Overview

Your Hosted or Cloud Instance’s SSL Certificate is about to expire. 

• You want a new CSR from the Jive team so that you can purchase a new SSL certificate. 
• You want the Jive team to then install the new SSL certificate.

Solution

Contact customer support with the below information, so that they can generate the appropriate CSR:

• ​​Recipients Email 
• Does this need to be a wildcard certificate? 
• Domain: Domain Name (CN) for which the CSR is needed.
• DNS-Names (if there are alternative domain names)
• Subject [Replace the text in brackets]: 
• Organization: [ABC Company] 
• Organization Unit: [ABC Company IT Dept.] 
• Locality: [New York City] 
• State: [New York] 
• Country: [US] 
• Email Address: [john.doe@alpha.com]

After you send this, customer support will have a CSR generated, which they will share with you. You can then use the CSR to purchase an SSL certificate from a 3rd party provider. Provide us with the following, once you have the new SSL certificate:

• The primary SSL certificate
• The private key
• The Intermediate Certificate (if applicable)
• Trusted root certificate

Optionally a PEM file with the entire trust chain (this can be generated from the three pieces above) See this article on PEM creation.

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Steps to follow when you receive a CSR request from a customer

You should raise an SFIT request to generate a CSR with the CSR information shared by the customer. If the customer shares any alternate DNS Domain Name entries (e.g. vod-mi.customer-cdn.com and sconnect.customer.com, etc.), then please include them in the above request. Share evidence of creating the request (a screenshot) on the customer ticket as an internal note.

Note: The SFIT request generated above should be shared with the “central support” user so that future agents can follow up on its status. The SFIT request has a “Share” link, as in the below screenshot.

The CSR and KEY files received as a result of the above request should be shared with the customer, so that they can purchase an SSL certificate.

Steps to follow when you receive the SSL certificate from the customer

1. Create a Jira in JVHOPST (for Hosted) or JVCLD (for Cloud). See this example. Also, see the Jive Routing Table for the latest information on which project codes to use.
2. For the field “Link to Change Runbook”, you can include a dummy link.
3. Attach the received files to the above Jira
1. The main SSL certificate file
2. Intermediate Certificate file
3. The private key
4. Trusted Root Certificate
5. PEM file (if provided by customer).

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