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Help Guide on Ticketing System and LibFAQ powered by SpringShare's LibAnswers


There are two types of statistics in CEMS:

  • System statistics - these are automatically captured such as number of tickets,  hourly/daily distribution of tickets
  • RefAnalytics - these are details about the ticket which require manual input such as type of enquiry, nature of enquiry, user details, etc. 


System Statistics


Introduction to RefAnalytics


See Checking if RefAnalytics has been entered for your closed tickets




After clicking"No (edit reply before sending)", enter the statistics. Once done, click on "Yes" and the reply will be sent to user.

RefAnalytics Dataset #1 - Enquiries & Consultation (Default)

Use the "Enquiries & Consultations" dataset for any enquiries & consultations that came from users. 




***All of these 7 fields must be entered. DO NOT leave any of these fields empty.***


1. Type of Enquiry

Values for Type of Enquiry (Library Services) & Types of Enquiry (Resources) are quite straightforward, so no terms of reference provided

Type of Enquiry (Research)



Uploading of papers, publication requests, embargo requests, editing metadata, Dspace, technical issues etc.

DR-NTU (Data)

Creating dataverses, advisory on DR-NTU (Data), technical issues, etc.

Data Mgmt Plan

Advisory on DMP, etc.

Digital Scholarship

Blogs, information & media literacy (IML), digital projects, text mining, data cleaning, GIS, infographic, etc.

Impact Metrics

Citation reports, impact factors, h-index, altmetrics, etc.

Literature Search

Focusing a research topic or question, Resource recommendations, Search strategy recommendations, Evaluation of information resources, Extended Reference


ORCID iD creation, advisory, authorization, adding works to ORCID, etc.

Publishing Support

Advisory on scholarly publishing & open access, DOI minting, ISBN/ISSN registration, etc.

Reference Mgmt

Citing, referencing, Endnote, Mendeley, Zotero, etc.

Systematic Search

Systematic search requests

2. Nature of Enquiry

Nature of Enquiry Definition/Examples

A statement by user that something is unsatisfactory or unacceptable.


Consultation of any nature.

Reference Enquiry

Involves library resources and other online resources.


E.g. What is the call number of this book? What are the engineering databases for MAE? Where can I find this market report? What are the data available on AI?


Any types of enquiries pertaining to requests such as for:

•Library resources, blogs, booking or use of library spaces, library visits, visitor pass, waiver of fines, loan renewals, etc.

An idea or plan put forward for library’s consideration.


E.g. May I suggest that the water cooler be shifted to…?
The library should consider opening LWNL for 24/7

General Enquiry

Every other non-reference enquiries where the other “Nature of Enquiry” fields do not apply


3. Time Spent


4. User Type 

User Type Definition 
Administrative Staff Non-teaching, Admin staff in NTU including NIE, LKCSoM, RSIS
External (Members) Non-NTU staff or students who are registered as library members (e.g. corporate, personal, alumni, former NTU staff, staff from other tertiary institutions)
External (Non-Members) Non-NTU staff or students who are NOT registered as library members.

Note: Usually these users use non-NTU, non-NIE email addresses.
Faculty / Teaching Faculty members & lecturers
Graduate student Students taking Masters degree & PhD students. 
Research staff Research Associate, Research Engineer, Research Fellows, Postdocs, Project Officer
Undergraduate student Students taking their Bachelors degree
Visitor Non-library members who are registered as Visitors
Unknown Applicable only for service desk or in-person enquiries, in the event that we do not have any details about the user


5. User From


6. Mode of contact


7. Location/Team (ticket closer)


READ Scale (optional but recommended to enter)




Entering RefAnalytics for non-ticket/offline enquiries in "Enquiries & Consultation" dataset


RefAnalytics Dataset #2 - Non-Enquiries

  • Select the "Non-Enquiries" dataset for Membership updates (USS) & Capital IQ/Lloyd's List account requests (A&C) with immediate effect
  • This dataset was created to keep statistics  separate from actual user enquiries
  • If you wish to use to this dataset for other types of non-enquiries, please let Soma know



Checking if RefAnalytics has been entered for your closed tickets

  1. Go to Answers>Tickets
  2. Select the following filters:
    • Status: Closed (all closed tickets must have RefAnalytics entered)
    • Asked from:  2020-01-01 to today's date (CEMS was launched in Jan 2020)
    • Owner: Your name and/or your team name 
    • Queue: NTU Library (if you have access to more than 1 queue)
  3. Click on "Filter" button

4. This will return with a list of tickets that are assigned to your name, based on the filters above.

5. Check the RA Transaction column. There should be at least one RA Transaction ID per ticket.

If RA Transaction column is empty AND is also tagged with "closed_by_merge" tag,  there is no need enter RefAnalytics. These tickets have already been merged. 

If the RA Transaction column is empty, it means RefAnalytics have not been entered. Follow the steps below to enter RefAnalytics for closed tickets. 


Adding RefAnalytics for closed tickets

*continued from above*

6. Open the ticket with no RA Transaction ID.


7. [IMPORTANT!] Scroll down and select “Post an Internal Note” tab.

Why do I need to do this?

•In order for the RA transaction for a ticket  to be submitted, some change need to be made to the ticket
•If no change is made to the ticket, then the RA transaction details that you selected would not be captured
Adding an internal note is considered a change


8. Type internal note “Internal note for RefAnalytics submission” (or any text) in the text area


9. Select the relevant dataset under “Add to Analytics”, select the values and close the ticket. 


10. Go to RefAnalytics>View/Edit Transactions.

  • The default dataset that will open is "Enquiries & Consultation". If you had entered stats under "Non-Enquiries" dataset, you need to select "Non-Enquiries".
  • undefined

(This step is needed to backdate your RefAnalytics entry  to the date the ticket was actually closed E.g. Enquiry received and closed in Feb and you are entering RefAnalytics in May.)

11. Find that RefAnalytics submission (usually the first one at the top) and click on the Modify button (in yellow below).


12. Backdate your entry to the date/time that the ticket was closed and click "Save Changes". You are done!


To avoid having to do these steps for future tickets, please enter the RefAnalytics when closing the tickets. Thank you!


View/edit incomplete ReAnalytics entries

Due to the LibAnswers system limitations (where RefAnalytics fields cannot be made mandatory), you may have skipped some fields and submitted your RefAnalytics data, leading to incomplete entries. 

We need complete entries which will be used for reporting purposes.

Here are the steps to retrieve your incomplete RefAnalytics entries and edit them. 

1. Go to RefAnalytics>View/Edit Transactions 

2. Under "Entered by", choose your name or your team's name. 

3. Under "Time Period", choose 2020-01-01 to today's date. 

4. Under "Nature of Enquiry*" field, choose "No Value Set". Click on the blue "Filter" button. 

5. This will retrieve records which you had no value selected for this particular field. Click on the Modify button (in yellow below). If it doesn't retrieve any record(s), please skip to Step 9

6. Select the relevant data for the field and all other fields with an asterisk (*). See video below

If there are no relevant values for you to select, please choose the value(s) that closely reflect the Nature of Enquiry. Do not skip any fields with a asterik (*)

7. Click on "Save Changes" button. This will bring you back to the same results page.

8. Once complete, click on (Clear Filter) link.

9. Repeat Steps 2 to 7, but for Step 4 choose "No Value Set" for only one of these other fields* at a time

  • Time Spent
  • User Type
  • User From
  • Mode of Contact
  • Location/Team (ticket closer)

You will need to repeat Steps 2-7 for each of these fields. 

* - need not check for "Types of Enquiries" as staff have not skipped this field so far.