LibAnswers Ticketing System

Scope:
Contact: Dennis Christman
Unit: Metadata & Discovery Strategy
Date last reviewed:
Date of next review:

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A user, normally a library staff member, has an issue to be addressed by Technical Collections Services. They submit a ticket to our Asktech system, either through email or an online form. Either submission method generally by emailing asktech@duke.edu. This will generate a ticket in our LibAnswers system. This will also generate an email to the user confirming the creation of their ticket, and an email to the triagers, notifying them that there is a new unassigned ticket.

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If the rest of the work on a ticket is to be done by another member of Technical Collections Services, the currently assigned tech can transfer it to any other tech in the system by following these steps:

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