Using the Jaspersoft Customer Portal Activity

 

 

 

Step

Action

1. 

Begin by accessing the Support Portal from the Jaspersoft home page, at www.support.jaspersoft.com.

 

Click the Support link.

2. 

The Support Login page appears.

 

 

Press Enter to view the email from Jaspersoft Support with login credentials.

3. 

This is an example of the automated email sent to you when your user account is activated for the Jaspersoft Customer Portal.

 

Subject: Your Jaspersoft Support Credentials and Contact Information.

 

Important: Your Support login credentials are detailed in the email.

 

Make sure to read this email for an overview of the Customer Portal, and the attached Getting Started with Jaspersoft document.  

4. 

Scroll down to review the login credentials.

 

Click the scroll bar.

5. 

Your login credentials appear at the bottom of the email.

6. 

Close the email and return to the Support Login page.

 

Click the X.

7. 

The Support Login page appears.

 

Enter your credentials into the fields on the login page (http://support.jaspersoft.com).

 

Your credentials have been entered for you.

 

Click the Login button.

8. 

The Support home page appears.

9. 

Notice the Customer Portal menu bar, which provides many resources for your Jaspersoft deployment.

10. 

Support Phone Numbers are included here as well. They are available if included in your subscription level.

11. 

Review the What's New section on a regular basis for information on product updates and releases.

12. 

This Support home page also covers details on:

 

 

- My Subscription

- My Deployment

13. 

Scroll down to see the rest of the page.

 

Click the scroll bar.

14. 

Review the additional sections of the landing page:

- Resources

- Software Downloads

- Contacts

 

Then return to the top of the page.

 

Click the scroll bar.

15. 

Now, explore the Customer Portal menu options.

16. 

First explore Knowledge Search.

 

Click the Knowledge Search > Use Knowledge Search link.

17. 

The Knowledge Search page appears.

 

 

Prior to contacting Jaspersoft Technical Support, we recommend using the Knowledge Search. Your question or issue may have an existing solution you can quickly access.

18. 

Knowledge Search results include:

 

 

- Jaspersoft documentation (all documents)

- Jaspersoft's Community site:

    - Community Wiki (FAQ)

    - Community forums

    - Community projects

- All Jaspersoft Web pages and white papers

- ETL Community Forums and FAQ (Talend)

19. 

Perform a search for performance tips.

 

Enter a valid value e.g. performance tips into the  Search field.

20. 

Click the Search button.

21. 

The search results appear.

 

Click the JasperReports Server Performance Tips and Tricks link.

22. 

The Wiki article appears.

 

23. 

Return to the Customer Portal.

 

Click the Close button.

24. 

Next, narrow your search by Source.

 

Click the Community_Site link.

25. 

Search within the returned results.

 

Enter a valid value e.g. "JDBC" into the  + field.

26. 

Click the + button.

27. 

To further refine your search, use the Advanced Search option.

 

Click the Advanced search link.

28. 

The advanced search window appears.

 

Click the Excluded Words link.

29. 

Enter the words you want to exclude.

 

Enter a valid value e.g. "iReport" into the Search field.

30. 

Click the Search button.

31. 

The refined search results appear.

32. 

You can also perform a search from the global search box at the top of each page.

33. 

Next, log a case with Technical Support.

 

Click the Cases > Submit a Case link.

34. 

The Enter Case Information page appears.

 

 

Best Practice: Use Knowlege Search before you log a case.

35. 

The Customer Portal website  is the preferred channel for Jaspersoft customers; 90% of Jaspersoft cases  are logged here.

36. 

Answers to the following questions help Jaspersoft Support to resolve your problem as quickly as possible:

 

- What Jaspersoft product and version are you running?

- On what platform are you running Jaspersoft?

  (operating system, application server, database server, JDK, etc.)

- What steps led to the problem?

- Can you reproduce the problem? If so, what steps are required?

- Have any changes been made recently that could have triggered the issue?

- What error messages were received during the time of the problem?

37. 

Follow the steps to fill out the case information for a sample case.

 

Click the Product: list.

38. 

Click the JasperReports Server list item.

39. 

Click the Product Version: list.

40. 

Click the 5.0.1 list item.

41. 

Click the Environment Type: list.

42. 

Click the Development list item.

43. 

Click the Case Type: list.

44. 

Click the Problem list item.

45. 

Enter a valid value e.g. "Unable to log into JasperReports Server" into the Subject: field.

46. 

Severity levels are defined in the Support Definitions page under the Support > Support Information menu, which is covered later in this module.

 

Assigning an appropriate severity level helps Jaspersoft Support Engineers to understand the impact of the problem on your organization to prioritize and respond appropriately.

47. 

Click the Severity: list.

48. 

Click the S2 - Major Feature How-To/Failure list item.

49. 

Click the Priority: list item.

50. 

Click the P3 - Important: Non-critical list item.

51. 

Click the Area: list.

52. 

Click the Other list item.

53. 

In the Description field, be as exact as possible in describing your problem or question to the Jaspersoft support engineers.

 

Include steps used to reproduce the problem, as well as any steps you have already tried to resolve the problem.

54. 

Enter a valid value e.g. "Please help me to log into JasperReports." into the Description: field.

55. 

Scroll down again.

 

Click the scroll bar.

56. 

The availability of diagnostic information, such as system log files, traces, and data dumps, helps Jaspersoft Support Engineers pinpoint the cause of an error.

