All Staff:
If you are having issues with a single app or multiple apps please report these issues to the FOLIO Support Team.
Slack: #folio-info-and-support
Email: folio-support@cornell.edu
TDX:
FOLIO Support Team:
CONFIRM
- Confirm the outage is affecting multiple people / units prior to reporting
- Off site connectivity issues, or browser issues will sometimes (rarely) make it appear that there is an outage
- Is the issue with a FOLIO app(s) or a connected service.
- In the event of a connect service please see the integrations page for a contact
- Identify what app(s) are effect and if it is system slowness or a complete outage
- Check the EBSCO status site for outages: https://status.ebsco.com/
CONACT HOSTING
- Submit an EBSCOConnect case adding 'URGENT' or 'SYSTEM OUTAGE' to the start subject line
- Full outages or major apps such as Inventory, Check-in/out, users
- Call the support line as outlined in: Contact EBSCO Hosting
- Post on the FSE Slack Channel referencing the case number created above
COMMUNICATE
- Post outage information on the Library #folio-info-and-support Slack channel
- Indicate apps effected as well as issues being reported
- If check-in/out is affected or there is a full system outage include instructions for off-line circulation
- Email CUL-FOLIO-L@cornell.edu
- Indicate apps effected as well as issues being reported
- If check-in/out is affected or there is a full system outage include instructions for off-line circulation
- For full system outages or if a large number of apps are affected
- Notify AUL Simeon Warner and/or Library Administration to have a CUL-wide email communication sent
- Post on the Library #general Slack channel
UPDATE
- Update hosting to any new outages, further instability or slowness
- Respond back to the ticket with relevant information as it becomes available
- Update the FSE channel to any major changes. For example more apps going off line, a move to a complete outage, or major changes in system responsiveness
- It is important not to pass along to many updates to hosting as it can actually slow down responsiveness
- Update Staff to new outages, further instability or slowness
- Staff should be updated with new information using the channels as outlined above as it becomes available
- Updates and estimates from hosting should be passed along to staff
- It is important to keep staff informed but not overwhelmed
RESOLUTION
- Provide confirmation to hosting that the issue has been resolved
- Update Staff that the system is again stable and that they may resume use
- Use the same methods of communication as outlined above
- If offline circulation was used include instructions for off-line circulation
- Request a reason for the outage from hosting for internal documentation purposes