An "all-in-one reference and help desk platform for libraries. It integrates live chat, ticketing functionality, a searchable FAQ knowledge base, robust SMS integration, and a Systems & Services Management Tool. It also comes with Reference Analytics for powerful reference service statistics reporting". (extract from URL: https://blog.springshare.com/2016/08/15/libanswers-social-your-librarys-full-communication-platform/)
The objectives of this system are:
URL: https://libfaq.ntu.edu.sg/admin/home
Plaform: SpringShare LibAnswers
| Dates | Action taken/Event | ||||||||||||||||||||||||||||||||||||||||
| 2 January 2020 |
Launch of CEMS (Active queue: NTU Library) |
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| 9 January 2020, 6pm | All emails sent to library@ntu.edu.sg have been redirected to NTU Library queue (library@ntu-sg.libanswers.com) | ||||||||||||||||||||||||||||||||||||||||
| 14 January 2020 | Launch of Circulation queue (circulation@ntu-sg.libanswers.com) | ||||||||||||||||||||||||||||||||||||||||
| 23 January 2020 | Redirect activation of NTU Application emails to Circulation queue | ||||||||||||||||||||||||||||||||||||||||
| 17 February 2020 |
Two finalized RefAnalytics datasets launched:
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| 13 April 2020 | Informed OIKLS Staff to set ticket statuses as "Open" or "Closed" only. | ||||||||||||||||||||||||||||||||||||||||
| 13 Sep 2021 |
2. Additions/changes (in yellow) have been made to the NTU Ask A Librarian form for the “My message is about…” question routing field where the ticket gets automatically assigned based on the selection by user.
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| 23 Nov 2021 |
Disabled the following teams from "Enquiries" & " Non-Enquiries" dataset
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| 27 Jan 2022 | Removed "Request for Lloyd's List account" option from NTU Ask A Librarian form | ||||||||||||||||||||||||||||||||||||||||
| 31 March 2022 |
Made the following changes to the NTU Ask A Librarian form. No changes to the auto-assignment
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| 13 April 2022 |
Enabled "Required Field?" for all fields in Enquiries & Consultation RefAnalytics dataset except these fields as only need to enter in one of these fields.
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| 19 April 2022 | Added "NTU Academic Profile" under Type of Enquiry (Research Services) as requested by Digital Innovation team | ||||||||||||||||||||||||||||||||||||||||
| 25 April 2022 | Changed the email address for OIKLS Open Science & Research LibApps account from rdm@ntu.edu.sg to osr@ntu.edu.sg. | ||||||||||||||||||||||||||||||||||||||||
| 27 April 2022 | Added "ICC - Interdisciplinary Collaborative Core Office" entry in the User From field in the Enquiries & Consultation RefAnalytics dataset | ||||||||||||||||||||||||||||||||||||||||
| 1 June 2022 | Added "Temi" entry in the Mode of Contact field in the Enquiries & Consultation RefAnalytics dataset | ||||||||||||||||||||||||||||||||||||||||
| 1 Aug 2022 | Launch of DTA Services Menu | ||||||||||||||||||||||||||||||||||||||||
| 2 Aug 2022 | Disabled these entries in Enquiries & Consultation RefAnalytics dataset. Disabled instead of delete the values so that previous entries are still in the dataset. | ||||||||||||||||||||||||||||||||||||||||
| 3 Aug 2022 | "User from" field in Enquiries & Consultation RefAnalytics dataset - "SCBE - School of Chemical & Biomedical Engineering" changed to CCBE - School of Chemistry, Chemical Engineering and Biotechnology following the merger from 1 Aug 2022 onwards. | ||||||||||||||||||||||||||||||||||||||||
| 11 Aug 2022 | Activated Quality of Service (QoS) rating feature for NTU Library queue. Users will receive feedback survey email 24 hours after you close each ticket and contains at least one reply to the user (orange-bordered box). For more info & FAQs, please click here. | ||||||||||||||||||||||||||||||||||||||||
| 20 Sep 2022 |
Changed the email address field in the Ask A Librarian form from: Email Address (For NTU Staff/Student, please enter NTU email address) Reason for change: Some NTU users were providing @staff.main.ntu.edu.sg or @student.main.ntu.edu.sg email addresses which when we reply ends up in error and we need to edit the email address |
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**Created a new box below due to this following error message** - You have exceeded the character limit on this field by 14651 characters. Please remove some of the text and try again.
| 21 Sep 2022 | Made the following changes in Ask A Librarian form as requested by Loo Shien (DTA)
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| 26 Jan 2023 |
Added the following values in the Type of Enquiries (Library Services) field in the Enquiries & Consultation RefAnalytics dataset.
Requested by COT (Malar). |
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| 27 Jan 2023 |
Added the following value in the User Type field in the Enquiries & Consultation RefAnalytics dataset.
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| 31 May 2023 | Enabled Auto Reply Email - A confirmation email will go out for every ticket submission (including those sent to library@ntu.edu.sg, circulation@ntu.edu.sg or forwarded to the NTU Library OR Circulation queue) |
| Issue Date | Issue | Resolved Date | Cause of Issue & Resolution | Future issues (what to do?) |
| 31 Jan 2023 |
The emails being sent from CEMS being blocked by NTU’s anti-virus software, includes includes email notifications for assigning of tickets, sending internal notes and sending replies to users
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1 Feb 2023 | LibAnswer IP was blocked by Trend Micro which is blacklisted by general public. Added the IP to their whitelist | Contact
Justin Yeo Song Gui songgui.yeo@ntu.edu.sg who was referred by Ryan Choo. He will need further evidence for investigation and if it happens again, we can contact him immediately to see how to resolve the issue permanently. So if it happens, just message him. If you can’t get him, contact Ryan Choo (ryan.choocf@ntu.edu.sg) |
