The Gluu Support portal provides a place where both Gluu customers and the community can get answers for questions about Gluu Server operations, customizations, integrations and more.
Supported Gluu Customers, known as "Named Contacts", can open private tickets, set ticket priorities, upload files, collaborate with team members and partner organizations on private tickets, and more. If you are currently a community user and would like to become a supported customer, please review our support pricing and then schedule a meeting.
There are five types of users on Gluu Support:
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Community Users: Any user without a paid Gluu support contract.
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Named Users: Users associated with an organization that has paid for a Gluu support contract.
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Customer Account Admins: This is the primary contact from the customer organization. Customer Account Admins have all of the privileges of a Named User, plus the ability to add / remove named contacts from their organization as well as authorize people from certified Gluu Partner organization's to see their private tickets (if necessary).
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Partners: Certified Gluu service partners that are able to help Gluu customers with Gluu Server operations, integrations, customizations, etc.
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Staff: Gluu staff users.
The homepage of the Gluu Support Portal organizes tickets into categories such as integrations, installation, maintenance, etc. On each ticket listing you can see who the ticket was opened by, whether the ticket is open or closed, and how many responses the issue has generated. The tickets that are displayed depend on your user role. If you are a supported customer or partner, the homepage will also include private tickets created by you or one of your organizational colleagues.
Registration is fairly straightforward. One thing to note is that if you are associated with a supported organization, please use your organizational email address during registration. This will ensure that your user has the proper permissions.
The Gluu Support Portal utilizes our own Gluu Server for login. If you have any trouble logging in, please send an email to support@gluu.org
Using the front-end search located on the homepage, you can find and review existing public or private tickets that may be related to the issue or question for which you are seeking assistance. Searches can be performed against all available tickets in the database, or you can search for tickets within a specific category.
After successfuly registering an account you can open tickets on Gluu Support. Markdown formatting is supported. If you need to learn how to properly format in Markdown, you can review this Markdown guide. Depending on your user role, you will be able to enter information for some or all of the following ticket fields.
- Gluu Server version
- Operating system in use
- Confirm that 64-bit hardware is being used
- Confirm that the server has at least 4GB RAM
- Ticket title
- Ticket description
- Ticket category
- Link URL: Can be used to provide a link to supporting documents, such as logs and screenshots.
- Send a copy to: Can be used to notify a colleague about your new ticket or response.
- Status
- Priority
- Privacy: By default, all customer tickets are marked as private. This means only you and other named contacts from your organization (or an authorized partner organization) can see and interact with the ticket. If the ticket information is not sensitive and you think it may benefit the Gluu community, you can make the ticket publicly viewable.
- Add up to five attachments
- On behalf of: Using this field partners and staff can create a ticket on behalf of a supported organization. Partners can only create tickets on behalf of customer organizations that have authorized them to do so.
Markdown formatting is supported. Before submitting your response, you can also adjust certain properties of the ticket such as the status, priority, and more. For information on any of the additional fields, please review the information above on opening a ticket.
Note: when adding a response, the default value for Privacy is Inherit. This simply means that your post will inherit the previous post's privacy value. So if all previous posts in the ticket were marked Private, your new submission will also be private. And vice versa if all previous posts were marked Public.
The dashboard allows you to manage personal and organizational tickets, support entitlements, alerts, and profile information.
You can view, search and refine your open and closed tickets in the My Tickets section of the dashboard.
Here you can view, search and refine all tickets associated with your organization. This includes tickets opened by you and tickets opened by other named contacts at your organization and / or your partners organization (if applicable).
In the Partner Companies section of the dashboard, users from a certified Gluu partner organization can view, search and refine tickets from users associated with a Gluu customer account. Before customer's private tickets are viewable to the partner organization, the customer's Admin Contact must authorize the partner organization's access via the Support Entitlements > Partners section of the Dashboard.
From the My Alerts section of the Dashboard, users can adjust whether or not they receive specific ticket notifications. In order to add or remove yourself from a tickets notifications, navigate to the ticket in question and click the blue button that will either say "Send me alerts" or "Remove me from alerts".
Add or edit personal information about yourself in the My Profile section of the dashboard.
In all Dashboard ticket lists, you can toggle the "Show advanced filters" menu in order to refine and sort available tickets. Available filters include:
- Status
- Priority
- Created date
- Category
- Created by (not available for community users)