AskTech Responsibilities by Category

Scope: This document outlines department responsibilities for AskTech ticket triage by category.

Contact: Natalie Sommerville

Unit: Resource Description

Date last reviewed: 12/06/19

Date of next review:

• ERSA Request – Other: ERSA, like other departments, receives and resolves AskTech Tickets that are general in nature or too infrequent to justify adding another categories.

• eResource - [TS-Error – User-Error – Vendor-Error]: ERSA is primarily responsible for picking up AskTech Tickets for eResources and either resolving the tickets or triaging them to Monograph Acquisitions (eResource - MA Request), Resource Description (eResource - RD Request), or Metadata & Discovery Strategy (eResource - EZProxy) as appropriate. The final resolution of an eResource ticket determined how the ticket is categorized.

• eResource – MA Request: Includes AskTech Tickets for single title purchased eBooks that have been vetted by Electronic Resources & Serials Acquisitions and triaged to Monograph Acquisitions.
• eResource – RD Request: Primarily includes AskTech Tickets that have been vetted by Electronic Resources & Serials Acquisitions and triaged to Resource Description. These requests may consist of corrections or updates to bibliographic records for eBooks, eJournals, streaming media, cataloging requests for eJournals, and MARC records loads.
• MADS Request – EZProxy: MADS is responsible for issues with off campus access to eResources that have been identified by ERSA or Professional School Libraries and sent as an AskTech ticket to MADS.
• MADS Request – User Accounts: Includes requests for permissions or problems accessing Aleph or OCLC accounts, AskTech Ticketing System.
• MADS Request – Other: Includes requests for batch processing generally associated with batch loading of MARC records or changes to Aleph.
• Monograph Acquisitions Request: Includes all AskTech Tickets requests for monograph ordering (including standing order sets), receiving, invoicing, etc.
• Monograph Maintenance 1: Routine post-cataloging record maintenance for monographs officially declared lost, reinstatement of discovered lost book, withdrawal requests, added copies, LSC transfers to general library collections, and item record changes to collection codes, Item Process Status, or Item Status.
• Monograph Maintenance 2: Includes post-cataloging record maintenance for monographs not included in Level 1 and covers such tasks as recon for on-the-fly records, resolution of duplicate call numbers, requests for non-routine changes or corrections to bibliographic, holdings, or item records, and the resolution of confusing bibliographic, holdings, or item records. Generally, these are tickets are handled by Resource Description, but may be triaged to Monograph Acquisitions based on language requirements.
• RD Request – LC Reclass: Used for requests to reclassify items from Dewey to LC, or to resolve a conflict between an item labeled in LC with a Dewey number in its corresponding Aleph record.
• RD Request – Other: For Resource Description AskTech Tickets that cannot be classified easily into another Resource Description category, e.g., general questions about Aleph or OCLC functionality, requests for changes in or questions about policies, workflows, or procedures, and those occasional unconventional tickets.
• Referral – Non-DULCS: Used for AskTech Tickets that are referred to individuals outside of DULCS. Contacts for Professional School Libraries are:
  • Ford Library: Carlton Brown
  • Law Library: Sean Chen
  • Medical Library: Li Ma
• Rush Request: Monograph Acquisitions will take the first pass for all Rush Requests and either resolve the ticket or triage the Rush Request to another department based on where the item is in the workflow. Rush order for Non-Roman Languages will go to the person placing the order. Western European Languages will go to Bill. When in doubt about in process rush orders, assign to Stephen. Shelf-Preparation is responsible for locating and expediting Rush Requests reassigned by Monograph Acquisitions for materials that have advanced beyond cataloging or shelf-ready materials that have advanced beyond box opening and delivery to Shelf-Preparation.
• Serials Maintenance 1: ERSA handles initial vetting of AskTech Tickets for print serials and is responsible for post-cataloging maintenance, including claiming, cancellations, withdrawals, LSC transfers to general library collections, and a host of other Aleph corrections or changes commensurate with their level of expertise. ERSA triages tickets to Serials Description Librarians that require advanced level serials cataloging expertise. (See also Serials Maintenance 2.)
• Serials Maintenance 2: In general, this category is assigned to AskTech Tickets for print serials that have been vetted by ERSA and triaged to Serials Description Librarians. It includes serials records maintenance from the more routine title changes and frequency changes to unravelling confusing bibliographic, holdings, or item records issues.
• Shelf-Preparation Request: Predominantly, this category includes requests for spine labels only, when no previous change to Aleph is required; also includes requests for barcode labels or other Shelf-Preparation supplies and inquiries regarding binding or preservation boxing.
• Unquantifiable: Used for those occasional AskTech Tickets that require no action and are for informational purposes only, e.g., IAS Summer Schedules.

Created By: Ros Raeford
Updated: 12-6-2019