AskTech Responsibilities By Department
Scope: This document outlines AskTech ticket responsibilities by department.
Contact: Natalie Sommerville
Unit: Resource Description
Date last reviewed: 12/06/19
Date of next review:
Electronic Resources & Serials Acquisitions | Primary Responsibility for AskTech Ticket Categories
Triagers: Bethany Blankemeyer (print serials), ERM Team uses self-selection model (for e-resources) |
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]: In general, ERSA picks up AskTech Tickets for eResources and either resolves them or triages them to Monograph Acquisitions (eResource – MA Request), Resource Description (eResource – RD Request), or Metadata & Discovery Strategy (MADS Request - EZProxy) as appropriate. The final resolution of an eResource ticket determined how the ticket is categorized. ERSA Staff responsibilities for electronic resources are as followed:
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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.)
Monograph Acquisitions | Primary Responsibility for AskTech Ticket Categories
Secondary Responsibility (Triaged from other Departments)
Triager: Shelby Tilley (Primary), Stephen Conrad (Backup) |
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.
Monograph Acquisitions Request: Includes all AskTech Tickets requests for monograph ordering, receiving, invoicing, etc. Responsibility for these AskTech requests are as followed:
Western European Language orders – Bill Verner
Japanese orders – Sara Biondi
Chinese Orders – Yaoli Shi
Slavic orders – Robin Lapasha
Arabic Orders – Fouzia El Gargouri
Monographic & Approval receiving – Stephen Conrad
Monograph Maintenance 2: Includes post-cataloging record maintenance for monographs in non-Roman languages. Generally, these are tickets that have been vetted by Resource Description and triaged to Monograph Acquisitions based on language requirements. For a fuller description, see Monograph Maintenance 2 under Resource Description.
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 orders 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.
MADS Request – EZProxy: Includes 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.
Resource Description employs a self-selection model and a team-based approach to responding to AskTech Tickets. All members of Resource Description will be set up to receive all AskTech Tickets, with each team assuming responsibilities for tickets in their target category. The following provides a brief description of each team's responsibilities.
Shelf-Preparation: