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Table of Contents

Background

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• 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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Is the portfolio missing and does not appear in the subscribed title list?  Sometimes titles are missing from the subscribed title list so confirm with the vendor or publisher the CSU has access to the title.  If the CSU has access to the title, activate the portfolio.  Add an internal note for the portfolio describing the portfolio was activated because it is part of the subscription but was not included on the title list.  If the vendor reports that the CSU does not have access to the portfolio, ask the library to check if the portfolio is part of a local subscription and to activate the portfolio in the IZ.

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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 an 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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Send the following information to the vendor:

• correct IP range for that campus
• correct username and password, if needed by that vendor
• ask if the database needs to be added to account if there are multiple databases available from the vendor (i.e. EBSCO, ProQuest)
• see if a mistake was made during renewal -library left off renewal list  

Is the library allowed access to that subscribed e-resource?  Some libraries have access to a resource from the vendor while others upgraded to another package from the vendor.  Example is that most libraries subscribed to Project Muse Standard but some libraries upgraded to Project Muse premium.  Check the SDLC subscribed e-resource list log to see which collection the library subscribes to and confirm with the library which collection they are allowed access.  If they have access to wrong package, contact the vendor and copy SDLC.  If the library does not have correct package listed locally, send them a copy of the contract from that vendor to update their files.

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• • • • • The article is missing from journal and needs to be added by the publisher.  Ask if the missing article can be added.
        • The article is not indexed by the vendor.  Ask when the article will be indexed and available online.
        • The incorrect metadata has been indexed and needs updating or missing metadata added.  Send the correct metadata to the vendor.
        • The DOI is incorrect and needs to be corrected by CrossRef, the originating vendor or the resolving vendor.  Send the correct to the vendor or ask CrossRef to correct the DOI.
        • The DOI needs to be registered or is registered with a different vendor or CrossRef is down.  Contact CrossRef for these issues.
        • The DOI goes to an article at a vendor's site that the library does not have full text subscription.  Add "&exception=noDOI"  and if that does not work, try, & "exception4=noDOI" to the parse param of the portfolio.  The portfolio will no longer use the DOI to link and will go to intended site.
        • There is a copyright restriction on that particular article.  Add an internal and public note to the portfolio that there may be limited access to some full text due to copyright restrictions.
        • The vendor site having issues or is down.  Contact the vendor and notify the libraries.
        • The vendor needs to open up access to full text so the libraries can access the full text.  Contact the vendor requesting access the article and copy SDLC about the access issue.
        • The originating vendor and resulting vendor do not index the same article the same way due to indexing policies.  If the vendors do not agree to match the metadata for the article, there is no fix for this issue.

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Article title missing from EBSCO CINAHL citation OpenURL, reported issue to EBSCO Support: sent a link to the citation, sent the OpenURL with the missing article title and the proxy test user and asked if the article title could be added to the OpenURL.

Action log