Web Support Policies Home

Submitting a Web Support issue

Please email tul-web-support@temple.edu to submit requests for any of the following:

  • Library Search: issues related to the Primo user interface/search, indexing, metadata, related Alma integrations, general system bugs, etc.  
  • E-Resources: issues related to database and e-journal access, broken links, ezproxy errors, etc. (previously submitted to tuleres@temple.edu
  • Website/blogs: issues/requests related to TUL web pages, TUL blog support, streaming videos, ADA compliance, etc. (previously submitted to help@temple.edu) 
  • Audio/Visual Support: issues/requests related to the A/V equipment in TUL breakout rooms, meeting rooms and event spaces.


Note that this email address is for internal use only and should not be directly used by or distributed to library patrons.

When you send a message to this email address, an issue will automatically be generated in JIRA (our issue & project tracking tool), where we will track and update the progress. The issue will be assigned to the appropriate individual/department based on the nature of the request. If you have an existing JIRA account, you will receive automatic notifications from JIRA as updates are made to the issue. If you do not have a JIRA account, fear not -- your message will still be processed, and someone will email you when the issue is resolved. If you would like to set up a JIRA account, feel free to contact Cynthia Schwarz (cynthia.schwarz@temple.edu) or Emily Toner (emily.toner@temple.edu).

Service Level Expectations

Issue Assignment: All issues will be assigned to someone within 1 business day of issue submission. The reporter will receive an email notification when the issue is assigned.

Issue Status: All issues will generally fall into one of the following categories: 1) In progress, 2) Under Investigation, 3) Product enhancement required, 4) Done

Issue Categories: All issues should fall into one of the following categories:

  1. Quick fix: Issue requires a resolution that can be completed in 1-2 business days.
  2. Longer fix: Issue requires additional investigation, troubleshooting or involvement of an outside vendor.
  3. Product enhancement: Issue requires a more elaborate enhancement to an existing product and will be added to the product enhancement queue.

View Web Support issues

To view existing issues, go to https://tulibdev.atlassian.net/projects/WEB/issues (JIRA account required)


Updates

Library IT Support Update - 9/21/2018
Cynthia Schwarz posted on Sept 21, 2018

Its been several months since we started using tul-web-support@temple.edu for web/search-related issues and a couple of months since we started using it for hardware-related issues. Generally, I have had a good feedback from library staff about this service. In the last year, approximately 675 issues have been reported by more than 70 individual staff members. We now average about 35 issues per week. These issues are resolve primarily by members of LTS and LTD, but several are also resolved by MADS and Acquisitions.