Production Libraries - Reporting Bugs to the Support SIG

Prior to reporting a Support Bug

1. Confirm that the Bug affects an App in Production
2. Verify that the issue is a FOLIO software issue.
   1. Refer to Bug Reporting Flow Chart for triage
3. Verify that the Bug has not already been submitted to the Support SIG
   1. Open Production Bugs 

Reporting 

There are two paths to reporting a production bug

1. Institutional Support works with Folio PO to create appropriate JIRA
   1. In JIRA - PO assigns the correct epic to the JIRA
   2. In JIRA - PO assigns the Dev Team - using the Team vs module matrix
   3. In JIRA - PO or Institution Support selects institution(s) in the Affected Institution field
   4. In JIRA - PO assigns priority
   5. 
2. Institutional Support creates a Support JIRA - if Institutional support is not sure of who PO, or if the issue is multi-app
   
   1. Create a Support JIRA
   2. Project = Support (SUP)
   3. Affected Institution = all known affected institutions
   4. Assign priority
   5. Using the Team Vs Module Matrix assign the appropriate Dev Team (to the best of your understanding)
   6. 
   7. 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

Support SIG

1. Reviews P1s daily
   1. 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

1. Reviews P2 and P3 - facilities resolution into hotfixes or upcoming release