Question

What category should I select when submitting Delivery (KB or CZ) cases in the Support Portal?

Answer

The content team has recently updated its Support Portal categories and sub-categories for case submission. We hope that new categories will simplify case submission and allow for expedited case categorization and handling. Please read on for a guide to these new category options.

Categories

Authorities/Enrichment: Select this for anything involving MARC records, enrichment, normalization, etc. For 360 KB customers, cases involving ssjs or title splits will likely use this category.

Collection level issue: Select this for any issue involve large-scale, bulk changes that impact either most titles in a collection or the entire collection.

External resource: This is an Alma-specific category involving external resources.

Title level issue: Select this for any issue involving one title, or up to a few titles.

Category selection impacts internal routing, so selecting the correct category may expedite your case handling. However, all submitted cases will be reviewed by our analysts who will reroute your case as needed. 

• Article last edited: 14-Jan-2020