Support for Magnolia cloud customers

Need help with your cloud deployment of Magnolia? As you have a support contract with Magnolia International, you can enter support requests into our Jira issue tracking system. In addition, you can also get very valuable help from the mailing lists and wiki.

Jira account

Magnolia clients can use their Magnolia account to access the JIRA issue tracking system, Confluence wiki, Git version control and Nexus repository.

If you don't have a Magnolia support account yet, please contact Magnolia Sales at info@magnolia-cms.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.
• Company
• 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 support@company.com.
• Phone number where we can reach you.

Reporting an issue

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. Create an issue directly or click Create new issue and select the Cloud Support project in Jira.

Issue types

Select from the following issue types:

• Support Request. Use for configuration or development advice. The number of hours spent on this type of issue is not unlimited but is governed by the clause of your service level agreement or product agreement with Magnolia International.
• Cloud Malfunction. Use to ask for help with any kind of problem related to corrupted Cockpit instance, missing documentation or malfunctioning Magnolia code. 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.

Exporting configuration

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 are several ways to export content, data and configuration. The most common is exporting XML.

To export XML:

1. Right-click a node to export the node and its children.
2. 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.

Reporting a security issue

If you find a security vulnerability in Magnolia, please report it privately:

• Enter a SUPPORT ticket or
• Send mail to support@magnolia-cms.com

Magnolia Support team will investigate and take appropriate action. Our goal is to keep the vulnerability private. Issues in the Cloud Support project are private to Magnolia and the issue reporter.

We take security seriously and aim to provide patches promptly.

Moving an issue into the Cloud Support project

To move an issue entered into another project into the Cloud Support project:

1. Open the issue in Jira.
2. Click More actions > Move.
3. Set New Project to Cloud Support.
4. Set New Issue Type to Support Request.
   
5. 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.

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

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.

Forum

You can 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.

There are several free pastebin services designed specifically to store and share text online. For images, try Tinypic, imgur or any other.

Mailing lists

Subscribe to the mailing lists to stay updated. You can post questions and reach a wide community of experts.

Wiki

Community supported wiki has technical articles and tips.