Introduction

Primo allows 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 , which displays at the bottom right corner of the UI.

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

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

• Problem description – (Optional) Enter the description of the issue or feedback. 

• Email – (Optional) Specify your email address to allow the feedback team to get back to you in case more information is needed to resolve the issue or to just let you know that the issue has been received or resolved.

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

Configuring the Feedback Tool

The Report a Problem mapping table allows you to configure and activate the Feedback Tool at the view level.

1. Edit the Report a Problem mapping table (Primo Home > General > Mapping Tables).

2. In the Create a New Mapping Row section, specify the following fields to create a mapping row for each parameter name: 

   • View – Select the view ID of the view for which you are configuring the Feedback Tool.

   • Parameter Name – Per view create a separate mapping row for each of the following parameters: Email address, Number of categories, and Activate widget.

   • Value – Specify a value for the selected parameter:

     • Number of categories – specify the number of issue types to display in the Feedback Tool. The valid values are 1 through 4.

     • Activate widget – specify true to activate the Feedback Tool for this view.

     • Email address – specify the default email addresses of the feedback managers to which feedbacks are sent. To specify multiple email addresses, separate the addresses with a semicolon. This parameter is required unless you have a defined an email address for all configured categories.

     • Form email address mandatory – specify true to indicate that the user must specify an email address, which is checked to see that it is formatted correctly. If set to false or left blank, the user's email address is optional.

       If you set this field to true, make sure that you also update the label for the default.report.email code in the Report a Problem Labels code table to indicate that the field is mandatory, not optional.

     • Form description mandatory – specify true to indicate that the user must specify a description of the problem. If set to false or left blank, the problem description is optional.

       If you set this field to true, make sure that you also update the label for the default.report.problemDescription code in the Report a Problem Labels code table to indicate that the field is mandatory, not optional.

     • Category 1 email address – specify the email addresses of the feedback managers to which category 1 feedbacks are sent. To specify multiple email addresses, separate the addresses with a semicolon. If this field is left blank, these feedbacks are sent to the default email address.

     • Category 2 email address – specify the email addresses of the feedback managers to which category 2 feedbacks are sent. To specify multiple email addresses, separate the addresses with a semicolon. If this field is left blank, these feedbacks are sent to the default email address.

     • Category 3 email address – specify the email addresses of the feedback managers to which category 3 feedbacks are sent. To specify multiple email addresses, separate the addresses with a semicolon. If this field is left blank, these feedbacks are sent to the default email address.

     • Category 4 email address – specify the email addresses of the feedback managers to which category 4 feedbacks are sent. To specify multiple email addresses, separate the addresses with a semicolon. If this field is left blank, these feedbacks are sent to the default email address.

     Description – Specify an optional description for the mapping row.

3. Select Save to save the table.

4. Deploy the changes to the view.

Configuring the Display of the Feedback Tool

The following code tables allow you to customize and translate the various labels and messages that appear in the Feedback Tool (see Code Table Reference):

• Report a Problem Labels (Primo Home > General > Code Tables) – The following codes allow you to customize and translate the various labels and error messages that appear in the Feedback Tool:

  Code	Description
  default.report.Title	Give Us Feedback
  default.report.tooltip	Give Us Feedback
  default.report.generalText	If you encounter any issue, please let us know by choosing one of the following options: This description supports the HTML tag <a> if you want to include a link to additional support or Chat.
  default.report.option1	Report a Broken Link
  default.report.option2	Report a Search Issue
  default.report.option3	Other
  default.report.option4	Other
  default.report.email	Enter your email (optional)
  default.report.subject	Subject
  default.report.problemDescription	Problem description (optional)
  default.report.emailSend	Send
  default.report.emailConfirmation	Thank you for your feedback!
  default.report.close	Close
  default.report.sendAnother	Send another feedback
  default.report.mobileChooseSubject	Choose Subject
  default.report.mobileTitle	Feedback
  default.report.mobileTitle2	Send Us Your Feedback
  default.report.confirmEmail	By entering your email, you agree to share with the library additional information to help diagnosing the issue.
  default.report.sendFailed	The server has experienced an internal error or it might be temporarily unavailable. <br> Please try again later.
  default.report.sendLimit	Please note the feedback was not sent. <br> In order to send another feedback please sign in.
  default.report.mandatoryError	*Please fill the mandatory fields
  default.report.invalidEmail	Please enter a valid email address

• aria Labels (Primo Home > General > Code Tables) – The following codes allow you to customize and translate the various labels used for accessibility:

  Code	Description
  default.nui.aria.closeReportProblem	Close
  default.nui.aria.closeButtonReportProblem	Close
  default.nui.aria.reportAnotherProblem	Send another feedback
  default.nui.aria.openReportProblem	Give us feedback
  default.nui.aria.reportCategory1	Report a broken link
  default.nui.aria.reportCategory2	Report a search issue
  default.nui.aria.reportCategory3	Report other issue
  default.nui.aria.reportCategory4	Report other issue
  default.nui.aria.reportSend	Send your feedback

Configuring the Feedback Letter

When a user sends a feedback using the Feedback Tool, an email is sent from the E-Mail Sender parameter (which is defined in the Email and SMS Configuration subsystem of the General Configuration Wizard) to your designated feedback manager. Typically, the email sender is not intended to receive any return emails.

All feedback emails use the following structure and are built from information pulled from the feedback form, UI header, and text labels defined in the Report a Problem Labels code table (Primo Home > General > Code Tables).

The structure of the email cannot be customized, but you can customize its text by modifying the description for the associated codes defined in the Report a Problem Labels code table.

The following table displays the default text defined for each code used in feedback emails.

Analytics for the Feedback Tool

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