Ticket Submitting Guidelines

Answer

Information to Collect/ Include in your Ticket: 

  1. Please include specific USER identifying information:  

  1. Name AND barcode 

  1. Please include ITEM specific information 

  1. Name AND barcode 

  1. Please include Bibliographic / Record Set Information 

  1. For weeding items, bulk changes, etc. 

  1. What date and time did you experience this problem? 

  1. What is the device model/ type? The more specific the better (eg. IPad 9, Samsung tablet) 

  1. What year is the model? 

  1. What OS are you using? 

  1. Has the device recently been updated? / Does the device need to be updated? 

  1. Do any apps need to be updated? 

  1. What happened with the app you were using when it didn’t work? Please include as much detail as possible. (screenshots are great) 

  1. If there was an error message, you could please tell us what it said? Exact wording is very helpful but not necessary. (screenshots are still great) 

Things to check before you submit a ticket:  

  1. Search the Knowledge Base for existing FAQ that may address your need 

  1. Search Niche Academy 

  1. Check the NLLS Youtube Channel for recent webinars on a variety of topics 

E-resources / Web apps: 

If you have checked the patron’s account and it’s in good standing, try the following steps: 

  1. Check the FAQ created by the vendor 

  1. Do a Google search of the error message to see if others have dealt with the same issue and if a solution has already been identified by other experts 

  1. Check Niche Academy for vendor updates 

  1. Uninstall app 

  1. Restart device 

  1. Re-install app 

  1. Re-register your card in the app  

Email/ Microsoft  

  1. Check your Junkmail 

  1. Check your Drafts 

  1. Check your Sent Messages 

  1. Check your Unfocused Tab 

Hardware Issues: 

  1. Check the cords—is everything plugged in and powered on 

  1. Use CTRL+Alt+Delete to open the Task Manager and close tasks that are frozen or misbehaving. 

  1. Shutdown the device (wait 30 seconds to restart) 




Answered By: Tracy Paradis
Last Updated: Nov 09, 2022
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