Salesforce Case Submission- Digitization and Basecamp Tracking
- Elizabeth Rodriguez (Unlicensed)
- Linda Michelle Weinberger
- Jackie Gosselar
Details Regarding Opening SalesForce Cases (For Bugs)
If an issue/question is campus-specific, please open a case with your account associated with your campus
Instructions for existing Alma-campuses, please see post 📢 **For existing Alma campuses** regarding cases in SalesForce - 01UCS - Alma/Primo VE Project Implementation for University of California Libraries
If an issue is being reported for the consortia, please send email for UC-wide cases to be submitted to EXL Salesforce to sils-sysops@cdlib.org
REMINDER: If you need a SF account, please check with your IC and refer to SalesForce - Support Portal - 01UCS - Alma/Primo VE Project Implementation for University of California Libraries
Details Regarding Submitting Enhancement Ideas to Ex-Libris (For Non-Bugs)
Enhancement requests can be submitted to Idea Ex-Change: https://ideas.exlibrisgroup.com/forums/308173-alma?category_id=392281
Once published, ideas are available for up-voting by Ex-Libris customers. Those that receive the most votes can be considered by Ex-Libris
Note that this is in part duplicated by https://uc-sils.atlassian.net/l/c/U4bagWUw
Open Issue | Description | Who’s Responsible for Creating | Status | Sent to sils-sysops@cdlib.org | Workaround |
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Page entries on the Resource Sharing form are only sent when enumeration fields are populated with information. | Critical Issue Pages are sent only when enumeration fields are populated with information. For example, if volume field is not empty, pages are also sent. Otherwise, system sends ‘Full’ digitization request type. Full digitization request types cannot be processed by Deliver Digital Documents, which prevents staff from being able to complete Document Delivery workflows. Current work-around while we wait for repair: Mark “Volume” fields on resource sharing form “Mandatory” to force patrons to populate the fields to prevent the error. This is not a workable long-term solution since it’s confusing for the patrons. Requested using UCSB Primo Primary ID: ILLfacultysb Password: SBgauchos Title: The Breakfast Club : John Hughes, Hollywood, and the golden age of the teen film Elissa H. Nelson Item Location: Arts Library, UCLA https://na07.alma.exlibrisgroup.com/permalink/01UCSB_INST/r15up4/alma9910786840406531 Results: Appeared in Monitor Requests and Item Processes Queue in UCLA Alma Fail: Patron Note and Requested Page Numbers did not come through on print slip report Fail: Fulfillment> Deliver Digital Documents and scanned Request ID. Error note reads: Request is not document delivery and cannot be handled. Please use the digitization task list. Fail: Request came in as a full instead of partial digitization request
| UCLA on behalf of Consortia | Reported Update from Ex-Libris 8/11/21 This fix is scheduled for November 2021 release | Sent 5/28/2021 cc’d Fulfillment FG listserv and ILL Ops Chair sils-sysops ticket:
ExL Case number: 00960981. cc'd FFG, ILLOPS, and IC groups. | Volume field must be made mandatory on resource sharing form. Note that this can cause an additional issue with the item locator during pick-from-shelf stage. Operator must use the “Attach Request” button to override and put the request in transit.
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Preferred Pickup Location Error When Patron Chooses Owning Campus as Pickup | If a patron submits an AFN request for an item from another campus, and chooses the owning campus as the pickup location, Alma changes the pickup location for the request to the patron's home campus instead. If a patron submits an AFN request for an item from another campus, and sets the preferred pickup to a third campus (not their own, and not the owning campus) everything works as expected (the patron is able to pick up from their preferred pickup location). This is happening for all campuses UCD patron (Jason Newborn primary ID in UCLA Alma 5622465530006533) submits an AFN request using UCD Primo for the following item from UCLA to be picked up by patron at UCLA. On the request form, he chose: UCSB patron (Scott Hathaway primary ID in UCLA Alma 5883904510006533) submits an AFN request using UCSB Primo for the following item from UCLA to be picked up by patron at UCLA. On the request form, he chose:
| UCLA on behalf of Consortia | Reported | Sent 8/16/2021 Sils-sysops ticket: ExL Case Number: 00984437 cc’d ILL Ops and Fulfillment FG |
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Books received in VDX are getting an Alma expiration date several days before the local due date- Affecting UCLA | All books that UCLA is receiving in VDX are getting an ALMA expiration date of 4 days before the local due date. This issue has been generating a large volume of manual work for our ILL staff to correct the expiration dates.
