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- W4I (Waiting for Information) Flag: Indicates which cases are waiting on an update from you in order to continue – should be checked daily
- Should encompass “Pending Customer Response” and “Pending Customer Testing” statuses
- Check and respond to these regularly to keep movement on addressing the issue going
- Clicking on header reorders your case list either alphabetically or from earliest to latest date
- Reorder the list by “Last updated” heading to look for cases that have not been updated in some time. You should ask for updates for these cases and escalate to Brandon if no response is received
- Cases that have been resolved should be closed using the “Close Case” button. Leaving these open creates more work for everybody and takes time away from other cases that are still open.
Publishing Cases - Best Practice:
We recommend publishing your SalesForce cases in order to better exchange information with the Alma and Primo user communities. Publishing allows other institutions outside the CSU to find information contained in your case when searching SalesForce - this helps others define their own issues and even find resolutions to issues already reported to Ex Libris. You can enable this within your SalesForce account via the Publish tab:
Read the "Publication of Support Incident Reports Terms and Conditions." If you agree to the terms and conditions outlined, select an option for publishing cases and click Save Publish.
Once you decide to publish your cases, all new cases opened from that point forward will be published by default. You can un-publish individual cases at any time by unchecking the Publish to All checkbox.
Civility and tone
Dealing with systems issues is a frustrating experience. Understandably, emotions can run high after running into roadblocks keeping you from performing your work. Often, these feeling are compounded by the experience of troubleshooting functionality or data that should just work.
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