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    Configuring the Feedback Tool for Primo VE

    Introduction

    Primo VE enables end users to report an issue or provide feedback to the library from any page in the UI. Once enabled, end users can open the feedback tool by selecting the feedback icon PVE_Feedback_icon1.png, which displays at the bottom right corner of the UI.

    FeedbackTool.png

    Feedback Tool - Select Issue Type - Two Issue Types Configured

    After selecting an issue type, users are asked to fill in the following information, which is sent in an email to the feedback manager:

    • Subject – Update the issue type if different from what was entered in the previous step.

    • Problem description – Enter the description of the issue or feedback. This field is optional by default.

    • Email – Specify your email address to enable the feedback team to get back to the user in case more information is needed to resolve the issue or to just let the user know that the issue has been received or resolved. This field is optional by default.

    The feedback email includes the following information if provided: sender's email, problem description, UI page's URL, browser, and device. For example:

    Subject: New feedback received from a Primo user - Report a Broken Link

     

     

    Hello,


    You got a new feedback from Jimmy.Johns@gmail.com . 

     

    Problem Description: Link is broken in the first record of the search results. 

     

    Relevant URL: https://my.alma.myinst.com/discovery/search?query=any,contains,covid%20therapeutics&tab=Everything&search_scope=MyInst_and_CI&vid=PRIMO_OAP_INST:Alma&lang=en&offset=0

     

    Browser: Google Chrome 
    Device: Desktop 

     

    Thank you 

     

    * Please note we make the best effort to ensure that this message is error and virus free. 
    If you don't trust the sender of this message do not click on any of the above links, respond to the email, or provide any sensitive information.

    Sample Feedback Letter from User

    The browser and device information is not included if the user does not provide a return email address in the feedback form.

    Configuring the Feedback Tool

    The Report a problem widget configuration page enables you to configure and activate the feedback tool at either the institution or view level.

    PVE_ReportProblemWidgetConfigMandatory.png

    Feedback Tool Configuration - Enabled in All Views

    If you want to enable reCaptcha security for the Feedback Tool, see Configuring reCaptcha for Primo VE.

     

    To configure and activate the feedback tool for all views or specific views:
    1. Open the Report a problem widget configuration page (Configuration Menu > Discovery > Other > Report a problem widget configuration).

      If you have already created a row for All views, you must delete it if you want to add rows at the view level.

    2. Select Add Row to add a new row to configure a specific view or all views.

      PVE_EditReportProblemWidget.png

      Edit Feedback Widget Row
    3. In the Row Details section, specify the following fields:

      • View – Select either All or a specific view. If you have already created a row with All, you cannot define rows for specific views since this functionality is already activated for all views.

      • Number of Categories – Specify the number of categories (issue types) to display in the feedback tool. The valid values are 1 to 4. For example, if 2 is selected, only the first two categories in the Report a Problem Labels code table appear: nui.aria.reportCategory1 and nui.aria.reportCategory2.

      • Email Address – Specify the default email address of your feedback manager. To specify multiple email addresses, separate the addresses with a semicolon. Ensure that each email address is an allowed email address in Alma. For more information, see Configuring Allowed Emails in Alma.

        This email address is overridden by email addresses defined at the category level described in Step 4

      • Activate widget – Select this checkbox to activate the widget in the UI.

      • Form email address mandatory – Select this checkbox to indicate that users must specify an email address, which is verified to see that it is formatted correctly. Otherwise, the user's email address is optional.

      • Form description mandatory – Select this checkbox to indicate that users must specify a problem description. Otherwise, the description is optional

    4. If you want to configure feedback managers at the category level, perform the following steps in the Email Addresses Per Category section:

      1. Select Add Email Addresses Per Category to open the Add Email dialog box.

      2. Specify the following fields:

        • Category – Select the category number to which you want to assign the specific staff managers.

        • Email Address – Specify the email address of the feedback manager for this category. To specify multiple email addresses, separate the addresses with a semicolon. Ensure that each email address is an allowed email address in Alma. For more information, see Configuring Allowed Emails in Alma. If a category is missing an email address, the default email address defined in the Row Details section is used.

      3. Select Add Email.

      4. Repeat these steps for other categories. All undefined categories use the default email address if defined above.

    5. Select Save to add or update the feedback row.

    Configuring the Display of the Feedback Tool

    The following code tables enable you to customize and translate the various labels and messages that appear in the feedback tool (see Configuring Display Labels for Primo VE):

    • Report a Problem Labels (Configuration Menu > Discovery > Display Configuration > Labels) – The following codes enable you to customize and translate the various labels and error messages that appear in the feedback tool:

      Code Description

      report.Title    

      Give Us Feedback

      report.tooltip    

      Give Us Feedback

      report.generalText    

      If you encounter any issue, please let us know by choosing one of the following options:

      report.option1    

      Report a Broken Link

      report.option2    

      Report a Search Issue

      report.option3    

      Other

      report.option4    

      Other

      report.email

      Enter your email (optional)

      report.subject 

      Subject

      report.problemDescription 

      Problem description (optional)

      report.emailSend    

      Send

      report.emailConfirmation 

      Thank you for your feedback!

      report.close    

      Close

      report.sendAnother 

      Send another feedback

      report.mobileChooseSubject

      Choose Subject

      report.mobileTitle

      Feedback

      report.mobileTitle2

      Send Us Your Feedback

      report.confirmEmail    

      By entering your email, you agree to share with the library additional information to help diagnosing the issue.

