This release of the Supportal has quite a few updated features, and some are long overdue! Read on to find out about the updated changes.

 

 

Documentation Search

Previously there was no way to search documentation from our Support site, and we have now included documentation search in 3 different locations!

 

The first is from the general Jive Training and Support Resources space via a spotlight search widget.

 

The second is when submitting a new support case.  You'll see that we search the community and documentation when you are entering your case subject. This helps you see the other cases in the community that might help, as well as supporting documentation. If you don't see anything useful there, go ahead and continue to submit your support case!

 

The last place for documentation search is on the Support tab of your personalized customer group. Below the customer documentation, you'll see a search box which does a spotlight search of community content as well as documentation.

 

Example:

http://content.screencast.com/users/klassikstile/folders/Jing/media/0b313c48-c8c8-4014-a6ba-98dc5a46e25d/2010-03-02_1652.png

 

Support Focus

With our previous updates to both our Support customizations and Jivespace in general, Support focus was slightly lost. With this release we have brought some updated features to help you find the information and help you need when looking for technical software support from Jive.

 

Support Action

The first of these changes is a new Support link at the top of our theme. Clicking 'Support' from the page header will navigate you to your personal customer group's support tab automatically. If you belong to multiple accounts you'll have a quick intermediate screen to choose the account to navigate to. If you are not logged in or your account is not associated with a customer group, you'll be directed to our general Jive Training and Support Resourcescommunity.

 

Customer Documentation

We previously had a lot of our customer-focused communication on our general support page, which, frankly, did not get visited or read by our customers. On your new Support tab you'll see 3 columns with customer-focused support information. Each of these items can be hidden / shown on an individual or personal level. Also, if we update or change that information we have a method to flush your hidden preference to ensure you see our updated customer docs.

 

Example:

2010-03-02_1655_001.png

 

Customer Announcements

We have added the ability to push out customer announcements to all customer groups at once, allowing us to highlight Support changes, upcoming Jivespace changes, product announcements, etc., to all customers at once. For any major changes or announcements, we will also email an update to our customers. (See example in above image or in your personal customer group.)

 

Sortable Columns

This one is long over due! The first thing you might notice is you now have the option to list only your open cases. After that you can see that you can sort by each of the column headers, and finally you can filter by severity. By default, all severity levels are selected, but clicking the red X allows you to eliminate them from the current listing.

 

Example, sorted on Last Post:

2010-03-02_1703.png

 

Additional Smaller improvements

Tracking case component

When creating a case or viewing an existing case, you'll now see a 'Component' field, which will allow us to better identify and drive internal action for hot issues.

 

Modified public case options

Ever confused about where to put a public case? The default (and most common) option is Support, which is our general support community. Any case that you feel others could learn from (or now view as a search result when creating their next case) please make public!  Also note that if the case goes down a path you feel is too private, you may change the public case option to 'No' at any time.  After saving the case it will immediately move back to your customer group.

Hello,

 

First off, thanks for  being patient! I know I was very optimistic in the timing I mentioned in myPreview of upcoming Jivespace & Supportal upgrade to SBS 4.0!,  but we have worked through all the issues, tested and re-tested our new  functionality both in the Supportal as well as in the 4.0 upgrade. We will have  updated documentation for using the Supportal after our move to social groups,  and we will have more information coming on the availability of Mobile and inline document  previews. Stay tuned!

 

IMPORTANT:  Jivespace will be entering a 6 hour maintenance window tomorrow starting at 9PM  PST. We will have a number available for Severity 1 issues and we will continue  to monitor and respond to all of our hosted sites. If you have any questions or  concerns, please let me know.

     

    Here’s to a new year  and new features!

    Hello, Jivespace users and viewers!

     

    Jive SBS 4.0 is generating quite a bit of buzz out in the marketplace, as well as here in Support.  We are excited about the new features we'll be taking advantage of when we upgrade, including some additional features and functionality in our Supportal customization.  Please read on to find out what is coming up in about a month!

     

    First, the Vision

    Jivespace started out with a focus on technical conversations and customer support.  Looking ahead, the vision for Jivespace is broadening to be a more connected communication ecosystem for technical and business people from the Jive team, customers, prospective customers, and partners.  The first step of this vision has already occurred (Oct. 3) by establishing a Business Conversations space and merging into that space all the content and conversations from a Jive community previously called Clearstep.  Many Jivespace members were also members of Clearstep, and, as just one example of the benefits to members, they now only have to worry about 1 set of login credentials.

