IGeLU/ELUNA Customer Support Advisory Group – Meeting #02
2024-March-28
Main topic of the call – Discussion of Question set #01 from ExLibris
Questions from ExLibris
QUESTION 1: Chat functionality – feedback
General Recommendation – to ask ExLibris what they expected the service to cover. And what access to the full set of support tools do Clarivate Staff have access to? e.g. error logs for Alma jobs. Can we have more information in general about lifecycle of calls?
What do we think it’s good for.
- Karen G, Emily K – More useful for new users?
- Craig R – Chat gets tickets seen more quickly? When working with api specifically.
- Use cases – log checking (e.g. publishing jobs) – can tier one support be given access to some of those tools?
- Triage for new calls to capture incident details.Saves time mailing to and fro to capture replication steps.
Who are we all giving access to Chat? Is it all Staff or only some?
- Is it the case that we all enable for Subject Matter Experts and Sys support only?
- Liya L – different setup – more centralised for Consortium?
- SLSP don’t use chat at all – no additional benefits. Need a ‘Consortial View’ which is on ExLibris roadmap for Support Cases in general. Will the same access to a consortial view apply to Chat?
QUESTION 2: Known Issues for content – are we using it? Is it useful
https://knowledge.exlibrisgroup.com/Cross-Product/Providers_Page/Content_in_Ex_Libris_Products/Ex_Libris_Content_Issues_In_Progress
Some of us waiting for feedback from E-Resource Managers on how they are using it.
Not sure if people are using and for what purpose.
Can it be provided in a smart format for searching? Or providing alerts on specific issues?
- Could we tie the Jira number to release notes?
- Can we talk about it in relation to Problem Management?
- Might be a good use for Chat? or CHatbot? To ‘me too’ or assign incidents to Problem Management.
Known issues – was there an Alma known issues page?
Sites are mainly using listservs for problem management – in place of ‘Me too’ so we can show the impact of incidents.
Good customer examples – CARLI, Harvard
Would we like to see an interface like Ideas Exchange for Problem Management – to show status of Problems. So that sites can search for themselves. Would we then be able to add a ‘me too’ vote?
QUESTION 3: Automatic closure of calls
Can we advise on 4 weeks as a trial. To be implemented and announced at ELUNA 2024 and reviewed at IGeLU 2024. Giving a six month’s trial.