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The shared e-resources have a slightly different practice for troubleshooting than from the e-resources in the Institution Zone. For more information about IZ troubleshooting, see the Policies, Best Practices and Procedure for Troubleshooting. Troubleshooting practices are adapted from the CSU SFX shared Chancellor's instance and for practice by the Electronic Resources NZ administrator.
- Adapt the Obris Network Zone questions form for CSU shared e-resources. New form will include the e-resources as well and bib record questions. (NEED TO KNOW WHO ORIGINALLY RECEIVES THE FORM NZ TROUBLESHOOTING TEAM?. DECISION WORKFLOW FOR IF AND WHEN IT NEEDS TO GO TO NZ ADMIN)
- Create and maintain a list of Content and Technical issues contacts for the various vendors.
- Shared acquisitions troubleshooting needs to be added -refer to Acquisitions policies
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If portfolio is incorrect in CKB, Electronic Resources NZ administrator adds local date coverage and reports to Ex Libris.
If portfolio is correct but vendor coverage does not match subscribed title list or contract, Electronic Resources NZ administrator contacts vendor to open up access to full text. Use the subscribed title list or coded memo when contacting the vendor.
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Is there access to the subscribed full text portfolio? If not, the Electronic Resources NZ administrator contacts vendor to open up access to centrally subscribed portfolio.
Does the library subscribe to the title but it is not on the centrally subscribed title list? If the library subscribes to a title not included in the centrally subscribed title list, the library activates the title in the local instance and contacts the vendor to open up full text access. NZ Electronic Resources NZ administrator can contact the vendor to open up access to the title, if the Electronic Resources NZ administrator has a relationship with that vendor (sometimes vendors want to hear from the library when it is a local subscription)
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Is the portfolio active in the shared e-collection? The Electronic Resources NZ administrator checks subscribed title list to see if portfolio is included and if it is not active, then activate the portfolio.
Is the portfolio missing from the shared e-collection? If the title appears in the subscribed title list, the Electronic Resources NZ administrator adds the missing portfolio and reports to Ex Libris.
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Did the library report that a subscribed e-resource is not available, unable to access the resource? The Electronic Resources NZ administrator checks access from the Chancellor's Office and if issue is systemwide or if only the reporting library has and issue. The NZ admin sends out email asking if libraries are having access issues with the same resource. If the access issue is systemwide the NZ admin contacts the vendor, copies SDLC and asks the vendor to open up access.
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Is there an issue with the resolved full text record? The Electronic Resources NZ administrator contacts the vendor and reports the specific issue with the full text record.
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