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    Support Portal User Guide

    Introduction

    The goal of this document is to introduce the Support Portal (SalesForce) and provide guidance for using the interface.

    How can I create a new case?


    Go to the Cases tab and click the Create New Case button:

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    Under Case Details:

    • Select the Priority.
    • Pick the Asset (i.e. product) you wish to open the case about.
    • Choose the Affected Environment. By default, the production environment is chosen, but you can change it in case the issue regards another environment (such as the Sandbox environment)
    • If submitting a case for one of our Data Services teams regarding a specific Target or Resource, enter it in the KB Target/Resource field

    Fields marked with a red bar to their left are required.

    Under Description Information, enter the Subject and Description. You can expand the description box by clicking the its bottom-right corner and dragging it.

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    What should be included in the Subject and Description?

    • A brief but informative Subject is recommended.  Your case Description should be as detailed as possible:
    • Describe the scenario, & include expected vs actual behavior.
    • Define scope (who is affected) and impact (severity) of the problem.
    • Does the problem happen all the time? Is it random, or does it appear under set conditions? 
    • Have you made recent changes that you think are related? 
    • Provide test patron logins for troubleshooting problems related to logged-in user functionality.
    • Have a big project or planning to implement new functionality? Describe the goal you want to achieve, and Ex Libris Support will provide recommendations.

    Under Additional Information and Additional e-mails:

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    • Additional Information includes Category and Sub-Category. Select a Category (populated based on the Asset selected) and Sub-Category (populated based on Category you have entered) from the drop-downs.  Making selections in these fields is optional, but recommended.
    • Additional e-mails allows you to enter e-mails of colleagues/additional contacts. These addresses will receive the same e-mail notifications from the Support Portal as you do for this case. This is useful, for example, if you are working with others on an issue or about to go on a well-deserved vacation.

    If all of the information needed is present, click Submit.

    If you have an attachment to include, click Add attachment & Submit.

    If you click Add attachment & Submit, click Choose File and browse on PC for attachment.

    Click Attach File to attach the file to the Case.

    Repeat for any additional files.

    When all files have been attached, click Done.

     

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    If you have elected to publish all of your cases to the Ex Libris customer community (see also How can I publish my cases to the Ex Libris customers’ community? below), all new cases will be published by default. If you create a case which you do not want to publish, after you submit the case, open the case, click Edit, and uncheck the Publish to all checkbox.    

    After you Submit the case, the Support Portal sends a confirmation email and returns you to the Cases tab with the following message:

     

    Click the link to view the case that you just submitted.

    What are views used for?


    Views are a quick and basic way of filtering your list of cases in the Support Portal. You have several views to choose from in the Cases tab:

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    • Portal – My Account Cases allows you to see all cases for your institution, including cases opened by one of your colleagues.
    • Portal – My Account Open Cases allows you to see all cases for your institution that are not in a status of Closed.
    • Portal – My Cases allows you to see all cases opened by you.
    • Portal – My Open Cases allows you to see all cases opened by you that are not in a status of Closed.
    • Recently Viewed Cases allows you to see cases which you have viewed recently.

    Choose a view from the drop-down.

    You can drag and drop columns to reposition them, change column width, and sort by certain columns by clicking on them.

    How can I edit a case?

    From the Cases tab, you can do one of two things:

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    Click the Edit link next to the Case Number in the list view.

    OR

    Click the Case Number or Subject to open the Case, and then click Edit at the top of the case when it opens.


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    From Edit screen, you can update

    • Subject
    • Database Collection
    • Publish to all
    • Additional e-mails
    How can I contact Ex Libris about an open case?


    You may need to update the case in order to add a question, comment or update, answer a question asked by a Support analyst, request a status update, close the case, or contact the analyst about the open case for any other reason.

     

    Click the Cases tab to view the list of recently viewed cases, or search for the case.

    Click the case Subject or Case Number to open it.

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    • Use Add Comment to add information, questions or other notes for the Support Analyst. A text box will be presented; enter your comment and click Save.
      • Scroll past the comments to reach the Attach File button if you have files to upload to the case. Files already attached will appear below the comments as well.
      • Linked Knowledge Resource above the case comments may be present if the analyst has linked relevant resources from the Customer Knowledge Center to the case.
    • Use Pending Testing to keep a case open once a defect has been repaired if you would like additional time to move to the release with the fix before the case closes, or you want additional time to evaluate the change to confirm that it has addressed the problem you experienced.  Case Status will change to Pending Customer Testing, and it will remain in that status for 11 months before changing to Resolved status.
    • Click the Feedback button to use the In-Case Feedback option to share your feedback on how Support is handling your Case.  
      You will be prompted to select a Category, then enter your comments in the Feedback box.
      Your Feedback will be seen by the Ex Libris Support Case Owner, and Support Management, who will acknowledge your In-Case Feedback by checking a box to acknowledge your message, or by adding a comment to respond to your feedback.

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    • Need to raise the urgency of the case?  Click this link to our Support Escalation Policy.
    • Use Close Case to set the case to a status of Closed if the case has been resolved.

     

    Case Status also displays in the case view. See What is Case Status, and What Does It Mean? for more detailed information about the status that displays in this field.

    How can I search for cases?

