n the event the Five Colleges Library System Coordinator (FCLSC) is out of the office, there will be coverage for Severe and Critical FOLIO issues
Types High Priority Issues
“Severe” issues are events that makes a daily workflow impossible, but does not make all work in a FOLIO module impossible, and does not have an immediate negative affect on patrons
“Critical” issues are events that make daily work impossible in at least an entire module OR has an immediate negative impact on patrons.
Misconfiguration that causes a negative patron experience. During the period of absence, the backup can use their best judgment to either ask users to manually override, or adjust configuration to put the system in a working state until the FCLSC returns
Workflows that are vital to operations, but can be deferred or do not happen during the period of absence should be recorded but do not require a ticket
Notification
Backups will be notified of a planned absence via Slack. The user providing support will be noted in the FCLSC out of office message
In the event of an unplanned absence, backups may be notified by the FCLSC’s direct supervisor
Responsibilities
During the period of absence the back ups are expected to:
Monitor the folio-bugs Slack channels for bug reports
Monitor emails for error reports coming from Local FOLIO administrators
Send FOLIO alerts to FCLIB email list
Open tickets in EBSCO Connect for Severe and Critical issues
Log issues that are neither severe nor critical in the Bugherd system
Adjust circulation or notice policies that are providing a negative patron experience
Users experiencing problems should consult their local FOLIO contact as found on the FOLIO Emergency Procedures and Contacts for FOLIO questions and issues.
High Priority issue procedures
In the Slack Announcements Channel, provide an “@channel” notification that describes the FOLIO issue, and inform the users that the issue is being logged with EBSCO
Open an issue in EBSCOconnect
The EBSCO connect ticket should include “[severe]” or “[critical]” as appropriate prefixing the title of the ticket
The “Is FOLIO affected?” checkbox should be marked
In the body of the ticket include:
The module that is unavailable
The time the issue was first observed
Any error messages
The steps to reproduce the problem.
A message to FCLIB with [FOLIO ALERT] prefixing the subject should be sent informing staff of the issue
As EBSCO provides additional information updates should be given in Slack in response to the initial alert
If EBSCO provides an estimated time until the issue is resolved, the consortia should be notified via FCLIB with [FOLIO ALERT] prefixing the subject
Once the issue is resolved, it should be reported to Slack Announcements @channel and FCLIB with [FOLIO ALERT]