E-resources troubleshooting communication

See Best Practices for Decision Pages and Tags for groups

Legend: not started STALLED decided

Recommendation

1/18/24:

• ERES recommends the audience/context for the new page be for onboarding and refreshing knowledge for current staff.

• Will ask All-Chairs to make it a top level page under Resources on the Homepage and to include it as part of the on-boarding process for new SILS members.

• ERES will annually review the page and recommend that campus representatives disseminate it to relevant staff and particularly CDL Helpline users.

11/27/23:

• Following a discussion of this Work Plan item at ERES on 11/9/23 (notes below), ERES recommended the creation of a page containing best practices for writing a ticket and best practices for troubleshooting e-resources. This is the sole remaining in progress Work Plan component that is part of this decision page.

• No further action is needed on the item "Improving efficiencies in local ticket hand off for CDL managed issues” since ERES deemed this to be out of scope and not a current priority.
  
  

10/31/23:

• A component of this Work Plan item (“Create efficiencies/support/knowledge building through a centralized conversation space accessible by a variety of library staff to discuss issues as they arise”) has been fulfilled by https://uc-sils.atlassian.net/l/cp/sYFPGjSa with the creation of the Slack Community Channel.

• The issue “track UC Problems that have become stuck” requires no further action. We have a process for handling this through All-Chairs and monthly ExL meetings.
  
  

The remaining items to decide relate to ticketing systems & writing support tickets:

1. Discuss at ERES whether any local documentation on writing support tickets exists. Report an Alma / Primo VE Problem at the SILS site is a helpful resource.

   1. We are looking into whether any further documentation on writing a good support ticket should be created and whether ERES should lead this. See the presentation shared by SUNY OLIS https://sunyolis.libguides.com/friendly.php?s=training-syslibs/general.

   2. Regarding harmonization of ExL tickets and knowledge sharing of issues occurring at multiple campuses,Report an Alma / Primo VE Problem notes, “If you suspect your issue is a systemwide issue or NZ issue, email the SILS Operations Center CDL Team: sils-sysops@ucop.edu (in addition to any other contacts you feel are appropriate)."

2. Discuss at ERES the item “Improving efficiencies in local ticket hand off for CDL managed issues” (described below) by revisiting tickets, the state of local ticketing systems, and ticketing hand off workflows. Is this a project we need to take on now, and is there a solution?

5/5/23: UC SILS Community SLACK, uc-sils-comm.slack.com
#acquisitions-and-e-resources channel
[created May 5, 2023]

Background

Local campuses may not have sufficiently trained staff to submit tickets, leaving burden on too few individuals in relationship to quantity of work. Perhaps ERES can develop a best practices resource for performing this task as well as follow-up/analysis.
https://slcny.libguides.com/training-syslibs/general - https://public.3.basecamp.com/p/t5DhLjnnFmpf3t61gWDKdRdG

Who submits tickets to ExL Sales Force, understanding what CDL submits and what local campus submits. List of Ex Libris ‘super users,’ and identify who on campuses submits tickets at different levels. SOT and Ex Libris – tracking UC problems that have become stuck - develop best practice for how to keep these problems active and escalated as needed.

Dependencies

Each campus has its own troubleshooting system, although each working group must devote substantial work into duplicating these entries into the CDL Fresh Desk system for all relevant matters handles at centralized level. This produces two systems to maintain, cross-reference tickets in two systems, etc. Each local system is set up differently, thereby producing CDL tickets that are formatted with differing metadata.

Questions to consider

1. What is the scope of documentation covering troubleshooting tickets (ExL, CDL, or general tickets)?

2. What is the audience for any potential documentation (ERES members or staff)?

Action Log