Reporting ER Problems in the IZ

Owned by Christine Holmes
Last updated: Nov 03, 2023 by Lucy Campbell
1 min read

What are the steps to take when troubleshooting or identifying ER problems in the IZ?  What are some best practices?

Step-by-step guide

This document outlines some steps to consider for reporting IZ problems.  Please also review the related articles below.


 


Here is a possible template when organizing the problem for a SalesForce case:

Statement of Problem:
Expected outcome:
Example(s):
Citation:
OneSearch Permalink:
Services Page URL
Source ID:
Permalink / DOI for correct link:
Documentation: e.g, ExL KB, Ulrich's Periodicals, OCLC etc
Attached image

Best Practices for SalesForce


Best Practices for SalesForce
CRM contacts form
How to report full text linking problems to Ex Libris/SalesForce 
What Are the Common Causes of Full Text Linking Problems, and How Can Linking Be Improved?
What is a granularity mismatch and are there workarounds to improve linking?
Why do I get an error page when linking out to EBSCOhost databases?
Why are OpenURL links from EBSCOhost failing?

Sunshine Carter & Stacie Traill (2017) Essential skills and knowledge for troubleshooting e-resources access issues in a web-scale discovery environment, Journal of Electronic Resources Librarianship, 29:1, 1-15, DOI: 10.1080/1941126X.2017.1270096