The purpose of this document is to provide a step by step guide on how to log cases within your Jive Community Support group. All customers are designated a secret Support group with restricted access on the Jive Community. This will be the primary method of reaching Jive; whether your question is technical or account related.

 

Logging in to the Jive Community

  • Go to Welcome | Jive Community and login in the upper right-hand corner.
    • If you're new to Jive, register as a new user, and use your company email. You'll receive an email with your login credentials.
    • Please instruct other users who will have access to your support group to register and join the community.
  • Navigate through the Jive Community to build your comfort:
    • Home: General landing page.
    • Browse: Search the community for Content, People, and Places. All available content in your Community, i.e.: Blogs, Documents, Discussions, Polls, Events, etc.
    • Connect: Developer and Community Manager spaces.
    • Get Help: Search Jive documentation, Knowledge Base, Community Support space, My Account, MyJive Group.
      • My Account - If you aren't able to access, please reach out to Support and request access. This section allows you to access and download your Jive license.
    • Explore: Product places and blogs.
    • Apps: Jive Community Apps market.
  • Go to the Home menu, and select Notifications in your inbox. Then, accept the invitation to your Support group.


Accessing your Supportal (Secret Support group)

  • Go to Get Help at the top of the page, and then select MyJive Group.
    • Note: If you land in the "Jive Customer", then you still need to accept your invitation to your group.
  • In your Support group you'll see the following:
    • Overview: Activity taking place in your group, including recent content and open cases, as well as environment information and actions you can perform.
    • Content: Houses documents and discussions created within your Support group, lists all cases created and reflects environments associated to the group.cases.  .
    • People: Here you can find all the current members of your Support group.
    • Projects: Displays any active Professional Services engagements.
  • Actions:
    • Invite people to Join - When you've established who within your company will have access to your Support group, then you may invite members by clicking on "Invite people to join this group". For security purposes, Jive does not manage membership.
      • Once you send the invitation, the user will see a notification in their inbox and the option to accept or reject the invitation. They will also receive an email with a link to "Join this Group."
      • Once a user accepts the invitation, final approval is done by the Group Administrator.
    • If you haven't established a Group Admin, please submit a case to request permissions. You may have more than one administrator.
    • Creating a case:
      • To create a case, select "Start a case" under the Actions widget on the right of the Overview page. This will open a new case page.
        • Title: Enter a subject line that best describes your issue. Note: Support Engineers may rename cases for tracking purposes.
        • Body: Be as descriptive as possible in the body. Feel free to include screenshots, error messages, or other details regarding your issue.
        • Case Details:
          • Severity: Select the level that best fits your situation. This is broken into three areas:
            • 3: Low - Non-Production related issues and questions. i.e. general inquires, account related, etc.
            • 2: Medium - Minor impairment in functionality on a Production or UAT instance.
            • 1: Critical - Reserved only for emergency situations with UAT or Production instances where users can not access the site or a specific function. Severity 1 cases are monitored 24/7 and will be handled with utmost priority.
          • Product: Select the product that best reflects the issue.
          • Environment: Select the environment in which the issue pertains to.
        • Tags: You can add tags to the case for easy referencing and searches by coworkers in the future.
        • Post your case.
    • Escalating a Case:
      • If you believe a case you previously submitted is not receiving the Support attention it requires within the SLA, you can escalate the case by clicking "Request Escalation" under Actions on the right-hand side of the case. When a case is escalated, our Escalation Managers are notified and will respond as quickly as possible. Please note that escalating a case does not change the SLA or severity level. If the issue is a Sev1 or becomes a Sev1, i.e. your production site is non-functional, then please create a separate case and assign it a Severity level 1.


Engaging your Jive Support Engineer

    • Depending on the level of Support you have purchased, your SLA will vary. All cases will receive a response within 24-hours.  Please consult your Jive Support Services contract for specific details.
    • Jive Engineers will often request additional details around the issue you're encountering to further troubleshoot and identify the root cause. Please respond to the case accordingly and as soon as you're able to obtain the information.
    • If you prefer to discuss your inquiry over a meeting, please submit a case and coordinate with the assigned Support engineer to schedule a time that best suits your availability.