FAQs: E-Resources Guide

Alma has a feature called “Report to Ex Libris” that can be used to report collection and title (portfolio) level issues for Alma electronic collections when they originate in the CZ. Library staff who can file tickets with ProQuest, such as to report problems with ProQuest databases, can use this feature once the CRM Contacts table in Alma is configured. FLVC will continue to report collection and portfolio issues to Ex Libris if you chose not to use this feature. This “Report to Ex Libris” link has not been working, but Ex Libris fixed it recently. If certain staff at your institution should be able to use this feature, please provide the information listed at the bottom of this email.

When the “Report to Ex Libris” link is clicked, a form will appear. Alma will automatically fill in the Contact or if there is more than one contact listed in the CRM Contacts table, they will be listed in a drop down menu. Please see the screen shot below. Other details about the collection or portfolio are also automatically filled in based on the collection or portfolio staff were viewing when the link was clicked. Staff submitting the reports must choose the most appropriate CRM Category (Title level issue or Collection level issue) and the most appropriate CRM SubCategory (Add title(s), Update title(s), Remove title(s), Update date(s), or Update linking). Staff should explain the problem in the description field with as much detail as possible and provide relevant links or URLs as needed to help Ex Libris resolve the problem.

Please note that this feature is used to report issues about the collections and portfolios that originate in the CZ. It is not used to report:

• problems about the metadata in the Central Discovery Index (CDI)
• problems with bibliographic records that have been batch loaded into Alma.
• Open Athens or EZ Proxy specific linking problems/error messages

Problems with CDI metadata, batch loaded bibs, and Open Athens/EZ Proxy should continue to be reported to FLVC.

Examples of problems that could be reported using the “Report to Ex Libris” feature are:

• a title that is new to the collection
• a title that is no longer part of the collection
• an error in the title
• a link that leads to the wrong title on the vendor’s platform
• a collection that has moved to a different platform and has a different URL now

If you would like certain E-resources staff to be able to use this feature to submit collection and title (portfolio) level issues, please provide the following to the FLVC Help Desk. A case will be created for us to add the information listed below to the Alma CRM Contacts table. The information entered in Alma’s CRM Contacts table must match what is in in ProQuest’s system. Staff must already be able to submit support tickets to ProQuest before we add them to the table or the link will not work for them.

• Name – The name that appears under Contact Information (usually first and last name).
• Salesforce ID – Your Support Portal username, which is your email address.
• E-mail – The e-mail address of the contact.

Note: After the staff member is set up in system, your institution's ProQuest Admin Administrator must login to Salesforce and go to the "Grant Permissions" section and indicate that the new user is associated with the institution in Salesforce. If this cannot be done, please let the FLVC Help Desk know, and a FLVC will contact Ex Libris to configure Salesforce correctly so this feature will work.