Access Problem Solving (digprob)
Digital Resources Access Problem Solving Team:
Statement of Purpose
Digprob staff respond to and resolve on-campus access problems for our digital resources listed in Barton and Vera (i.e., what you see listed in Staff Vera and Vera MultiSearch A-Z Lists, as powered by SFX). AskUs staff, or specifically AskUs Technical Help staff, are the first responders to questions, and they refer questions to digprob as appropriate. Questions are handled as "tickets" in RequestTracker.The group's specific focus has narrowed in recent months to acquisitions-related problems that can be replicated on campus. For example, digprob will work with the publisher/vendor on a "subscription expired" message that results from a miscommunication about payment. A payment problem usually manifests itself as the inability to download fulltext of a journal or the inability to access a database.
Staffing and Response Time: Digprob is staffed Monday to Friday from 9:00 to 5:00. Digprob commits to responding to queries by the end of the business day following the day the question was submitted, in accordance with AskUs standards. Staff normally respond to questions arriving from 9:00-1:00 by 1:00, and to those arriving from 1:00-5:00 by 5:00pm.
The following kinds of queries are normally handled elsewhere:
Off Campus Access Problems: These will be triaged by AskUs! Technical Help first. As Digprob staff cannot troubleshoot access problems that cannot be replicated on-campus, any problem that only happens off campus will be referred back to AskUs! Technical Help.
Problems with Product Features or Functionality: If a product has a feature that is not working quite correctly (such as the ability to email citations from a database that is otherwise working properly), this is normally referred to the Product Sponsor for followup, unless digprob feels it would be most efficient to carry out the query within Digprob.
Problems with SFX Buttons: Any problem that is specific to an SFX button rather than the resource itself should be referred to the SFXprob queue in RequestTracker (or emailed to sfxprob [at] mit [dot] edu).
Requests for Record Changes: Unless the change is needed to restore access (such as a URL change) Digprob normally refers requests for changes to records to the vera-data queue. See Requesting Changes to Resources in Vera for more information about what the vera-data staff do.