     

    With the upgrade to 4.0 in the near future, there are many additional features that will significantly help bring this vision to life.  Many of these new features are highlighted further below.  However, more than just new features, Jive is thinking about this community in a much more holistic way, and we are dedicated to making it a showcase of how businesses need to be operating by breaking down all the silos both within and outside a company's four walls.

    Changes to the Supportal

     

    Transition to Social Groups

    We are making a big change when upgrading to 4.0: moving customers from spaces to social groups!  As we continue to evolve our support spaces, we have added additional functionality for membership.  One of the biggest advantages to moving to social groups is that we get membership for free!  We had been duplicating membership functionality, which, when looking at it from a higher level, really didn't make sense!  Social group are another way to align with our vision for Jivespace.

     

    Cases and discussions

    Both discussions and support cases will coexist in your customer group.  This lets you easily engage with other groups at Jive Software without having to wonder, "Where should this go?  It's not a support case."

     

    Improved Severity 1 handling

    We continually refine our support for major customer issues and have three changes in this release which help get us to the next level.

     

    Severity 1 cases are now re-pageable

    When a Severity 1 case is submitted by a customer with Premium Support, our on-call engineer is paged.  Once the on-call engineer acknowledges this page, no additional pages will be sent. Typically this is just what we want: an alert to get our attention for a S1 issue.  However, there are times where an on-call engineer asks for additional information or has an otherwise lengthy wait for a customer response.  During business hours this isn't a big deal, but off hours, in the middle of the night, it can be a burden.

     

    To resolve this we've made S1 issues re-pagable.  When the S1 issue switches status to 'Waiting on Jive' during off hours, a new round of pages will be sent out.  This allows us the freedom to catch a few winks or otherwise step away from the computer while waiting for a response.  This will also help us increase our responsiveness to customers, as we'll be alerted immediately when the status of the case changes.

     

    Integrated RCA cases (Root Cause Analysis)

    Traditionally, Support has created separate Root Cause Analysis (RCA) cases for S1 issues upon request.  This was usually an ad-hoc exercise for sharing our findings.  Moving forward we'd like to solidify this process. To improve this practice we've implemented a 'Create RCA Case' feature available to our Support Engineers.  With one click, an Engineer can create a case based on a defined RCA template.  When doing so, we automatically link the S1 issue case to the RCA case for increased visibility and navigation.  Making it easy to create RCA cases will drive us to create RCAs for S1s at a higher rate than ever before, which in turn will help us ensure we are either prepared for this issue next time, or--better yet--stop it all together.  With increased visibility to RCA cases for our customers as well as the Support Engineers, resolution time for repeat issues should be dramatically reduced.

     

    Automatic and Proactive follow-ups on Severity 1 issues

    Severity 1 issues were not seeing the love they deserved.  We care as much about closing-out customer-reported S1 issues as you do, and with a new proactive follow-up tool in place, any S1 cases that become inactive for a couple days will send a friendly reminder to both the customer and the assigned Support Engineer.  Alternatives are to 1) decrease the severity of your case when it is no longer a Severity1 issue, or 2)  use the previously mentioned RCA ability to close out S1 issues quickly and effectively!

     

    Upgrading to 4.0 = New features!

     

    Without a doubt, 4.0 is Jive's biggest release ever, and we plan to leverage every applicable aspect for our public-facing communities.  In the Support area we're especially excited to use the new bridging capability with our internal community which will allow for more streamlined communication between our Support and Engineering teams.

    We occasionally need to engage our Engineering team to help with complex support cases.  Using automatic linking and the ability to push and pull messages in either direction will be a huge help!  We are also jazzed about the improved HTML email support, as well as the ever-improving RTE.  In addition, we have some amazing new functionality that will make viewing uploaded MSOffice or PDF documents a breeze, with no need to download.

     

    A brief highlight of some of the new Jive elements you won't see on Jivespace but you should definitely learn about are Jive Market Engagement, our SharePoint Connector, new mobile elements (that we can't talk much about until the actual launch in a few days), and new reporting capabilities.

     

     

    Thank you,

     

    Will French, Support Manager

    Adam Mertz, Product Marketing Manager

    Hi,

     

    Recently I met with some of our current customers to talk about what is working, what isn't, and what could be improved in the Supportal. This post outlines the major hit items, as well as shows a list of the smaller features that are being considered for future versions of the Supportal. Thanks to everyone who helped, and I would appreciate any feedback / ideas on the items that are outlined below. If you haven't checked out the most recent feature, Issue Tracking, please do so as well.

     

     

    Thanks and enjoy!

