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Jive Platform

4 Posts authored by: hernan.guelman

Today we are announcing Jive's new Cloud Private Preview program for our Cloud customers. If you like being prepared for Jive product releases, testing new features ahead of time, and getting an advance look at the new version, this program is for you.

 

The private preview lets you can see how the updates will affect your Jive-n or Jive-x community—using your actual data and integrations – allowing you to test and fine-tune your configuration to fully prepare for the upgrade.

 

By adding that to your Jive products, you can:

  1. Have more time to prepare and get ready for the next upgrade several weeks before Jive releases it externally, and you get several additional weeks after the release.
  2. Experiment and test year-round as your private instance sandbox is basically - yours! 
  3. Use your own data so you can view the new Jive features in context as they’ll actually appear in your community.
  4. Get familiar with the latest additions and prepare your end users for the changes.

 

 

To start your own Cloud Private Preview, contact your Jive sales representative at: 1-877-495-3700 or simply email us:sales@jivesoftware.com.

 

 

Click here for a full program overview: Jive Cloud Private Preview Program - Datasheet

FAQ page: FAQ - Cloud Private Preview Program

apps-icon--serviceNow-128.png

 

We are glad to add the ServiceNow Incident Management tool to the list of Jive's supported integrations. The new Jive Connector for ServiceNow is built as an add-on and can be installed on any Cloud Jive-x or Jive-n instance effective immediately. This builds on our existing solution for Zendesk and our own Support Center solution.

 

 

 

 

 

 

Main Benefits:

Jive enables community members to ask questions and find answers. Often times, the answers are provided by other community members. However, some questions may go unanswered and it may be challenging to monitor and find such questions in a large community. Unanswered questions may lead to frustrated users... Ticketing systems such as ServiceNow Incident Management are great at making sure each and every question gets handled, but the downside is that your users lose the opportunity to interact with their community, and you lose the opportunity to deflect the support case by having community members help out. With the Jive Connector for ServiceNow, you can have your users ask their questions in the community but know that the connector has your back. You get peace of mind in the knowledge that you will be able to track and manage any open questions through ServiceNow, and your users will always get the answers they need.

 

Jive to SN transform.png

Functionality:

Once installed and configured, the connector will monitor for unanswered questions in one or more places in your community. When a question remains unanswered for a period that goes beyond the defined SLA, a ServiceNow ticket will be created and optionally be associated with a pre-defined assignment group. The ServiceNow incident will include the content in the original Jive question, as well as information such as the original URL, author name and original creation date.

 

It is important to note that once the ticket is created in ServiceNow, there will be no further updates made to the same ticket by the connector even if updates are made to the Jive questions. In addition, updates made to the ServiceNow ticket will not be synced back to Jive. We will be looking at enhancing this functionality in future versions.

 

ServiceNow - incidents in SN.png

 

Installation and Configuration:

Any Jive user with Admin or Community management privileges can install this add-on from the add-ons management screen. Below are the main configuration steps:

  1. Establish a connection between the Jive Connector for ServiceNow and your ServiceNow instance by creating an OAuth API endpoint for external clients in your ServiceNow instance.
  2. (Optional) Configure in the connector the ServiceNow assignment group.
  3. Under "Place Configuration" tab, add all the places you want the connector to monitor, and set the SLA time (in hours).

 

For more detailed information on how to configure the connector, see our ServiceNow Connector

ServiceNow - config- palces.png

FAQ:

 

QuestionAnswer
Which Jive versions and editions are supported?Jive-n & Jive-x, Cloud only.
How do I install the ServiceNow connector?You will need admin or community manager privileges. If you have the correct privileges, go to the the Global Registry's available tab in the Jive instance. If you are in a supported Jive version/edition, you will see the connector in the list of available add-ons to install.
How do I configure the connector?Please see the configuration section in our documentation.
Is there a fee associated with the connector?No. The current version is free of charge for the supported Jive editions.
Which places can the connector monitor?

You can configure the connector to monitor Spaces, Groups and Projects.

Which document types are supported?Only a discussion marked as question is monitored and can trigger creation of a ticket.
Can I combine the Jive Support Center and the Jive Connector for ServiceNow?Yes! Groups that are configured and used by the Support Center can also be monitored by the connector. You can choose to monitor any selection of groups, regardless of whether they are part of your Support Center."

apps-icon--hangouts-96.png

 

At Jive, we are constantly looking for ways to make it simpler and easier to integrate Jive with your existing tools and workflows. In support of that goal, we're delivering today the new Jive connector for Hangouts.This new connector is built as an add-on, and can be installed to a Jive instance on demand via our add-on framework. When installed, your Jive users will be able to initiate Google Hangouts meetings from within the Jive community, as long as they have a Google Hangouts account.

