AEFG [DRAFT] Procedures for Troubleshooting

Very general how-to on trouble shooting record and access issues in Primo VE.

Instructions

Staff need to be able to identify search scopes/strategies being used while encountering problems
- Creating a system that supports automatic capturing of this data would be useful: i.e.: capturing IP addresses, search strings, keywords, etc.
Link problems under View Online
- no links
- access problem
- false positives
FRBR issues
- IZ settings inside Primo VE or Alma
Physical inventory issues (IZ inventory)
- Get It settings
- No physical inventory linked

IZ needs to determine whether resource is managed by CDL or IZ
1. Under View Online links: hovertext reveals preview URL
  1. CDL = 6350 suffix
  2. Anything else should begin with an IZ investigation
Make sure that issue is not part of known issue (CDL-hosted?) page: Known issues with Alma/Primo VE OR TBD an Electronic Resources ongoing issue page (distinct from : Known issues with Alma/Primo VE which is about collaborating with Ex Libris on migration issues) OR ON ORDER but not activated
1. This could be part of the portfolio of tasks for pending UC-wide E-Resources management and consulting group
Start isolating source of problem in IZ:
1. Renewal/order/payment issues
2. VPN/Proxy issues
3. Portfolios
  1. IZ or vendor/platform?
4. MARC records
  1. [clarify: “NZ-linked”--LM] IZ bib records may now be overlaid by other UC bib records per (Test Load) SCP, SFX, and related resource records handling for eResource records in NZ
  2. [also this best practices page from RMFG: Bibliographic Record Management in the SILS Network Zone i.e. none of us “own” records anymore, also if there’s a problem in the MARC and it’s connected to OCLC, fix it in OCLC--LM]
    1. May cause FRBR issues
5. Primo VE settings
6. CDI
  1. Link settings
  2. Wrong electronic collections
  3. NZ activations