     

    Top Requested

    The top requested features / improvements were escalation, customer dashboard, and improved case filtering / sorting. To address these in more detail:

     

    Escalation Process

     

    Currently there is not a Supportal functionality that lets a customer alert Jive that an issue is in need of additional immediate attention.  You can create a Sev 1 issue (which does get our attention) but after this, if the case is long running or if it was not created as a Sev 1 initially, you need to call the Support line directly.  Other avenues are not as effective since they are not directly to Support: contacting an account manager is still an extra step, and bumping a thread with a new reply does not notify Support of any status change.  Building an escalation process into the Supportal is what we intend to do, and it will likely be as simple as your clicking "Escalate this" and providing an explanation.  That message would be sent to your account manager as well as the Support manager.

     

    Customer Dashboard

    Metrics can be very powerful within a support portal, especially when they are related to the health of your site and your interaction with technical support.  One frequently-requested feature is a roll-up displaying the past month's cases, including number of Sev 1s, top case reason, top case submitter, average response time, average resolution time, and many more.  Viewing this information on a weekly, monthly, quarterly, and lifetime basis would be ideal, and we'll see what we can do!

     

    Improving case filtering / sorting

    You need to find the cases that you are interested in, and right now that is a difficult task when you want anything more than just the open cases. The cases tab has just scratched the surface with filtering (current options are only "closed," "waiting on customer," "waiting on Jive," and "all'") and we fully intend to add additional filters like "my cases" and "only open" but also include advanced sorting. Many of you requested sorting on all columns of your support space, and that seems like a very valid request and is something we are aiming to do.

     

    Second in line

    The secondary issues included exposing case reasons and improving our issue-tracking integration. Case reasons are tracked internally, but exposing these will allow us to report them on the customer dashboard to answer questions like "How many bugs have we ran into in the past month?" or "How many customizations questions have we been asking lately?"  And after the initial Supportal 3.3.0 brings back Product Issue tracking!, we would like to have cases be updated automatically when the issue assigned to them has been closed.

     

    Other ideas

    Next up is a list of one-off features that will be evaluated and implemented in the future.

     

    1. Change the UI for pointing a customer back to their account space from a public case. Perhaps adjacent to the normal breadcrumbs.
    2. Make public cases visibly different in case listings.
    3. No survey on every case.  Idea: for all level 1s, every other for level 2s, every 3rd for level 3s.
      1. If open / closed on same day, no need for survey.
    4. Add a way to link cases that are related, which will help the support engineers.
    5. Chat option for Sev 1 cases only (quick interaction without the phone).
    6. We need to improve the navigation between jivesoftware.com and Jivespace / Supportal
    7. Helpful to see the author of the post in the Open Cases widget. Rather author than case # (perhaps avatar too).
    8. Sort the Open Cases widget by status for each of the Severity levels.
    9. Export cases tab to Excel.
    10. A 'read only' privileged group for cases (to be used for groups like managers)
    11. Opening a case on behalf of someone else, which would include subscribing hime/her to watch notices for that case.
    12. Want dates on cases (where it makes sense), either for a bug fix, or a restart, code push, etc.
    13. If a member of more than one account space, have links at the top of current account space pointing to the other ones.

    Hey there, Support Community!

     

    We are very pleased to announce the release of a much requested feature...Product Issue Tracking! With this new functionality you will be able to track cases that have associated issues and view the status of the issue including the fixed versions! Here is an outline of the two major new features coming with this new release of Jive's Supportal.

     

    Viewing status of Product Issues on the individual cases

    This is now in the sidebar of a case. We are removing the bar which showed the static text of the cases and are now showing various information about the product issue, all in real time.

     

    Here is what was previously displayed:

    http://content.screencast.com/users/klassikstile/folders/Jing/media/4595abb1-357d-4bef-ab36-beccacf28a24/2009-06-29_2153.png

     

     

    And here is the new view:

    http://content.screencast.com/users/klassikstile/folders/Jing/media/5f3d9444-834b-454a-bcb4-b7074028db4f/2009-06-29_2159.png

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    This allows you to quickly see if you have open or closed issues in a case. Also, if desired, you can click the "Show Details" link to expose some additional information about a product issue. It will look similar to this:

     

     

    http://content.screencast.com/users/klassikstile/folders/Jing/media/adf50175-1a92-4e1c-9250-228586996c6d/2009-06-29_2200.png

     

    This will also show in others' public cases that have product issues attached to them. Please use public cases and spread the knowledge!

