Page History

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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.  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.
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. #activation - resource needs to be activated, or re-activated; replacement access needs purchased
   2. #blocked_netid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
   3. #browser - issue related to the browser; ex. cache and cookies, browser extensions, specific browser issues
   4. #excessive_download - publisher notification of an excessive downloading event
   5. #ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
   6. #false_alarm - problem resolves prior to us looking at it
   7. #festering - referring to issues which seem to take forever to resolve
   8. #holdings - the holdings information was incorrectly represented in our catalogs
   9. #IP- IP list incorrect at vendor's end
   10. #metadata_error - may be a cataloging error (either Cornell's or vendor-supplied), or a Summon, 360 Link, or other system metadata error
   11. #migration - issues related to migration of content to new publisher platforms; also include migration issues when one journal sold to another publisher
   12. #missing_content - content is missing; may be a corrupt file, or a pdf which is not there, author does not allow access to article
   13. #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
   14. #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
   15. #payment - we have not paid the publisher, either through our fault or theirs
   16. #permit - permits associated with the patron netid don't allow access to CUL resources
   17. #platform - major or minor issues with the publisher or provider platform
   18. #subscription - ex. desired holdings not included in our subscription, or we missed a journal moving to another publisher
   19. #url - issues related to the url, such as link no longer working
   20. #user_limits - patron runs into problems with access due to user limits
   21. #vendor_records - ex.  records pulled for unknown reason, or record not pulled out in time (Safari)
   22. #walkthrough - spent time with the patron on the phone, or through email, explaining each step of the process to get access
   23. #withdrawal - content has been pulled; may refer to e-book, e-journal, database, or other content