How to Get the Most Out of the Jama Software Support Portal

Welcome to the Jama Software support portal. Whether you're looking for a quick answer, need help troubleshooting an issue, or wanna request a solution or training offer, you're in the right place. With over eight hundred knowledge-based articles, the portal has become an invaluable resource for our customers.

To make the most of this resource, bookmark the page and share it with your team. Let's walk through some of the portal's most powerful features, starting with the intuitive search bar. You can type in keywords like permissions or OAuth, allowing you to find relevant articles instantly.

This is the fastest way to get the answers you need.

Below the search bar, you'll notice that resources are organized by category.

Let's take a look at Jama Connect as an example.

You also have subcategories, process best practices, common questions and troubleshooting, and developer resources.

Each category may have slightly different subcategories.

This organization lets you quickly find the most relevant resources for your needs. You can also follow updates at the category, subcategory, or article level to stay informed about any changes.

Please provide feedback on the articles. If you don't have a support portal account, you can follow the instructions for creating a support portal account to get started.

You have two ways to provide feedback at the bottom of each article.

Was this article helpful? Yes or no. End comments.

Comments are where you can provide more detailed feedback if something is unclear, outdated, or missing. Again, you must sign in and have a support portal account before reading an article or leaving a comment.

And note that comments are public, so please avoid sharing sensitive information.

To return to the home page, click the Jama Software logo in the site's upper lefthand corner.

Scrolling further down, the promoted article session highlights popular resources that address common customer questions and issues, helping you find quick solutions.

The top three navigation options provide direct access to essential resources.

The only connect user guide, the only software user community, and forms for submitting requests to support and solution offering teams.

Everyone can access our support portal and knowledge base. However, due to contractual and security policies, submitting an advanced support request, solutions, or training offerings requires being a named support contact or an NSC.

A common question we get is, can teams use a distribution list or a group email as a named support contact?

Unfortunately, no. Each NSC must be an individual user to ensure secure and efficient support interactions.

Now let's walk through some tips for submitting a request.

We'll use the Jama Connect cloud support form.

You wanna begin by entering your email address, and you can add other relevant users using a comma to separate them.

Please provide a clear subject.

As you do so, suggested articles will appear based on your title selection.

Specify the product your issue or question is about.

Provide the cloud version and your Jama cloud URL, especially if you have more than one instance.

Providing the date and time of the instance helps us review logs.

Indicate if the issue is affecting production. Outages are prioritized.

Confirm login permission if we need to access your instance.

The priority is your opportunity to let us know the business impact of the issue. This helps our team determine how to allocate resources and respond to requests effectively.

Please describe the issue in detail.

Include the steps to reproduce it, the number of impacted users, any relevantchanges before the incident, and the browsers where the behavior can bereproduced.

Finally, attach relevant screenshots, videos, browser details, and vaults for faster troubleshooting.

Following these steps will help us resolve your request quickly and accurately.

Meme support contacts can also access chat support by clicking on the conversation bubble in the lower right-hand corner of every page of the support portal.

Chat is a great solution if you need a quick answer, while more complex issues should be submitted as support requests.

The knowledge base is successful again for everyone.

Bookmark this page, share it with your teams, your name support contacts, andstart exploring today. Your feedback helps us improve the portal, making it even better for everyone.

Thank you for choosing Joma Software. We're excited to support your success.