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Introduction

Our support portal can now be accessed from the Jitterbit Community. This page describes the Support section of the community.

Access Jitterbit Support

You must sign up for an account with Jitterbit Community and be logged in order to access the Support section of the community.

New Users

First, you must sign up for an account with Jitterbit Community.

  1. Go to Jitterbit Community and click the Login button in the top right.
  2. Select Not a member? to open the registration form.
  3. Fill in your information, check the box to accept Terms & Conditions, and click Sign Up.

    WARNING: Those with existing accounts on our former Jitterbit support portal should sign up with the same email address and username in order to retain access to your existing case history.

Existing Users

Once registered, make sure you are logged in to the Jitterbit Community to view and manage your support cases.

  1. Go to Jitterbit Community and click the Login button in the top right.
  2. Enter the credentials you set during registration and click Log in.
  3. Click the Support tab in the top right to access the Support section of the community.

NOTE: If you have any issues registering or prefer submitting a case using email, you can email support@jitterbit.com. See more information under Getting Support.

Search for Existing Case

  • Filter the cases that display by clicking on Open or Closed filters listed under My Cases on the left side of the page.
  • To search for a specific case, use the Search field. Enter the Keyword in the field and click on Search. All of the cases that contain the keyword in the subject field of the case will display.

Create a New Support Case

  • Create Case: Click the Create Case button on the left side of the page.
  • Subject: Enter a short description of your support issue in the Subject field.

    NOTE: If you have a Production Down situation, simply put "Production Down" in the Subject field of your case.

  • Product: Click the drop-down arrow in the Product field and select the product you are working with.
  • Jitterbit Version: Enter the version you are working with in the Jitterbit Version field. Go to Finding My Jitterbit Version for instructions to identify the version of Jitterbit you are currently using.

Description

  • Enter as much information as possible about the issue you are experiencing in the Description field. If you are reporting a problem, a good description would include these pieces of information:
    • Screenshot(s), if applicable (hide information you do not want to be seen).
    • Error message(s) and stack trace(s) if available (redundant lines in stack trace are not necessary). If using Cloud Studio and you receive a "Something unexpected happened" error, please include the unique error ID provided with the message.
    • Description of the issue. If you are reporting a problem, for example, please include:
      • What you were doing when the problem occurred, what you expected to happen, and what actually happened.
      • The edition (Pro/Enterprise), the product(s), and version of the product(s), if not noted in the error. See Finding My Jitterbit Version if you don't know your version.
      • The exported project (Jitterpak or JSON file) and/or sample file if you think the issue is a bug. This is required for us to reproduce the issue. Our support team will get back to you if we need additional information.

Add Attachment

  • You can attach multiple files to the case including a Jitterpak, sample file, screenshot, any error message, etc.
  • Click the Choose File button.
  • In the pop-up window, browse to and click on the file on your machine, and click the Open button.
  • Repeat these steps for any additional files you want to add to the case.

Severity of Case

  • Read the descriptions of Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4.
  • Use the dropdown to select the appropriate severity level of your case.
  • Submit: Click the Submit button at the bottom of the page to create and submit the case. 

View or Add Additional Information to Existing Case

  • The case number assigned to each case displays in the Case # column as a link (orange).
  • Click on the case number link to display an existing case.
  • Click on the orange Back to Cases List link at the top of the page at any time to exit the selected case and return to the full list of cases.

Add Comments to Existing Support Case

  • You can add additional information to an existing open case at any time.
  • Click on the orange Add Comment button to open the comment field.
  • Enter any additional information about the issue you are experiencing.
  • Click the Save button below the comment field to save the comment within the case.

Add Attachment to Existing Support Case

  • You can attach additional error messages or screen shots to an existing open case at any time.
  • Click on the orange Add Attachment button.
  • Click on the Choose File button. 
  • Browse to the appropriate file and click on the Open button to add the file.
  • Click on the Save button to add the new file to the case.

Activity History

  • The Activity History is located at the bottom of the page.
  • All communication between the user and the Jitterbit Support team while the case is open is listed.
  • Click on the link in the Subject column to view the actual email communication.

Close an Existing Support Case

  • You can close an existing open case at any time if you have resolved the issue.
  • Click the orange Close Case button. The status field immediately updates to Closed. This action will stop any further assistance or follow-up from the Jitterbit Support team.
  • The Jitterbit Support team will not take any further action once the user has closed the case.  
  • If the issue occurs again at a later time, it will be necessary to create a new case in the Support Portal.

Edit User and Logout

  • Click on your username in the upper right corner of the page.
  • Select Logout to log out of Jitterbit Community.
  • Click Settings if you need to make any changes to your account. When you have completed your changes, click the blue Save button at the bottom of the page.
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Last updated:  Jul 17, 2019