As shared previously, on Monday, October 28, Nuxeo Technical Support will fully transition from using Jira.Nuxeo.com to our proven Hyland support systems including Hyland Community, access to production down phone support, Customer Care Advocates (CCA) and more secure data handling tools.
Additionally, as part of this change, Jira projects will move to a new, updated Jira instance. Customers can contact their current project managers for more details on these projects.
Please see below for anticipated impacts, actions and updates related to this upcoming change.
Support case management
Beginning Friday, October 25, at 5 p.m. EDT, Nuxeo Jira will enter read-only mode and customers will no longer submit support issues to SUPNXP. At this time, customers will create and manage all support cases through Hyland Community. Existing issues from the past two years and all open support issues will migrate to Community support systems and be available to view and update on Monday, October 28. Open issues cannot be updated in Jira.Nuxeo.com as the site will be in read-only.
To create support cases in Community, a technical contact must be deemed on the account. Contact your Customer Success Manager, Customer Care or account manager to have those permissions updated.
If you require support during migration weekend, please contact the United States technical support team. Regional phone numbers can be found here.
Product enhancements
Product enhancements and feedback should also be submitted through Community support cases. Our Technical Support Analysts will generate the corresponding Jira ticket and provide you with a link to the issue in the original case once it's created.
Current projects in Jira
Public projects will remain accessible in read-only mode on the Nuxeo Jira site for a period of time, but no updates will be made. We are moving these projects to a new site where you’ll be able to view updated Jira issues. Additional details will be shared when available.
Any active Professional Services projects should be migrated prior to Friday, October 25. If you have questions regarding an ongoing Professional Services engagement, please reach out to your project manager.
Cloud team engagement
From Friday, October 25, to Sunday, October 27, our cloud deployment services will be temporarily offline for this system migration. Normal operations will resume Monday, October 28.
For any future cloud engagements, customers are expected to open a support case in Community. Our Technical Support Analysts will generate the corresponding Jira ticket and provide you with a link to the issue in the original case once it's created.
Thank you for your attention to these changes and understanding as we work to streamline and improve systems. If you have additional questions prior to the migration, please contact your customer success manager or account manager. Additional support resources will also be available following the migration. Visit Hyland Community for a full list of support options and guidance on how to engage Hyland Technical Support.
