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Troubleshooting E-Resource Tickets / Issues

Below is a series of questions to answer when resolving electronic resources issues / tickets.

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Collection managed by WRLC?

Is This a WRLC-Managed Collection? WRLC can only troubleshoot collections it manages.



    • Redirect the library to their local institution or Ex Libris. WRLC does not intervene beyond advisory guidance.

  • Paywalls may indicate an Access issue. In that case, ask for the following:

    • Screenshots

    • Exact error messages

    • Permalinks from Primo (preferred)

      • Use the Primo permalink

      • Bib record ID number? Located at the end of the string, begins with a 9 and ends with 4101

      • Extract the Network Zone MMS ID (starts with “9” and ends in “4101”).


    • Search that ID in Alma Network Zone to locate the exact record:

      • Note: Some vendors (e.g., ProQuest) do not allow <Test Access>

      • Regular Home IZ search, not scoped to  the CZ

      • Collection title includes (WRLC)

      • Pulls up exact record found in Primo page

      • From the record’s row action menu select <Test Access> from the drop-down menu




Portfolio ID> Electronic Portfolio Editor> Linking> Static URL





  • Vendor-specific validation

    • Log into vendor platforms directly using WRLC credentials (when available).

    • Not all portals will provide testing per the consortium vs. individual libraries; ProQuest is one example  

    • Check title lists for inclusion/removal.

  • Decision point

    • Contact vendor or open a Salesforce case (especially for ProQuest/Clarivate).

    • If access should not exist, deactivate the portfolio.

    • If WRLC also sees a paywall → likely a global vendor issue

    • If WRLC has access but a library does not → likely local authentication issue


 

If Metadata issue - what type of record is involved?

If this issue is a metadata concern, is this a CDI (Central Discovery Interface) record, a CZ (Community Zone) Record, or a standalone NZ (Network Zone) record?

    • In the NZ, the catalog records are predominantly ebooks

    • CDIs are generally provided for journal articles, not ebooks, but they are used for Open Access journal titles 

    • For CDI titles, the Primo record does not display a MARC source record.

    • Permalink IDs look non-standard (alphanumeric strings, not like Network Zone IDs).

  • Example: CDI Record in Primo

    • Provide: Permalink; Description of incorrect metadata (dates, volumes, links)

    • Includes (WRLC)

    • Open Access Collection 

    • In the NZ catalog there is a record for this journal vs. the specific article and it provides the available date range

    • However, what the patron sees here is a CDI record for this specific article; Note there is no Network ID located within the permalink

    • A Network ID number will appear but it will not follow the same pattern as those found within the NZ

    • In the Primo catalog record, scroll down to <Display Source Record>; once you click on the link a MARC record will appear- another indicator that this is a not CDI record   

    • Therefore, if updates need to be made, because the metadata is incorrect and the link may not operating, you will need to open an ExLibris Salesforce ticket




  • Example: CDI Record in Alma

    • Select appropriate <Interface> from the Facets panel

  • Select <Portfolio List (175)>




  • One bibliographic record is available; it describes the journal, when it was published, who published it, how long the journal has been available. 

  • For the International Journal of Law and Information Technology, the WRLC has access from 1993- 1995 and again in 1996 for Volume 4 Issue 1

  • However, when a patron goes to Primo to search for an article that is available within this journal and they see a full record that describes that article, they are viewing a CDI record that is provided by ExLibris but is does not exist within the NZ catalog

    • ExLibris uses information provided by vendors. If there is a discrepancy between what is provided in the CDI record’s metadata then we cannot address the issue and must submit a Sales Force ticket. 


CZ record?

 Is the issue from a Community Zone (CZ) record/portfolio? The CZ is a shared online repository of e-records; catalog records are activated within the CZ and vendors send all changes and updates to their e-book URLs

  • To search for an item included within the CZ

    • Update the search bar from Home IZ to Community IZ

    • “Two-people” icon in Alma indicates Community Zone linkage.





  • In general, the recommended preference is to not edit CZ records directly; Open a Salesforce case so fixes propagate globally

  • For CZ portfolios, items that are within the home catalog with records managed by Alma, you can use “Report to Ex Libris” directly from Alma to pre-populate case data.



  • Records corrected here will benefit Alma users at-large 


NZ record?

Is the issue from an NZ record/portfolio? This is the only case where direct editing is appropriate. In these instances you are editing the bibliographic record, the information that describes the e-book. For example, if there is a problem with the URL, you edit the portfolio because that’s where the URL lives. 

  • Incorrect DOI (Digital Object Identifier) 

  • Specific to an ebook or journal; 1:1

  • General Issues

    • Broken static URL

    • Missing characters in links


  • With the MMS ID you can go to the Alma NZ and locate the record to confirm that it is a WRLC- owned item 

    • Edit the portfolio (not the bib record)


  • When you arrive at the <Electronic Portfolio Editor> you will see several tabs; for the purposes of this troubleshooting task, you will select <Linking>

  • Update the URL under the Linking tab

  • Use Static URL

  • Do not enable proxy at the Network Zone level.

  • Proxy box is disengaged; select NO; all Proxy information is added by each IZ so nothing needs to be added in the NZ

  • <Save>



  • Test access



  • URL should now match what is found in the NZ record



Notes: 

  • US Gov’t documents is currently the only agreement that is not included within the CZ. 

 

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