Page Comparison

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• Check to see if issue is systemwide or if only reporting library has issue-send out email asking if libraries having access issues
  • Systemwide: contact vendor and copy SDLC, ask to open up access for CSU libraries
• Access inactive due to contract negotiation completion delay, vendor makes a mistake and shuts down access, site is down or having issues
  • Work with SDLC to restore access or open access
  • Notify all libraries of known access issues
• Local library issue: contact vendor and confirm
  • correct IP range, 
  • correct username and password, 
  • does database need 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    
• Check full text access for a library depending on which package they subscribe.  
  • Project Muse Standard libraries have different full text access from Project Muse Premium libraries
    • Check full text access for a library subscribed to the specific package.  CO has access to all titles included in both packages and must check coverage for a specific library.
      • If library asks for a title to be activated in package, must check if it is included in package and what full text access is included.  
      • Only activate portfolio in the e-resources if the full text is available for that package.   

OpenURL linking issues:

• • Determine where the issue lies, originating record, Alma CKB or resolved vendor record
    • Originating citation record issue - contact vendor and report issue (see list of vendor Support Contacts) (need to create list and post on wiki)
      • List of possible issues:
        • Wrong metadata sent in OpenURL
        • Duplicate records-one has correct metadata, one has incorrect metadata-indexing issue
        • Missing metadata
      • Items recommended when contacting vendor:
        • include OpenURL from vendor if wrong metadata or missing metadata
        • if multiple citations for same article, include the link to the list of search results and indicate which citation is correct
          • may need a PDF of the article as proof of correct metadata
    • CKB issue (fix issue in CKB and/or report to Ex Libris)
      • List of possible issues:
        
        • Incorrect coverage date
        • Parse param (url or other linking metadata)
        • Linking parameters missing or need updating
        • Missing/inactive portfolio
        • Portfolio needs to be deactivated (may need to report to ExL to have removed from e-resource)
        • OpenURL is not being generated correctly-parser or parse param issue)
        • Proxy box is not checked
    • Resolved full text record (contact vendor to report access issues)
      • List of possible issues:
        
        • Article missing from journal
        • Article is not indexed
        • Missing/incorrect metadata indexed
        • DOI is incorrect (needs to be corrected by CrossRef, originating vendor or resolving vendor)
        • DOI needs to be registered or is registered with a different vendor or CrossRef is down
        • Copyright restriction on that particular article (add note portfolio there may be limited access due to copyright restrictions)
        • Vendor site having issues or is down
        • Vendor needs to open up access to full text
        • Originating vendor and resulting vendor do not index the same article the same way due to indexing policies
          • if vendors do not agree, there is no fix for this issue
      • Data to send to vendor:
        • OpenURL
        • Test Proxy User
        • If available, the link for the originating citation or screenshot of citation
          • example: permanent link from EBSCO, Primo record
        • Link to the full text article
        • Link to the journal if there is missing metadata -list which years/volumes/issues/start pages are missing
        • List of metadata missing or incorrectly indexed
          • send PDF of article if available
• Support example

  • CSU-subscribed Science Direct title was auto-update in the autoload target from 2004 to present to 2012 to present access.  Elsevier does not provide coverage dates in coded memo title list.  Autoload target does show what the CSU has access to but should it be change to match what was agreed upon in contract.  Contact SDLC about access, they contact the account manager for vendor to confirm correct access.  This is a contract issue.

  • ProQuest San Francisco Examiner question: PQ no longer has full text.  Deactivate title and contact PQ to confirm FT has been removed or does access need to be restored.  If indeed no FT, notify ExL.  If FT is restored, activate title.

  • 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.

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