     

     

    Viewing a list of all cases that have open product issues

    We have also added a new tab to your account's secure space which shows a list of all cases that have at least one open product issue assigned to them. This means that you can now actively check on cases that have open issues and get real time data on them! Is it fixed? Is it still open? Check out this new functionality today! You will also have the opportunity to view all cases associated with closed product issues, as well as their resolution and fix version(s).

    http://content.screencast.com/users/klassikstile/folders/Jing/media/9544d4dc-48e1-46e9-bfab-b89aa1be370c/2009-06-30_1708.png

     

     

    If you have a long list of issues, you'll notice the details box follows your browser window down, and the green highlighting tells you explicitly which product issue you're currently viewing.

     

    If you have any questions, comments, feature requests, bug reports, etc., on this new and exciting functionality, please leave a comment or head to our Supportal Feedback space.

     

    Thanks and enjoy,

    Will

    Welcome to Welcome to the Social Business Revolution - Introducing Jive SBS 3.0! We just upgraded our Jivespace community to SBS 3.0.1, and along with it upgraded the Supportal customization, adding a few new features and improvements.

     

    If you see any issues, please post a discussion in our [Archived] Jive Community Information & Feedback space or create a public case there, and we'll get it addressed quickly.

     

    Now, on to the new features:

     

    An updated Open Cases widget allows prioritizing by the customer

    We previously allowed you to view your open cases, but sometimes when you have a few open cases it can be helpful to rank them in importance--both for you and your company, but for us as well. Have a look at it here, and it will automatically be in your account's secure space next time you log in!

     

    http://content.screencast.com/users/klassikstile/folders/Jing/media/021663a7-277a-4f3f-a755-08d636bfc98c/2009-04-06_1501.png

     

    Account Member Management falls into the hands of the Customer

    Prior to this Supportal upgrade, if you wanted to add or remove someone from your secure space, you needed to ask Support to do so. Well, with the upgraded Supportal, you can now put this power into the hands of someone that is currently a part of your account. There is still one manual step, asking Support to appoint one of your users as 'user admin' for your account. Once designated, the user admin can add and remove users, as well as add/remove the admin privilege should that assignment need to change. You can see the link to manage account members on the Group Membership Widget on your secure space overview. Don't see it? Ask Support to add it to your account space today!

     

     

    First integrated Environment tracking on cases

    Are you tired of Support continually asking what version you're running, or similar questions? Well, we're tired of asking it too ! We've now taken the first step to associating Environments to each and every one of your cases. That way, if the version does matter, we can simply take a look at the environment you have associated with the case and dive right into troubleshooting. What's the catch? We are going to need you to keep these as current as possible in order to make this all work smoothly. We are hoping to evolve this to be able to eliminate the Product drop down and solely use Environments in the future. We welcome your feedback and help in shaping this new feature in the Supportal. Please visit our [Archived] Jive Community Information & Feedback space to do this.

     

    environments.png

     

    Lastly, some new UI when creating a case

    As you can see from the screenshot above, we've added some indication of what fields are required when creating a new case, and something you may also not notice is that we have taken away the 'Stage' detail as it was not useful to us.

     

    Again, please let us know if you see any issues, and we hope you enjoy the new Supportal and the overall upgrade to SBS!

    Last episode I explained how we create the secure spaces and setup permissions (see How do the account spaces get created anyway? Is it private?). This post deals with the default widgets that come with a newly created community, and how we had to customize this functionality to meet our requirements.

     

    defaultLayout.png

     

    I. How it's done out of the box

     

    To do this, let's first take a look at how it would be done out of the box:

     

    1. Create a new community
    2. Then get re-directed to the newly created community

              Here, community.ftl will call CommunityAction's getWidgetLayout via:

     

     

    <#if widgetLayout?exists>
        <div id="jive-body-main">
            <div id="jive-widget-content">
                <div id="thread.watch.notify" class="jive-info-box" style="display:none">
                </div>
    
                <#include "/template/global/include/form-message.ftl" />
    
                <#include "${widgetLayout.freemarkerTemplate}" />
    
            </div>
        </div>
    </#if>
    

    And within getWidgetLayout() you'll see that if we haven't customized a community and a layout doesn't exist yet, we'll just copy the default:

     

    public WidgetLayout getWidgetLayout() {
            try {
                if (!isHasCustomized()) {
                    // if no draft widget frames exist, then no default layout exists
                    if (widgetManager.getWidgetFrames(getCommunity()).size() == 0) {
                        copyDefaultLayout();
                    }
                    .....
    

