The purpose of this document is to provide a step by step guide on how to create new support cases within your JiveWorks MyJive support group. All customers are designated a secret MyJive support group with restricted access. Only specific people from your organization, as well as Jive employees, will be able to access this MyJive support group and the content in it. The MyJive support group is the primary method of reaching Jive; whether your question is technical or account related.
Check out MyJive Secret Support Group Administration FAQ if you have questions about how to access, manage, and administrate your MyJive group.
Accessing your MyJive secret support group
To go to your MyJive group go to Product & Support > My Jive Group
Note: If you land in the "Jive Customer", then you still need to accept your invitation to your group.
Creating new support cases
Once you're in your MyJive group you will see a banner with several actions:
Click the Start a Private Case for Jive Support button to open a new support case.
You can also click the pencil icon in the top right navigation bar and click Case to open a new support case.
Managing your support cases
In your MyJive support group you will also have a list of all open support cases. You can filter cases by status, as well as cases that belong to either you or your entire organization.
Engaging your Jive Support engineer
Depending on the level of Support services you have purchased, your SLA and initial response times will vary. 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.
More helpful information can be found here: Best Practices: 11 Steps for Quick Case Resolution