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Scope: LTS staff who interact with patrons should record information about these transactions in the CUL Count-It system.  LTS Procedure #140 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.

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D.  Information recorded in the "Optional" section:

1. "Topic":  Enter a value, such as the name of the resource involved.  For 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:
   1. #cookies - issue solved by clearing cache and cookies
   2. #ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
   3. #eternal - referring to issues which seem to take forever to resolve
   4. #festering - well, we just liked this one
   5. #permit - permits associated with the patron netid don't allow access to CUL resources
   6. #blockednetid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
   7. #excessivedownload (maybe #excessiveDL for brevity)- publisher notification of an excessive downloading event 
   8. #payment - we have not paid the publisher, either through our fault or theirs
   9. #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
   10. #walkthru - spent time with the patron on the phone, or through email, explaining each step of the process to get access