Page History

Image AddedUser submits problem report to

...

the FOLIO Support SIG using the CUL FOLIO Portal or by emailing folio-support@cornell.edu.  Please provide:

• What app(s) were you in?
• What were you trying to do?
• What is the issue you’re seeing?
• Is there a workaround for the issue? If yes, briefly describe.
• What is the impact on your ability to do your job?

...

• Please provide any screenshots of error messages.

Image AddedThe CUL FOLIO Support Team troubleshoots and triages the issue:

• Code issue (bug)
  • DS transfers to Phil Robinson/Debra Howell submits bug report to EBSCO
  • The issue will be forwarded to the FOLIO Comunity and/or hosting depending on the current impact.
  • Email alerts will be sent out to the relevant CUL list serves to alert them to the issue as well as when a possible resolution will be available. 
• Data error
  • The Issue will be handed by members of the FOLIO Support Team.
  Data error
  • DS transfers to Jenn Colt
• Reporting issue
  • In-App - DS transfers to Phil Robinson/Debra Howell submits bug report to EBSCOThe issue will be forwarded to the FOLIO Community and/or hosting depending on the current impact.
  • Library Data Platform (LDP) - DS transfers The issue will be transferred to Sharon Beltaine who submits the issue to Reporting Development Team
• Enhancement request
  • DS transfers to Debra Howell to escalate to CUL FOLIO Governance
  • The request will be compared to the open thicket already in the FOLIO community. If a ticket is already established additional information will be added, otherwise, a new ticket will be created. 
  • The ticket will be recorded on this site and evaluated as part of the Governance Committee responsibilities. 
  • Relevant SIG representatives and PO (Product Owners) will be contacted.
• Hosting issue
  • An issue will be filled directly with EBSCO hosting alerting them of the issue.
  • Email alerts will be sent out to the CUL community alerting them to the issue as well as when a possible resolution will be available. 
  Hosting issue
  • DS transfers to Phil Robinson/Debra Howell submits bug report to EBSCO
• User error (training opportunity)
  • DS assists the user and sends notice to Debra Howell to track for possible training/documentation opportunities

Notes:

Cornell University Library IT/Folio has been added as a Service Type in TeamDynamix.  A TeamDynamix portal will be developed soon which will include templates to prompt the user for information needed by Desktop Services.

FOLIO Community Support SIG

...

• • The FOLIO Support Team will work with the user as well as any other staff that may be able to assist in clearing the issue.
  • The issue will be passed along to the proper committee or department head for possible further documentation or training enhancements.