News and updates
- Known Issues Platform – Update to follow at ELUNA2025
- SAG Customer Survey – Please share your experiences of Support – Survey is open 5th June until12 June.
.
Current action items for the Group
- Survey the User Community to capture general feedback on Support experience – our SURVEY will be open 5th June to 12th June 2025
- Discuss specific topics given to us by ExLibris support colleagues (Question Set 1)
- Raise any general issues passed to the group from Working Groups, INUGs
- Review TOR
- Review six month work planning for the group
- Review in-scope topics in ToR
- Review in-scope.out-of-scope topics for Consortium Support issues
- Plan for group membership changes
Decisions
- 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.
Meeting notes
- 2025-05-27 – Group Meeting – Capture questions regarding KIP, Survey design, ELUNA2025 planning.
- 2025-05-20 – JOINT Group Meeting with Clarivate colleagues Demo of KIP slides and discussion about documentation and communications plans.
- 2025-03-25 – Group Meeting – Topics – KIP, Survey, Defect Cleanup, End to end lifecycle of support incidents.
- 2025-03-18 – JOINT Group Meeting with Clarivate colleagues – Topics – Schedule for KI Platform testing, status of defect cleanup project.
- 2025-01-23 – JOINT Group Meeting with Clarivate colleagues – Topics – Schedule for KI Platform testing, status of defect cleanup project.
- 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.