Indiana University Bloomington Libraries
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Unicorn Problem Reporting and Tracking Workflow
- Library staff member encounters a problem while performing a Unicorn function. The staff member should first try to contact their Unicorn Application Contact to review the transaction. If the Application Contact is not available, the staff member should contact the campus Support Center or Help Desk, TIER I support.
- The Application Contact will assess the problem and determine if it can be solved on site. If not the Application Contact and/or the staff member will contact the campus Support Center or Help Desk.
- All campus Support Centers or Help Desks will utilize a problem assessment flowchart to help determine if the problem is with the Unicorn application or another computing resources, e.g. workstation, network, etc.
- If the problem is with Unicorn, the Support Center or Help Desk will submit a problem tracking ticket into the Unicorn queue of the Falcon system (formerly Eclipse system). This queue will be monitored by functional experts within the Library, TIER II support. The functional experts will be responsible for finding a solution or passing the problem to the next level of support, TIER III.
- TIER III support consists of UITS application developers, systems programmers, and database administrators. These individuals can only be contacted by TIER II support staff, or under special circumstances, by TIER I support staff.
Important links:
- Diagram of Unicorn Support Model
- Problem Assessment Flowchart
- For Library staff:
- Campus Support Centers
(Always use the term Unicorn to identify the system. If you send email, put the term Unicorn in the subject line.)- Install Unicorn WorkFlows
(Select Unicorn/Workflows, then select the download and installation link.)- Unicorn Authorizations Form
(Use this form to request: new accounts, changes to existing accounts, and removal of accounts.)URL:http://www.indiana.edu/~libauto/lms/unicorn_sup_model.html
Last Updated: 8 January 2004
Created: 3 November 2000
Comments: libauto@indiana.edu
Copyright 2000-2004, The Trustees of Indiana University
