Support SIG Home
Meetings
The Support SIG meets via Zoom (https://openlibraryfoundation.zoom.us/j/87394223531?pwd=WnZ1UnFWMEdXVGtvb01OaDMyL3dzZz09) on Mondays from 10:00am to 10:30am Eastern U.S. time (see time in your timezone).
Find recordings of recent meetings on our Google Folder: https://recordings.openlibraryfoundation.org/folio/support-sig/
Due to the nature of the Support SIG, meeting minutes are not taken.
Instructions for how to report bugs
Regular Attendees
The Support SIG is open to all who chose to participate. All are welcome!
| Name | Role (as defined in Charge) | Institution |
|---|---|---|
(Co-SIG Convener)* | Vendor Representative | EBSCO |
| Charlotte Whitt | Product owner, Vendor Representative | Index Data |
(Co-SIG Convener)* | Implementing Library (supported by vendor) | Cornell |
| Implemented Library | UM System | |
| Robert Heaton | Vendor Representative | EBSCO |
| Implemented Library | Cornell | |
| Implemented Library | Five Colleges |
* Support SIG Convener
The Support SIG convener should be an individual who understands the FOLIO community and the development process.
Recent space activity
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2024-11-13 Documentation Working Group Agenda/Meeting Notes contributed Oct 31, 2024
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Resources for Docs WG members / Onboarding support contributed Oct 28, 2024
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Sort entries left menu documenation in GitHub) (working title) contributed Oct 23, 2024
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FOLIO Documentation Working Group contributed Oct 21, 2024
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2024-09-11 Documentation Working Group Agenda/Meeting Notes contributed Sep 19, 2024
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About us
The purpose of the Support SIG is to review support tickets and to assign them to the right team and to follow up with developments to ensure bugs are being corrected in a efficient manner. (See full charge)
Support SIG Activities
- Oversee Operational Software Support process
- Monitor Support JIRA project to ensure that issues are being moved from the Support project or resolved within the Support project.
- Oversee process for Implemented libraries to report production bugs
- Oversee process of Product Owners and Dev teams to participate in bug handling process
- Reevaluate the Software Support process regularly to ensure that it is meeting the needs of the FOLIO community without being burdensome to the Product Owners.
- Report bug statistics (e.g. bugs reported, bugs resolved, time from reported to implementation of fix) to Product Council on quarterly basis.
Support-related Links
- Support dashboard - A listing of current production bugs
- Bug ranking system - The support process utilizes the Defect priority definitions for the rankings of bugs
- Team vs module responsibility chart (FOLIO Module/JIRA project-Team-PO-Dev Lead responsibility matrix)
Communication
- Any community member can contact directly any of the regular attendees via email
- The FOLIO Community Slack Channel - #support-sig
- Live FOLIO Libraries.
Benefits of Participation:
- discovery of new and ongoing issues that might impact your library
- discovery of potential workarounds
- discovery of contacts at other libraries who might be able to help
- Improve the prioritization process