Overview

This article explains the best practices when filing support cases. Following these suggestions will greatly speed up the resolution.

It is important that you file a new case for each individual or separate issue you may be experiencing. Jive Support will only handle individual issues per support case. If separate issues are identified in a single case then the support agent will branch the issues out to separate cases.

Solution

Following is a list of points you should follow to get started for a quick and efficient case resolution:

1. Provide a meaningful case title
   
   
2. Specific and reproducible steps. If it is not possible to reproduce the issue, list the steps performed on the exact date, time, and timezone the issue occurred.
   
   
3. Actual behavior you observe.
   
   
4. Expected behavior you do not see.
   
   
5. Does the issue happen every time, or does it happen occasionally?
   
   
6. Are you able to reproduce in a separate environment? (e.g., Preview, UAT, SIT, Staging, etc.)
   
   
7. Does the issue happen for all users, some users, or only a specific user?
   
   
8. Does the issue happen on all browser types or only specific types of browsers (e.g., Chrome, Firefox, Internet Explorer)?
   
   
9. Can you provide a screenshot or video of the issue you see?
   
   
10. Attach relevant logs:
    • If On-Premise - attach relevant logs and include date/time stamp for when the issue was observed: in Jive 6.0.3 or newer, attach sbs.log, in 6.0.2 or older, attach sbs.out.
    • Finding the Jive for Office and Outlook Logs
    • Whenever possible Sending Your Browser's Developer Tools Console Errors to Jive Support
      
      
11. Are there any configurations or custom plugins specific to your environment or recent changes Jive should be aware of while troubleshooting?