Welcome to Jama Support

Before submitting a support ticket, we recommend visiting the Jama Support Community. There are many how-to articles, API resources, FAQs and user-submitted questions. It is possible you will find your answer there.

If you would like to create a ticket, select Submit a Request above to create a new ticket or Check Your Existing Requests for the status of previous tickets. Please note that tickets must be submitted by one of your organization’s Named Support Contacts.

In order to streamline the prioritization of tickets as they come in, the Support team includes a Severity field on the internal ticket form. A Support engineer will select this value once he or she has assessed the situation using the information provided in the ticket and match it with the below definitions. 

Severity     Definition
1 Jama is down or significantly reduced in a production environment
2 Impaired functionality of a major feature or function in a production environment
3 Problems with Jama running in a non-production environment, functional/general use questions and non-business impacting problems in a production environment

 

When creating a ticket via the website, following the below steps helps us provide the most timely resolution to your question or problem:

  • Add a brief description of the issue to the subject line of the ticket.
  • Summarize the problem you are facing or question you have and add any additional details you believe to be helpful in the description field (browser type & version, screenshots of the issue are helpful).
  • Set a priority to let us know the importance to you.
  • State the Jama version you are currently using and whether this is your production or a test/dev instance.

Select Submit and you are done. A Support ticket will be created.

When creating a Support ticket via email (send to support@jamasoftware.com):

  • Add a brief description of the issue to the subject line of the email.
  • Summarize the problem you are facing or question you have and add any additional details you believe to be helpful in the description field (browser type & version, screenshots of the issue are helpful).
  • State the Jama version you are currently using and whether this is your production or a test/dev instance.
  • Note that when creating a Support ticket via email, the priority will default to 'normal'. A Support Engineer can set the priority retroactively if instructed.

 

If you are facing application errors, it is likely we'll need to take a deeper dive into the issue and will require the logs:

  • For application/installation problems on Jama 8.x (on-premises only) generate and attach the support bundle from the Support tab on the Jama Admin console.
  • For application/installation problems on 2015.2-2015.5: zip up and attach the logs from [tomcat_home]/logs, making sure to include the subfolder contour.
  • For JIH issues (hosted and on-premises) an error report can be created within JIH by selecting Create Error Report from the icon in the left corner.

 

For performance issues, start with this great article on our Community: Troubleshooting Performance Issues - What to Expect