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CDL Helpline FAQ for Resource Liaisons

What is a ticket and why am I getting one?

When someone calls the CDL Helpline to report a problem, we log the problem into our CDL Helpline database to track the problem as we forward it on to the vendor or to CDL staff for correction. The CDL Helpline database automatically sends out email messages, which correspond to “ticket” records in the database. Each time a ticket is appended, an email message goes out. As a Resource Liaison, you may be included as one of the people who receives this message, if the problem relates to your resource. These tickets can be a strange presence in your mailbox, because they don’t have much context to them. The sender will be CDL Helpline, and the Subject will be something like “UCR Ovid access problem ENTRY=202 PROJ=1”.

How do I know what to do when I get a ticket email?

If you get a ticket in your email, you can assume CDL has been contacted, and is working on the problem or has forwarded the problem on to the vendor for resolution. Usually you do not need to act on the message, just be aware that the problem is going on. However, there are a few situations where you should respond to a ticket:

1) You see a salutation with your name, e.g. “Hi Heather, can you please tell us…”.

2) You have new information to add, which would help us resolve the problem.

Read the ticket carefully to make sure you understand the problem and your role.

How do I respond to a ticket?

You can respond to a ticket directly from your email by replying to the CDL Helpline email address. When replying, make sure you do NOT change the subject line. This ensures your response will be logged into the ticket’s information stream. In the body of your message, please address which parties need to take action -CDL, vendor, etc.

Do I ever need to enter a ticket myself?

If someone reports a problem to you (because you are the Resource Liaison), you can choose to call the CDL Helpline directly (510) 987-0555, or log the problem into the Helpline database yourself. In order to log the problem in yourself, you need to have an account. Please see How to Use the CDL Helpline Web Site for more information. We encourage you to submit your own Request (a Request becomes a ticket once in the system) so you can easily check the status of the problem at any time. Also, you can check to see what problems have been reported by all the other UC campuses as well.

How do I decide whether to report a problem directly to CDL or talk to the vendor myself?

Access problems: Access problems should always be reported to CDL, by either calling the CDL Helpline or logging it into our database. For urgent problems, always call the CDL Helpline (510.987.0555).

Content problems: Missing content should always be reported directly to the vendor. CDL’s Report A Problem page includes useful links to some of the vendors. If content is there, but not useful (garbled, etc) please also report directly to the vendor. Please CC: CDL-ERESOURCES-L@UCOP.EDU when sending email messages. (However, please do not use CDL-ERESOURCES-L@UCOP.EDU when using the helpline database.)

Functionality problems: If a feature is broken to the extent it causes major access problems, please report to CDL, by either calling the CDL Helpline (510.987.0555) or logging it into our database. If the feature works, but not as expected, or if minor functionality is lost, please report directly to the vendor and CC: CDL-ERESOURCES-L@UCOP.EDU. (Again, please do not use CDL-ERESOURCES-L@UCOP.EDU when using the helpline database.)

What if I’m having a problem that has nothing to do with my assigned resource?

General information about reporting problems can be found on our Report A Problem page.