Create a ticket in Sitka Support queue

1. Contact Information: Please include the caller’s name, their library, and an email address where we can contact them.
2. Descriptive subject. To make tickets easier to identify in RT please provide as descriptive a subject as possible.
3. What, where, when, how? Be specific about what they were doing in Evergreen, what results were obtained versus what was expected, and the steps required to reproduce the problem. If you cannot reproduce the problem exactly please describe the circumstances in which it occurred and the symptoms observed, including relevant patron and item barcodes.
4. Include error messages. If the problem caused any OPAC or staff client error messages please copy and paste error text or attach screenshots when possible. See the section called “Submitting Files to Support” for guidelines.
5. Include example barcodes and IDs. A problem in circulation? Make sure you include the patron and/or item barcodes that were in use when the problem occurred. Cataloguing issues? Make sure you include the item barcode and/or the record ISBN/ISSN or record ID where the problem occurred.
6. Troubleshooting. Include the steps you have already taken to try and resolve the problem.
7. Do NOT include passwords. Co-op Support should never ask for patron or staff passwords.