SUBMIT AN ODIN HELP DESK TICKET

Each ODIN library has named a SYSTEM LIBRARIAN - this librarian is the one all staff within a library should report problems to!
The SYSTEM LIBRARIAN is the most likely one to submit a Help Desk ticket.
Why? Because they should be the one who knows the library environment and receives updates from the ODIN Office regarding technical issues and then decides what to tell staff.

PROPER PROBLEM REPORTING STRUCTURE:

1. Identify problem by writing a very detailed and descriptive narrative
2. Re-create problem and obtain screen prints
3. Approach SYSTEM LIBRARIAN at your library with narrative and screen print(s) - they will then attempt to re-create the problem (this is done to rule out environmental or PC-specific problems)
4. Rule out human error as much as possible
5. If problem is resolved, consider sharing with all staff at your library and sending in a Help Desk ticket so that ODIN may share with rest of ODINland with credit to your library
6. If problem is unresolved, the SYSTEM LIBRARIAN submits a Help Desk ticket (see link above)
7. Problem will be investigated and if necessary forwarded to other help desk personnel
8. Problem is resolved
9. SYSTEM LIBRARIAN is updated and ticket is closed
10. Information added to knowledge base for future searching capability!