Submit a Request to Jama Software

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

Jama Software®
Solutions Offering, Training, or Technical Services
Manage Named Support Contacts (NSCs)

Summary

Use the Jama Software® Support Portal to submit requests for technical Support, Named Support Contact (NSC) management, and available services or training.

The request type you select determines what information is collected and routes your request to the appropriate Jama Software team.

To submit a technical Support request, you must be an authorized Named Support Contact (NSC) for your organization and have an individual Support Portal account associated with your company email address.

Creating a Support Portal account does not automatically make you an NSC. For information about NSC eligibility, setup, or changes, see Manage Named Support Contacts (NSCs).

Resolution

Sign In to the Support Portal

Go to the Jama Software Support Portal.
Select Sign in and enter the credentials associated with your Support Portal account.
After signing in, select Submit a Request.

If you do not have a Support Portal account, see How to Create a Jama Software® Support Portal Account for registration and account verification instructions.

To submit a technical Support request, you must also be an authorized Named Support Contact (NSC). If you are an NSC but do not see Submit a Request, confirm that you are signed in with the company email address associated with your NSC access. See Manage Named Support Contacts (NSCs) for additional guidance.

Select a Request Type

Choose the request type that best matches the assistance you need. Available options may include:

Jama Connect Cloud
Jama Connect Self-Hosted
Jama Connect Interchange™
Solutions Offering, Training, or Technical Service
Named Support Contact (NSC) Management
Privacy Request

The request type determines what information you are asked to provide and helps route your request to the appropriate Jama Software team.

Submit a Technical Support Request

Provide enough information for the Support team to understand the issue, its impact, and how to investigate it. Complete information helps Support investigate your request more efficiently.

Include the following when applicable:

A clear description of the issue.
The expected behavior and actual behavior.
Clear steps to reproduce the issue.
Whether the issue occurs consistently or intermittently.
The business impact and number of affected users.
The affected Jama Connect environment and version.
Relevant project, item, or other IDs.
Browser, operating system, database, or other environment details.
Exact error messages rather than paraphrased messages.
Relevant screenshots, logs, or other attachments.

Keep each Support request focused on one issue. Submit separate requests for unrelated issues so each can be tracked and investigated independently.

Complete all required fields on the request form and select Submit.

Important: Do not include passwords, credentials, access tokens, private keys, or other sensitive authentication information in your request or attachments.

Submit a Technical Service or Training Request

To request an available solution offering, technical service, or training:

Select Submit a Request from the Support Portal.
Choose Solutions Offering, Training, or Technical Service.
Provide the requested information about your organization and the assistance you are seeking.
Select Submit.

Jama Software will route your request to the appropriate team for follow-up.

After You Submit a Request

After submitting a request:

You will receive a confirmation email containing your request number.
You can view your requests and their current status from the Support Portal.
Replies submitted through the Support Portal are added to the request.
You can also reply to the request's email thread to communicate with the assigned Jama Software team.

For technical Support requests, a Jama Software Support Engineer will review the information provided and respond in accordance with your organization's Support entitlements and the request's priority.

Unable to Submit a Request?

If you cannot access the Support Portal or do not see the appropriate request option:

Confirm that you are signed in with the correct company email address.
If you recently created your account, confirm that you completed the email verification process.
If you need to submit a technical Support request, confirm that you are an active Named Support Contact (NSC).
See How to Create a Jama Software® Support Portal Account for account registration or verification guidance.
See Manage Named Support Contacts (NSCs) for NSC access or management guidance.

If you still need assistance, contact your organization's Jama administrator, another active NSC, or your Jama Software Customer Success Manager.

Additional Resources

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