Getting support

Support for DocuWare Ivy is provided by DocuWare. Please do not open issues in the Axon Ivy public trackers for DocuWare Ivy installations - they cannot see your licence, your environment or your configuration.

Tip

Important

Placeholder content. Replace the contact routes below with the real DocuWare support channels before this documentation is published externally.

Before you contact support

Collect the following - it resolves most cases without a second round trip:

  1. The DocuWare Ivy version, from Engine Cockpit ‣ Info.

  2. The engine log, from [engineDir]/logs/.

  3. A description of what you expected and what happened instead.

  4. The process element or REST endpoint involved, if you can narrow it down.

The script below collects the first two automatically. It is checked into this documentation repository and deployed with the site, so it can be downloaded directly:

Engine diagnostics collection script

.\collect-engine-diagnostics.ps1 -EngineDir 'C:\Program Files\DocuWare Ivy' -OutFile support-bundle.zip

Channels

Topic

Route

Product defects and outages

TODO: DocuWare support portal URL

Licensing and contracts

TODO: DocuWare account management contact

Documentation errors

Raise a work item against the ivy-documentation repository.

Platform documentation issues

If a page describes the platform itself incorrectly - as opposed to something DocuWare-specific - the fix usually belongs upstream. Report it to DocuWare anyway: we forward platform issues to Axon Ivy and, once fixed upstream, the correction arrives here automatically with the next documentation sync.

If a correction cannot wait for the upstream release cycle, the page can be overridden locally. See the repository README for how overrides work.