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This really is a software bug! Better report it ASAP!

Create issue in JIRA project (which will be sent to triage email address)

JIRA issue will provide:

Reporter name
Reporter email
Reporter institution
Reporter position/title
Other institutions impacted
FOLIO implementation support provider
FOLIO hosting provider
Customer priority
Summary (of issue)
System type (test or production?)
Go-live date
Steps to create error
Result on local FOLIO instance
Result on central FOLIO instance
URL of local FOLIO instance used
URL of central FOLIO instance used
Browser used
FOLIO version used
Labels (set to what you need for reporting)
Watchers (people at your institution who want to be notified of status)
Priority = TBD (will be set automatically)
Issue Type = Bug (will be set automatically)
Assignee = Unassigned (until after triage)
Component = blank (until after triage)

All needed information provided by Reporter?

Assigned triage person adds Comment to JIRA issue indicating what is missing; Email will automatically be sent to Reporter (plus Watchers)

; Response from Reporter will go to triage email address (Important note: if this is an emergency situation, triage will get started with what information they have)

Yes

Central FOLIO instance works properly?

Is issue related to a potential software bug?

Assigned triage person adds Comment (could be a canned response) indicating that JIRA project is for software bugs only and where help for other issues should be sought; Change Status to “Closed”; Email will automatically be generated to Reporter (plus Watchers)

Yes

This indicates a problem on the local install of FOLIO that doesn’t exist in the central install; Assigned triage person should add a Comment indicating this, set Component to appropriate implementation representative for Reporter; Email will automatically be generated to Reporter (plus Watchers)

Yes

Assigned triage person recreates issue on central FOLIO instance

Does issue still exist?

Assigned triage person adds Comment indicating that issue appears to have been resolved and invites Reporter to try again on central FOLIO instance; Change Status to “In Review”; Email will automatically be generated to Reporter (plus Watchers)

Does bug issue already exist for problem?

Yes

Assigned triage person links new bug issue to existing bug issue, closes support issue as a duplicate and adds Comment indicating what has happened; Email will automatically be generated to Reporter (plus Watchers)

Assigned triage person assigns a Component, which automatically assigns the appropriate Product Owner, and adds a Comment indicating what actions he/she has taken; Reporter and Assignee (plus Watchers) will be notified via email

FOLIO Software Bug Reporting Flowchart - DRAFT

Primary purpose: To route reported software bugs to the correct person as efficiently as possible

Assumption: Local triage has been performed, within your organization and/or with your implementation support provider

TRIAGE

(Rotating assigned people TBD)

JIRA Components will be used by triage to assign a confirmed software bug to the appropriate Product Owner. Components snip it…

Product owner takes over responsibility for issue at this point (moves issue to appropriate JIRA project, assigns priority, etc.); Reporter will remain associated with the issue, getting updates as issue is worked on (as will the Watchers)