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

  1. If you don't have an account on our Jira instance: get one !
  2. Let us know your username: we will then give you the proper credentials to be able to access the support system.

Reporting an issue

When reporting an issue, you will be asked to fill in a form. Your attention to detail will allow us to help you more effectively. Please report your issue with all possible details on how to reproduce the problem, log files in attachment, etc, etc.

You can directly create an issue or click on "Create new issue" and select the "Support - Magnolia" project.

Tip

If you don't see the "Support - Magnolia" project in Jira, the previous step (account setup) was not completed properly. Most likely, you haven't let us know your Jira user name or our support team hasn't assigned the right privileges to you yet. Support requests reported in other projects will most likely be closed or forgotten about (they will lack precious 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.

Stale issues

To keep following up your issues possible, we need to keep their statuses up to date. This might mean that issues where we've 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.