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Problem solving protocol
Resources for trouble-shooting
Tips for searching Navigator
Reclamation, batch loading etc. (why holdings may be inaccurate in WorldCat)
NRE (Navigator Request Engine)
Functional experts
Triage - the first process of reading and handling email problem reports.
Triage experts (only these individuals should perform triage): Mark, Nancy, Adriene, Jean, Michael, Shirien, Al
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8-12
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1-5
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8-12
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1-5
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| December 12 |
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Jean |
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--
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January 1
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none
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none
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| December 15 |
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Al |
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Michael |
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January 2
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Michael
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Kyle |
| December 16
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Shirien |
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Al |
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January 5
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Nancy |
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Adriene |
| December 17 |
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Michael
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Jean |
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January 6
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Kyle |
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Jean
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| December 18 |
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Jean |
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Shirien |
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January 7
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Al
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Kyle |
| December 19 |
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Nancy |
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Nancy |
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January 8
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Michael |
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Mark
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| December 22 |
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Shirien |
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Mark |
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January 9
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Kyle
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Adriene |
| December 23 |
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Mark |
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Shirien
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January 12
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Al
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Adriene |
| December 24
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none |
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none |
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January 13
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Shirien |
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Mark |
| December 25
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none |
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none |
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January 14
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Michael
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Shirien
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| December 26
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Al
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Al
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January 15
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Kyle |
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Mark |
| December 29
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Jean |
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Michael |
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January 16
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Jean |
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Kyle |
| December 30
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Adriene |
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Nancy
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| December 31
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none |
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none |
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Instructions:
1. If you read a message and do not take action, be sure to re-set the status as unread so someone else will see and read it.
2. If you read a message then you take responsibility for resolution. Triage experts should call in addition to emailing front line responders for anything judged to be CRITICAL.
3. Always add a flag:
a. IN PROCESS (consulting with others, investigation, etc.)
b. CRITICAL, in BASECAMP
c. NON-CRITICAL, in BASECAMP
d. LOW PRIORITY (to work on later)
e. FINISHED
4. Reply to sender indicating we're working on it. Ask follow-up questions as necessary.
Notes for Triage experts:
Communication concerning significant problems
If two or more Triage experts confer and determine that information should be broadly disseminated then they will post an email message to Summit Borrowing Committee <summit-circ@lists.uoregon.edu> and Summit Migration Designated Contacts <summit-contacts@lists.uoregon.edu>.
Reports concerning new patron loads
When a problem report is just a report of a new patron load, please go to the
problem reports on Basecamp, find the Summit Patron Load thread
and add it as a comment.
Front line responders
When reviewing Navigator problem reports forwarded by Triage Extperts, the "front line responders" will take into consideration several factors:
Has this been reported previously? If so, do we know the answer?
Provide an answer or reply?
NO. In some situations reports will be logged and reviewed, and due to time constraints the reviewer will not respond individually to the person submitting the report.
YES. If the reviewer determines that a response is necessary: answers will be supplied by referring to an Alliance web page whenever possible.
If the answer is known but not yet documented on a web page, it will be added to the web site as soon as possible.
When reviewing a problem that seems new (not yet reported or noted):
- Is it repeatable?
- Different user accounts? Different web browsers?
- additional suggestions will be added here, for trouble-shooting specific kinds of problems (patron record loading, patron log in, staff log in, availability or holdings display, etc.)
Report it to OCLC. If the answer is not known, and the problem requires attention, it will be reported to the appropriate OCLC staff.
- an individual issue for a single site, that affects that site only: will be reported, or may on occasion be reported by an institution contact that has been working with OCLC and the Migration Team
- an issue that affects multiple sites, or the solution might affect multiple sites: will be reported only by one of the front line responders
- an issue that will affect the look and feel, or operation, of Summit for all members: may be reported only by primary Alliance staff or designee (John Helmer, Kyle Banerjee, Nancy Nathanson, Mark Kibbey)
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