Footprints Priority Guidelines

Footprints is your tool for reporting problems between the hours of 9 am – 5 pm M-F. Problems meeting the Prod Down criteria and occurring outside these hours, or on holidays, should be reported to ITEC by phoning: (716) 878-4832.

See the OLIS Service Portal (http://www.sunyconnect.suny.edu/service) for more support details.

What Footprints Priorities Mean

Prod Down – OLIS and/or ITEC staff will acknowledge within an hour (if the Prod Down criteria is met); review will take place within one hour; resolution is sought within 8 hours.  Use this priority for problems affecting access to the Aleph Production servers, for example:

  • the Aleph server is not responding via any connection method
  • the web OPAC is not functioning on the Prod side
  • searching is broken in both the web and GUI OPACs

High – OLIS and/or ITEC staff will acknowledge within 5 hours; review will take place within one working day; resolution is sought within 1 work week.  Use this priority for problems affecting staff work that will adversely affect other library functions if the problems continue for more than a day or two, for example:

  • the Circulation module is not allowing items to be checked out
  • cannot circulate most/any items without override by staff
  • the OCLC record loader is not working
  • can’t check in ANY serials title

Medium – OLIS and/or ITEC staff will acknowledge within 3 business days; review will take place within 4 working days; resolution is sought within 2 work weeks.  Use this priority for problems with current functionality that can be worked around for approximately one week, for example:

  • overdue letters will not print, or will not print correctly
  • patrons cannot perform circulation functions through the web OPAC
  • the Circulation module is not allowing holds to be placed, but items can still be checked out
  • indexing is producing undesired results
  • table16 & 17 changes
  • PLIF loads
  • client not working properly
  • staff account problems
  • existing indexes not working “properly”
  • difficulty checking in a particular serial title
  • the web OPAC is sending confusing errors, but is still returning searches

Low – OLIS and/or ITEC staff will acknowledge within 1 work week; review will take place within 5 working days; resolution is sought within 4 work weeks.  Use this priority for questions regarding new functionality, for example:

  • add Patron circulation functions to the web OPAC
  • new reports are required
  • a new index is required
  • re-indexing
  • new book list
  • assistance needed with printed products
  • need for statistics/reports

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