Nuxeo Jira to Hyland Community Update (Revised 8/13/2025)

[KyleYoung]

Any change in systems can be disruptive and we have gotten some feedback from our Nuxeo customers that the move from Jira to Hyland Community was no exception. 

It has been live for some time and the learning curve of the new system has mostly gone away. There are some features that continue to get questions. 

It's worth clarifying why we made the change at all.

• The Jira instance was out of support with Atlassian and the cost to upgrade and re-develop several integrations was excessive.
• The way that Jira was managing file uploads and downloads did not meet the strict standards for Customer Data Handling that Hyland is committed to for all our customers.  Our legal and contractual obligations for this standard are significant. Ensuring any customer data that may be incorporated in a file uploaded to Hyland needed to be addressed.
• Nuxeo is a critically important product for Hyland and managing its customer interactions and ticketing system in a legacy repository that was away from the care and attention of our core enterprise system presented challenges in treating Nuxeo as a pillar of our product offerings.

While we solved those issues, we also gained more support and functionality:

• Addition of the Severity 1 and 2 phone system.  Calling support was not an option prior to this change.  Today, if you are having a critical outage you can call our Support team 24/7 and we will react with urgency.  You have better control in the most urgent situations.
• Alignment with our other critical products.  Hyland can now provide better oversite, gather better feedback and centralized resource for documentation, support help, licensing questions,  and so much more.
• Better engagement of the Nuxeo Blog and Forum spaces.  If you are not using these, please consider engaging your peers!

We are always working to improve and engage in new ways.  Here are some enhancements you should be aware of:

• Launched in August are improvements to display the Severity value in your case details.  We also added the ability to sort your cases by the Severity value.  (updated 8/13/25)
• Launched in July is a brand new attachment management process.  You can upload files directly to your support case without requesting a link.  Every case will automatically get a folder for sharing data and the analyst has faster, more clear access to the files we share with each other.  This still leverages a fully secure and trusted Kiteworks backend so all your data transactions meets the most strict needs of our customers.
• Launched in July is an exciting AI option for finding solutions and answers called Hyland Cai.  This will allow you to search Nuxeo documentation, past Nuxeo support tickets, Nuxeo knowledge base articles and more in a single tool.  It uses natural language to start a conversation with you to find answers to questions you have about Nuxeo and return a summary of the answers including links to the source document/record for a full review of the information.
• Launched in June is a new section in Community that shows you any defect you reported through a Technical Support Case.  This provides you real time access to see those defects and their status with our Product team.  We have more features planned for this helpful new section in Community. Check it out. Simply log in to the Hyland Community, navigate to the Support tab, and then scroll to the new Reported Defects section under your case list.
• Launched in February was a new Cloud Services Request option when creating your support case.  This allows Cloud customers to submit deployment requests or configuration requests to the Cloud team immediately without waiting for a product support analyst to generate these request for you. It will also update your Support case as soon as the deployment is complete. Update delays are gone! We announced it in the Newsletter and in the Nuxeo Blog.  As noted above, the Nuxeo Forum and Blogs are a great way to stay informed and engage the Nuxeo community.  Subscribe to them and set up your notification preferences.  (NOTE:  We have more improvements coming soon for streamlining the communication with our full team that supports you.)
• Hyland Community got a total makeover recently and as they continue to build out new features in this all new interface, we have plans to improve it even more.  We have gotten some request for Nuxeo customers for a few enhancements to the Case Submission and Detail form.  There are some really great ideas that have come in and we are prioritizing and scheduling sprints to incorporate the best ideas.  Watch for the case form to see improvement over the next few quarters and learn more in the blog.
• The documentation team is hard at work with a full review and re-format improvement for Nuxeo documentation. In concert with the AI tool I announced above, this allows you to get the answers you need.  I love when I can confidently self-service and find documented answers 24/7 without creating a support case.