     

     

    And to copy the default, we do this:

     

     

    /**
    * Copy the default layout (large left, small right) to the current community.
    */
         protected void copyDefaultLayout() {
              WidgetManager widgetManagerUnproxied = (widgetManager instanceof WidgetManagerProxy) ? ((WidgetManagerProxy)widgetManager).getUnproxiedObject() : widgetManager;
    
              try {
                   WidgetLayoutDescriptor wld = widgetManagerUnproxied.getWidgetLayoutByName(TwoColumnLargeLeftColumnLayout.class.getName());
                   WidgetLayout wl = widgetManagerUnproxied.getWidgetLayout(wld);
                   widgetManagerUnproxied.addWidgetLayout(getCommunity(), wl);
              .....             
    

     

     

     

    And at that point, you'll have the default layout with no widgets, and so further down the line you'll see a call to getWidgetFrames, and similarly to above it will copy the default:

     

     

    public Map<Integer, List<WidgetFrame>> getWidgetFrames() {
            if (!isHasCustomized()) {
                if (widgetManager.getWidgetFrames(getCommunity()).size() == 0) {
                    copyDefaultFrames();
                }
              .....
    

     

     

    which will add the default widgets:

     

    /**
         * Copy the default widget frames to the current community:
         *  <ul>
         *      <li>Left: Sub-Spaces</li>
         *      <li>Left: Projects</li>
         *      <li>Left: Recent Activity</li>
         *      <li>Right: Actions</li>
         *      <li>Right: Top Members</li>
         *      <li>Right: Tag Cloud</li>
         *  </ul>
         */
        protected void copyDefaultFrames() {
            try {
                WidgetManager widgetManagerUnproxied = (widgetManager instanceof WidgetManagerProxy) ? ((WidgetManagerProxy)widgetManager).getUnproxiedObject() : widgetManager;
    
                // column 1
                int row = 0;
                if (widgetManagerUnproxied.getWidgetByName(SubCommunitiesWidget.class.getName()) != null) {
                    widgetManagerUnproxied.addWidgetFrame(WidgetUtils.createWidgetFrameBean(getCommunity(), SubCommunitiesWidget.class.getName(), 1, row++));
                }
                if (isProjectsEnabled()) {
                    if (widgetManagerUnproxied.getWidgetByName(CommunityProjectsWidget.class.getName()) != null) {
                        widgetManagerUnproxied.addWidgetFrame(WidgetUtils.createWidgetFrameBean(getCommunity(), CommunityProjectsWidget.class.getName(), 1, row++));
                    }
                }
                if (widgetManagerUnproxied.getWidgetByName(RecentContentWidget.class.getName()) != null) {
                    widgetManagerUnproxied.addWidgetFrame(WidgetUtils.createWidgetFrameBean(getCommunity(), RecentContentWidget.class.getName(), 1, row));
                }
    
                // column 2, start row back at 0
                row = 0;
                if (widgetManagerUnproxied.getWidgetByName(CommunityActionsWidget.class.getName()) != null) {
                    widgetManagerUnproxied.addWidgetFrame(WidgetUtils.createWidgetFrameBean(getCommunity(), CommunityActionsWidget.class.getName(), 2, row++));
                }
                if (widgetManagerUnproxied.getWidgetByName(TopMembersWidget.class.getName()) != null) {
                    widgetManagerUnproxied.addWidgetFrame(WidgetUtils.createWidgetFrameBean(getCommunity(), TopMembersWidget.class.getName(), 2, row++));
                }
                if (widgetManagerUnproxied.getWidgetByName(TagCloudWidget.class.getName()) != null) {
                    widgetManagerUnproxied.addWidgetFrame(WidgetUtils.createWidgetFrameBean(getCommunity(), TagCloudWidget.class.getName(), 2, row));
                }
            }
            ......
    

     

     

    II. How do the objects interact, and how are they displayed?

    Sometimes these widget layouts, widget layout descriptors, widgets, widget frames, etc can get kind of confusing. I hope this illustration and ftl explanation can help paint a better picture, and deepen the understanding.

