Need help with Magnolia? If you have a support contract with Magnolia International, you can enter support requests into our Jira issue tracking system. If you don't have a support contract, you can still get very valuable help from the mailing lists and wiki.
If you don't have a Magnolia support account yet, please contact Magnolia Sales at email@example.com and include the following information:
- Name. Please give your personal name. Don't use a shared account. We are happy to create two accounts if needed.
- Client. This is needed if you are working for a client who already has a contract with Magnolia International.
- Email address. Please provide an individual email address at your company, not a generic account such as firstname.lastname@example.org.
- Phone number where we can reach you.
On reporting issues in general
Please 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.
Ticket’s SLA is set depending on the reporter of the ticket. New tickets created in need of a customer with a higher SLA have to be reported by the customer and make it visible to the involved accounts following the instructions defined in section Making issues visible to team mates. Making it visible to the involved accounts will allow partners or teammates edit and comment on it.
Select from the following issue types:
- Support Request. The product license determines the available product support options.
- Magnolia Malfunction. Use to ask for help with any kind of problem related to corrupted repository, missing documentation or malfunctioning Magnolia code. Covered by support agreement.
- Installation and Migration. Use to request help with initial installation of Magnolia or for help with migration of Magnolia to a newer version or different type of configuration. Covered by support agreement.
- Development Support Request. Developer support is available for Magnolia Partners and Magnolia Enterprise Edition customers only. We use a range of online communication tools to ensure that support is provided by our experts to your developers.
Betas are not supported
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.
When reporting an issue, the more information you provide, the better we can address your issue. Here's how to collect information from your system.
There arecontent, data and configuration. The most common is exporting XML.
To export XML:
- Right-click a node to export the node and its children.
- Select Export. Accept any system requests to download file containing XML.
The resulting XML file contains the node hierarchy. File name matches the path in the repository. For example, when you export Configuration >
/modules/adminInterface/controls the file name is
config.modules.adminInterface.controls.xml. When Magnolia Support imports the file it will recreate your node hierarchy in their Magnolia instance.
Error messages tell you which Java class produces the error. This is vital information for finding the root cause of an issue.
The first task in tracing errors is to identify the fully-qualified name of the Java class.
Example: Magnolia was unable to send mail. The fully-qualified name of the Java class where the error was raised is
The class name is not always available. For example, in Freemarker templating errors only a stack trace is displayed, no class name.
A stack trace is a sequence of nested functions called up to the point where the stack trace is generated. The error log displays the stack trace up to function where the failure occurred.
Errors are dealt with sequentially. Magnolia logs the error that first caused the failure. Rectifying the first error does not always solve the problem entirely but will help you to find the ultimate source. For example, if you try to send email and there is both a templating error and an error in your SMTP configuration, you will first need to resolve the templating error before you can see that there is also an authentication issue.
Once you know class name, configure logging to get more details.
Reading the troubleshooting documentation
Read the troubleshooting documentation that includes solutions to common issues.
Reporting a security issue
If you find a security vulnerability in Magnolia, please always report it in the SUPPORT project:
Issues in the SUPPORT project are private to Magnolia and the issue reporter.
Magnolia Support team will investigate and take appropriate action. Our goal is to keep the vulnerability private. 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.
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.
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.
Reporting via the About app
You can create a JIRA issue directly in the About app.
- Click the Report an Issue tab in the app.
- Login with your JIRA credentials.
- Select issue type.
- Enter details in the dialog.
After submission, reported issues display and can be accessed from the Report an issue tab. You can then log into JIRA and add more information to your report by, for example, uploading configuration files etc.
Reporting via Jira
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.
Moving an issue into the Support project
To move an issue entered into another project into the Support project:
- Open the issue in Jira.
- Click More actions > Move.
- Set New Project to Support - Magnolia.
- Set New Issue Type to Support Request.
- Click Next and fill the environment details.
Making issues visible to team mates
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.
If you don't have a Magnolia support contract and therefore no support account, you can still get some help from the community. Describe your issue on the forum, paste logs to a text storage service such as pastebin.com and link to them from your forum post. Don't paste large amounts of text in the forum post itself.
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