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  • v3.4 Home
    • CLIENT MANUAL
      • The client interface (Ask-a-Librarian interface)
      • Who can use the client interface?
      • Who can’t use the client interface?
      • Utilising browser features
      • Inserting the RefTracker Client interface functions in your web pages
        • Customised header and footer
        • Presenting in an appropriate format for the device
        • When clients need interfaces in more than one language
        • RefTracker client interface cookie
      • To begin the exercises in this manual
      • Client Welcome Screen and Introduction
        • The Help system
        • About our service
        • Client hints and tips about RefTracker use
        • Privacy policy
        • Client Welcome Screen Main functions
        • Other resources
      • Constructing searches in RefTracker
      • Client Searches the Knowledge Base or FAQ
        • Results from KB/FAQ Search
      • Subject Guides
      • Ask a new question
        • Summary of the types of Requests that can be submitted
        • Example Request form – very basic
        • Entering data into request form fields
        • Request form validation
        • Example Request form – a form that does a reference interview
        • Example Request form – allowing clients to submit attachments
        • Confirmation of New Question
        • Email to the Staff asking them to work on a new question
        • Email Confirmation Sent to Client
      • Check on an Existing Client Questions
      • Manage this question (Client)
        • Client Note, Addition or Change to the Question
        • What if the client had decided to cancel their question?
        • And what if the client wants to view the question’s correspondence history?
        • Options when the question is closed
        • View all my requests
      • Other client communication
      • You’re nearly finished. . .Time to take a break!!
      • The client receives their answer
        • Email to Client containing the Answer
        • Client evaluation of the response
        • Client Clicks on “View answer in a web page”
        • Client Reopens an Answered (Closed) Question
        • System Response to Reopening a Question
        • Email to Client Confirming Reopened Question
        • Email to Staff Notifying a Reopened Question
        • What if reopen has not been allowed for this type of question
      • Client Comment
        • Confirmation that Comment has been sent to the library
      • The RefTracker Widget
      • What the client sees when an error occurs
      • You’re finished this training – what next?
    • STAFF MANUAL
      • What is RefTracker?
      • Overview for new users
      • User Types
      • Using the staff interface
      • The staff logon screen
      • The help system
      • The staff home page – introduction
        • Messages and alerts
        • The header and footer for staff pages
        • The Staff Home page: Functions
        • My preferences
        • My journal entries report
        • My evaluations
        • My DeskStats report
        • My statistical overview
      • DeskStats Electronic Tick/Tally Sheet
      • Reporting for staff
      • How questions for follow up arrive in your system
        • Clients entering Questions using RefTracker forms in your web pages
        • Staff entering Questions on behalf of the client
        • Questions received directly from other RefTracker systems
        • Emails imported to create new questions, or updates, or answers to existing questions
        • Questions created by the RefTracker API
        • Clients entering questions via the RefTracker widget
      • New questions
        • Contacts Lookup
        • Automatic allocation by RefTracker
        • Using New forms in a separate window
        • Using New with Close now (enter and close immediately)
        • Using New in Post date mode
        • Internal task
        • Direct to KB
      • The Knowledge base, FAQ, and Work database
      • Reusing information in RefTracker
      • Finding Questions and Answers
      • Open Questions
        • Open questions by received date
        • Open questions by target date
        • Unallocated questions
        • Allocated requests
        • Requests in process
        • Questions in review
        • Requests on hold
        • My questions by received date
        • My questions by target date
        • Open questions analysis
      • Search
        • Simple search
        • Advanced search
        • Answers
        • My closed questions
        • Saved and scheduled searches
      • Answering questions
        • Options to answer by email
        • The Question action bar
        • The Answer screen
        • Closing questions
        • Viewing Attachments to questions
        • QuickText
        • Using HTML and URL’s in answers
        • The Contact client workflows
          • Query to client workflow type
          • Copyright declaration workflow type
          • Inform client workflow type
          • Partial answer workflow type
        • Changing attributes of a question such as advising a delay
        • Add a Note workflows
        • ILL/Document Delivery
        • The Reject screen
        • Close without client contact
        • Reopen – reopening a question for further client contact
        • Manage reopen request
        • Evaluation responses from clients
        • Needs attention functionality
      • The Alert system
      • Other functions for answering questions
      • The Summary screen
      • The Reallocate screen
      • The Change screen
      • The Actions menu
        • Refer to third party
        • Redirect to third party
        • Reminders and holds
        • The Call for Assistance Screen
        • The Allocated staff communication screen
        • Copy question
        • Create linked question
        • Create sub Task
        • Detach sub task
        • Merge request
        • Link and Unlink questions
        • The Record Time Screen
        • The Record costs (and payments) screen
        • KB review – add, edit, or remove KB and FAQ entries
        • QA review (change without reopening)
        • External answer review
        • The Email this Answer to anyone screen
        • Delete question
        • Qprint: library defined printouts about a question
      • Errors in RefTracker
      • Logging off
      • More practice
      • Example uses for RefTracker – requests and workflows
        • Using RefTracker for mediated item and event bookings
        • Using RefTracker for SDI and Content update services
        • Using RefTracker for workflow and project management
      • Using RefTracker in conjunction with other products
        • Interfacing with web based products (ILMS and online databases)
