How to set up RT:

1. Add your signature:

2.  

   1. Hover over “Logged in as” and select “About Me” under Settings

   2. Verify the information on the page

   3. Create your signature, including the best way to contact you

3. Customize your RT at a Glance:

4.  

   1. At the top left of the screen,

   2.  

      1. Hover over “Logged in as” and select “RT at a Glance” under Settings

   3. Under “RT at a glance: body,”

   4.  

      1. Click “My Tickets”

      2. Click the → button

      3. Repeat for “Saved Search: Library-Serials and E-Resources Open Tickets and any other Queues you’re on

      4. Repeat for “My Open Tickets”

RT Procedures:

When a ticket comes into the RT Library-Serials-and-E-Resources queue,

1. April will review the ticket; if she can fix it, she will do so and resolve the ticket.

2. If April can’t solve the problem, she will assign the ticket according to the following guidelines and change the status from “new” to “open”

3.  

   • If it relates to serials print holdings, she’ll assign it to Laura

   • If it relates to databases or journal e-holdings or falls outside these guidelines, she’ll assign it to John

4. Once the problem is solved, the owner of the ticket willreply to the ticket saying something like “This issue has been resolved” or “I’ve corrected the holdings” or similar and change the status to “resolved.”

5. If the problem relates to a known issue (see notes), respond with the following text:

1. If the problem can’t be solved quickly or needs more research, at which point Tiffany and John will take over, reply to the ticket with the following text:

While working on a ticket, please use the following guidelines:

• After the initial email notifying you of a new ticket, please work in the RT interface.

• Don’t respond to requestors outside of the ticket; we need to track all communications related to the issue. Always use “reply” to communicate with the requestor.

• Use comments for internal discussions; the requestor will not see these messages. These messages only go to the staff members on the queue. This can only be done from the RT dashboard.

• If you need to communicate with someone outside the ticket for any reason (another librarian, a vendor, etc), make a comment (not a reply) on the related message; copy and paste any relevant responses into an additional comment.

• When possible, please use the language that the vendors uses. (For example, use “object portfolios” in SFX if that’s what the page says.)

• Attach screenshots as necessary to comments.

 Notes:

• These guidelines will change when the new Serials/E-resources librarian arrives!

• Known issues:

•  

  • EBSCO ebooks are duplicated in EDS

• The response texts above can be modified to be more personal or specific when needed.