As more products are added and managed by the Alma HEP it becomes a concern that Ex Libris is not adding necessary granularity for roles. The “Chat for Support” role does not have any granularity for different products.
For example, we would like for some of our senior acquisitions staff to have visibility and ability to open Chat sessions for minor title by title issues with Rialto, which we have recently implemented. But this is not possible, as the role gives visibility and ability to open Chat sessions for Alma also, which is not appropriate per our internal management of staff support and case handling.
Fulfillment of this request would be ability to assign staff a role of Chat for Support, scoped to Rialto and then separately another role scoped to Primo VE, and then separately another role scoped to Alma etc. Or alternatively completely separate roles such as ‘Chat for Support – Rialto’, ‘Chat for Support – Alma’, etc.