Here is the latest from PIAC!
Polaris Bug Repairs
In December, the PIAC team reviewed a list of Polaris bugs, and requested additional review from the Clarivate team for several identified in the more urgent/impactful category. The Clarivate team has shared several of the bugs have been resolved in later Polaris releases, and that a further review and refresh of the Bugs, Known Issues, and Knowledge Portal pages will help clarify bug status in the future.
Going forward, the PIAC team will review the Bug list twice a year, and share standout topics with the Clarivate team. Polaris members are encouraged to reach out to PIAC, after getting a bug number (or Jira #) from support with feedback or requests regarding bugs that are impacting operations for their system, and if possible, include additional examples/context for the impact of the bug.
PIAC PS: Internally, we lovingly refer to this as BEEP: The Bug Evaluation and Elimination Process.
Knowledge Portal Spring Cleaning
The Clarivate team have begun spring cleaning of the resource support content, and streamlining information in the Knowledge Portal. Support sites for opening tickets, tracking outages and system statuses, and Known Issues will remain separate, but content related to training, documentation, and resources will be organized for easier use.
Check out more info on this FAQ: FAQ_New_Knowledge_Portal.pdf, and stay tuned for more updates from the Clarivate team in 2026!
EDI New Upload Issue
Some Polaris users have reported an issue with reprocessing EDI files by placing them in the EDINew folder on their server. This workflow stopped functioning after the 7.6 update introduced SFTP support for EDI. This has become more noticeable as more libraries transition to new materials vendors and need to reprocess EDI files during implementation. This issue will be resolved in Polaris 8.1.
PAC Accessibility Status
There are no updates to share since PIAC’s last check-in with Clarivate regarding the accessibility status of the PowerPAC in September (see PowerPAC Accessibility Conformance Report), but the Development team are working on several security-related items and more information will be available at a future date. If you have specific accessibility challenges that come up during internal reviews, please submit them as a support ticket.
Touching Base with Clarivate Support Team
Many Clarivate users have scheduled regular touch base meetings with their support rep, but with staffing changes, some of these meetings may have fallen out of the calendar. The Clarivate Support team would like to share that they are happy to meet with users upon request, and if your system identifies a need to meet to discuss ticket status, development questions, or share feedback with the support team, they are always happy to hear from you and schedule time to meet. They are also available to schedule regular touch base meetings, at a frequency that best meets your needs (quarterly, monthly, etc.).
To schedule a meeting, please reach out to the iiisupportescalation@clarivate.com group, or contact Caitlin Spears, Director of Customer Care, at caitlin.spears@clarivate.com.