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

Primo enhancement voting

The ELUNA (Ex Libris Users of North America) Primo Product Working Group collects enhancement requests and sends out ballots to all Primo customers. CUNY votes as a single institution, with a total of 100 votes. There are 62 items on the ballot but we hope to identify the top 5-7 issues so that we may put our weight behind the issues that matter the most to us.

In order for members of the Public Services Committee to identify the enhancement requests they’d like CUNY OLS to make on their behalf, the ballot has been recreated as a survey for committee members to vote on behalf of their own institutions. We in OLS will use the survey voting results to vote on the official Ex Libris ballot.

You may review the 62 request options on the ballot (PDF) and express your preferences to your library’s Public Services Committee representative by Wednesday, April 17, 2019.

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.

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