Process:

• User submits problem report to Library Desktop Services.  Desktop Services will want to know:
  • 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?
  • 
    Desktop Services (DS) troubleshoots and triages the issue
    
    
• Code issue (bug)
  • DS transfers to Phil Robinson/Debra Howell submits bug report to EBSCO
• Data error
  • DS transfers to Jenn Colt
• Reporting issue
  • In App - DS transfers to Phil Robinson/Debra Howell submits bug report to EBSCO
  • Library Data Platform (LDP) - DS transfers to Sharon Beltaine who submits issue to Reporting Development Team
• Enhancement request
  • DS transfers to Debra Howell to escalate to CUL FOLIO Governance
• 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

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

FOLIO Community Support SIG: https://wiki.folio.org/display/SS/Support+SIG+Home