Hyland's Technical Support and Customer Success teams are working closely together to coordinate a smooth transition to our proven support systems for Nuxeo customers and partners, beginning on Monday, October 28*. This FAQ expands on the previous blog post summarizing important support changes and addresses questions from Nuxeo users like you received during the Nuxeo Onboarding webinar. Watch the webinar for a detailed tour of Hyland resources including Hyland Community.
*Changes will begin at 5 p.m. ET on Friday October 25.
Account and user access
How can I register my Hyland ID account as a Nuxeo customer? Will it be automatically detected by the domain of my company email?
To gain access to your organization’s Hyland resources, click ‘Create your Hyland ID’ at Community.Hyland.com. Use your company email and your account will be auto-matched according to your organization’s domain. If your Hyland ID request cannot be auto-matched, it will be routed to our Hyland ID and Community team for manual review and approval.
Our Nuxeo Jira accounts are currently managed by technical support and the number of accounts we as a customer can have is tied to our support package. In the Hyland Community platform, will we be able to create as many accounts as we want?
Hyland IDs are connected to an individual user to provide individual access to Hyland resources. There is no restriction on the number of users within an organization that can sign up for a Hyland ID. Within Community, users associated to an active account will be able to view content on the site and see account information in the Customer Portal tab. Access to submit and manage support cases will be restricted to the number of technical contacts the account is entitled to per the terms of the account's support entitlement. Submit a Customer Care case for information on or changes to your account's technical contacts.
Is there a difference between a Hyland ID for free client account access and paid client account access?
Yes.
- Free clients have access to public sites including Try, Hyland University, Hyland Connect and others.
- Paid clients have access to Hyland Community and support resources in addition to public sites.
Technical support
How will I submit support cases in Community?
Users will need a Hyland ID associated to an account eligible for technical support case submission. Once you have Community access, watch our two-minute case submission how-to video and learn other key information about how to use technical support resources in Community.
Will my past support cases be available in the Community platform?
Yes, all support cases from the past two years will be available for you to view under your account in the Community platform. For issues older than two years, you can still access them on the Nuxeo Jira site until it is decommissioned, which we anticipate in 2025. If needed, a CSV export of all your older support cases can be provided. This request can be made by submitting a Support Case in Community.
I only see environment selection options for Production or Test on the support case form. How do I indicate my case is for pre-production, DEV or other environments?
Currently our form offers two options for all product lines:
- Production: For issues related to your active, live environment
- Test: Covers any non-production environments
You can specify additional details, including noting the environment, such as DEV or pre-production, in the description field. Adding more environmental options is something we can consider for future improvements.
How do I share screenshots, log files and other troubleshooting files?
New cases, screenshots, logs and other files can only be shared through our secure file transfer tool, Hyland Customer Data Portal (Kiteworks). You can ask the support analyst to send you a secure upload link in the case description or in follow-up communication on the support case. An enhancement to allow users to access a secure file share link upon case submission is in development.
How will screenshots from our historical Jira tickets be migrated into the Community support cases?
Due to security and data protection requirements, we are not able to import screenshots from Jira into our Community case management system. If you need to access the screenshots, users will be able to view Jira issues in the Nuxeo site until the site is decommissioned, which we anticipate being in 2025. Hyland will communicate the decommission to customers in advance.
I am currently using Jira for project-related tickets. Will these be moved to the Projects tab of the Customer Portal in Community? Will I be able to create new project tickets there as well?
If you have an ongoing engagement with Hyland Nuxeo Professional Services, your project will be moved to a separate external services site. For assistance, please contact your project manager.
Do we have technical support in our region?
Technical support is available to our global customer base. Coverage hours will vary depending on your support entitlement. You can contact your Customer Success Manager, account team or Customer Care to request details and options for your account.
Development
What will happen to the issues and requests in the current Nuxeo support Jira backlog that are still pending? How will these be migrated to the new platform?
Public projects will remain accessible in read-only mode on the Nuxeo Jira site for a limited time, but no updates will be made. We are moving these projects to a new site where users will be able to view updated Jira issues. Additional details will be shared when available.
Where do we see the internal support tickets used by Nuxeo Dev once a customer issue is acknowledged by the Nuxeo Support team?
If a support issue submitted by a user is determined to be a defect, the support case will be connected to a Hyland Jira case and the user will receive and can request updates through the support case.
Resources
Is Hyland Connect (Connect.Hyland.com) replacing Nuxeo Answers (Answers.Nuxeo.com)?
Yes, Hyland Connect is your new home for asking questions and getting answers. Answers.Nuxeo.com is automatically redirecting to Connect as of Wednesday, October 9, 2024. We have migrated all posts, votes, kudos and “approved solutions” designations. We will attempt to maintain strict link redirects so users who have bookmarked past posts can still find them. We are excited to bring all Hyland blogs and forums together under this platform.
Will Doc.Nuxeo.com change as well in this transition?
No, this site will not change as part of this transition.
Partners
As a Hyland partner with active Professional Services engagements for several Nuxeo customers that require access to support resources, how can my team gain access to the Community resources?
Partners that have a support contract with customers can access both their partner account and the customer accounts linked to the partner account on Community. Partner contacts will need to sign up for a Hyland ID so the user record can be linked to the appropriate partner account. If a partner is temporarily engaged with a customer they do not have a support contract with, they can still leverage the customer’s support resources through our Contractor Use Agreement process. The customer can initiate this request to provide access to a partner or other contractor through the Customer Portal tab on Community. In the User’s tab there is a link to ‘Request Contractor Access’.
My team has active support contracts with customers, but we are unable to access Community. What is the process that we can follow to ensure our access is properly granted considering we do not have access at this time to create a ticket?
If a user has created a Hyland ID but is unable to log into the site, please click the ‘Get Help’ link on the login page. This form does not require a Hyland ID to submit. Our Hyland ID and Community team and Customer Care will review your contacts and help you get set up correctly.
Do you have a different question?
The Customer Care Advocate program is part of Hyland’s Customer Success organization, which is focused on helping customers achieve the most value from their Hyland solutions. The team is able to assist with questions, concerns or feedback you have as you explore these resources. Submit a Customer Care Engagement in Hyland Community to request assistance. If you are unable to log into the site, please click the ‘Get Help’ link on the login page.
