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Phase 2 Timeline Update:

  • We will submit our Phase 2 report by September 15.
  • We may submit requests for software or policy/procedure changes in the interim

What we are working on:

  • Software/Systems
    • Callisto - Actively testing and drafting proposal to implement at 2CUL level.  This tool facilitates several troubleshooting activities including:
      • Confirmation of platform downtime or service interruptions
      • Pro-active monitoring of access to resource platforms
      • Monitoring of resource branding and IP-range consistency
      • Title counts for select platforms, mostly journal accounts.  Team will investigate this aspect further.
    • Serials Solutions Resource Manager - As part of our investigations into making it easier to locate usable information about each others resources the team is actively testing the Serials Solutions ERM (360 Resource Manager) for potential 2CUL use.  Columbia currently subscribes to this system.  We are negotiating for a trial/pilot of the consortial functionality in addition to testing regular functionality at Cornell.  Implementing a new ERM (at Cornell) goes well beyond the scope of troubleshooting, so there are other functional areas that need to be involved in the evaluation process.  The specific areas that require evaluation (and related functional areas that are inter-dependent) include:
      • General troubleshooting functionality and information access - Can troubleshooting staff effectively and efficiently discover information that will help them solve user problems without having to pass the issue over to the owning library?  Is 360 Resource Manager essential to joint Troubleshooting efforts?  If so, what limitations will we have to address in our workflows?
      • A-Z List functionality (Cornell Web Team, E-resources and cataloging staff) - Cornell's eJournal and Database Names searches are dependent on Innovative ERM.  Assuming we do not wish to maintain III ERM, we need to confirm how much of the existing public interface functionality we can replicate and how much effort that will entail.
      • Consortial Functionality (TSI E-Resources Team) - We intend to use the consortial tools to help evaluate our Wiley and Elsevier journal packages during the current contract renewal process.
      • General Functionality (Cornell E-Resources Team and related staff) - Cornell e-resources staff are assessing the system from a ERM needs point of view.
    • Incident tracking systems - We have been investigating systems for tracking troubleshooting incidents. 
      • Team has been exploring Jira, FreshDesk, and UserVoice - Susan and Liisa coordinating UserVoice and FreshDesk evaluation.
      • Liisa Mobley and Adam Chandler are part of a group that has developed a survey to learn more about what tools other institutions are using for e-resource troubleshooting work.  We expect to use some of the results of this survey in our evaluation process.
  • Planning for 2CUL troubleshooting
    • Access to each others incoming incidents- We have included all members of the 2CUL TSI Troubleshooting Team on LIBIT-L (Cornell's typical source of incidents) and CUL-eproblems (Columbia's list) to begin seeing each others incidents first hand.
      • Compare data received
      • Compare processes
      • Next steps
        • Articulate common workflow
        • Prioritize Points of Discord to address - i.e. Is there some information or tool that we need to improve access to to be able to solve a significant number of troubleshooting issues at the 2CUL level.
      • Common source of incidents - currently we have different e-mail lists that gather different kinds of information about the user or incident
    • Workflow analysis
      • Common types of incidents - where do we look first, how do we answer the open questions
      • Identify those types of incidents need to be handled by "owning" library.
        • Due to privacy/policy - i.e. Excessive downloading, license violation.
        • Due lack of information access - these can potentially be addressed with common systems or procedures.

Articulate scenarios and workflows based on variables:

      • Alma timeline
      • With or without common ERM (Serials Solutions)
    • Timeline to implement collaborative troubleshooting
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