Page History

Add or Edit as desired.  This can be very train of thought.  Detailed or just high-level ideas are all welcome. We will organize these into specific categories as a next step.

Steps involved:Problem Reporting/Tracking

Gather common data

• Comparable forms which are set to gather common data
  OR
• Separate email aliases, as we have now, which are set to push email to a common tracking system.  The tracking system would then ideally give IP, DNS, Browser/OS, Referring URL.  Are most tracking systems set up to be able to get this information, or will we need to use a form to gather the data and send it along to a tracking system. 
• If permissions are not sent to the tracking system, we may need a procedure to look them up.

How do we ingest and manage issue reports?

• Ingest problem into common tracking system (e-mails or actual issue management system)
  • Pros/cons of options
  • Decision to pilot X?
    • Proposal to Steering
    • What variables to account for: number of user accounts, desired premium features,...
  • How did X work?  What needs to be changed?  Should we try a different system or will X work?

• What changes at each CUL required?  i.e. Cornell does not gather some of the user info that Columbia does via form.
  • What info is most useful or essential?  IP/DNS, patron permissions?, Browser?, Referring page

Solving and Responding to Problems

Access to each others systems and information

• Ordering/Payment info - Voyager, EBSCOnet, etc.
• ERMs
• Access to one another's e-resources from "on-campus" (VPN) and "off-campus" (remotely) -
  • Our work is considered "doing the business of XXX University"? Right?
• Is there a need to inform vendors that this group may be working on each others issues?

Begin joint troubleshooting on (goal:Spring 2014) - Target Date: XX/XX

• What issues immediately go to home institution?  this list needs to be well-defined, as it can cause political headaches if handled incorrectly
• What can be handled jointly?
• What must wait until X system is better integrated?
• Need to assign point people at each institution to take questions from staff if we run into gray areas about who handles what problems
• Define schedule

Training and Transition

Common responses and procedures - wiki?

• Get current information organized in similar way
• Merge as appropriate and/or create common dashboard
• Proper permissions for access
• Any vocabulary to sort out?  Uni/NetID

Access to all relevant systems

• Is there a need to inform vendors that this group may be working on each others issues?

...

• What changes at each CUL required?  i.e. Cornell does not gather some of the user info that Columbia does via form.
  • What info is most useful or essential?  IP/DNS, patron permissions?, Browser?, Referring page

All staff looking at each others issues - milestone - how long does this need to go on before we move to next phase?

• Period of training/adjustment for each CUL as staff adjust to the new tracking systems. (This is a public service; it should be done well!)
• Able to respond to each others lists & assign issues within the tracking system.
• Make sure that staff don't feel threatened by possibly losing their jobs

Begin joint troubleshooting on XXXX

• What issues immediately go to home institution?  this list needs to be well-defined, as it can cause political headaches if handled incorrectly
• What can be handled jointly?
• What must wait until X system is better integrated?
• Need to assign point people at each institution to take questions from staff if we run into gray areas about who handles what problems

Possible Issues to Address

...