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Goals

The Support SIG works works with libraries, Product owners and developers Developers to surface bugs effecting libraries that are, or will soon be, in production with the intent of:

• assuring system functionality
• surfacing issues that will effect future FOLIO development
• facilitating prioritization and resolution of P1-P3 level bugs in order that they be released in hotfixes
• improving specifications
• improving FOLIO

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Support Process for when a PO or Developer identifies a bug effecting a Production library ....

1. PO, or Developer create creates a bug in JIRA
2. Using the Team Vs Module Matrix assign the appropriate Dev Team (to the best of your understanding)
3. Add the "Support' label
4. Add the Affected institution - section of Jira
5. If the issue is urgent the reporter should
   1. tag the relevant PO in the issue comments.  If user is unable to determine the correct PO, then tag the FOLIO Lead PO
   2. Assign a "PI" priority - which notifies the Support SIG
6. If applicable assign the RCA

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If a PO wants to close a bug as a duplicate of a UXPROD features they will add the "support" label to the existing JIRA and  for each institution that is impacted add them to the: Affected institution - section of Jira.

1. If the issue is urgent the reporter should
   1. Assign a "PI" priority - which notifies the Support SIG