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You can reach the Hummingbird Customer Support Portal here:
https://jira.mumms.com/servicedesk/customer/portal/2/
INDEX
I. Reporting a Problem from Hummingbird
II. Portal Homepage & Setting Up Your Account
a. Announcements
III. Creating a New Issue in the Portal
V. Submitting a Change Request or Request a for a New Feature
VI. *New* View and Export Detailed Ticket Information
I. Reporting a Problem from Hummingbird
Reporting a Problem from Hummingbird creates an issue that can be tracked in the Customer Support Portal.
The first time you report a problem to the new customer portal, an account will be created for you. You will receive 2 emails, one asking you to set your password. This new login will be used to keep track of your reported problems.
Following the “Set my password” link will redirect you to a page for you to set your password.
By default, your username will be the same as your email.
Note: This login page is also where users reset their password, by clicking the “Forgot your password?”.
You will be greeted with the portal’s homepage upon logging in.
II. Portal Homepage & Setting Up Your Account
To complete setting up your profile, click on the avatar icon in the upper right corner of the portal.
On the profile page, you can set your name, change your password, and change your time zone.
The second email will be the confirmation email that your ticket was created, with a link to review it. You will receive an email each time you report a problem in Hummingbird.
Once your account setup is completed, returning users can log into the customer portal at any time to view their reported issues.
The Hummingbird Customer Support portal is accessible by visiting this URL.
https://jira.mumms.com/servicedesk/customer/portal/2/.
Password resets are managed in the new customer portal. If there is a need to reset your password, you can do so by clicking the “Forgot your password?” link on the login page.
a. Announcements
You can also view Important Announcements posted by mumms on the Customer Portal homepage. Release information will be posted here following a release in addition to information about Outages or Known Issues.
III. Creating a New Issue in the Portal
Problems reported from Hummingbird will automatically create tickets for you, however, you can still manually create a new issue, select one of the requests types below.
To report an issue or bug with the software, please select “Report a Problem”.
Fill in the required fields and click on “Create” to finalize the ticket creation.
A confirmation email will be sent and you will be able to see the issue in your Requests section in the portal.
IV. Viewing Your Requests
Clicking on “Requests” in the upper right corner will bring you to a page that shows you all the issues you have reported.
If you are a participant of a ticket, you can also keep track of those issues by changing the filter.
Clicking on a ticket will show you the details and the current status. Here you will be able to leave and see comments from our technicians. You will also be able to upload attachments on this screen.
V. Submitting a Change Request or Request for a New Feature
Select the “Submit a change request” option for any suggestions on how to alter or improve our product.
Please note and fill in the required fields, then click on “Create” to submit your change proposal.
If you have a new feature suggestion, please select the “Suggest a new feature” option.
VI. *New* View and Export Detailed Ticket Information
Login to the customer portal:
https://jira.mumms.com/servicedesk/customer/portal/2
In the upper right-hand corner, click on “Requests”.
Select “Requests” in the dropdown.
You will see a list of any tickets you reported of tickets you are participating in. This page will allow you to add, remove, and sort by columns.
New columns can be added to the view by click on the “Columns” bar and selecting an available option.
Any of the columns can be sorted by clicking on the arrows next to a column.
To hide or display certain tickets, click on the filters above the list of tickets and check or uncheck the items in the dropdown.
Preloaded filters are provided on the left side of this page, where Open or Closed tickets can be viewed with a single click.
If a certain configuration of columns and filters is frequently visited, the configurations can be saved as a custom filter.
To do so click on the drop-down arrow about the Column selector and select “Save as”.
Enter a name for the filter and Save it.
Checking the “Top Navigation Bar” option will create a shortcut for the filter under the “Requests” dropdown.
Otherwise, the saved filter can be found under the “My Filters” heading on the left of the page.
You can export your tickets into an Excel-compatible .csv file by clicking on the export icon in the upper right corner.
