LibGuides: NTU CEMS & LibFAQ: CEMS Tagging

What is CEMS Tagging?

CEMS Tagging allows us to organize and categorize tickets based on keywords.

By assigning tags to CEMS tickets, we can:

Search and browse for tickets by enquiry type or user type or both.
Filter the tickets' statistics to analyze tickets by enquiry type or user type or both.
Identify trends by enquiry type or user type or both.

Who Assigns the Tags?

Unassigned tickets will be tagged by Remote Service Centre in the initial cut
- Teams that claim such unassigned tickets can also do the tagging
For tickets submitted via NTU Ask A Librarian form and automatically assigned to the respective teams, the team that the ticket is auto-assigned to, will need to tag the ticket

Why Should Tickets be Tagged?

If tickets are not tagged, they will not get captured in the CEMS dashboard. You will also not be able to perform any ticket actions including:
- Replying
- Sending internal notes
- Transferring
- Changing ticket status
Tickets that are tagged enable OIKLS to provide more insight on the enquiries, identify user issues and develop solutions.

How to Tag the Tickets?

Go to the Tag Section in the ticket, as shown above.
Select at least one Type of Enquiry tag AND one Type of User tag.
Each ticket must have two types of tags - Type of Enquiry tag and Type of User tag.
If your required tag is not found, you may choose from the Self-Created tags or create one. SE will review these tags every six months.
An Error Message will be prompted if tickets are not tagged, as shown below.

Type of Tags

Tag 1: Type of Enquiry

Below is a set of tags created for Type of Enquiry.

It is mandatory to select only 1-2 tags per ticket from this set of controlled vocabulary, to identify the ticket's nature of enquiry. These tags are non-exhaustive.

Colour of Tag: Dark Blue (#002060)

Tag 2: Type of User

Below is another set of tags created for Type of User.

It is mandatory to select only 1 tag per ticket from this set of controlled vocabulary to identify the ticket's type of user.

Colour of Tag: Light Blue (#1e80f7)

Tag 3: Self-Create

Below is a set of Self-Created tags.

Colour of Tag: Grey (#707070)

If you are unable to find a suitable Type of Enquiry tag, you can choose from the set of Self-Created tags. Otherwise, you can create a tag that best suits the ticket enquiry. SE will review these tags every six months.

However, if you are unable to find a suitable Type of User tag for the ticket enquiry, please email lib-se@ntu.edu.sg

Note
Every ticket is limited to three tags only This is due to the CEMS Dashboard optimization of the tags.

You may refer to some examples provided below for a better understanding.

Examples

Example 1

This is straightforward enquiry which requires a single tag from Type of Enquiry and a single tag from Type of User. Self-Created tag is not required in this case.

Example 2

This is another straightforward enquiry which requires a single tag from Type of Enquiry and a single tag from Type of User. Self-Created tag is not required in this case.

A bunch of examples

The following tickets are examples of clean tagging. As you can see, each ticket has at least 2 tags from Type of Enquiry and a single tag from Type of User. This will provide us more insight into the inquiries and produce an easy-to-understand CEMS dashboard.

FAQS

Q1: What do I do if I'm unable to find an appropriate Type of Enquiry tag?

You can choose from the Self-Created tags. Otherwise, you can create a tag that best suits the ticket enquiry. SE will review these tags every six months.

Q2: What do I do if I'm unable to find an appropriate Type of User tag?

We have created tags that have covered all types of users. If none of these tags are appropriate, please email lib-se@ntu.edu.sg with the information of the tag you wish to create.

Q3: What Type of User tag do I use for non-NTU/NIE users?

Please choose "External (Non-Members)".

Q4: Can I choose more than one Type of Enquiry tag?

Please limit to only two Type of Enquiry tags per ticket due to the CEMS Dashboard optimization of the tags.

Q5: Can I choose more than one Type of User tag?

Please limit to only one Type of User tag per ticket. If the user happens to fall under more than one user type category, please choose the user type based on their Outlook profile.

Q6: Can I choose only 1 tag for my ticket?

Although the system requires at least one tag assignment to perform any ticket actions, we encourage colleagues to assign two tags; one tag from Type of Enquiry and one tag from Type of User so that we have better insights on the enquiries.