Magnolia Support
If you have a support contract with Magnolia, this page is for you. If you don't, you can still get very valuable help for our users mailing list and wiki.
Account setup
- Create an account on our Jira instance. Use your corporate email address and a personal, identifiable username. Avoid generic usernames such as
it-dept@company.com. - Send us your username. We will then give you the proper credentials to be able to access the support system.
Reporting an issue
Provide lots of details when reporting an issue. This allows us to help you more effectively. Please report how to reproduce the problem, attach log files, screenshots and so on.
You can create an issue directly or click Create new issue and select the Support - Magnolia project in Jira.
If you don't see the Support - Magnolia project in Jira, account setup was not completed properly. Most likely you did not send us know your Jira username or our support team has not assigned the right privileges to you. Support requests reported in projects other than Support - Magnolia will most likely be closed since they will lack the details about your configuration. So please check with us and we will try to make sure you have the correct permissions.
Following up on your issues
At any time, you can see the status of your issues by browsing Jira.
Once a member of the Magnolia Support Team takes your request in charge, it will switch to the In Progress status. If we need more information from you, you will receive an email and the status will be Waiting for customer information. To reply to us, please use the Jira web interface, and the Reply to Magnolia Support action (in the left menu), so that it comes back to us in the proper status. Here too, your collaboration will help us following up with your issue more effectively. Of course, you can always add comments or attachments when needed.
Once the issue is resolved for you, you can Close it immediately. A member of the Magnolia Support Team could also Resolve your issue, in which case you'll have the possibility to Confirm the issue resolution, or Re-open it if you think your issue isn't entirely solved.
