Bonitasoft Customer Portal

User Guide
Download, Activate, Ask.
Version 7.2


CUSTOMER PORTAL USER GUIDE

TABLE OF CONTENTS

1. I just subscribed to the Bonita BPM Subscription. What do I do next? ..................................... 3

2. Customer Portal .................................................................................................................................................. 4
2.1. What is the Customer Portal? ............................................................................................................... 4
2.2. How can I access the Customer Portal? ........................................................................................... 4
2.3. Where can I read information on the products that I have purchased? ............................ 6
2.4. Declare production date ......................................................................................................................... 7
3. Subscription and Licenses .............................................................................................................................. 7
3.1. Where can I request a new software ? ............................................................................................. 7
3.2. How can I check my licenses status? .............................................................................................. 11
3.3. How can I request a new license? .................................................................................................... 11
4. Licenses Definition ......................................................................................................................................... 13
4.1. Key definitions ......................................................................................................................................... 14
4.2. Usage ............................................................................................................................................................ 14
4.3. Basic license procedure ....................................................................................................................... 14
4.4. Licenses FAQ ............................................................................................................................................. 15
4.4.1. How many production licenses can I generate? ............................................................... 15
4.4.2. How many qualification licenses can I generate? ............................................................ 15
4.4.3. How many development licenses can I generate? ........................................................... 15
4.4.4. Do I have to wait for my development license to expire before generating a new
one? 15
4.4.5. Can a license generated on one computer be used on another? ............................... 15
4.4.6. How do licenses work with version migration? ............................................................... 15
4.4.7. I have run out of licenses! How can I get more? ............................................................... 16
4.4.8. I have loaded my license correctly, but Bonita BPM does not work! What do I
do? 16
4.4.9. What kind of license should I use for my pre-production or test/qualification
server? 16
4.4.10. How many licenses do I need for my cluster? ................................................................. 16
5. Posting and Following Cases (Tickets) .................................................................................................. 16
5.1. How can I post an Issue? ..................................................................................................................... 16
5.2. How can I see details of the case I have posted? ....................................................................... 17
5.3. How do I know I have received an answer on my issue/case from the Support Team?
19
5.4. How can I attach a file to a case? ...................................................................................................... 20
5.5. How can I add a new comment? ....................................................................................................... 21
5.6. How can I change the case owner? ................................................................................................. 22
5.7. How can I close a case? ........................................................................................................................ 23
6. Patches ................................................................................................................................................................. 23
6.1. Patch Details ............................................................................................................................................. 24

 CUSTOMER PORTAL USER GUIDE

Welcome!

1. I just subscribed to the Bonita BPM Subscription.

What do I do next?
Congratulations!
You are about to have access to Bonitasofts premium services. No action is required on your part;
just wait a few moments for your sales representative to create your user account. As soon as your
account is created, you are automatically notified by email. Use your usual login and password from
site www.bonitasoft.com to connect to the Customer Portal.
The notification email will look something like the example below.

Subject: Your Subscription Access has been activated

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2. Customer Portal

2.1. What is the Customer Portal?

The Customer Portal allows you to download Bonita BPM Subscription, generate licenses, Ask for
question on the Search bar and contact Support about issues with the product, according to your
subscription.

2.2. How can I access the Customer Portal?

Go to http://www.bonitasoft.com/resources/customer-portal and use your login and password as
usual.

If you have lost your password to connect to the Customer Portal, you can generate a new one by
clicking on Lost Password? on the Login page. You will be redirected to a page where you can enter
your email address (your usual login to bonitasoft.com):
http://www.bonitasoft.com/user/password.

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If you are connecting for the first time, you will be asked to define your password and update your
user profile.

Once logged in your profile, you have access to all Bonitasoft services. You do not need to log in
again elsewhere.

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Or once logged in bonitasoft.com, access the Customer Portal through the permanent link on the
page header.

