Page Comparison

Tracking Tickets Escalated with ExL (Greg’s suggestion at 6/29 OT Meeting)

Discuss creating a spreadsheet to track all of the tickets we’ve escalated with ExL and the current status for each of these tickets

25 mins

Team

• Would be helpful to discuss this further with Tom

• Tracking tickets per LG’s request proved to be time consuming for all of the campuses, so we should be mindful of how we would be tracking tickets and what the ROI would be for us tracking these tickets

  • What we’re looking for, why we’re looking for it, and what are we hoping to get out of it

• A larger conversation about tracking tickets might be helpful, and reaching out to other campuses i.e. CSUs to see what they do for tracking tickets might also be helpful

• It seems like what Greg is looking for more specifically is the follow-up to campuses asking OT-SC to escalate tickets with ExL in the monthly support meetings

  • Jackie’s notes from last ExL meeting:

    • work in progress vs things that are just sitting and waiting

    • both UCI tickets were linked to jira tickets internally

    • "they just didn't get to it" stuck but not in development

    • took seven months to get a straightforward update; dev needs to provide timely updates; should not have taken this long
      #06398058

    • problem with job prioritization algorithm; lots of fluxuations in performance; high priority with dev and waiting on target for when it can be fixed

    • widely reported; dev opened the ticket themselves
      Primo accessibility is very challenging; very intensive testing; lots of open tickets; external bodies working on this; multiple screenreaders

  • Ex Libris Support Meeting Agendas

    • Agendas are built in this document, and then notes are also taken here and available to everyone

    • The follow-up would be these notes

    • A reminder about this notes document would probably be helpful for OT folks

    • Linking this notes document in the OT notes would also be helpful

    • And a more structured reporting out of the ExL meeting would be helpful

Task Report

Review and Update Task Report

mins

• • If the notes document proves to be an insufficient solution, then we could look into some type of spreadsheet or some other type of tracking

• SILS Ops Center would probably be the best place to track this going forward, but a further conversation about why and how we’re doing this, would be a good idea

•  Mallory Gianola will link the Ex Libris Support Meeting Agendas and notes in the OT Agenda/Notes going forward

2022 SILS Annual Review

Review of In Progress Document

5 mins

Caitlin

• Caitlin will be sharing these ideas with the LG at this Friday’s meeting

• Caitlin is anticipating that after Friday’s LG meeting, this document will then come back down to OT where it will live

  • Could be a potential agenda item for next week’s OT meeting

  • At minimum for next week’s meeting, it’s an FYI

    • The OT meeting after next (7/27) might have more action items related to this, but since Tom will be out for the LG meeting this Friday, it would be good for OT-SC to discuss this topic further at the 7/20 OT-SC meeting before taking action items to OT

Build agenda for next OT meeting

Build and finalize the agenda for next week’s OT meeting

5 mins

Team

• See proposed agenda here

Parking Lot

Capture important topics for future discussion

Total

40 mins