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Background

The CSU uses a shared instance in Ex Libris' SFX application, the Chancellor's instance, which contains the Electronic Core Collection (ECC) and Optional (Opt-in) e-resources.  These e-resources are negotiated and in some cases, paid for, by the Chancellor's Office Systemwide Digital Library Content (SDLC) department.  These e-resources are shared, set up and maintained by the Chancellor's Office (CO) SFX administrator.  The administrator maintains, updates and applies fixes to the shared e-resources.  Libraries report linking (OpenURL) issues and report updates needed for shared portfolios, such as the coverage date or links to the journals via e-mail and Send to Ex Libris buttons, which are redirected to the SFX administrator.  The administrator repairs errors with the portfolios or e-resources.  If the issue cannot be resolved by the administrator, the issue is reported to the appropriate vendor or SFX Support or KB teams. Some of these SFX troubleshooting techniques will be applied to the shared e-resources in Alma's Network Zone(NZ) instance.

Best practice recommendations

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 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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FAQ

Included are scenarios and answers for various troubleshooting issues for electronic resources. (INCLUDE WORKFLOW FOR TROUBLESHOOTING?-ASK MALLORY)

Coverage Date Issues:

Is there an issue with the portfolio date coverage in the CKB?  Check date coverage of the item in the subscribed title list, if there is no date range listed in the title list, check the coded memo, vendor contract or contact the vendor.

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Portfolio date coverage is correct for centrally subscribed full text access but library has locally purchased more full text so the library updates the locally active portfolio with their local date coverage.

No access to subscribed shared portfolio:                                                  

Is there access to the subscribed full text portfolio?   If not, the 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 administrator can contact the vendor to open up access to the title, if the NZ administrator has a relationship with that vendor (sometimes vendors want to hear from the library when it is a local subscription)

Missing shared portfolio:            

Is the portfolio active in the shared e-collection?  The NZ administrator checks subscribed title list to see if portfolio is included and if it is not active, then activate the portfolio.

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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 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.

E-Resource access: unable to access the centrally licensed resource

Did the library report that a subscribed e-resource is not available, unable to access the resource?  The 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 NZ administrator contacts the vendor and reports the specific issue with the full text record.

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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.
        • 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.

There is a list of data to send to the vendor to correct issues with the article or metadata.  The following information may need to be included in the support ticket opened with the vendor.

• • • • • The OpenURL with the incorrect metadata and the correct OpenURL if available.
        • Test A test Proxy User the vendor can use to access the correct account.
        • If available, the link for the originating citation or screenshot of citation.
          • example: permanent link from EBSCO , or a Primo record
        •  A link to the full text article.
        • A link to the journal if there is missing metadata and include which years/volumes/issues/start pages are missing.
        • List of metadata missing or incorrectly indexed and send the PDF of the article if available.
          
          

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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