      report.sendFailed

      The server has experienced an internal error or it might be temporarily unavailable. <br> Please try again later.

      report.sendLimit

      Please note the feedback was not sent. <br> In order to send another feedback please sign in.

      report.mandatoryError

      *Please fill the mandatory fields

      report.invalidEmail

      Please enter a valid email address

    • aria Labels (Configuration Menu > Discovery > Display Configuration > Labels) – The following codes enable you to customize and translate the various labels used for accessibility:

      Code Description

      nui.aria.closeReportProblem

      Close

      nui.aria.closeButtonReportProblem

      Close

      nui.aria.reportAnotherProblem

      Send another feedback

      nui.aria.openReportProblem

      Give us feedback

      nui.aria.reportCategory1

      Report a broken link

      nui.aria.reportCategory2

      Report a search issue

      nui.aria.reportCategory3

      Report other issue

      nui.aria.reportCategory4

      Report other issue

      nui.aria.reportSend 

      Send your feedback

    Configuring the Feedback Letter

    The letter Report a Problem Letter on the Alma Letters Configuration page (Configuration Menu > General > Letters > Letters Configuration) enables you to customize the format and content of the feedback letter that is sent to your feedback manager. For more information about letter configuration, see Configuring Alma Letters.

    PVE_Report_Problem_Letter_Labels.png

    Alma Letters Configuration - Report a Problem Letter
     
    To configure the letter used for Primo VE feedbacks:
    1. Open the Alma Letters Configuration page (Configuration Menu > General > Letters > Letters Configuration) and then edit the letter Report a Problem Letter.

    2. On the Labels tab (opens by default), specify the following fields:

      • addressFrom – The from address that appears for all feedback emails and is not expected to allow return emails. The default is Discovery@exlibrsisgroup.com.

      • emailSubject – Specify the Subject of all Feedback Letters. Note that the category name (issue type) appears in the Subject field of the email.

      In addition, the following information is collected from the Feedback Tool and included in the feedback email:

      • user_email – end user's email address

      • problem_description – description of the problem

      • relevant_url – URL of the UI page from which the feedback was sent

      • browser – browser used to send the feedback. This information is not displayed if the user does not provide a return email address.

      • device – device used to send the feedback. This information is not displayed if the user does not provide a return email address.

    3. If you want to customize the format or content of the email's body, select the Template tab and edit the XSL used for this letter:

      <?xml version="1.0" encoding="utf-8" standalone="no" ?>
      <xsl:stylesheet xmlns="http://www.w3.org/1999/xhtml"
          xmlns:xsl="http://www.w3.org/1999/XSL/Transform" xsl:version="1.0">
          <xsl:output method="xml" encoding="utf-8" indent="yes"
              doctype-system=http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"
              doctype-public="-//W3C//DTD XHTML 1.0 Transitional//EN" />
          <xsl:template match="/">
              <xsl:element name="html">
                  <xsl:element name="body">
                      <xsl:text>
                          Hello, <br />
                      </xsl:text>
                      <xsl:text>
                          You got a new feedback from
                          <xsl:value-of select="/notification_data/user_email" />
                      </xsl:text>
                      <xsl:text> . <br /> <br /> </xsl:text>
                      <xsl:text>
                          <strong>Problem Description:</strong>
                          <xsl:value-of
                          select="/notification_data/problem_description" /> <br />
                      </xsl:text>
                      <xsl:text>
                          <strong>Relevant URL:</strong>
                          <xsl:value-of
                          select="/notification_data/relevant_url" /> <br /> <br />
                      </xsl:text>
                      <xsl:text>
                          <strong>Browser:</strong>
                          <xsl:value-of select="/notification_data/browser" /> <br />
                      </xsl:text>
                      <xsl:text>
                          <strong>Device:</strong>
                          <xsl:value-of select="/notification_data/device" /> <br /> <br />
                      </xsl:text>
                      <xsl:text>
                          Thank you  <br /> <br />
                      </xsl:text>
                      <xsl:text>
                          * Please note we make the best effort to ensure that this message is error and virus free. <br />
                      </xsl:text>
                      <xsl:text>
                          If you don&apos;t trust the sender of this message do not click on any of the above links, respond to the email,
                           or provide any sensitive information.
                         </xsl:text>
                  </xsl:element>
              </xsl:element>
          </xsl:template>
      </xsl:stylesheet>

    4. Select Save to save the changes to the letter.

    Analytics for the Feedback Tool

    To support this functionality, the following actions have been added to the Action Usage subject area:

    Group Subgroup Action Description

    General

    Report a Problem

    Click on Give Us Feedback

    The user opened the feedback tool.

    Choose category 1

    The user selected category 1 (code = report.option1).

    Choose category 2

    The user selected category 2 (code = report.option2).

    Choose category 3

    The user selected category 3 (code = report.option3).

    Choose category 4

    The user selected category 4 (code = report.option4).

    Send feedback

    The user sent a feedback.

    Send another feedback

    The user selected the Send another feedback option.

    Close the Give Us Feedback window

    The user closed the feedback tool by either selecting Close or the X icon.

    Send message was failed due to server error

    The user sent a feedback and received an error message.

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