     

    As an overview, you have the layout (red - WidgetLayout), the layout descriptor (blue - WidgetLayoutDescriptor) which tells how to display the widgets (green - WidgetFrames, contain widgets). A bit more technical tidbits from the database side of things, the container in jiveWidgetFrame is essentially the column, and the frameIndex is essentially the row. See more here:http://www.jivesoftware.com/builds/docs/clearspace/latest/DatabaseSchemaGuide.html#jiveWidgetFrame

    defaultLayout_explain_b.png

     

    We saw above how it will grab the widget layout, but I didn't show it returning from that method. This can be seen as the red box in the picture above (the layout)

     

    <#if widgetLayout?exists>
        <div id="jive-body-main">
            <div id="jive-widget-content">
                <div id="thread.watch.notify" class="jive-info-box" style="display:none">
                </div>
    
                <#include "/template/global/include/form-message.ftl" />
    
                <#include "${widgetLayout.freemarkerTemplate}" />
    
            </div>
        </div>
    </#if>
    

     

     

    public WidgetLayout getWidgetLayout() {
            try {
                if (!isHasCustomized()) {
                    // if no draft widget frames exist, then no default layout exists
                    if (widgetManager.getWidgetFrames(getCommunity()).size() == 0) {
                        copyDefaultLayout();
                    }
                    return widgetManager.getWidgetLayout(getCommunity());
    

     

     

    After returning the layout, we look to the layout FTL (which for this particular layout is ls.ftl) and CommunityAction for what happens next (this is the blue box above, the layout descriptor). Each different layout FTL asks for the widget frames associated with it, and will have them available via the CommunityAction. For our example, it looks for the widget frames in the left container, and then the right container.

     

    This loads the widgets in the left container (green A)...

     

    <div id="jive-body-layout-ls">
        <div class="jive-body-layout-l">
            <div id="jive-widget-container_1" class="jive-widget-container jive-widget-container-large">
             <#if widgetFrames?exists && widgetFrames.containsKey(1?int)>
                 <#list widgetFrames.get(1?int) as widgetFrame>
                     <#if widgets?exists>
                         <@jive.editWidgetFrame widgetFrame=widgetFrame />
                     <#else>
                         <@jive.displayWidgetFrame widgetFrame=widgetFrame size=enums["com.jivesoftware.community.widget.Widget$ContainerSize"].LARGE />
                     </#if>
                 </#list>
             </#if>
            </div>
        </div>
    

     

     

    ....and the rest of the file loads the widgets in the right container (green B)

        <div class="jive-body-layout-s">
             <div id="jive-widget-container_2" class="jive-widget-container jive-widget-container-small">
             <#if widgetFrames?exists && widgetFrames.containsKey(2?int)>
                 <#list widgetFrames.get(2?int) as widgetFrame>
                     <#if widgets?exists>
                         <@jive.editWidgetFrame widgetFrame=widgetFrame />
                     <#else>
                         <@jive.displayWidgetFrame widgetFrame=widgetFrame size=enums["com.jivesoftware.community.widget.Widget$ContainerSize"].SMALL />
                     </#if>
                 </#list>
             </#if>
             </div>
        </div>
    </div>
    

     

     

    They widgetFrames are available from this call to the widgetManager in CommunityAction.getWidgetFrames():

    return widgetManager.getPublishedWidgetFrames(getCommunity());

     

    And that's it! The widgets are displayed.

     

     

    III. How we customized this

    As you've seen, it's all initiated by NOT having anything setup the first time you are directed to the community.ftl file. So, we needed to ensure that there was a widget layout, and within that widget layout there are widget frames. So, during our secure space creation we need to hook into this ourselves. Have a look at how we're doing it:

     

    1. Get a list of all the widgets in the system

     

    Map<WidgetDescriptor, Widget> widgets = widgetManager.getAvailableWidgets();

    2. Identify the two widgets we want to add initially, and loop through all the available widgets and hold onto them

     

    Widget actionWidget = null;
    Widget openCasesWidget = null;
    for(Iterator<WidgetDescriptor> it = widgets.keySet().iterator(); it.hasNext(); ) {
         WidgetDescriptor descriptor = it.next();
         Widget widget = widgets.get(descriptor);
    
         if(descriptor.getClassName().equalsIgnoreCase("com.jivesoftware.community.widget.impl.CommunityActionsWidget")) {
              actionWidget = widget;
         } else if(descriptor.getClassName().equalsIgnoreCase("com.jivesoftware.community.portal.widgets.OpenCasesWidget")) {
              openCasesWidget = widget;
         }
    }
    

     

    3. Then, as we saw above, we need to get the widget layout desired and add it to the newly created secure community

    try {
      WidgetLayoutDescriptor wld = getWidgetLayoutByName(TwoColumnLargeLeftColumnLayout.class.getName());
      WidgetLayout wl = widgetManager.getWidgetLayout(wld);
      widgetManager.addWidgetLayout(community, wl);
      widgetManager.publishWidgetLayout(community);
    }
    

     

    4. Finally, setup our OpenCasesWidget (custom built by us) and the Actions widget. They are mapped to the correct lay out by the matching up of parentObjectType and ParentObjectID.

