Magnolia 4.5 reached end of life on June 30, 2016. This branch is no longer supported, see End-of-life policy.
Need help with Magnolia? If you have a support contract with Magnolia International, you can enter support requests into our Jira issue tracking system.
Bugs, enhancement requests and support requests are managed in Jira issue tracking system.
If you don't have a Magnolia support account yet, please contact Magnolia Sales at email@example.com and include the following information:
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. Create an issue directly or click Create new issue and select the Support - Magnolia project in Jira.
If you do not see the Support - Magnolia project in Jira, you do not have a support account. Send us the details listed above. Support requests reported in other projects will be closed since they lack details about your configuration.
If you find a security issue, don't report it in Jira where it becomes public knowledge and open to exploits. Send mail to firstname.lastname@example.org instead. The Magnolia Support team will investigate and take appropriate action.
We take security seriously and aim to provide patches promptly. The best way to stay secure is to always keep your Magnolia instances up-to-date.
To move an issue entered into another project into the Support project:
By default, support issues are only visible to the reporter (you) and Magnolia International Support staff. If you want to grant your team mates access to the issue, type their account names into the Visible to field. You need an Enterprise support account in order to create and edit issues.
Beta versions of Magnolia are not supported. They are not official production releases or intended for production use. Please do not file support tickets for betas. Report and discuss problems on the forum instead.
Select from the following issue types:
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.
Issues where we have been waiting for feedback for a certain amount of time might get closed automatically. You'll always have the possibility to Re-open issues, even if they have been closed this way.
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