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Jive Integrated Server FAQ

General Help:

Forum specific help:

Knowledge Base specific help:

How do I login?
To login to the knowledge base, click the Login link in the upper-right corner of your browser window. From there you enter your username and password. If you would like to automatically log you in each time you visit, click on the checkbox next to Remember Me. (Note: You must have cookies enabled for this feature. Your login information will be encrypted and stored in a cookie.)

What do I do if I forgot my password?
If you can not remember your password click on the "Forgot your password?" link from within the Login box. From there you will be presented with a page that will send an email with instructions on how to reset your password.

Your Control Panel
After logging in to the server using your user account you may click on Your Control Panel to view and edit your settings such as watches and general settings.

Your Control Panel displays up to six tabs:

  • General Settings - Allows editing of general viewing preferences such as default number of knowledge base documents per page and preferred time zone.
  • Your Profile - View and change your personal information and it's visibility to other users of the knowledge base. From this tab you may also change your password.
  • Forum Watches - Maintains a list of all categories, forums, threads or users on which you have placed a Watch. From this tab you may specify whether you would like to receive email alerts for certain watches, as well as save and delete watches if a watch is no longer relevant.
  • Knowledge Base Watches - Maintains a list of all knowledge base categories and documents on which you have placed a Watch. From this tab you may specify whether you would like to receive email alerts for certain watches, as well as save and delete watches if a watch is no longer relevant.
  • Recommendations - Use this tab to keep track of all the recommendations you may have made. This tab is only visible if recommendations have been enabled by the system administrator and you have permissions in at least one category to create a recommendation.
  • Documents - Use the this tab to keep track of all the documents you may have created. This tab is only visible if you have permissions in at least one knowledge base category to create a document.

Changing your password
If you wish to change your password you will need to login and visit the "Your Profile" tab in your Control Panel. Within that panel is a form to change your password.

Updating your email address
If you wish to change your email address you will need to login and visit the "Your Profile" tab in your Control Panel. Within that panel is a form to change your personal information, including your email address.

How do I set my profile and view other user profiles?
To create or update your profile, click on Your Control Panel. Your profile, forums preferences and watch settings may be set from here. To edit these settings, fill in your updated information, then click Save.

To view the profile for any user who has posted to the forums, click on their username wherever you see it as a link. You can also search for their username or ID using the search feature.

What are discussion forums?
Discussion forums allow you to share ideas, opinions and information quickly and easily. Organized by topics in an easy-to-follow format, discussion forums are designed so you can quickly locate information, find other knowledgeable users and participate in conversations.

How is forum content organized?
The forum content in Jive Integrated Server is structured as follows:

  • Forum Categories: Categories represent a collection of forums as well as other categories. Often, categories are used to organize forums into a tree structure so members can find the right discussions more easily.
  • Forums: Forums are the areas where individual discussions take place as a listing of topics.
  • Topics: Topics (also known as "threads") are the discussions that consist of one or more messages displayed as a list, or in a tree structure of messages and their replies.
  • Messages: Messages are the individual discussion posts made by community members.
  • Replies: Message replies are posts in response to other messages and are organized in a flat or threaded mode.

Do I have to be registered to use the forums?
The community administrator may require you to register in order to view, post or reply to messages. Some forums may be open for posting without registration. To register, just click on Create a New Account and fill in the appropriate information.

How do I create a topic or post a reply?
To start a new topic, choose the appropriate forum and select Post New Topic. Type your topic header in the subject line and type a message in the message box. Before you are about to post, you can spell check your message by clicking on Spell Check. You can also choose to watch the topic (which will add it to you watch list, and allow you to receive email notifications when new posts are made) by clicking the Watch This Topic box.

When you are satisfied with your message, you can preview your message to see how it will appear when posted by clicking on Preview. Or you can post your message without previewing it by clicking Post Message.

To post a reply to a topic, select the reply icon next to the message you would like to reply to. If you want to respond to specific text from the original message, click on Quote Original, and that will add the text from the original post in your message.

How do I search the forums?
From the main page of the discussion forums, type your term(s) into the search box, select which forum(s) you want to search, and click the Go icon.

When you are in a Forum page, you can click on Search Forum to use an advanced search page where you can narrow your search by specifying a date range or filtering by username.

What are watches?
A watch notifies you if the topic, document or category you are interested in has been updated. Watch notifications are sent via e-mail. Note that you must be logged in to use watches.