Then you are logged on the Customer Portal:

2.3. Where can I read information on the products that I have

purchased?
You can access all information related to your subscription on the right side of the screen. When
you click on the gear icon, you will see a display like this:

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You can also find more information on the top right Menu by clicking on My Subscription link.
If you have multiple subscriptions, youll see in bold the current subscription you are connected to.
You can change the subscription by clicking on the change subscription link into the up right side
insert.

2.4. Declare production date

In order to help you as much as we can you must declare the date when your processes deployed
with Bonita BPM will be officially live for end users. It will be triggered to your Account Manager
and the Support team to consider your future Cases closely.

Moreover, in order to open Production Cases or Severity1 Cases, you must have declared your
production date (see Support Guide for more information)

To declare your Production Date, you just have to click on Declare Production link on the table of
your subscriptions in My Subscription page:

3. Subscription and Licenses

3.1. Where can I request a new software ?

On the top-menu, select the Downloads section. You will be redirected to a page where you can see
all downloads already done. Clic on Request a new Download to be redirected to the Download

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page. Select a version in the drop-down list and click the Downloads button to generate a download
link:

Once your request is processed, you will be redirected to a confirmation page.

The download link is also sent to you by email. You can use this link during 72 hours
Subject: New Download

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Click on the link to be redirected to the download center.

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Download your Bonita BPM Subscription edition from the download page, install it and run Bonita
BPM. You will a message similar to the following example.

Copy the licence key and go to Customer Portal -> Licences menu.

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3.2. How can I check my licenses status?
On the Licenses page, you can find all license requests you have made, with their status. You can
use the drop down select to filter by date and type of license.

When you click on the line, you will be redirected to a new page that gives all the details related to
this license. In the Status column, click on the Download button to download the license requested
once it has been generated.

3.3. How can I request a new license?

Click on the Request a New License link. You will be redirected to the License Request Page.

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Provide a Start Date. Select a Type in the License Type drop-down list, and select a version.
The fields Assignee Name and Assignee Email must designate the final user of this license.
By default, these fields are filled with your user account details. Please change them with
the correct information if required.
Provide your request key (you can use the request key that pops-up in a new window when
you launch Bonita Studio for the first time).
Then, click the Request button.
Once your request is received, you will be redirected to a confirmation page.
The license file is sent to you by email, as an attachment. You can also get it from the table.
Subject: Bonita BPM Subscription License: Your Name

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Save it into the installation directory of Bonita BPM Studio and start the Studio.
For more information, refer to the online Documentation:
http://www.bonitasoft.com/resources/documentation.

4. Licenses Definition
In both production and development environments, you will need to generate and install a license
prior to using Bonita BPM Subscription. The following information is meant to walk you through the
licensing process.

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You can retrieve all these information up to date on the Customer Portal on page :
http://www.bonitasoft.com/resources/customer-portal/support-policies/4354

4.1. Key definitions

Start Date is the date on which a License becomes valid and is counted towards your
subscription total.
License Type specifies the type of environment in which the license is to be used. It can be
set to either Production, Qualification or Development :
o Development licenses are targeted for development environment and personnal
computer. They are limited for usage with two processor cores. They are valid for
90 days by default.
o Production licenses are targeted for Production environment (i.e. Server where
final user of Bonita processes will connect). They may be generated with any
number of cores, provided that the sum total of cores on all production licenses is
less than or equal to the number of production cores specified in your subscription.
The split of cores and combination of licenses is strongly dependent on your
contract details. You have to validate the combination of production licenses with
your Account Manager. Production Licenses are valid for 180 days.
o Qualification licenses are targeted for Qualification/PreProduction environment
(i.e. Server where you'll run your tests with Bonita BPM). They follow the same
principle as the Production licenses. It has its own number of core independent
from the number of Production core brought with the subscription.
Assignee Name is the name of the person for whom the license is intended.
Assignee Email is the email address of the person specified by the Assignee Name. This
independent of who will receive the generated license via email.
License Request Key is an alphanumeric code which is generated by the Bonita BPM Studio
or by a one of the license generation scripts available for server deployment. This code
should always be copied along with parentheses and with all line breaks removed.