| UCLA | Reported Ex-libris is testing in the sandbox | UCLA Salesforce Ticket: https://exlibrisgroup--c.visualforce.com/apex/VF_Case_WithoutJira?id=5004y00001hIJDYAA4 |
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Unable to check out AFN borrowed items to their requesters- Affecting UCLA | We're seeing some instances of error messages when trying to check out an item borrowed via the AFN to the patron that requested it. When we attempt to check out the item to the UCLA patron, we choose the item's home institution from the dropdown menu, but when we scan the barcode, we are given an error message that the item is on hold for another patron. | UCLA | Reported Connected to UCLA ticket number 00998677 Connected to UCB ticket number | UCLA Salesforce Ticket number 00998677 https://exlibrisgroup--c.visualforce.com/apex/VF_Case_WithoutJira?id=5004y00001hIfF1AAK |
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Error message when patrons attempt to check out AFN borrowed materials using self check machines- Affecting UCLA and UCSD | UCLA and UCSD are reporting error messages when patrons attempt to check out their AFN requested materials using our 3M/Bibliotheca self-check machines. Both campuses have self-service hold shelves where patrons can retrieve their local and AFN requested items and then check them out using self-check machines located near the shelves. Patrons are reporting error messages when they attempt to scan the barcodes of their AFN requested items for checkout. The error message they are receiving is that the item does not exist. Item barcodes are unique across institutions. This is a critical error for institutions because a significant amount of checkout takes place using these self-checks and hold shelves. | UCLA | Reported Ex-libris says this can be resolved if the consortia decides to change the settings for patron and item barcodes to be UNIQUE | UCLA Salesforce Ticket https://exlibrisgroup--c.visualforce.com/apex/VF_Case_WithoutJira?id=5004y00001hJ3PiAAK |
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AFN Locator mismatch & unmatches (or other incorrect-ness happening) | Systemwide salesforce case number: 05305139 For IZ cases; on lending side, capture bib & any identifier information (text grab + (optional) screengrab) for SF ticket. Let ExL know if you had to move request on (so patron isn’t waiting). - Could also grab bib & identifier info from VDX requests that have UCs added to rota. UCSC cases: 00998731; 01003145 UCSB cases: 01006698; 01008243 UCSD case: 01006810 UCB case: 01006794 UCD case: #01006751 UCR case: 06209384 UCI case: 06212478 – This is a “Borrowing-Centric” case where The Borrowing title requested in UC Library Search by the Borrowing patron immediately mismatches to the UC Lender, and the UC lender has no indication that the wrong title was just ordered. | CDL + All | Reporting |
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Alma creating duplicate network patrons- UCB |
| UCB | Reported Connected to UCLA ticket number 00998677 Connected to UCSD ticket number 01006424 |
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Alma creating duplicate network patrons- UCSD |
| UCSD | Reported Connected to UCLA ticket number 00998677 Connected to UCB ticket number 01007264 | UCSD Salesforce Ticket 01006424 |
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Closed Issue | Description | Who’s Responsible for Creating | Status | Sent to sils-sysops@cdlib.org | Workaround |
Cannot select specific holdings record for the requested material | Linked to Davis Issue Submitted Below When a journal has multiple holdings records, patrons are unable to select the specific holdings record desired for the requested material. According to Ex-Libris, when we’re selecting 'Cataloged Items' we should have all requestable items available in the drop-down. | UC Davis on behalf of Consortia | Resolved/closed | Sent 6/3/2021 sils-sysops ticket:
ExL Case number: 00961961. cc’d Fulfillment FG listserv, Derek Sisneros, and Robin Gustafson | Do not use the description drop-down. |
Comment field entries on request form currently not displaying on the lender side | CRITICAL ISSUE Patron entries to the Comment field on the Resource Sharing form are not coming through to the lender side of the request. This is a critical issue since it prevents staff from knowing details of the patron request that they could not, or choose not to communicate using the other fields (volume, pages, etc.) Requested using UCSB Primo Primary ID: ILLfacultysb Password: SBgauchos Title: Everyday pasta : favorite pasta recipes for every occasion / Giada De Laurentiis ; photographs by Victoria Pearson. Item Location: Powell Library, UCLA Submitted digitization request Comments Entered: Test digitization request- comment https://na07.alma.exlibrisgroup.com/permalink/01UCSB_INST/1aqck9j/alma9911012795906531 Results: Appeared in Monitor Requests and Item Processes Queue and Pick From Shelf in UCLA Alma Fail: Patron Note and Requested Page Numbers came through in Description field on print slip report Fail: Comments entered on form did not come through on print slip report Re-ran exact same test with same item, but for monograph request Comments Entered: Test monograph request- comment Results: Appeared in Monitor Requests and Item Processes Queue and Pick From Shelf in UCLA Alma Fail: Comments entered on form did not come through on print slip report
Requested using UCSC Primo Primary ID: ILLUCSCFACULTY Password: ucsctest 3D printing with Autodesk 123D®, Tinkercad®, and Makerbot® Location: SEL, UCLA https://na07.primo.exlibrisgroup.com/permalink/01CDL_SCR_INST/1tolven/alma9910633113606531 Submitted digitization request Comments Entered: Test digitization request- comment Results: Appeared in Monitor Requests and Item Processes Queue and Pick From Shelf in UCLA Alma Fail: Patron Note and Requested Page Numbers came through in Description field on print slip report Fail: Comments entered on form did not come through on print slip report Re-ran exact same test with same item, but for monograph request Comments Entered: Test monograph request- comment Results: Appeared in Monitor Requests and Item Processes Queue and Pick From Shelf in UCLA Alma Fail: Comments entered on form did not come through on print slip report
