"Report To Ex Libris" for CDI issues
Currently it is only possible to report Collection and Portfolios issues via the "Report to Ex Libris" functionality of Alma.
Colleagues from our e-resources department (who also manage most of the CDI settings) would be glad to use this reporting tool also for CDI issues: wrong URLs, incorrect "Full Text Rights in CDI", etc.
Please, provide a CRM Cateogry "CDI" in the form and include some CDI data (like now Collection ID, Portfolio ID).
This would make it much easier for us to report CDI problems, and support team would also benefit from standardized requests.
Stacey van Groll commented
I raised this with Ex Libris Senior Management in August 2020, after being told in a case response that I should have reported to the appropriate team, rather than using the 'Report to Ex Libris' function: "We would like to recommend reporting similar issues to CDI Support team in the future - according to the product where the issue is replicated."
I used the 'Report to Ex Libris' function because I had directly correlated an issue in a CDI record in Primo from a specific Alma Electronic Collection, and all through the CDI rollout it was marketed to customers clearly and repeatedly that a significant component of the reasoning for the move of index management into Alma was for the benefit of integrated platform functionality.
Why should we have to log into the separate SalesForce platform and go through the many dropdown arrows to submit a new case, and copy and paste a great deal of information such as record IDs, when we can directly identify a particular portfolio or collection as the root cause of an issue?
When reporting via Alma, we have none of these pain points, all of the record information is included in the case automatically on our behalf and we have only to add some simple information such as example permalinks and issue description.
What we have is an attempt at an integrated system of products, trying to match with SalesForce support teams that are rigidly segregated by product.
My response was: "… it is a completely acceptable workflow for us to submit cases within Alma via 'Report to Ex Libris', when we can identify a direct correlation with the CDI collection within Alma." and "… if it is desired for us to try to determine if the issue is Alma data or CDI data, then it would be up to Ex Libris to add another dropdown option to the 'Report to Ex Libris' page, as we would be more than happy to choose CDI or Alma."
But here we are now, almost two years later in June 2022 at time of writing, and this aspect of "CDI via Alma" integration still has no sign of being in place in Alma.