How Can I Open a Support Ticket?

Published Date: April 22, 206
Validated: Yes
Audience: Everyone
Products and Versions Covered:

Jama Software® Support

Summary

If you need assistance from Jama Software® Support, you can create a support ticket through the Jama Support Portal. This ensures your request is tracked, prioritized, and routed to the appropriate support engineer. You must be a Named Support Contact (NSC) for your Company to submit a request.

Resolution

Before You Open a Ticket

To help speed up resolution, gather the following information:

Description of the issue and expected behavior
Steps to reproduce the problem
Screenshots, error messages, or logs (if applicable)
Jama Connect® environment details (Cloud or Self-Hosted)
Affected project or item IDs (if relevant)
Frequency of the issue (always, intermittent, etc.)

Steps to Open a Support Ticket

Go to the Jama Software® Support Portal
- Navigate to the official Jama Support site.
Sign In
- Log in using your Jama account credentials.
- If you do not have an account, select Sign Up to create one.
Create a New Request
- Click Submit a Request or Open a Ticket.
Select the Appropriate Request Type
- Examples include:
  - Jama Connect Cloud
  - Jama Connect Self-hosted
  - Jama Connect Interchange™
  - Named Support Contact Management
  - Requested Solution Offering
Fill Out the Ticket Form
Provide as much detail as possible:
- Subject (clear and concise summary)
- Description (full explanation of the issue)
- Impact level (Priority)
- Environment details: version, module, database, operating system, browser, etc.
- Attachments (logs, screenshots, etc.)
Submit the Ticket
- Click Submit to send your request to Support.

After Submission

You will receive a confirmation email with your ticket number.
A Jama Support Engineer will review and respond based on priority and severity.
You can track updates and communicate directly through the Support Portal or email thread.

Tips for Faster Resolution

Be specific and include reproducible steps
Attach relevant logs or screenshots early
Indicate urgency or business impact clearly
Group related issues into a single ticket when appropriate

Need Additional Help?

If you're unable to access the Support Portal, contact your internal Jama administrator, Named Support Contacts, or Jama Software Customer Success Manager for assistance.

Additional Resources

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