What's New in the Support Center?

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On November 8, 2021, the ProQuest and Ex Libris Support Centers united to form a single and upgraded customer support center.
Since launching the new support center, we've been fixing and improving it based on your feedback.

Check back here often to find what's new with the support center.

May 22, 2023

Support Center Superusers case view corrected so internal type cases no longer display in case lists.

February 27, 2023

Customer satisfaction survey sent with a solution was updated to include a question about the representative assigned to the case.

November 16, 2022

Headers for the Administrative Tools page - fixed

November 2, 2022

Case description in the email notifications - restored

October 19, 2022

Incorrect link to submit a case from Dialog chat - fixed
Display issue for some Knowledge Articles - fixed
Case description removed from email notifications

September 14, 2022

'Pending Work Plan' and 'Pending Product Review' Case Statuses - removed (see Support Response and Time to Resolve Initiative - FAQ)
Automatic closure time for 'Pending Customer Input' changed to 14 days (see Support Response and Time to Resolve Initiative - FAQ)
Automatic closure time for 'Pending Customer Testing' changed to 90 days ( see Support Response and Time to Resolve Initiative - FAQ)
Rosetta Knowledge Sharing Group - added

August 19, 2022

Support Center registration email verification notification - fixed
Adding a case comment did not update the Case Status to 'Update Received' for some users - fixed

July 20, 2022

Incorrect link to submit a case from Dialog chat - fixed
Heading display of some Knowledge Articles - fixed

June 15, 2022

EDT Administrator missing from the Dissertations chat product list - added
Knowledge Articles display issue - fixed
Some case details are displayed on the right side of all case tabs - added
Ability to add a new case comment while viewing the previous case comments - added
Last Updated Date/Time did not populate correctly - fixed (going forward)
'Escalate' button incorrectly displayed on closed cases - removed
May 18, 2022
Link to 'Working with Case List Views' article added to the Helpful Links
Some cases in Pending status did not show a Case Status - fixed
Sorting of the Platform / Product on 'Request Training' form - fixed
Ability to submit a some case without selecting a product - fixed
Dynamic 'Notify Me' options on articles to reflect the subscription status (logged in users only) - fixed
'Reject and Reopen' button from the 'Awaiting Customer Confirmation' email sometimes sends an additional email - fixed
Some satisfaction survey emails generated without a proper subject - fixed
Knowledge Sharing group for Rapido - added

April 12, 2022

Missing 'Pending Testing' button for some case statuses - fixed
RapidILL available for non-logged-in Submit a Case - removed
Some errors when cloning a case - fixed
Some errors when clicking 'Reject and Reopen' in the 'Awaiting Customer Confirmation' email
Formatting of comments created by email reply - fixed
Korean email template for 'Awaiting Customer Confirmation' - fixed
Linked Knowledge Resources URL sometimes not clickable - fixed

March 23, 2022

Missing Sanborn Maps submitting a case, chat request and Training Request - added
Missing EDT Administrator when submitting a case - added
Missing article 'Was this helpful?' for non-logged-in users - added
Ulrichsweb available when submitting a case as a non-logged-in user - removed
Email notifications not formatted properly for email clients configured for plain text only - fixed
Safari product label - updated

March 9, 2022

Ex Libris Assets tab not available - added under Additional Actions
'Notify Me' did not work for email addresses with sub-domains - fixed
'Grant Permissions' tab description - fixed
Missing EDT Administrator when creating a Training Request - fixed
Missing 'Pending Testing' button for some case statuses - fixed

February 23, 2022

Inconsistent product display for ProQuest Tech Support chat - fixed
Error when creating a Training Request for ProQuest Dissertations and theses (PQDT) - fixed
Some errors in cases created from chat - fixed
Long emails partially added as comments with no indication - fixed

February 9, 2022

Ability to select Ulrichsweb assets when creating a case - fixed
Confirmation message when clicking the 'Close Case' button on a case - added
Case email notifications' subject lines now include the case subject - added
Product options missing from the Dissertations & Theses Platform / Service - added
Bowker product label - updated
Some errors when adding a case comment - fixed
Items in the Linked Knowledge (Ex Libris) tab missing the article title - added
'New case' email notification when submitting a training request - added

January 24, 2022

'New case' email notification when reporting to Ex Libris from Alma/SFX - added
Some error messages when creating a RefWorks case - fixed
Ability to select Rialto assets when creating a case - fixed
Incorrect link to manage email preferences in case notifications - removed
Support center user registration header wording - fixed
Duplicate 'Submit a Case' option - removed
'New Comment added' email notification to the customer when a customer adds a comment - added
Informative error message when trying to register a new user using an existing user's email address - fixed
Satisfaction survey email wording - improved
Missing products in the Request Training form - added

January 10, 2022

Display issues for some users with case history tab - fixed

December 21, 2021

Incorrect Pending Customer Input reminders - fixed
Redundant new case email for System Down cases - fixed
Automatic case backend flows - fixed

December 14, 2021

Some errors received when submitting a case - fixed
Support Center tabs - rearranged
Link to the Ex Libris Status Page - added
Error message when escalating a case - fixed

December 6, 2021

Case history tab in the Support Center - added

December 3, 2021

Some missing 2015 cases - migrated

November 30, 2021

Satisfaction survey email - added case details and improved formatting
New comment email formatting - improved
Corrupt German UI translation - removed

November 22, 2021

Awaiting Customer Confirmation email - revised
Grant Permissions not granting correct permissions - fixed

November 14, 2021

Missing case attachments - added
Broken direct link to case in email notifications - fixed
Some customers received blank email notification - fixed

Article last edited: 22-Nov-2022