"We're Looking Into It" -- Enhancing service using a cohesive e-resource troubleshooting workflow.

All Sessions

"We're Looking Into It" -- Enhancing service using a cohesive e-resource troubleshooting workflow.

Tuesday, April 3, 2012 at 2:40 PM–3:25 PM CDT

Salon C

Track

External & User Relationships

Keywords

"E-resource access issue tracking", JIRA

Abstract

The E-Resources Department at Drexel handles all incoming E-Resource access issues from University patrons. We implemented JIRA project tracking tool to track issues as they arise, and I will describe this process and outline the workflow for addressing access issues quickly and efficiently while providing good service to the patron.

Learning Objectives

Following this session, participants will be able to navigate the JIRA Program for tracking eresource access "tickets" and will have guidelines for responding to e-resource access issues quickly and efficiently.

hashtag

#issuetracking #erl12