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
Anya (Co-SIG Convener)*	Vendor Representative	EBSCO
Charlotte Whitt	Product owner, Vendor Representative	Index Data
Debra Howell (Co-SIG Convener)*	Implementing Library (supported by vendor)	Cornell
Jaleh Fazelian	Implemented Library	UM System
Robert Heaton	Vendor Representative	EBSCO
Thomas Trutt	Implemented Library	Cornell
Yuntian Hu	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

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