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B. Information included In the "Profile" section:to record when closing up the ticket:Anchor Profile section Profile section
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.
- "Add to FAQ Group" leave as "Do not add to FAQ Group"
- "Unit" - LTS
- "Location" - usually, this will be "library office"
- "Duration" - Duration refers to the amount of time spent interacting with the patron, and some of the prep work done to fulfill this interaction.
- "# Patrons" - This will usually be just one patron.
- "Patron type" - If you know patron type, record it. Otherwise use "unknown."
- "Mode" - Should be "email"
- "Content/type" - "information" or "software/systems"
- "Prep/follow-up" - If additional time is spent after communication is over with the patron, record the time hereLogin with netid. Your netid will be pulled automatically into the profile.
- "Staff type": other - "Other staff"
- "Unit": LTS"Location": library officeInternal Note" - Record the appropriate hashtags; the list is below.
C. Information recorded in the "Question" section:Anchor Information recorded in the Question section Information recorded in the Question section
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