...
- "Topic": Enter a value, such as the name of the resource involved. For example, roper ipoll, books24x
- "Other staff involved": If you collaborated with other staff, add their names.
- "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:
- #cookies - issue solved by clearing cache and cookies
- #ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
- #eternal - referring to issues which seem to take forever to resolve
- #festering - well, we just liked this one
- #permit - permits associated with the patron netid don't allow access to CUL resources
- #blockednetid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
- #excessivedownload (maybe #excessiveDL for brevity)- publisher notification of an excessive downloading event
- #payment - we have not paid the publisher, either through our fault or theirs
- #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
- #walkthru - spent time with the patron on the phone, or through email, explaining each step of the process to get access
- #holdings - the holdings information was incorrectly represented in our catalogs
- #url - issues related to the url, such as link no longer working