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Scope: LTS staff who interact with patrons should record information about these transactions in the CUL Count-It system.  In 2019, the e-resources troubleshooting staff moved to using the integrated statistics counting feature in LibAnswers, and no longer uses Count-It to record transactions; the following procedure has been updated accordingly.  LTS Procedure #140 #141 refers to troubleshooting of library resources on the behalf of patrons. Note: If you are involved in any presentations for academic departments or students,  please refer to the information about reporting presentations.

Contact:  Adam Chandler, Liisa Mobley

Unit: E-Resources

Date created: January 2016last updated:  01/02/2024

Date of next review: January 2017 2025

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About LibAnswers

Information to record when closing up the ticket

Hashtags and Internal Notes

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1. URL for Count-ItLibAnswers:  http://countit.library.cornell.edu/cornell.libanswers.com/  and you can log in by clicking on the link at the bottom of the page.  You can also log into: https://cornell.libapps.com/libapps/login.php, which includes all SpringShare products - you will have to chose LibAnswers after logging in.
   
2. LibAnswers Count-It help: https://confluenceask.cornellspringshare.edu/display/countit/Helpcom/libanswers
3.  Email list if you have questions: cule-countitresources-l@cornell.edu 
   
4. Reference staff may submit questions directly to our queue in LibAnswers, and emails from patrons can also be forwarded to the email, Cornell E-Resources Team <incoming@cornell.libanswers.com>, which will then load the question into LibAnswers.
5.  Record questions as you go. Record all transactions and approximate time spent with patrons.  Make it quick - you don't need to add a lot of detail.
6. Do not include patron identifying information The initial report will pull in netid of the patron in the report, but this will be anonymized in a matter of days. 
   

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to record when closing up the ticket:

Once you have completed your troubleshooting work, and you are ready to close the ticket, fill in the following fields at the bottom of the ticket.  NOTE: If you try to enter some of the information while you are still working on the issue, the reference transaction will be entered twice!!  You will then have to delete the duplicate transaction. So, please wait until you are closing up the ticket to record this information.

Fields at the bottom of the ticket:

1. "Add to Analytics" - when you are ready to close the ticket, then change this to "Reference Transaction"
2. "Add to FAQ Group" -  leave as "Do not add to FAQ Group"
3. "Add to Analytics" - leave as "Reference Transaction"
4. "Unit" - LTS
5. "Location" - usually, this will be "library office" unless you are working remotely, then it would be "off-campus."
6. "Duration" -

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C.  Information recorded in the "Question" section:

1. "Question type": "Knowledge"
2. "Duration (in minutes)": Use one of these values, round up: 5, 10, 30, 60.  Duration refers to the amount of time spent interacting with the patron, and some of the prep work done to fulfill this interaction.  If additional time is spent after communication is over with the patron, then please use the "notes" in the "optional" section for additional followup.
3. "Notes":  Add information about waiting for publishers, etc.
4. NOTE: LibAnswers will record the total time that the ticket is open, but we want to keep track of the time you actually spent working on it, so please make sure to fill out this field.
5. "# Patrons" - This will usually be just one patron.
6. "Patron type" -  If you know patron type, record it.  Otherwise use "unknown."
7. "Mode" - Should be "email"Mode":  "Email" in most cases, but other methods may be used, such as "phone."
8. "Content/type" :-  "information" or "software/systems"
9. "Time": the Count-It system will time-stamp your entry with the time you save it.  Note: If you submit all of your Count-It reports in one batch, such as at the end of your LIBIT shift or the end of the day, be sure to update this field accordingly for each report.
10. "Patron type":  If you know patron type, record it.  Otherwise use "unknown."
11. "As liaison":  Leave blank.

1. Prep/follow-up" - If additional time is spent after communication is over with the patron, record the time here.
2. "Staff type" - "Other staff"
3. "Internal Note" - Record the appropriate hashtags; the list is below.  Also please record any notes you would like to add (title of resource or further explanation.  Don't spend too much time!)

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1. "Internal Notes":  Keep it brief.  Maybe just the title of the resource, and a very short description.
2. Hashtags to use in the Internal Notes field.  We

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1. "Topic":  Enter a value, such as the name of the resource involved.  Example: roper ipoll, books24x
2. "Other staff involved":  If you collaborated with other staff, add their names.
3. "How did patron find us": Libit-l, almost always.  Might be Proquest, personal email.
4. "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:What we are using:
   
   1. #ER_activation - resource needs to be activated, or re-activated; replacement access needs purchased
   2. #ER_blocked_netid
   3. #blockednetid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
   4. #cookies #ER_browser - issue solved by clearing related to the browser; ex. cache and cookies, browser extensions, specific browser issues
   5. #ER_closed_by_merge - duplicate entries are merged into one ticket
   6. #ER_excessive_download #excessivedownload (maybe #excessiveDL for brevity) - publisher notification of an excessive downloading event
   7. #ezproxy #ER_ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
   8. #ER_false_alarm - problem resolves prior to us looking at it
   9. #ER_festering #eternal - referring to issues which seem to take forever to resolve
   10. #festering - well, we just liked this one
   11. #holdings #ER_holdings - the holdings information was incorrectly represented in our catalogs
   12. #ER_IP- IP list incorrect at vendor's end
   13. #ER_metadata_error - may be a cataloging error (either Cornell's or vendor-supplied), or a Summon, 360 Link, or other system metadata error
   14. #ER_migration - issues related to migration of content to new publisher platforms; also include migration issues when one journal sold to another publisher
   15. #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
   16. #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
   17. #ER_openurl #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
   18. #ER_passkey (Access Anywhere) - passkey is not working correctly
   19. #ER_payment #payment - we have not paid the publisher, either through our fault or theirs
   20. #permit #ER_permit - permits associated with the patron netid don't allow access to CUL resources
   21. #ER_platform - major or minor issues with the publisher or provider platform
   22. #ER_project_haggis - problems identified by Peter McCracken for his 360 review project
   23. #ER_subscription - ex. desired holdings not included in our subscription, or we missed a journal moving to another publisher
   24. #ER_technical - some kind of technical issue. For things like: VPN not working right- patron has a problem but we can't recreate it.
   25. #ER_url #url - issues related to the url, such as link no longer working
   26. #ER_user_limit - patron runs into problems with access due to user limits
   27. #ER_vendor_records - ex.  records pulled for unknown reason, or record not pulled out in time (Safari)
   28. #ER_walkthrough #walkthru - spent time with the patron on the phone, or through email, explaining each step of the process to get access

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1. 1. #ER_withdrawal - content has been pulled; may refer to e-book, e-journal, database, or other content