Support Advisory Group – Meeting Notes

Decisions

1. When a support ticket is set to ‘Awaiting Customer Input’ extend the auto closure period from 2 weeks to 4 weeks. Change made on 17th July for new calls. Decision to be reviewed after IGeLU 2024.

Current Action Items

• Capture Business Analysis from the community to inform the design of a Known Issue System
• Discuss specific topics given to us by ExLibris support colleagues (Question Set 1)

Meeting notes

• 2024-07-25 (notes to follow)
• 2024-07-18 – JOINT Group Meeting with ExLibris Support – Topic – ExLibris Known Issues System project.
• 2024-06-27 – Group meeting #05 – Topic – Business Analysis discussion – Known Issue Systems
• 2024-06-06 – JOINT Group Meeting with ExLibris Support – Topic – Further discussion of Question set #01 provided by ExLibris
• 2024-05-30 – Group meeting #04 – Topic – communication planning, known issue requirements gathering initial discussion.
• 2024-04-25 – Group Meeting #03 – Topic – Initial discussion on Terms of Reference actions
• 2024-03-28 – Group Meeting #02 – Topic – Initial discussion of Question set #01 provded by ExLibris
• 2024-02-29 – Group Meeting #01 – Introductions and admin.