Submitting and Viewing Cases

What to include in cases

Submitting a clear and detailed request with examples and steps to reproduce will help to expedite and resolve your cases.

Using the online case form: 

1. Enter descriptive information about the issue in the Subject field
2. Gather information the Help Desk may need to begin work on your case and enter it in the Description.
   
   • Are you using this feature for the first time?
   • When did you first notice the problem?
   • What steps have you already tried to resolve the problem?
   • Can you recreate the problem?
   • What was on the screen when the problem occurred?
   • What is the exact wording of any error messages?
   • Does the problem occur for all records, files, etc.? Just one? A few?
   • Does the problem occur for all users ? Just one? A few?
   • Has anyone changed relevant System Options or Parameters recently?
   • Has anyone changed hardware recently?
   • What sequence of steps can Innovative take to recreate the problem?
   • IS this related to a project or upcoming deadline?
   • If appropriate, also provide:
     • Examples of record number(s), such as bibliographic, order, item, patron, authority, checkin/holdings, course reserve, etc. that illustrate the problem
     • Search strategy used
     • Saved search name or template
     • Review file number and name
     • Saved query Process ID or Saved results file Process ID
     • File name(s)
     • Heading(s)
     • Login or User information
     • User initials used
3. Do you have a printout or screenshots illustrating a problem? please share with Innovative using the Attachments feature.
4. Submit a separate case for each individual issue.
5. Identify the urgency or severity of your report.
   

   Severity Descriptions
   System Down	A loss of access to Innovative applications, due to hardware or software failure impacting library system.  For example, widespread system unavailability; production system is down; connectivity to a client preventing library operations.
   High	A time-sensitive request for service to meet a library deadline or other issue that minimally impacts the library workflow.
   Medium	A non-urgent issue that does not affect library workflow or negatively impact  patrons’ ability to use the catalog.
   Low	A how-to, functionality, or configuration request of an informational nature.

See also related support information: Innovative Customer Service Policy for Non-English Support 

Viewing Cases

The Support Center is your tool for tracking and managing case with Innovative. View details about each case and communicate directly with Innovative staff assigned to your request from Manage Cases by clicking on the case number.  This will open the case details where you can view and add additiona information.

Status field in Cases

Support Cases go through many phases (investigation, diagnosis, defect identification, defect verification, development, etc.), they can be handled by multiple teams (Support, Development, Product Management, etc.), and include communications between our analysts and the customer. For a detailed description about the different statuses, see Case Status in Support Center.