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- "Internal Notes": Keep it brief. Maybe just the title of the resource, and a very short description.
- Hashtags to use in the Internal Notes field. We use the hashtags to survey which types of problems arise frequently. What we are using:
- #ER_activation - resource needs to be activated, or re-activated; replacement access needs purchased
- #ER_blocked_netid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
- #ER_browser - issue related to the browser; ex. cache and cookies, browser extensions, specific browser issues
- #ER_closed_by_merge - duplicate entries are merged into one ticket
- #ER_excessive_download - publisher notification of an excessive downloading event
- #ER_ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
- #ER_false_alarm - problem resolves prior to us looking at it
- #ER_festering - referring to issues which seem to take forever to resolve
- #ER_holdings - the holdings information was incorrectly represented in our catalogs
- #ER_IP- IP list incorrect at vendor's end
- #ER_metadata_error - may be a cataloging error (either Cornell's or vendor-supplied), or a Summon, 360 Link, or other system metadata error
- #ER_migration - issues related to migration of content to new publisher platforms; also include migration issues when one journal sold to another publisher
- #ER_missing_content - content is missing; may be a corrupt file, or a pdf which is not there, author does not allow access to article
- #ER_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
- #ER_openurl - issues related to openURLs, such as the problem reports we get from ProQuest
- #ER_passkey - passkey is not working correctly
- #ER_payment - we have not paid the publisher, either through our fault or theirs
- #ER_permit - permits associated with the patron netid don't allow access to CUL resources
- #ER_platform - major or minor issues with the publisher or provider platform
- #ER_project_haggis - problems identified by Peter McCracken for his 360 review project
- #ER_subscription - ex. desired holdings not included in our subscription, or we missed a journal moving to another publisher
- #ER_technical - some kind of technical issue. For things like: VPN not working right- patron has a problem but we can't recreate it.
- #ER_url - issues related to the url, such as link no longer working
- #ER_user_limit - patron runs into problems with access due to user limits
- #ER_vendor_records - ex. records pulled for unknown reason, or record not pulled out in time (Safari)
- #ER_walkthrough - spent time with the patron on the phone, or through email, explaining each step of the process to get access
- #ER_withdrawal - content has been pulled; may refer to e-book, e-journal, database, or other content
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