On Monday, May 19th, we launched a new support solution to provide our customers with a better support experience. We are moving from our old email based system, to leveraging our Jive Communities ClearspaceX instance to provide discussion based support via cases. What does this mean for you? Well there are a lot of high level benefits:
No more losing emails in the internet--attachments are particularly bad at causing this
You can now view all your cases with us, and check on the status
You can choose to make cases private or public--knowing that we will respond to both regardless of who can see them.
There are some things to be aware of regarding the new processes:
What About my Existing Open Cases?
All emails sent into Jive will be created as new cases--this will be the primary point for the case moving forward, although we will ensure that your cases' history is maintained so that we do not lose any context when solving your issue.
Your "Personal" Community
When you log into Jive Community (this site), assuming you have an active support contract, and email address, you will now see a new community under the Support Community named after your company. This is a community that only members of your company, and Jive can see. Everything created in here is private. If you are not seeing your Personal Community, please email firstname.lastname@example.org.
You can still send emails, and the system will automatically process and publish them online. As long as you have an account with a valid email address, email will work just fine. Additionally, assuming you have not disabled your watches, you will receive a watch update when we (or someone else if public) responds to your case.
Keeping Track of Cases
After logging in, just navigate to your personal space (your company name). If you don't see it, email email@example.com. Within your space, you will see all your open cases on the overview tab, and a complete history of all your cases on the cases tab. Please note, that due to the new solution, cases processed using the email system will not show up.
How Can my Co-Workers Submit Cases?
Assuming we have a record of your coworker (if not, just email firstname.lastname@example.org), all your coworker needs to do is create an account on jivesoftware.com/community using their work email address, and then they will also see your personal company space. Additionally, your co-worker will also see all your cases, their status, and can create cases themselves.
What are Private and Public Cases?
When you create a case, you have an option to make it public, and to select in which community you want to create the case. The default however is private. We have this set to protect your security, and to ensure that any public information is intentionally shared. When a public case is created it shows up as a discussion in the community you chose. Others can see and respond to your case just like a discussion--in fact they won't even know that it is a case!
When creating the case do not worry if you need to make it private later on. You can make a case public or private at any point throughout the case's history.
Please give us your feedback and let us know what you think. We are constantly striving to improve your experience with Jive Support!
How to set up/use your new space
The attached document contains step by step instructions with screenshots on how to access your private community.
Did you know that we provide free licenses of Clearspace for open source projects and user groups (like JUGs, for example)? I'm guessing that a few of you have side projects working with open source communities or local developer user groups who might be interested in using Clearspace for collaboration.
Here are a few groups using our free licenses already:
Samee from SourceN just published a new widget that can be used to add an expandable tree view of communities to any customized space. The Community Navigation Widget was created at the request of another community member, Eric Tufts who wanted to replicate the functionality of the browse drop-down menu embedded in a space.
Please try it out and provide feedback in the comments area of the plugin.
Don't forget that we have many more plugins and widgets available for download on the Plugins page.
As many of you know we have been working heavily for the last months integrating Openfire with Clearspace. This is the first of a series of blog posts that will cover the things that you are already able to do in Clearspace 2.0 when using Openfire 3.5 and new things that you will be able to do in Clearspace 2.1.
I will start first describing what is Openfire. Openfire is the award-winning, open alternative to proprietary instant messaging. It uses the only widely adopted open protocol for instant messaging, XMPP (also called Jabber). Since XMPP is a standard protocol, it means that clients that understand the protocol can connect to the server. Example of clients are: Pidgin (ex Gaim), Adium, Trillian, Psi, Spark and many others. Moreover, you can also use web clients like meebo or our own SparkWeb client to connect to Openfire.
Openfire can be configured to read the list of users, groups and user authentication from different backends. As of Openfire 3.5 we added the option to instruct Openfire to obtain that information from Clearspace. That means that if you have an account in Clearspace then you can use the same credentials to connect to Openfire and chat with other Clearspace users. If server-2-server is enabled on the Openfire server then you can also chat with GTalk users or other users of other Clearspace instances that installed Openfire. Moreover, you can also chat with AOL, MSN, Yahoo or ICQ users by just installing the gateway plugin in Openfire.
One popular feature in Openfire is called shared groups. Shared groups are groups that are pre-populated in the contact list of your chat client from the server. Clearspace 2.1 will use the shared group functionality to automatically expose your social groups in your roster. That means that if you are part of a social group then all the members of that group will appear in your roster. Next in the list is to expose project team mates and lastly in the list is your friending network.
Next week we are going to cover how to use groupchat from Clearspace.
As you know, we changed a few things in our underlying architecture for Clearspace 2.0, including some changes in the Freemarker templates as a result of moving from Webwork to Struts along with some other changes. In this video, Matt Walker, Professional Services Engineer at Jive Software, talks about the process of upgrading existing themes along with plenty of best practices to make your themes more easily upgradeable in the future.
I wanted to remind everyone that we have a Jivespace weekly group chat scheduled for tomorrow (and every Thursday) from 9-10am Pacific time. During this hour, you can ask any questions about Clearspace development topics to the engineers who wrote the software.
Do you have questions about
how we are using Spring, Struts, Acegi, and more in Clearspace 2.0?
a particularly difficult customization?
writing plugins and widgets?
accessing Clearspace data from other sites using web services?
any other developer topic?
Please feel free to drop in anytime during the hour to ask questions. We also post all of the chat transcripts to Jivespace.