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    This document provides Jive customers with the information necessary to receive support for the Jive platform.  Each secret support group, created for each specific customer, is where you can file cases, store related documents, and participate in projects. Cases typically consist of problems, questions, bugs, or feature requests.  Projects are created by our Professional Services department.


    Please leave a comment if you think there's something we missed or should clarify.


    How do I get access to my company's group?

    A current group member or Jive employee must invite you to join the group, called MyJive.  If you are not sure who to ask for an invitation, email


    If you are invited to join a group, log into AureaWorks before following the link in the email invitation, otherwise you may encounter an unauthorized error.


    If you do not yet have an AureaWorks account, create an account here, registering with the address the invitation was sent to (it should be your company email).  Then follow the link sent in the email invitation and click on Join this Group.


    Alternatively, once you've created an AureaWorks account and are logged in, you can go to Actions to view and accept your group invite.


    Approval by your company's administrator is required.


    To learn more about MyJive, check out MyJive Secret Support Group Administration FAQ.


    How do I grant access to my company group?

    To add others click on Invite from the Actions menu in your group.  You may either search for an AureaWorks account or just enter an email address.


    How do I find my company group?

    Log in, then go to Get Help > My Jive Group and select it from the list.


    You may also want to bookmark the URL to your group.



    How do I get my licenses and downloads?

    They are in the My Jive Licenses App.  Users must be registered and logged in to see this.


    How do I contact Jive?

    Please submit a case in your MyJive support group.


    How do I create a case?  And what are all these fields?


    In your company group, choose Case from the Actions menu.


    Read Case Details Documentation and Best Practices for specifics on creating a new case.  The document is also linked from each new case form.


    How will I know when Jive has responded?

    If you create a new case, you will receive a Watch email when a reply is posted, and an item will appear in your Inbox here in the AureaWorks community.  For any case not created by you, use the Receive Email Notifications link In the Actions menu on the right hand side of the page.  Or, click Follow and click the Inbox checkbox to receive notifications here in the AureaWorks community.  To receive Watches for all content in your company group, use the Receive Email Notifications link in the Actions menu on the Overview tab.  To manage your Email Notifications Preferences, go to Menu > Preferences.


    How do I reply to a case?

    You can either reply within your MyJive support group, or reply to your Watch email.  If you are replying within the Support Community, please remember to change the status to Waiting on Jive.  This will alert Support that you have updated your case.  If you are only adding information and need more time to respond, please do keep the status as Waiting on Customer.  If the issue has been resolved, it should be marked as Closed.


    Who can see our MyJive support group?

    MyJive groups are Secret, so only Aurea employees and the group's members can see the content or view it in the Groups list.


    How do I ask about my account if I don't have access to my company's group?

    Please email for assistance.




    Please let us know if you encounter any problems with your MyJive support group or if you have any suggestions for how we can improve your experience.