| UCLA on behalf of Consortia | Resolved/closed | Sent 5/28/2021 cc’d Fulfillment FG listserv and ILL Ops Chair sils-sysops ticket:
ExL case number: 00960945, and cc'd cc'd FFG initially, ILLOPS, and IC groups for updates | Other fields must be provided: volume, issue, etc. Information in comments field will not be seen by the lender until this is fixed. Comments field should be removed. |
Davis Beekeeping Title Issue- linked to Cannot select specific holdings record for the requested material above | From Digitization meeting notes:
- https://3.basecamp.com/3765443/buckets/15553579/messages/3700858079 Use Deliver Digital Documents from Fulfillment menu to send file using request ID. We still need a case to inform support about this issue. | Davis @Jason Newborn this one looked like you were working with Svetlana on this. Can you take the lead on getting this written up and emailed to sils-syops@cdlib.org, so they can submit to Salesforce? | Resolved/Closed | Sent 6/3/2021 sils-sysops ticket:
ExL Case number: 00961961. cc’d Fulfillment FG listserv, Derek Sisneros, and Robin Gustafson | Workaround is to use alternative “Deliver Digital Items” workflow (which Ex Libris recommends anyway). This should have minimal or no impact, but needed to be reported. |
Request moves from one institution to the next instead of cancelling when the patron cancels their request in Primo. | The patron cancels the request from the lending library tab, but the request does not cancel in full. The request is cancelled from the current lending institution and moves on to the next institution on the string. According to Ex-Libris, when a patron cancels their request, it should be completely canceled and not sent to the next partner in the rota. Requested from UCSD using UCLA Primo UCLA Patron account: 200601246 Title of Book: The film experience : an introduction Resource Sharing Request Status: Request sent to partner, External Id: 01UCSLAL0001077 Results: Fail: Request for UCSD item was cancelled by UCLA patron using Primo, then the request moved to UCSC where it was cancelled. | UCLA on behalf of Consortia | Resolved/Closed Fixed in October Release | Sent 5/28/2021 cc’d Fulfillment FG listserv and ILL Ops Chair sils-sysops ticket:
ExL case number: 00960983, cc'd FFG, ILLOPS, and IC groups. | No workaround: patrons must be made aware of this behavior and be told to cancel only in their home institution until this is fixed. |
Other UC Patron AFN requests bypassing SRLF holding and moving to UCLA's VDX Not Supplied Queue | High Priority examples: 9644934, 9649311, 9644937
Our Local Number 01UCSLAL0007990 Name Wagner, Heather (Staff) Patron Barcode 6045896860006533 Patron ID 348955 Patron Status PATRN Email hwagner3@ucmerced.edu | UCLA | Resolved/closed Should be fixed after Network patron request TOU is deleted in UCLA IZ and replaced with NZ setting of “Do not convert to resource sharing” | UCLA Salesforce Ticket 987367 |
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Enhancement | Description | Who’s Responsible for Creating | Status | Sent to Idea Exchange? |
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Move information entered by patron to a note field (I think what we actually want is not to move data from the Description field into a Note field, but to recreated each free-text field as a separate field: article title, volume, issue, pages… JF) | Currently when patrons enter free field text (article title, vol, iss, pages) this information goes to the lender under the “description” field, not the digitization request corresponding fields. If the patron ALSO chooses an item from the Description dropdown menu on the Resource Sharing form, the item information OVERRIDES the citation information in the “description” field in the lender’s pick from shelf list. Recommendation: Move information entered by patron to a note field (I think what we actually want is not to move data from the Description field into a Note field, but to recreated each free-text field as a separate field: article title, volume, issue, pages… JF) |
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Basecamp Issue (These may turn into Salesforce Tickets if needed) | Status | Notes |
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AFN Alternate Pickup Location Issue- All Campuses https://3.basecamp.com/3765443/buckets/15553579/messages/3864854967 | Done/Answered/Resolved | Temporary Workaround for staff: https://docs.google.com/document/d/1TiJN1bKODFCCLSYq4oKpetWnDa5Gl1flEnz7if70xYY/edit |
UCSB Digitization Requests https://3.basecamp.com/3765443/buckets/15553579/messages/3876557335 | open |
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Walk-In Proxy Borrower-AFN https://3.basecamp.com/3765443/buckets/15553579/messages/3859188278 | Done/Answered/Resolved | Ex-Libris Response: Proxy user functionality is not supported for linked accounts. |
Fulfillment Network TOUs https://3.basecamp.com/3765443/buckets/15553579/messages/3832319657 | Done/Answered/Resolved |
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Request to change Resource Sharing Requests Limits to No Limit- All Campuses https://3.basecamp.com/3765443/buckets/15553579/messages/3828639337 | Done/Answered/Resolved |
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Clarification on NCIP Config for Alma Institutions https://3.basecamp.com/3765443/buckets/15553579/messages/3869187567 | Done/Answered/Resolved |
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