 

 

 

 

Functionality:

The add-on allows users to initiate any of the following two actions:

hangouts icon.png

Hangouts video meeting. Will use the participant's email address to initiate a video hangouts and can be created with a single or a group of participants.

phone icon.png

Hangouts call. Will use the participant's phone number to initiate a hangouts phone call and is limited to a single participant.

 

To facilitate quick transition from Jive to communicating with the right person or group of people, the add-on adds the appropriate actions in the following places:

 

Contact a specific person from his profile page or hover card

hangouts profile.pnghangouts hover.png

Or start a group hangout with the people that collaborate on a document or are members of a space. By clicking on the "Start Hangouts" action under the APP ACTIONS section, you will be able to review, add or remove people from the conversation before launching hangouts:

hangouts document.png

 

Installation and Configuration:

Easy installation and configuration was one of our top priorities. That is one benefit for packaging this new capability as an add-on. Any Jive user with Admin or Community management privileges can install this add-on from the add-ons management screen. In addition, because it is installed as an add-on, it can be added to Cloud, Hosted and On-prem instances at any time. Updates and bug fixes will be deployed on demand.

 

When it comes to configuration, the add-on has only two pieces of information it requires in order to function properly: A user's email address and a user's phone number. The email is used to initiate video calls. The phone number is required to initiate phone calls. All you need to do is configure the names of the fields that contains the phone number and the email address in your Jive's instance user profiles. Notice that phone calls are only enabled when initiating a 1:1 hangout via the profile or hover card. For video conferencing or when contacting multiple participants, email address must be provided for all participants.

hangouts configuration.png

 

FAQ:

 

Question

Answer

Which Jive versions and editions are supported?Jive-n, Cloud, Hosted & on-prem versions 7.0.3.1+
How do I install the Jive Connector for Hangouts?You will need admin or community manager privileges. If you have the correct privileges, go to the the Global Registry's "available" tab in the Jive instance. If you are in a supported Jive version/edition, you will see the connector in the list of available add-ons to install.
Is there a fee associated with the Hangouts connector?Yes. Please see your sales representative for details.

apps-icon--hangouts-96.png

At Jive, we are constantly looking for ways to make it simpler and easier to integrate Jive with your existing tools and workflows. In support of that goal, we're delivering today the new Jive connector for Hangouts.This new connector is built as an add-on, and can be installed to a Jive instance on demand via our add-on framework. When installed, your Jive users will be able to initiate Google Hangouts meetings from within the Jive community, as long as they have a Google Hangouts account.

 

 

 

 

Functionality:

The add-on allows users to initiate any of the following two actions:

hangouts icon.png

Hangouts video meeting. Will use the participant's email address to initiate a video hangouts and can be created with a single or a group of participants.

phone icon.png

Hangouts call. Will use the participant's phone number to initiate a hangouts phone call and is limited to a single participant.

 

To facilitate quick transition from Jive to communicating with the right person or group of people, the add-on adds the appropriate actions in the following places:

 

Contact a specific person from his profile page or hover card

hangouts profile.pnghangouts hover.png

 

Or start a group hangout with the people that collaborate on a document or are members of a space. By clicking on the "Start Hangouts" action under the APP ACTIONS section, you will be able to review, add or remove people from the conversation before launching hangouts:

hangouts document.png

Installation and Configuration:

Easy installation and configuration was one of our top priorities. That is one benefit for packaging this new capability as an add-on. Any Jive user with Admin or Community management privileges can install this add-on from the add-ons management screen. In addition, because it is installed as an add-on, it can be added to Cloud, Hosted and On-prem instances at any time. Updates and bug fixes will be deployed on demand.

 

When it comes to configuration, the add-on has only two pieces of information it requires in order to function properly: A user's email address and a user's phone number. The email is used to initiate video calls. The phone number is required to initiate phone calls. All you need to do is configure the names of the fields that contains the phone number and the email address in your Jive's instance user profiles. Notice that phone calls are only enabled when initiating a 1:1 hangout via the profile or hover card. For video conferencing or when contacting multiple participants, email address must be provided for all participants.

 

hangouts configuration.png   

 

FAQ:

 

QuestionAnswer
Which Jive versions and editions are supported?Jive-n, Cloud, Hosted & on-prem versions 7.0.3.1+
How do I install the Jive Connector for Hangouts?You will need admin or community manager privileges. If you have the correct privileges, go to the the Global Registry's "available" tab in the Jive instance. If you are in a supported Jive version/edition, you will see the connector in the list of available add-ons to install.
Is there a fee associated with the Hangouts connector?Yes. Please see your sales representative for details.

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