     

    //load the widgets
    WidgetFrameBean widgetBean = new WidgetFrameBean();
    widgetBean.setWidgetID(openCasesWidget.getID());
    widgetBean.setContainerID(1);
    widgetBean.setParentObjectID(community.getID());
    widgetBean.setParentObjectType(JiveConstants.COMMUNITY);
    widgetBean.setPublished(true);
    widgetManager.addWidgetFrame(widgetBean);
    
    WidgetFrameBean actionWidgetBean = new WidgetFrameBean();
    actionWidgetBean.setWidgetID(actionWidget.getID());
    actionWidgetBean.setContainerID(2);
    actionWidgetBean.setParentObjectID(community.getID());
    actionWidgetBean.setParentObjectType(JiveConstants.COMMUNITY);
    actionWidgetBean.setPublished(true);
    widgetManager.addWidgetFrame(actionWidgetBean);
    

     

    5. All done!

     

    That is how we are creating the communities and customizing their overview tabs. Hope this has been helpful!

     

    Let me know if there are any questions on the above functionality

    Okay, you're a new customer of Jive's and you'd like to receive some support, e.g. you need to ask, "How do I add a new status level icon?"

     

    So you go to jivesoftware.com, login, then click on the 'Support' tab.  Then you see a link to "Create a case in your secure space."  Whoa!  What is that?  How did I get a secure space?  When I click it, why does it now say "Create a new case in Company Name" ??  How cool is that?!

     

    SupportPage1.png

    Creation

    Well, our support solution (named the Supportal) knows about you through your email address and connects your email address to your company through our CRM system.  After making that link and ensuring you are indeed a customer, the Supportal will then create a new account space which is visible to you and those in your company. So, after verifying your information with our CRM system, we create your space and set it up with the following code:

     

         Log.info("Creating a community for " + accountName +" under the support community with an ID of " + support.getID());
    
          community = communityManager.createCommunity(support, accountName, accountName, "Support community for " + accountName);
    
          // set content types to threads and documents only (no blogs)
          List<ContentRetrieval.ContentType> types = new ArrayList<ContentRetrieval.ContentType>(3);
          types.add(ContentRetrieval.ContentType.THREAD);
          types.add(ContentRetrieval.ContentType.DOCUMENT);
          community.setContentTypes(types.toArray(new ContentRetrieval.ContentType[types.size()]));
    

     

    Security

    It is secure and private because it uses Clearspace to setup permissions to grant access only to Jive and members of your company (who are also linked in the same way you are). How can you be sure? Well, you don't see a thousand other customer spaces, do you? We do that in the following manner:

     

    //add the new group to the new account community
    ((ExtendedPermissionsManager)permissionsManager).addAnonymousUserPermission(JiveConstants.COMMUNITY, community.getID(), PermissionType.NEGATIVE, Permissions.VIEW_COMMUNITY);
    ((ExtendedPermissionsManager)permissionsManager).addAnonymousUserPermission(JiveConstants.COMMUNITY, community.getID(), PermissionType.NEGATIVE, Permissions.READ_DOCUMENT);
    permissionsManager.addGroupPermission(JiveConstants.COMMUNITY, community.getID(), group, PermissionType.ADDITIVE, Permissions.VIEW_COMMUNITY);
    permissionsManager.addGroupPermission(JiveConstants.COMMUNITY, community.getID(), group, PermissionType.ADDITIVE, Permissions.CREATE_THREAD);
    permissionsManager.addGroupPermission(JiveConstants.COMMUNITY, community.getID(), group, PermissionType.ADDITIVE, Permissions.READ_DOCUMENT);
    
    //add jive support group access
    permissionsManager.addGroupPermission(JiveConstants.COMMUNITY, community.getID(), jiveSupportGroup, PermissionType.ADDITIVE, Permissions.VIEW_COMMUNITY);
    permissionsManager.addGroupPermission(JiveConstants.COMMUNITY, community.getID(), jiveSupportGroup, PermissionType.ADDITIVE, Permissions.CREATE_THREAD);
    permissionsManager.addGroupPermission(JiveConstants.COMMUNITY, community.getID(), jiveSupportGroup, PermissionType.ADDITIVE, Permissions.READ_DOCUMENT);
    

     

     

    "So you mean to say that any cases that I create in my secure space are private to my company and members of Jive Software?"

    Yup, and it's all done automatically the first time anyone from your company logs into Jivespace Community (where the Supportal lives).

