User submits problem report to Library Desktop Services using the cul-dshelp-l@cornell.edu email.  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

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