4.2. Usage
Maintaining a valid license file is necessary for the continued functioning of your Subscription
software.

4.3. Basic license procedure

To begin, generate a Request Key, using the computer for which the license is intended. Please note
that, once generated, a license file may only be used with the associated machine; it will not
function elsewhere. With the Request Key, you may complete the Request a New License form, in
the Licenses section of the Bonitasoft Customer Portal. You will be sent a license (.lic) file at the
email address specified in your Customer Portal profile. After this license is installed, either directly

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with the studio wizard or in the appropriate folder of your installation, Bonita BPM Subscription
should function normally. More details on server installation can be found here.

4.4. Licenses FAQ

4.4.1. How many production licenses can I generate?
Any number of licenses is possible, provided that the total number of processor cores on all
production licenses is less than or equal to the number of production cores which you have bought
with your subscription. The split of cores and combination of licenses is strongly dependent on your
contract details. You have to validate the combination of production licenses with your Account
Manager. Production Licenses are valid for 180 days.

4.4.2. How many qualification licenses can I generate?

Any number of licenses is possible, provided that the total number of processor cores on all
qualification licenses is less than or equal to the number of qualification cores which you have
bought with your subscription. The split of cores and combination of licenses is strongly dependent
on your contract details. You have to validate the combination of production licenses with your
Account Manager.

4.4.3. How many development licenses can I generate?

This depends on your subscription. For example, say that you have arranged for ten development
licenses with your Sales Representative. This means that up to ten active development licenses can
be used at any given time. This total does not include deactivated or expired licenses or licenses
which have not yet become active.

4.4.4. Do I have to wait for my development license to expire before

generating a new one?
No, development licenses may be generated with a future Start Date, up to 32 days in advance.
These licenses do not contribute to your subscription total until they become active. Licenses with
future Start Dates can be added to the appropriate folder, along with your current license. The
BonitaBPM Execution Engine will then be able to use new license as soon as it becomes active.

4.4.5. Can a license generated on one computer be used on another?

No, a new license is required for each workstation or server running BonitaBPM Subscription.

4.4.6. How do licenses work with version migration?

For maintenance migrations, e.g. migration from version x.y.Z to version x.y.Z+1, no new licenses
file is necessary. Simply load your old license into the new version of Bonita BPM Subscription. For
all other migrations, a new license must be generated. As long as the subscription total has not

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been exceeded (total cores for production, total number for development), new licenses can be
generated and used immediately with the most up-to-date version of Bonita BPM Subscription. In
special cases, especially those involving migration of a production server, your Sales Representative
can deactivate an old license so that a new license can be generated for your migrated system.

4.4.7. I have run out of licenses! How can I get more?

Your Sales Representative is always available to help with the management of your licenses. You
can either wait until your current licenses expire or contact your Sales Representative for additional
help.

4.4.8. I have loaded my license correctly, but Bonita BPM does not work!
What do I do?
Go to the Bonita Customer Portal and open a Support case. One of our Support Engineers will work
with you to resolve the problem.

4.4.9. What kind of license should I use for my pre-production or

test/qualification server?
The license used can be tailored to meet your individual testing needs. For example, if two
processor cores are sufficient for your tests, you can generate a development license for use with
your pre-production server. If more cores are required, you could use a qualification license and
thereby allocate some of qualification cores for testing. Contact your Account Manager for more
information on qualification licenses.

4.4.10. How many licenses do I need for my cluster?

A separate license file is required for each node of your cluster in which you would like to run
Bonita BPM Subscription.