     

    We even have a Group Membership Widget that shows which accounts have access to your secure space.  It's not part of our default layout yet, so if you'd like it for your space, open a case and ask for it! (For more information on this feature, please read this blog post Jive's newest Supportal version

     

    Stay tuned for continued information about Jive's support solution, which will happen about every two weeks!  And don't forget to subscribe to this blog! ( http://www.jivesoftware.com/jivespace/blogs/jivespace/ )

    Hello Jivespace users,

     

    For those of you who are customers and have been using Jive's support solution (the 'Supportal'), please read on to see what changes have happened recently and how they benefit you! I will also touch on what else may have changed and how it could impact your usage (plus how to take care of it!).

     

    If you are not a customer yet, most of this information does not apply, but it does showcase the support solution that Jive has developed and is using.

     

    Jivespace Updated, new version of the Supportal deployed

    Jivespace was updated to 2.5.5, and the Supportal plugin, which recently went a 3.5 month development cycle, was deployed last Thursday, the 18th. It was a big upgrade for the Supportal as it went under the knife and was essentially re-engineered from the ground up. It is currently developed by our very own support engineers Scott Hirdes and myself.

     

    New Features

    You will no doubt notice a few changes, but just in case you don't see them all, here is a showcase of the new features which impact the customer directly:

     

    1. Auto Close

    Cases are now going to be automatically followed up on if they are idle for more than 5 business days. This can be turned off on a per-case basis by simply choosing 'No' on the case details 'Allow this case to be auto closed' option.

     

    2. Public Case Navigation

    Have you created a public case yet? If not, please read about it here: http://www.jivesoftware.com/jivespace/docs/DOC-2932 under the section Best Uses for "Allow Case to be Public." And if you have already created a public case, did you notice that it was difficult to get back to your account community after viewing your public case? Well not anymore! If you have created a public case, you can now navigate back to it with the link at the top of the case:

    http://content.screencast.com/users/klassikstile/folders/Jing/media/99c86957-d2c7-4a7b-a101-3823d636720b/linkBack.png

     

    3. Moving towards Account Management

    You now have a couple features which let us take the first steps into account management from the Supportal. Group Membership Widget & Support Status tab.

    The Group Membership Widget can be added to your account community, and it will then show the contacts from your company who have access to your company's cases. You can ask any support engineer to add this widget to your account community!

     

    groupMembership.png

     

    The Support Status tab is a way for you to check if you currently have support with us. If there are any problems with this, please contact us!

     

    http://content.screencast.com/users/klassikstile/folders/Jing/media/2d9a1042-41b0-4e36-924d-37932c53c442/statusTab.png

     

     

    Those are the new features that impact you as the customer, but there are many more changes to the plugin which benefit our support engineers, and the plugin as a whole!

     

    Change which could affect your day to day usage

    We fixed some issues with our account synchronization rules, to more appropriately reflect our underlying account information.  If you no longer see an account community that you believe you should have access to, please email accountsupport@jivesoftware.com.

     

    If you see any other issues, please let me know as soon as you can!

     

    Thanks and enjoy!

    Over the past months we have come to the realization that when it comes to severity of your cases it really comes down to 3 levels:

    1. Critical

    Either your production site is down (cannot be accessed) or there is a problem affecting the users in such a way that the site is unusable. This includes (but is not limited to) events like: Cannot post a discussion, cannot add a comment to a blog post, cannot login, etc.

     

    When events like this happen, please reach out to Support as soon as possible to quickly get things assesed and corrected. The easiest way to do that is to create a case in your support community, and choose the severity 'Critical.'

     

    2. Medium

    While a Medium Severity issue may still be happening on your production site, it only has minor business impact, resulting in some functionality loss.  This can include (again, not limited to) things such as formatting errors, page layout issues, webservices bugs, etc. We know there is sometimes a fine line between medium and critical issues, but we trust you to use your best judgement. If we perceive an issue as mis-categorized, we may change the severity level and explain to you why we have done so.

     

    3. Low

    This is the last severity level. This is intended to bucket all remaining issues that are happening on your staging, UAT, or development site, problems with a widget you are writing, questions on a feature, best practices, feature requests, etc. All issues relating to a non-production site will be re-assigned to low by Jive Support if initially categorized as medium or critical.

     

    When choosing a severity level please keep in mind that there are exceptions to every rule; each company has their own priorities and criteria for defining what is 'mission critical' to their Clearspace instance and business success. We want to accurately understand the impact of each issue you submit, and we feel that moving to 3 severity levels will help us accomplish this to a higher extent.

     

    Your feedback is welcome.

     

     

    Thanks,

    Jive Support

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