 

Please provide as much of this information as possible by attaching the files to the case.

57. 

Note: In versions 5.0 and later, a detailed Diagnostic Report is included in all installations of JasperReports Server.

 

This report provides useful information about current usage, as well as the characteristics of the underlying system.

 

To run the report, log into JasperReports Server as superuser (or a user with equivalent privileges), navigate to the /public/diagnostic folder, and run the Diagnostic Report. 

 

Attach this report to your case to facilitate the process of diagnosing and ultimately resolving your issue.

58. 

Next, attach the log file to the case.

 

Click the Browse button.

59. 

The log file has been selected for you.

 

Click the Open button.

60. 

The log file is attached.

 

Click the Preview Your Case (Step 2) button.

61. 

Preview your case and view suggested Knowledge Search results.

 

Scroll down to view the bottom of the page.

 

Click the scroll bar.

62. 

Review your case, then scroll down further to submit your case.

 

Click the scroll bar.

63. 

Click the Confirm and Submit Your Case button.

64. 

The case has been submitted.

 

 

For additional support, contact Jaspersoft Technical Support as follows:

 

- Email: support@jaspersoft.com

- Telephone: See numbers on Support page.

 

Support Hours:

- For all customers: 24/5, from Sunday 6 pm to Friday 6 pm Pacific Time

- For Professional Premium subscribers: 24/7 for Severity-1 issues

65. 

You are returned to the Support home page.

66. 

Now you can review your submitted cases.

 

Click the Cases > Track My Cases link.

67. 

The Track Requests page appears.

 

 

By default, the Open Cases view appears.

68. 

If you are enabled as a Super User, you also see  the All Open Cases section.

 

This includes open cases for ALL users in your organization.

 

Note: To be enabled as a Super User, please contact Support.

69. 

View your closed cases.

 

Click the View Closed Cases link.

70. 

The Closed Cases page appears.

71. 

You are returned to the Support home page.

72. 

Next, review the Support Policies.

 

Click the Support > Support Policies link.

73. 

The Support Policies and Procedures page appears.

 

 

Jaspersoft policies and guidelines are visible to everyone

We emphasize transparency, so please feel free to review them thoroughly.

 

Press Enter to return to the Support home page.

74. 

You are returned to the Support home page.

75. 

Next, review the Licenses/Keys page.

 

Click the My Account > Licenses/Keys link.

76. 

The License Keys page appears.

 

 

Your commercial licenses are available for download; all currently valid (non-expired) licenses are listed on your License Keys page.

77. 

Click the installation instructions link.

78. 

The Applying Your Jaspersoft Product License(s) page appears in a new browser tab.

79. 

Return to the License Keys page.

 

Click the Close Tab button.

80. 

Next, review product downloads.

 

Click the Downloads > JasperReports Server Commercial Editions link.

81. 

The Software Downloads page appears.

 

 

All your commercial product downloads are available by the Portal; the list of accessible products is controlled by your current list of active licenses.

82. 

Use the links to navigate the page.

83. 

Scroll down to view the Installers section.

 

Click the scroll bar.

84. 

The Installers section appears.

85. 

Scroll up to the top of the page.

 

Click the scroll bar.

86. 

Next review the documentation.

 

Click the Documentation > JasperReports Server Commercial Editions link.

87. 

The Documentation Downloads page appears.

 

 

All commercial Jaspersoft documents are available for download; the list of documents is controlled by your active licenses.

 

Documents are also included in results of searches performed in the Knowledge Search.

88. 

Use the links to navigate through the documents available.

89. 

Scroll down to view the Premium Documentation section.

 

Click the scroll bar.

90. 

The Premium Documentation appears.

91. 

Scroll up to explore the My Account section.

 

Click the scroll bar.

92. 

Click the My Account > My Contact Information link.

93. 

The Edit Contact Info page appears.

 

 

- Edit your username/email, name, telephone number, password, etc.

- For users marked as a Principal Contact (admin user), use this  page to add or edit other contacts in your company’s list

94. 

Next, view your deployment information.

 

Click the My Account > My Company's Deployment Information menu item.

95. 

The Edit Deployment Information page appears.

 

 

Enter information about your company’s deployment here.

 

Submit information about the current version of Jaspersoft installed in your production environment, your preferred application server, database, etc.

Jaspersoft analyzes this data to determine testing priorities and customer trends

96. 

For further reading, check out the Getting Started With Jaspersoft guide.

 

Finally, click the Getting Started with Jaspersoft link.

97. 

The Getting Started with Jaspersoft document appears.

98. 

Scroll down to view the document.

 

Click the scroll bar.

99. 

This document is also attached to your Login Credentials email, and describes:

 

 

- Resources available

- Documents

- Best practices for logging cases and communicating with Support

 

Press Enter to return to the Support home page.

100. 

You are returned to the Support home page.

 

 

Thank you!

 

The Jaspersoft Technical Support team looks forward to working with you!

101. 

Congratulations! 

 

You completed the following:

- Logged into the Jaspersoft Customer Portal

- Navigated the Portal

- Used the enterprise-wide Knowledge - Search to search the Jaspersoft wiki, web pages, docs, etc.

- Accessed  the following resources in the portal:

    - Product downloads

    - Product documentation

    - Your product licenses

    - Support and product policy information

- Logged a case with Jaspersoft Technical Support

- Edited  your contact information

- Updated your account’s environment information

End of Procedure.