The Known Issues Portal is a centralized, modern solution that gives you real-time visibility into high-impact product and content issues.

Following are Frequently Asked Questions about this Portal. 

Q: What is the Known Issues Portal?
A: The Known Issues Portal is a centralized, searchable Portal where you can find information about Ex Libris Product and Content known issues. The Portal is fully integrated with our existing support workflows, ensuring that any issue is seamlessly tracked and addressed through our internal processes. This enables timely updates and clear communication.

Q: Why was this Portal introduced?
A: The Portal was developed in close collaboration with our community, based directly on your feedback and needs. It aims to improve transparency and provide a self-service option for customers to check the status of known issues, reducing the need to contact support for updates.

Q: What is the scope of the Portal?
A: We are initially launching the Portal with a focus on Alma and Content issues—specifically those that require a software fix or depend on long-term resolution by Content Providers.  These issues are often complex and time-consuming to resolve, and increased visibility is critical for effective planning and support.

Q: How was the product scope determined, and will it be expanded?
A: The current scope is the first step in a broader initiative to improve transparency into product defects. Based on your feedback, the Portal will continue to evolve and expand to include additional products and issue types in future phases.

Q: Do I need to log in to access the Known Issues?
A: No, the portal is publicly accessible and does not require login to view known issues. However, if you'd like to report that you're experiencing a known issue, you'll need to log in using your regular Support Center credentials.

Q: What is the process for creating a new Known Issue?
A: Product: A known issue is created when a reported support case is determined to originate from a confirmed product defect. Once validated as non-customer-specific and scheduled for resolution, the issue is documented and published on the Portal.

Content: A content-related known issue may be created reactively, after support cases, or proactively, based on internal monitoring or provider communication. Once the issue is pending, and the provider meets defined criteria (e.g., delayed resolution, no timeline, or unresolvable), it is documented and added to the Portal.

Q: Is the information on the Known Issues Portal consistent with what I would receive from the Support team?
A: Yes. The Portal provides the most current and accurate information available.

Q: If there’s a known issue and I believe I’m affected, what should I do?
A: Click the “Report” button on the issue page to indicate that you are affected. This will also raise the counter and help reflect the number of affected customers. You will receive updates as the issue progresses.

Q: I’m experiencing a similar issue, but it’s not exactly the same as the one listed on the Known Issues Portal. What should I do?
A: Please submit a support case with the known issue ID. Include a description of your specific issue—our team will review and determine whether it is related to the known issue or it is a separate issue.

Q: I would like to provide additional information about an existing Known Issue. How can I do this?
A: : Please open a support case referencing the known issue ID. Our team will review the information and respond accordingly.

Q: Can I suggest an issue to be added to the Portal?
A: While customers cannot submit issues directly to the Portal, all support cases are reviewed. If your reported issue meets the criteria, it will be documented accordingly.

Q: Will I be notified when an issue I've reported in the platform is resolved?
A: Yes. You will receive updates on the issue, including notification upon resolution.

Q: Can I filter issues?
A: Yes. Filter options are available to help refine search results. You can also check the “My Known Issues” box to filter to the issues you reported on.

Q: Does this replace communication from the support team?
A: No. The Portal complements our support services. You can still contact support (by opening a support case) for assistance or clarification.

Q: If I open a support case and Support identifies it as a known issue, will they inform me in the ticket?
A: Yes. Support will inform you and refer you to the relevant issue. You can then follow it directly through the Portal.

Q: Will additional statuses be added to the Product tab?
A: We are evaluating whether to include additional statuses for issues not yet scheduled for a fix.

Q: Will Product Known Issues include regressions?
A: No. Only issues pending a future fix date are published. Regression fixes are typically addressed immediately and will not appear on the Portal.

Q: What do the different Product Known Issue statuses mean?

A. Currently there are 2 statuses:

• Fixed - the Issue was resolved and version has been released.
• Scheduled- there is a scheduled date for the fix, but it has not yet been released.

Q: What types of issues are included in Content?
A: Phase one replaces the previous Excel-based Provider Content Known Issues, and will include issues that meet one or more of the following criteria:

• The provider has committed to a resolution expected to take more than three months.
• The provider can resolve the issue but has not provided a timeline.
• The provider is currently unable to resolve the issue. 
• Platform migration: Providers planning content migration will have related information listed, including expected impact and timelines given by the provider.

Q: How can I find issues related to a specific provider?
A: Use keyword search by provider name. Only providers with known issues will appear in the results.

Q: How often is the information on Content updated in the Known Issues Portal?
A: Updates occur regularly as new provider information becomes available or as issue statuses change. Each listing includes a 'Next Expected Update' field when applicable.

Q: What do the different Content Known Issue statuses mean?
A:

• Pending Provider - The issue has been escalated with the provider. Ex Libris is awaiting their input, investigation, or fix.
• Acknowledged - The issue has been confirmed and is recognized as valid. It does not depend on the provider but has not yet been scheduled for resolution
• Scheduled - A fix has been planned for a future release, the timeline is defined, but the fix hasn't been implemented yet.
• Fixed - The issue has been resolved and the fix is complete.
• Won’t Fix - After evaluation, a decision was made not to resolve the issue. This is usually due to limitations set by the provider, or low overall impact. No fix is planned at this time.
• In Review - The issue is being evaluated

Q: How can I provide feedback on the functionality of the Known Issues Portal?
A: You can provide feedback by submitting it through our Support Center Portal or using the feedback option available within the Known Issues Portal interface.

Please submit any feedback about the Portal to Known.Issues.Feedback@clarivate.com.
Note that this email is intended for Portal-related feedback only. For questions about specific known issues, please submit a support case.