Jama Connect® Self-Hosted Scope of Support

Amanda Jennewein
Amanda Jennewein
  • Updated

Author: Amanda Jennewein

Date: February 13, 2024

Audience: Self-hosted customers


When introducing Jama Connect® to the enterprise, customers can opt to

a) use Jama Connect Cloud, where Jama Software engineers maintain the server health and deploy new versions or

b) self-host Jama Connect on their servers (choosing self-hosted Jama Connect requires many resources and specialized skills).

Given the configurability of Self-Hosting Jama Connect, we have defined what is in the scope of support for Jama Software's Customer Care team. We consider our scope of support (and whether an issue qualifies for full or reasonable-effort support) when we work on tickets, escalate issues to the Product Development team, or issue patch releases. This updated scope of support is more specific than previously defined.


Essentially, this diagram defines what Customer Care can fully support: the Jama Core and associated containers and the setup of SAML connection(s). To ensure full supportability, Jama Software will recommend OS and memory configurations, storage drivers and settings, and other supported software pertinent to running Jama Connect smoothly. We cannot support networks or traffic controls but may provide recommendations for best compatibility. In other words, we support the Jama Core configuration settings to enable its interaction with accessory servers and services (e.g., the database server) but not the underlying network infrastructure.

  • Traffic Control: We can provide direction if your app server has issues connecting to your database, but we cannot troubleshoot firewall/proxy/iptables issues.

  • Jama App Server: We generally support this server and its contents and will make recommendations for configurations. The critical factor in supporting the app server is that no other databases or apps reside on it besides Jama Connect.

    • Containerd: A container runtime that manages the spaces for the containers to run.

    • Replicated KOTS: Replicated KOTS orchestrates Jama Connect's Docker containers. We require unique licenses for each deployment (these are .yaml files uploaded to the KOTS admin).

      • kotsadm (UI): This is the core KOTS Admin pod. It is responsible for all the administrative tasks in the KOTS application.

        • Admin console: This pod runs the web interface you access to manage your KOTS applications. It handles deployment, configuration, and updates through a user-friendly interface.

        • Deployment engine: It orchestrates deploying and scaling your KOTS applications within your Kubernetes cluster.

        • Preflight checks: Before deploying any application, this pod runs checks to ensure your cluster is compatible and ready, preventing deployment failures.

      • kotsadm-postgres: This pod is dedicated to running the PostgreSQL database used by the KOTS admin service. It stores information about your KOTS application, users, and configurations.

      • kurl-proxy-kotsadm: This pod runs the kurl proxy, which is a secure tunnel between your local machine and the KOTS Admin service inside the Kubernetes cluster.

    • Tenant Manager: ​This service takes care of the initial provisioning of Jama Connect and applying your Jama license on subsequent startups if it has been updated. When new versions of Jama Connect are available, the Tenant Manager enables upgrading to the latest version when you opt to do so. This pod deletes itself after performing its tasks.

    • Connect Drainer: Is responsible for “draining“ Jama Connect before upgrading to avoid issues. It prepares Jama Connect by telling it to unschedule and stop any quartz jobs that may be running.

    • Jama Core: This container contains the following required services -- 

      • Tomcat: This app server container is not configurable.

      • API: Users may rely on the API for batch transactions or scripts. Customer Care will assist for up to one (1) hour per case.

      • Velocity/BIRT: These two reporting engines can engage with Jama Connect. Customer Care will assist for up to one (1) hour per case.

      • Java: Like many web applications, Jama Connect relies on Java due to its robustness and versatility. If needed, Customer Care can assist with JMX settings.

    • Search Service: ​The Search Service performs Jama Connect-specific search functions, relying on the OpenSearch service to collate data from the Jama Core service. It allows fast data access for a large set of functions within Jama Connect.

    • OpenSearch: ​This is an open-source fork of Elasticsearch and Kibana. It provides a secure, high-quality, fully open-source search and analytics suite.

    • Diff: The Jama Diff service helps compare different versions of documents and visualize the changes in a clear and user-friendly way, both in the UI and in generated reports.

    • SAML IdP (internal+external): Customer Care does not support the configuration of the IdP but will assist in the setup and troubleshooting of the SAML cloud server to Jama Connect.

    • OAuth Stands for “Open Authorization,” a standard designed to allow a website or application to access resources hosted by other web apps on behalf of a user. It is designed primarily to grant access to a set of resources, for example, remote APIs or user data.

    • Nginx: A common web server, the Nginx service primarily provides load-balancing functionality between the various microservices running within the Jama Connect install.

    • ActiveMQ: This is the most popular open-source, multi-protocol, Java-based message broker. Jama uses this to manage its many jobs, such as processing emails and batch operations.

    • Hazelcast: Hazelcast is an open-source In-Memory Data Grid. It is used for database caching, providing in-memory access to frequently used data at fast speeds.

    • SSO (Crowd/LDAP): Customer Care does not support the configuration of the IdP but will assist in the setup and troubleshooting of the connection to Jama Connect.

    • Mail Server: Customer Care will support connecting Jama Core to your mail server but not the mail server's configuration.

    • Database Server: Customer Care will provide server requirements and support the Jama app server connection. Unfortunately, we won't be able to provide database server sizing requirements because that depends on your usage and platform.

    • Local Storage: Customer Care will provide recommendations on storage space size but will not assist with mounting, partitioning, or provisioning disk space.

    • Jama Connect Interchange™ (JCI) allows customers to integrate Jama Connect Cloud or Self-Hosted deployments with other best-of-breed tools to automatically sync requirements and run complex calculations, logic statements, and other Excel operations.

    • Planview Hub (formerly Tasktop): Customer Care does not directly support Planview Hub and will connect you to Planview for issues not caused by Jama Connect.


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