In effort to continually improve our efficiency in resolving and analyzing support cases, we’re further refining our support ticket categories to make cases more easily identifiable.

For those of you that prefer to submit your tickets directly through our OTRS ticket tracking system, you’ll find we’ve simplified our selection of categories to the four listed and have removed subcategories entirely.

Included here are some examples of the types of tickets we’ll be funneling into each of the four categories. As you submit tickets, don’t worry too much about finding the right category initially; we’ll ensure everything is categorized properly as we begin work on the case.

Category 1: Loss of Service

• Localized network outage
• Global system or network outage
• Integration service outage (SIP, Web Services)

Category 2: Error

• Database errors
• WorkFlows errors
• Acquisitions ordering issues
• Password resets
• Enterprise errors
• Resource and vendor integration issues

Category 3: Change Request

• Cataloging/serials request (automated via form)
• Bib record merge (automated via form)
• Report and BCA request
• Enterprise request
• Circ/Hold policy change
• Networking change request
• Account request
• Vendor integration request

Category 4: Informational

• Billing
• Training and documentation requests
• Holds, delivery, ILL
• Patron inquiries, account questions, notices
• General information

If you prefer to submit tickets by emailing help@swanlibraries.net, you won't notice any change and we'll categorize tickets as necessary. 

Feel free to email Steven Schlewitt, SWAN's IT and Systems Support Manager (steven@swanlibraries.net) if you have any questions or concerns about this update.