Submit a Request to Jama Software

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

Jama Connect®
Jama Connect Interchange™
Jama Connect MCP™
Jama Connect Advisor™
Jama Connect Datatap™
Request a Solutions Offering
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. Each NSC must have an individual Support Portal account associated with their company email address.

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.
If you do not have an account, select Sign up and register using your company email address.
After signing in, select Submit a Request.

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 troubleshooting.

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™
Request a Solutions Offering, Training, or Technical Service - Success Catalog
Named Support Contact (NSC) Management
Privacy Request (GDPR / CCPA and Other Privacy Right Requests)

Selecting the appropriate request type helps route your request to the correct Jama Software team and displays the information required for that request.

Submit a Technical Support Request

Before submitting a technical Support request, gather as much relevant information as possible. Providing complete information when you open the request can help Support investigate the issue more efficiently.

Include:

A clear description of the issue.
The expected behavior and actual behavior.
Steps to reproduce the issue.
The frequency of the issue, such as whether it is consistent or intermittent.
The business impact and number of affected users.
Relevant Jama Connect environment and version information.
Affected project, item, or other relevant IDs.
Browser, operating system, database, or other environment details when applicable.
Exact error messages.
Relevant screenshots, logs, or other attachments.

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 Services or Training Request

To request an available solution offering or training:

Select Submit a Request from the Support Portal.
Choose the applicable services or training request type.
Provide the requested information about your organization and the assistance you are seeking.
Select Submit.

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

After You Submit a Request

After submission:

You will receive a confirmation email containing your request number.
You can view your requests and their current status from the Support Portal.
Replies sent 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.

Help Us Resolve Support Requests Faster

When reporting a technical issue:

Provide clear, reproducible steps whenever possible.
Include exact error messages rather than paraphrasing them.
Attach relevant logs and screenshots when you initially submit the request.
Clearly describe the business impact and affected users.
Provide environment and version information relevant to the issue.
Keep each request focused on a single issue. Submit separate requests for unrelated problems so each issue can be tracked and investigated independently.

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.
Verify your Support Portal account if you recently registered.
For technical Support access, confirm that you are an active Named Support Contact (NSC).
Contact your organization's Jama administrator, another active NSC, or your Jama Software Customer Success Manager if you need additional assistance.

Additional Resources

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