To add a document to your watch list, click on the Watch Category or Watch Document link at the top of the page. Click on Stop Watching to end the email notifications. After 30 days, inactive watches automatically expire.

To see the current list of documents you are watching, click on Your Control Panel. From this screen you can choose to receive email notifications when new documents are created or updated. Just click on Email Alert checkbox next to the watch for which you want to be notified.

You can delete a watch by clicking in the Delete check box for the watch you want to delete, then clicking the Delete button.

How can I format the text of my posts?
To format your message text, there are three buttons for Bold, Italics and Underline. Clicking on these buttons will add tags to the message field.

For example, typing: "This is [b]bold[/b] text, and this is [i]italicized[/i] text" will appear as "This is bold text, and this is italicized text" once you post the message.

How do I check the spelling of my message?
To check the text of your message for proper spelling, just click Spell Check on the post screen.

If our spell check dictionary doesn't recognize a word in your message, it will appear in a box. You can correct it yourself by simply typing over what is displayed. If the dictionary has any suggestions, you will be able to see them in the suggestion box.

To choose one of the suggestions, simply select the suggestion you'd like to use and click on the Change button for each of the words you would like changed.

When you are finished checking your entire message, click on Post Message to save your changes and post the message with your spelling corrections. If you want to continue editing your message, hit Go Back or Edit to return to the post message area.

What is the Knowledge Base?
The Integrated Server contains a variety of methods that make it easy for you to locate the latest knowledge base information. Methods include:

  • Browsing by categories
  • Dynamic portlets that highlight the latest information on popular, recent and featured documents
  • Sorting results lists by relevance, rating, date and content type
  • Watches that proactively notify you when a specific document or category has been updated
  • A comment system to allow for specific feedback on a document
  • A rating mechanism that gives you the ability to provide feedback on how useful a particular document is

What are documents?
A document in the knowledge base contains the actual information. Depending on the context, you can think of it as an article, tech note, etc.

What are recommendations?
A recommendation is a way for uses who do not have permissions to create a document in the knowledge base to recommend a new document. The recommendation will be reviewed by the knowledge base administrators who can approve it as is to become a new kb document, reject it with comments, or move the recommendation to a another category that may be more appropriate.

What are comments?

A comment is a way to followup on a knowledge base document with information particular to the document. For example, if a document talks about a product bug workaround, a comment may as for clarification on a particular detail of the document or suggest another perhaps simpler alternative workaround.

How do I browse documents by category?
The browse by category page facilitates navigation to information based on general areas such as products or discipline. Selecting a specific category displays a page with documents arranged according to importance as determined by the category administrator.

While browsing by category users have the following options:

  • Search within a chosen category. ---> Search help
  • Sort the comprehensive listing by last modified, rating, title and content type. ---> Sort details
  • Go back to previous pages via the "cookie crumbs" navigation bar beneath the Knowledge Base heading at the top of each page.
  • Watch the category

What are keywords?
Keywords are individual words that are used by the search engine to help users find the documents they are looking for. Each document has a set of keywords that are defined when the document is created which show up in a pulldown on the search page directly beside the search query text field.

What are recent documents?
The main Integrated Server page contains a dynamic portlet listing the 5 most recent documents across all categories.

What are popular documents?
The main Integrated Server page contains a dynamic portlet listing the most popular documents. The popularity of a document is determined by a formula based on the weighted average of # hits, average rating and age.

What are featured documents?
The main Integrated Server page contains a portlet featuring documents of particular importance. Featured documnts may be related to recent news, upcoming special events or critical software updates such as service pack or feature releases.

How so I sort documents?
A Sort option is presented on the results page after conducting a search or clicking on the View All link for a particular category. The Sort By button provides the ability to sort documents by the following:

  • Relevance - expressed as a percentage, it serves as a general indicator as to how useful a document will be based on how closely the search terms matched text contained in the documents's main body, title, keywords and other fields. This is the default sort value for search results.
  • Rating - the mean rating taken from documents that have been rated as Exceptional, Above Average, Average, Below Average, Poor.
  • Last Modified - displays documents in order with the most recent ones at the top of the list and the older documents towards the bottom.
  • Title - displays documents in alphabetical order as sorted by the title.
  • Type - sorts documents by their classification. Each type can be identified by an icon to the left of the title.

What is a document's rating?
At the bottom of each document page a form exists where you can rate the document's usefulness. Users are encouraged to rate each document as to whether you found it Exceptional, Above Average, Average, Below Average or Poor.