Each user of the Janrain Support Portal must have login credentials to submit a request. These credentials are established during the account provisioning process. Please contact your Janrain Account Manager if you need to request additional user access to the Support Portal. Also see the Managing Your Account topic. The following topics are available in this section:

Opening a New Request

To open a new Janrain support request, go to the Support Portal, sign in to your account, and navigate to the section that best fits your needs from the options on the left of the home page:

Report an Issue
Ask a Question
Request a Configuration

Different request types will be available under each section. You can also use the search box to find the request type you are looking for and to find additional help from the Janrain Knowledge Base.

Once you have chosen the most appropriate request type, click on the header to start a new ticket. Complete all required fields and enter optional details as needed. See the help text to the right of the form for an explanation of all available fields. Click Create at the end of the form. You should receive a confirmation email that your ticket was received.

Sharing Your Request

At the bottom of your request you can determine who your request is shared with. By default it will choose to share with your whole organization. This will not notify users within the organization when the issue is created, but the issue will be visible to all users within the organization under Requests.

Submitting a Request to an Assigned Resource

If you are opening a ticket related to an active project that you are working on with an assigned Technical Account Manager or Deployment Specialist, they may provide you with a Project Code. Enter this when submitting the ticket, and it will be automatically assigned to your assigned resource.

Finding an Existing Request

To find an existing Janrain support request that you submitted or are watching, go to the Support Portal and click Requests in the top right corner. By default, this will display a list of all active tickets that you have created.

From this screen, you can use the search box to find a specific request, or use the available filters to narrow or change your results.

To find resolved tickets, change the left filter to "Closed requests".
To find tickets created by another user that you are watching, change the middle filter to "Where I am a participant".
To find tickets submitted as a specific request type, select the request type in the right filter.

Viewing and Managing a Request

From the Requests page, click on a ticket to open up the full view. The Activity section shows the history of the ticket's status and comments, with the most recent updates at the top. The Details section includes the original information put into the ticket when it was created.

Ticket Statuses

Next to the ticket title, you will see the current status of your request. Each ticket has five possible statuses:

New - Ticket needs to be triaged by Janrain Support
Open - Ticket has been accepted and is currently being worked by Janrain Support
Pending Customer - Ticket requires more information or action on the customer's part before Janrain Support can accept or continue working the ticket
Resolution Offered - Janrain has offered a resolution and is waiting for customer confirmation. Will automatically close if left in this status for more than 5 days
- Ready for Testing - This is similar to Resolution Offered and is specific to "Request a Configuration" tickets. This status indicates that a solution has been provided and the customer should test and confirm the solution is working as expected.
Closed - Ticket has been closed by Janrain Support after the reported issue was resolved or the requested configuration completed

Ticket Notifications

To the right of the ticket details, you will see notification options for people who are watching the ticket:

Don't notify me - Turns off email notifications when the ticket is updated, for the current user only. Email notifications will also include a link that allows you to disable them directly from the email.
Share - Allows you to select additional users from your organization or your entire organization that you want to add as a watcher. Adding a user will send a notification.
People involved - Shows all people who are currently watching the ticket.