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- "Topic": Enter a value, such as the name of the resource involved. Example: roper ipoll, books24x
- "Other staff involved": If you collaborated with other staff, add their names. If you worked on a problem and then sent it to someone else to finish, use this field, too. If you just forward a problem without working on it, do not record it as one of your Count It! issues.
- "How did patron find us": Libit-l, almost always. Might be Proquest, personal email.
- "Notes": Keep it brief. We have discussed using hashtags to simplify record keeping, and possibly use the hashtags to survey which types of problems arise frequently. Possible hashtags:
- #activation - resource needs to be activated, or re-activated; replacement access needs purchased
- #blocked_netid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
- #browser - issue related to the browser; ex. cache and cookies, browser extensions, specific browser issues
- #excessive_download - publisher notification of an excessive downloading event
- #ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
- #false_alarm - problem resolves prior to us looking at it
- #festering - referring to issues which seem to take forever to resolve
- #holdings - the holdings information was incorrectly represented in our catalogs
- #IP- IP list incorrect at vendor's end
- #metadata_error - may be a cataloging error (either Cornell's or vendor-supplied), or a Summon, 360 Link, or other system metadata error
- #migration - issues related to migration of content to new publisher platforms; also include migration issues when one journal sold to another publisher
- #missing_content - content is missing; may be a corrupt file, or a pdf which is not there, author does not allow access to article
- #multiple_platform_error - content is posted on more than one platform, but we might not have full access on all platforms; patron generally wants access on the platform that does not give full access
- #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
- #payment - we have not paid the publisher, either through our fault or theirs
- #permit - permits associated with the patron netid don't allow access to CUL resources
- #platform - major or minor issues with the publisher or provider platform
- #subscription - ex. desired holdings not included in our subscription, or we missed a journal moving to another publisher
- #url - issues related to the url, such as link no longer working
- #user_limitslimit - patron runs into problems with access due to user limits
- #vendor_records - ex. records pulled for unknown reason, or record not pulled out in time (Safari)
- #walkthrough - spent time with the patron on the phone, or through email, explaining each step of the process to get access
- #withdrawal - content has been pulled; may refer to e-book, e-journal, database, or other content
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