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    Submitting Rosetta Support Cases Best Practices

    • Product: Rosetta
    • Product Version: 5.3/5.4/5.5

     

    Structure

    Use the following case structure:

    Relevant info

    Environment: Production/Sandbox/Development

    Institution:

    Rosetta Version: 5.3/5.4/5.5

    Object number: SIP/IE

    Description

    Issue description:

    Steps to reproduce:

    Attachments

    Logs

    Screenshots

    Tips

    • Make sure to choose the correct asset (Rosetta)
    • Include any information that could help us resolve the issue
    • Avoid long sentences and repetition
    • Use bullet points (or numbering) instead of paragraphs
    • Be clear and specific
    • Limit yourself to one problem per Case
    • Make sure your system is accessible and ExLibris user has sufficient privileges (user roles)

     

    Additional Information

     More information about submitting a new case can be found in the Support Portal User Guide.

     


    • Article last edited: 12-Mar-2018
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