Alma Known Issues: Q&A

Monthly Alma releases contain features that connect to a complex network of other entities. Sometimes bugs/issues are reported by customers due to the various system enhancements. Known Issues present Alma users (who have the Known Issues Operator role) with an indication of the issues/bugs that currently exist and are defined as a) high priority by submitters of the case, b) identified as bugs, and c) have a fix date that was communicated to the customer(s). Each known issue has a target release for the fix.

• Q: Which issues make it to the list?
  A: The list contains major issues from Alma customers which were either fixed in the previous three releases or have an upcoming fix date. Fixes older than three releases are rolled off the list each month. This is different than the resolved issues list that comes with the Release Notes. That list contains ALL customer issues. Known Issues contains all high level defects that get version commitment and are communicated to the customers.
  Defects that involve personal data are excluded from the Known Issues list and remain with the existing process.
• Q: How often does Ex Libris update the Known Issues list?
  A: The list is updated with the monthly production release. For current cases, see Fix Schedule (accessed from the Help menu). Note that you must have the Known Issues Operator role to view it.
• Q: Why can't I see which institution submitted the case?
  A: Due to privacy concerns, Ex Libris cannot add this information.
• Q: When I copy the SalesForce number from the list and paste it into SalesForce, why can't I view the information?
  A: Not all SalesForce cases are public to all. The issue is presented in the known issues list with a general description without revealing certain pieces of information due to privacy issues.
• Q: The known issues list is only in English. Are there any plans to make the list multi-lingual?
  A: Currently the issues are described only in English. As time passes, Ex Libris will consider adding support for more languages
• Q: Why can't I see a resolution description on every known issue?
  A: A resolution description is associated to a known issue only after the issue is fixed and the target release date has arrived.
• Q: What if I see an issue that I am experiencing in my institution and that already exists in the list; should I submit a SalesForce case?
  A: Institutions may want to wait for resolution and not submit a SalesForce case. However, submitting a case referencing the known issues list or the cases attached to it, allows Support to notify your institution directly on the fix schedule.
• Q: Does a Fixed status mean that it has been confirmed fixed by the customer?
  A: Fixed indicates the development stage, and not that the customer has confirmed that it is fixed. Naturally, all case resolutions are sent to the customer who reported them. In cases where the customer feels that the fix is not working as expected, a new known issue will appear.
• Q: What causes issues to fall off the list even though they are still open?
  A: An issue is not supposed to fall off the list. If an issue is off the list it is because it was fixed and three months has passed.
• Q: I have opened a high priority case. Why can't I see it in the list?
  A: Only bugs appear on the known issues lists. Many bugs can be resolved without a code change and these do not appear on the list. In addition, if a customer opened a high priority case, it first goes through an analysis and an R&D evaluation, and then, if a code fix is required, it is added to the list at the next scheduled update. If the case still does not appear in the list after this process, add a comment to the existing case (do not open a new one).