    When you know the number of the case you’re looking for use the Search box on the left pane. Choose Cases from the drop-down list, enter the case number and click Go!



    Note the link to Advanced Search, which allows you to search more fields than the sidebar Search box. Additionally, Advanced Search allows

    • use of operators such as AND, OR, and AND NOT
    • use of quotation marks around multiple keywords to perform an exact phrase match
    • truncation, using an asterisk


    You can also use the Search Cases tab. Here you have options to filter by several parameters. You can also limit which cases you search (with Case Options drop-down):

    • My Cases includes all cases you have submitted.
    • My Account Open Cases includes all the open cases submitted by your institution.
    • My Account Cases includes all cases submitted by your institution, including Closed cases.
    • My Consortium Cases includes all the cases of other institutions in your consortium as well as yours.
    • My Consortium Cases includes all the open cases of other institutions in your consortium as well as yours.
    • Published Cases include all cases where the customer has checked the box for Publish to All (see How can I publish my cases to the Ex Libris customers? below).

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    The results of your search will be shown at the bottom of the page after you click Search.

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    Note that an Export to Excel button is available here. This will export the resulting case list to an .xls file with the same information that displays in the search results view.

     

    Products are generic; Assets are institution-specific. An institution's specific subscription to a given Product is their Asset. Assets are generally named with the convention Institution Name - Product. 

     

    For example, Ex Libris University may use the products SFX, Primo and Alma. The names of their associated Assets, then, would be Ex Libris University - SFX, Ex Libris University - Primo, and Ex Libris University - Alma.

     

    This distinction is especially helpful in consortia which may have multiple Assets for the same Product among their consortia members.

    Can I Read or Edit Cases from other members of my Consortium?

    Using the Search Cases tab, you can choose to view all the Cases from all members of the consortium by selecting “My Consortium Cases” from the Case Options drop-down menu.

    Your ability to Read or Edit Cases is defined as follows:

    • All Support Portal Users from the same Account can Read AND Edit any case submitted by that Account, whether they are part of a Consortium or not;
    • All Support Portal users from a specific Account in a Consortium can Read, but not Edit Cases for all members of the Consortium, using the “My Consortium Cases” option described above;
    • If a Consortium has a Parent Account, all Support Portal Users from that Parent Account can Read and Edit Cases submitted by the Parent, and Read, but not Edit, Cases submitted by all the Consortium Member accounts.

     

    What is the Account Assets tab used for?

    Click Account Assets to see a list of your institution’s assets - specifically, the assets for which you have the permissions to open cases:


    Click the Asset Name to see some of the data associated with the asset record. If you notice data that needs correction, please contact us at information.systems@exlibrisgroup.com

    What is the Email Preferences tab used for?

    To receive updates from Ex Libris about your Ex Libris products and other updates, you can opt in to messages of your choosing. For example, if you wish to receive updates about SFX, you can now elect to receive those updates by updating your preferences in the Support Portal.


     

    See also, Setup Email Preferences to Subscribe to Ex Libris Mailing Lists.

    How can I publish my cases to the Ex Libris customers’ community?


    Following requests made by Ex Libris customers’ steering committees, customers who wish to do so may publish their cases so that all customers can search them in the Support Portal. This might help other customers to learn from their experience and solve issues on their own.


    In order to publish your cases, go to the Publish tab. Read the "Publication of Support Incident Reports Terms and Conditions." If you agree to the terms and conditions outlined, select an option for publishing cases and click Save Publish.

     

    Once you decide to publish your cases, all new cases opened from that point forward will be published by default. You can un-publish individual cases at any time by unchecking the Publish to All checkbox (see How Can I Create a New Case? above).

     

    If you wish to un-publish your cases in general, please contact information.systems@exlibrisgroup.com

    All information in the case will be published to all Ex Libris Support Portal users. Be mindful of passwords and any other sensitive information in your cases if you elect to publish for other users to search.

    How can I contribute Community Knowledge Articles?


    Ex Libris Customers can now contribute their own articles to the Community Knowledge Section of the Customer Knowledge Center.

    If you already have a Support Portal login, go to the Community Knowledge tab to review the Terms of Use:

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    Click the Accept button to agree to terms so you can begin creating Community Knowledge articles.  Once you have agreed, the Community Knowledge tab in the Support Portal will show a list of the articles you have created, as well as a button to access the form to create a new article.

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    If you do not need the ability to Submit or Track cases, but you would like to contribute Community Knowledge Articles, there are two additional options:

    Learn more about contributing Community Knowledge articles:

    How do I change my Support Portal password?

    You may wish to do this after you receive your initial password, if you shared your password with another user for a specific purpose, or periodically.

    1. Log into Support Portal
    2. Click My Profile
    3. Click Change My Password button at top.
    4. Enter new password adhering to rules listed on page.
    5. Re-enter new password to confirm.
    6. Click Change Password.

    What if the Support Portal is inaccessible or my login isn't working?

    If you experience issues with the Support Portal, send an email to information.systems@exlibrisgroup.com and describe the issue, including any error messages or screenshots that may help in troubleshooting.

    Additional Information

    A list of all statuses assigned to cases, and their definitions, can be found here: What is Case Status, and What Does It Mean? 


    • Article last edited: 04-Feb-2019

     

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