Authentication - Questions for Help Desk ticket
Answer
When you get a user who can't access a database or specific article they should be able to access, guide them through answering these questions. If you don't resolve the problem, submit a help desk ticket to the library help desk: https://intranet.library.gsu.edu/helpdesk/ Include as many of these details as you have.
Help Ticket Prompts
The goal for those of us in electronic resources is to be able to replicate the issue whenever possible. The information below will assist us in achieving this goal and aid in more efficient troubleshooting our end.
- Is the patron on-campus*, off- campus or logged in through VPN? [*may be applicable for students still in dorms]
- What device is the patron using? (ex. desktop computer, cell phone, tablet)
- What browser is the patron using or is the patron using an app?
- Has the patron tried clearing their cache and opening a new browser window? Does the issue persist? Has the patron run into this issue before?
- What type of issue is the patron having?
- Link related – link hangs/doesn’t connect or goes to the wrong site
- Server issue – 500 or other server error (get screenshots, if possible) and exact server error
- Proxy issue – get screenshots if possible and exact proxy issue
- Paywall issue – expired subscription or prompted for payment
- Article-related – article doesn’t open or download
- Other – as many details as possible
- If user was trying to get a specific article or resource, please get citation or title information
Whenever possible have the user walk you through what they did and provide the ER team with that information. We understand this may not always be possible, so please just provide as much detail as you can, keeping the above prompts in mind.