FOLIO Support SIG

CUL FOLIO Support Team Charge:

The CUL FOLIO Support Team is charged by Simeon Warner and Bonna Boettcher of the Library Executive Group (LEG) to provide and manage the support and overall health of FOLIO for the library. This is a pilot for one year (through 2022-10). Toward the end of this period the success of the approach will be considered before deciding whether and how to proceed. 

The Support Team is responsible for: 

• Operationalizing functional support of CUL FOLIO 
  • Managing and handling support requests via Team Dynamix (TDX) 
  • Create a TDX workflow, leveraging best approaches from FOLIO community 
  • Triage TDX tickets 
  • Resolution and/or escalation of support requests 
• Monitoring and responding to the CUL FOLIO Slack 
• For LTS representatives, monitoring and responding TSVoyage-L 
• Working with the CUL-EBSCO liaison to understand and submit support requests to Hosting via EBSCO Connect when needed 
• Communicating to affected groups for outages and impacts including updating affected populations via email 
• Understanding CUL needs for additional FOLIO training or help, advocating for resources as necessary 

The Support Team members will have detailed functional understanding of different FOLIO applications and workflows relevant to their work areas. The Support Team will work with the CUL-IT Technical Support and the FOLIO Governance Committee as follows: 

The Convener will act as team lead with a total time commitment of 10 hours/week in order to coordinate the Support Team as well as contributing to its work. The time commitment for each additional Support Team member should not exceed 4 hours/week. 

Support Team membership:  

• LTS representatives (2) 
  • Jenn Colt 
  • Laura Daniels 
• Access & Public Services representatives (2) 
  • Thomas Trutt, Convener
  • Additional TBD 
• Discovery & Access 
  • Frances Webb 
• Finance representative 
  • Ann Crowley 
• CUL EBSCO liaison(s) 
  • Debra Howell 
  • Jenn Colt (backup) 
  • Phil Robinson (backup)