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Problem? Check out the OLS Knowledge Base or open a ticket by emailing support@cuny-ols.libanswers.com.

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See a problem in OneSearch? Report it!

Along with the roll-out of the new OneSearch user interface, the Office of Library Services has also introduced a new feature to OneSearch:

Full display of record has "Report it!" link below the "Send  to" options

Below the “Send to” options in the full display of each record is an area that reads:

See something that doesn’t look right? Report it!

By clicking on “Report it,” you will be taken to a form that already has the permalink of the record filled in. Fill out the remaining fields (all of which are mandatory) and you’ll hear back from someone in OLS within 24-48 hours (excluding weekends and holidays).

Winning with OLS Support Requests

When requesting help from the Office of Library Services, please consider these tips to move the work forward more efficiently on your behalf.

Pro-tips

1. Open a work order by emailing the CUNY Service Desk at service.desk@cuny.edu. (It is fine—and, in some cases, encouraged—to directly ask OLS staff members preliminary email questions prior to opening a work order.)

The subject of your email should read:

Product: XX – Brief description of request

where “Product” is the service/system (e.g., Aleph, Primo, SFX, etc.), “XX” is your two-letter campus code, and “Brief description of request” succinctly explains your problem or request.

* For issues related to CUNY Academic Works, please contact Megan Wacha directly at megan.wacha@cuny.edu or 646-664-8213.

2. If you are so inclined, copy an OLS staff member on your initial email to the CUNY Service Desk. This is especially relevant for urgent requests that require immediate attention.

* For issues related to CUNY Academic Works, please contact Megan Wacha directly at megan.wacha@cuny.edu or 646-664-8213.

3. Always include your phone number and email address in your initial request.

4. Be specific and provide examples. This helps us identify and replicate what you are seeing. For example: mention the specific patron, bib record, item, or database in question; include permalinks or search keywords to help replicate a search; provide mockups for requested display/UI changes; supply off-campus credentials when reporting a problem with an e-resource or one facing remote users; and so on.

5. Add screenshots! (After all, a picture is worth a thousand words.) If you’re not sure how, learn how to capture screenshots in Windows or take a screenshot on your Mac.

6. Please mention any and all relevant deadlines as they apply to your request.

7. When asked follow-up questions by OLS staff, include that staff member on your email response.


By following these 7 tips, you can be sure that your request will be handled properly and addressed quickly!

If you notice that a CUNY library system is down, please follow the directions outlined in an earlier blog post: What to Do When an OLS Managed Service is Not Available.

How-To | User-triggered error reporting in EZproxy

In March 2013, while we were redesigning the EZproxy login pages for the proxy servers that we manage at OLS, I decided to spruce it up a little bit and make it so that users can send error reports if they reach needhost.htm:

cuny_ezproxy_-_needhost
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