5. Posting and Following Cases (Tickets)

5.1. How can I post an Issue?

On the Customer Portal, click on Cases in the top menu and click Create a new case. Fill in all
required fields and click Create Case for your case to be sent to Support.
As soon as your issue/case is posted, you receive an automatic response. At this stage, the case is
logged in our system and will be managed by the Support Team. We strongly suggest you check the
Support Policies on the Customer Portal. It explains in detail how your requests are managed
(http://www.bonitasoft.com/resources/customer-portal/support-policies).
Subject: Your request CaseNumber : CaseSubject

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5.2. How can I see details of the case I have posted?

The My Opened Cases view, in the top menu in Cases, there is a drop-down list to filter from
among all the cases you have posted, and which have not been closed yet.
Select one case from the list to view all detailed information related to it.

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5.3. How do I know I have received an answer on my
issue/case from the Support Team?
When the Support Team answers you, they either solve your case or ask you to give more details in
order to do so. You are automatically notified by email.
Subject: New Comment on Case CaseNumber : CaseSubject

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Click on the link to access the detail page of the case on the Customer Portal. Alternatively, you will
find the case comments list.
Also, status icons appear on the Case list (top-menu -> Cases), under the Status column. Be sure to
note any Cases in SUSPENDED status (pause icon). It means Bonitasoft Support is waiting for your
answer for more information.

Click on the Case to view the answer, or add a new comment to guide the Support Team in solving
your request.
Reminder: A suspended case means that Support Team is waiting for an answer or for detail on the
case. A suspended case with no customer response will be automatically closed after 2 weeks.
A case in the resolved state means that the Support Team considers the case as completed. You can
either close the case or provide an answer to put it in automatically back into in progress. If there is
no response to a resolved case within 1 week, the Case is automatically closed.

5.4. How can I attach a file to a case?

It may be very useful for the Support to receive detailed information on your issue like logs files,
configuration files, bonita_home export, etc.
To add a file to your Case you must first create it. Then, at the bottom of the Case page youll see
the attachment section where you can upload file. Support team can also put some document for
you here.

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Each time you upload a file it will create a new comments in the Case with the link to your file. You
can also access directly to the document through the Attachment section.

5.5. How can I add a new comment?

On your case detail page, click on the New Comment button for the New Comment field to appear.

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Insert your comment and click Save to submit it. The Support Team will be notified immediately.

5.6. How can I change the case owner?

A case is associated with the initial contact that created it. The case owner is the only person
authorized to modify the case and add comments. But you can assign the case to any other person
who has access to your subscription.

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On the case details page, select the new owner in the dropdown list and click OK.

5.7. How can I close a case?

On a case detail page, click on Close Case button to access the Close case page.

Please tell us whether you are happy with the answers and the work provided by our Support Team
and add a comment if you would like. Click on the Submit button to definitely close your case.
NOTE: A closed Case cannot be reopened.

6. Patches
Bonitasoft delivers defect resolutions through official product version releases. If necessary, based
on issue severity and priority, Bonitasoft might provide a patch (hot-fix) to a customer.
Please read the section Patch (Hot-Fix) Policies on the Support Guide for more details.

There are 2 ways you can access the patch that is created for you.

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1. On the customer portal menu under the Download section you will see a new item View
Patches. Clicking on this item takes you to all the patches that have been created for your
subscription.

Clicking on the patch takes you to the Patch Details. (View Patch Details for more
information).

2. You can also access your patch via the case through which the patch is related to. If a patch
has been created for this case you can see a new section at the bottom of the page.

You can download the patch by clicking on it. It will take you to the Patch Details page.
(View Patch Details below for more information).

6.1. Patch Details

The patch details page gives you all the information about the patch.
Patch name Name of the patch
Related cases The case(s) this patch is related to (This patch will be attached to these
cases)

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Relates to Patch the patch on which this patch has been based (in rare case of a patch is
applied on an already provide patch).
Patch for version The version on which this patch must be applied
Fixed in version The official release in which this fix is included.
Description Describes the issue that the patch resolves
Installation procedure Instructions on how the patch must be installed
Resources All the artifacts for the patch that for downloading.

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