User 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.
The CUL FOLIO Support Team troubleshoots and triages the issue:
- Code issue (bug)
- 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.
- Reporting issue
- In-App - The issue will be forwarded to the FOLIO Community and/or hosting depending on the current impact.
- Library Data Platform (LDP) - The issue will be transferred to Sharon Beltaine who submits the issue to Reporting Development Team
- Enhancement request
- 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.
- User error (training opportunity)
- 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.
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