Shared e-Resources (ECC and Opt-in) -Troubleshooting

Background

Troubleshooting Shared e-Resources

Policy Statement

Best practice recommendations

Procedures in Alma

• Portfolio date coverage issue in CKB:
  • What is the coverage date of the item in the subscribed title list?
    • If there is no date range listed in the title list, what is listed in the coded memo or vendor contract?
    • Does the date coverage in SFX match what is listed in the central contract and what is available from the vendor’s site?
      • Yes: do nothing
      • No:
        • Portfolio date coverage does not match full text coverage from subscribed list or vendor’s site
          • If portfolio is incorrect in CKB, central office changes coverage and reports to Ex Libris
          • If portfolio is correct but vendor coverage does not match subscribed title list or contract, central office contacts vendor to open up access to full text
          • Use subscribed title list or contract to show central full text access when contacting vendor
        • Portfolio date coverage is correct for central full text access but library has purchased more full text
          • Library updates locally active portfolio for local subscription using only their local full text coverage dates
        • Library contacts vendor to open full text access for the locally subscribed full text to report access issue
        • OR Central Office contacts vendor about local full text access, reports access issue

• Portfolio access: no full text access to a subscribed portfolio in CKB:
  • Central Office contacts vendor to open up access to centrally subscribed portfolio
  • If library subscribes to a title not included in the centrally subscribed title list, activate the title in the local instance and contact vendor to open up full text access
    • Central Office can contact vendor to open up access to the title, if the Central Office has a relationship with that vendor (vendors are picky about who contacts them)

• Portfolio access: subscribed portfolio missing or not active in shared CKB
  • Central Office checks subscribed title list-if title is present in list
    • If the portfolio is in CKB e-resource but not active, activate the title
    • If the portfolio is missing from CKB e-resource, add missing portfolio and report to Ex Libris
  • Central Office checks subscribed title list – if title is not present:
    • Confirm with vendor CSU’s full text access - Sometimes not all of the available full text titles are listed in a title list
      • If CSU has access, activate the portfolio
      • If CSU does not have access, ask library if they have a local subscription to the title, if so, activate portfolio in local e-resource
• e-Resource access: unable to access the centrally licensed resource
  • Check to see if issue is system-wide or if only reporting library has issue
    • System-wide: 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
        • Notify all libraries of known access issues
    • Local library issue: contact vendor, confirm IP range, correct username and password, does database need to be added to account, and see if a mistake was made during renewal-library left off renewal list

• OpenURL linking issues:
  • Determine where the issue lies, originating record, CKB or resolved vendor record
    • Originating record issue (contact vendor-report issue)
      • Wrong metadata sent in OpenURL
      • Duplicate records-one has correct metadata, one has incorrect metadata-indexing issue
      • Missing metadata
      • CKB issue (fix issue in CKB and/or report to Ex Libris)
        • Incorrect coverage date
        • Parse param (url or other linking metadata)
        • Linking parameters missing or need updating
        • Missing/inactive portfolio
        • Portfolio needs to be deactivated
        • 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)
        • Article missing
        • Article is not indexed
        • Missing/incorrect metadata
        • DOI needs to be registered or is registered with a different vendor or CrossRef is down
        • Copyright restriction on that particular article
        • 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

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Action log