Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

Version 1 Next »

LibAnswers Ticketing System

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

The New Asktech: Using the LibAnswers Ticketing System

The New Asktech Workflow

1) A Ticket is created:

A user, normally a library staff member, has an issue to be addressed by Technical Services. They submit a ticket to our Asktech system, either through email or an online form. Either submission method 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.

2) Triager assigns the ticket:

After learning of a new ticket, a triager will log in to the LibAnswers system to view it. After reading the ticket and seeing who currently has tickets assigned to them, the triager will decide who the best tech to complete the ticket is. They will then assign the ticket to that tech. This will generate an email to the tech so they know they have a ticket to work on, however the patron will not receive a message.

3) The tech corresponds with the user and works on the ticket:

The tech begins to work on the ticket. When appropriate, the tech can communicate with the user with follow-up information or clarifying questions, either through the LibAnswers or by replying to the system-generated email they received when the ticket was assigned to them. Additionally, they can CC other techs and send a message if someone else's input is required.

4) Ticket is closed:

Once the issue has been resolved, the tech will assign one or more tags to the ticket and mark the ticket as closed. This generates an email to the user letting them know the ticket has been closed. If they disagree or have any follow up, they can reply to the ticket to reopen it.Verify still true

Navigating LibAnswers

Logging In

To log in, go to https://duke.libanswers.com/admin/login. This should take you to authenticate through Shibboleth with your NetId and password.

Getting to the Tickets

LibAnswers has a few different sections, and is connected to Duke's larger SpringShare LibApps account. It's easy to get onto the wrong page. Here's how you might get back to your AskTech tickets:

  1. You ended up on the public facing page:

There is a public facing side to LibAnswers that is easy to end up on by mistake. We're not currently planning on doing anything with this, so it's pretty bare bones at the moment. The bottom right hand corner has a link to login to the system. If you are already logged in, there will be a link reading 'My Admin' that will take you to the ticket Dashboard.

  1. You're in different section of LibAnswers:


LibAnswers has a few different sections that you might accidentally end up in. To get back to the main ticketing area, click on Dashboard from the top menu bar.
If you end up somewhere else, your best bet is to start over by going to: https://duke.libanswers.com/admin

Changing ticket views

Once you are viewing the dashboard, you can change the tickets being displayed in one of two ways:

  1. There are several pre-built views available to you that you can select from by clicking the small arrow next to the first in the row of tabs.

  1. You can create a custom view by using the filters available and selecting the filter button.

Using AskTech as a Triager

Assigning Tickets

As a triager, one primary responsibility is to assign tickets to the proper staff member to address the issue. Once a ticket has been created, you will receive an email giving you all of the relevant details of the ticket. To assign the ticket, log into LibAnswers and go to the Dashboard area (see above). To see all unassigned tickets, change your view to 'Unassigned Tickets.'
Clicking on the title of the question will claim the ticket to yourself and let you look at the full details. If you wish to look at the ticket without claiming it, click the small eye next to the title. From this pop up, you can 'Go to Ticket Page' which claims the ticket, or 'Preview' which does not.
From the ticket page, you can unclaim the ticket from the top of the page, or assign it to another tech at the bottom.
To assign the ticket:

  1. Select the Assign/Transfer tab below the text of the ticket.
  2. Select the name of the staff you wish to assign the ticket to.
  3. If you wish, include a message for the tech in the text box.
  4. At the bottom of the page, click the 'Submit Transfer as Open' button.


Neither claiming the ticket or assigning a ticket generates a ticket to the patron who submitted the ticket, so you do not need to worry about using the preview method to avoid unnecessary emails to the patron.

Using LibAnswers as a Tech

Responding to a Ticket

When a ticket is assigned to you, you will receive an automatically generated email informing you of the details of that ticket. You can navigate directly to the ticket by following the link in the notification email, or by going to your Dashboard in the LibAnswers system (see above).
Type your message to the user in the Create a Reply box towards the bottom of the page. After your message is typed, choose how you want it to be sent by clicking the up arrow next to the submit button. Your options are:

  • Submit as New: Indicates that there hasn't been any work done on the ticket. This should rarely if ever be used
  • Submit as Open: Indicates that the ticket is waiting on the tech (you) to do something. Use this if you sent a communication to the user that doesn't require them to respond. Ex. Thanks for the info. Let me look into this and get back to you.
  • Submit as Pending: Indicates that the ticket is waiting on a communication back from the user. Ex. I don't really understand the error you're having. Could you explain more, and include a screenshot if you're able?
  • Submit as Closed: Indicates that the ticket has been resolved. Ex. That link should be working now.

Adding CCs to a ticket

Sometimes you need to ask another staff member a question regarding a ticket. By CC'ing them, you include them in the ticket while maintaining ownership of the ticket. Towards the bottom of the ticket, you can choose them in the CC Note to drop down list. Only users with LibAnswers accounts appear in the list, and as such only they can be added as CCs.
After you add a CC'd User, that tech will receive all further communications on the ticket until they are removed. It is important to note that that tech will not receive an automatic email when they are addedVerify still true. You need to add them, then send a message through the system.

Posting an Internal Note

If you wish to correspond with another staff member without including the creator of the question, you can use the Internal Note feature.

  1. Select the Post an Internal Note tab below the text of the ticket.
  2. Type your message in the text box.
  3. Choose the staff member from the Email Note To box towards the bottom of the page.
  4. Click the Submit Note as Open button to send the note.


The included staff member will receive an email with the text of your note as well as the full ticket. They can then send a response to the that email that will come to you but not the creator of the ticket. Unlike CCs, there is no running Internal Note list that persists from note to note, so you will need to re-add anyone you wish to receive them each time you send an internal note.

Transferring a Ticket

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

  1. Select the Assign/Transfer tab below the text of the ticket.
  2. Select the name of the staff you wish to transfer the ticket to.
  3. If you wish, include a message for the tech in the text box.
  4. At the bottom of the page, click the 'Submit Transfer as Open' button


Transferring a ticket will generate an email to the new tech, the same as when the ticket is originally assigned. As this is no longer your ticket, it will disappear from your list of tickets, so make sure to add any comments you need to and save them before assigning the ticket or you will no longer be able to.
Reassigning a ticket is for when your part of the ticket is completely over, and it is ready to be handed off to another tech. If you are simply looking for input before continuing to work on a ticket, use the CC or internal note functionality instead.
Ask a triager for help if you know the ticket should be reassigned to another tech, but are not sure who the best choice is.Need to test if any of this is still true

Adding one or more Tags

Before you are finished with a ticket, you should add Tags (previously Cat egories) in the box on the left side of the screen. This does not generate an email for the patron, so it can be done at any time during the ticket process. You can add one or more tag to reflect the nature of the work performed. These tags are used for reporting purposes in order to track the work that is done on Asktech.

  • No labels