        • Using RefTracker with desktop sharing/meeting apps
        • Using RefTracker with MS Teams
        • Using RefTracker with Skype
        • Using RefTracker with online chat reference systems
        • Using RefTracker with SMS/Texting
        • Using RefTracker in conjunction with Document Management systems
        • Send.firefox.com secure large file transfer
        • RefTracker and your web pages and Subject guide content
    • SUPERVISOR MANUAL
      • Introduction to Supervisor training
      • Roles of Supervisors
      • Supervisor or Administrator log in
      • The Supervisor/Administrator main menu
      • The system management menu
      • Building on the staff training
        • RefTracker screen usage conventions
        • The help system
        • Target response dates
        • Request types – Request groups
        • Allocation of questions
        • Status of questions
        • Cost of librarian time spent answering questions
        • Request forms, code tables, and the data dictionary
        • Disabled, Optional or Required
      • Reviewing the work of General – Probation users
        • When General or Probation users code the answer complete
      • Managing user signons
        • The importance of signons
        • The Staff signon summary screen
        • Email your staff
        • Adding new users
        • Editing existing users (and using the Edit function)
        • Adding new users – using the Copy function
        • Amending user signons – using the Edit function
        • The Admin mode function (change permission, delete, etc)
      • Reporting
      • Reporting – Statistics reports
        • Report type – Time period by code table (display)
        • Report type – Time period by code table (Export(Excel spreadsheet, CSV, or XML))
        • Report type – Time period by time period
        • Report type – Relationship type by code table
        • Report type – Target date by code table
        • Report type – Timeliness by code table
        • Report type – Time Expended by code table
        • Report type – Cost by code table
        • Report type – Code table by code table
        • DeskStats comments report
        • Report Type – Client Email Address
        • Graphing any of these reports
        • Saved and scheduled reports
      • Reporting – Data extract
        • Data extract for full Questions (Display)
        • Data extract for full Questions (Export)
        • Data extract for DeskStats data (Display)
        • Data extract for DeskStats (Export)
        • Saved Extracts
      • Reporting – Completion Summaries
      • Reporting – DeskStats report
      • Reporting – Journal Entry Reporting
      • Reporting – Resource usage analysis
      • Reporting – 3rd party/Supplier usage analysis
      • Reporting – Allocation analysis
      • Reporting – Evaluations rating report
      • Reporting – Evaluation review report
      • Other statistical reporting
      • General Tips and tricks
    • ADMINISTRATION MANUAL
      • Introduction to Administrator training
      • Roles of system administrators
      • Administrator login
        • Auto logon option setup
        • Single Sign On use and set up
      • Managing locations
        • The Locations screen
        • Adding new locations – using the New function
        • Adding new locations – using the Copy function
        • Amending locations – using the Edit function
        • The Admin mode function (change location type, delete, etc)
      • Code tables
        • Using the code tables menu options
        • Question input code tables
        • Optional question input code tables
        • Question answering code tables
        • Other Code tables
        • User defined code tables
        • General codes Code tables
        • System Code tables
      • Data Dictionary
        • Data dictionary system tables
        • Data dictionary question tables
        • Data dictionary table viewing and editing
        • User defined fields in the Data dictionary
        • Changing the enabled status of a Data dictionary field
        • Relationship between data dictionary and code tables
      • Parameters
        • Introduction to setting parameters
        • 0 – System parameters
        • 1 – Name & contact information parameters
        • 2 – Policies parameters
        • 3 – Formatting parameters
        • 4 – Text parameters
        • 5 – Server parameters
        • 6 – Client interface parameters
        • 7 – Answering customization parameters
        • 8 – Email
        • 9 – Security
        • 80 – Application parameters
        • Hidden parameters
      • Batch process menu
        • Data Management
          • Manage public attachments
          • Delete questions
        • Data import/export
          • Data import
          • Adhoc data export
          • Email importing
        • Background processing
          • Background processing Overview screen
          • Housekeeping process
          • Delete attachments process
          • Erase client data process
          • Retire questions
          • Adhoc export process
          • Email import process
          • Needs attention background process
          • Reminder background process
          • Failed to respond
          • Statistics report
          • Data extract
          • Search export
      • Utilities to help you manage your RefTracker system
        • Utilities – Administration utilities
          • File upload/download
          • HTML editor overview
          • Template editor (email)
          • Template editor (print)
          • Template editor (text)
          • Web page editor
          • Literal editor
          • Colour scheme editor
          • Image tooltips
          • Manage field encryption
        • Utilties – Indexing utilities
        • Utilities – Support assistance
        • Utilities – Information
          • Attachment snapshot
          • Browse error logs
          • RefTracker licence
          • View system log
          • View time zones
          • View logon data
          • API Methods
        • Utilities – Diagnostic tools
      • Concurrent users screen – ending sessions
      • Lookups menu
      • Request forms
        • Data entry fields – code table and data dictionary fields
        • Data entry fields – special fields
        • Data entry fields – multi-select tick boxes
        • Data entry fields – encryption
        • Data entry fields – user defined display mask
        • Data entry fields – lookups
        • Request forms and the client interface
        • Request forms and the staff interface
        • Request forms – client and staff interface
        • Request forms – New screen receipt and allocation/closing
        • The system supplied Request forms
        • How many Request forms does your service need?
        • What to consider when designing your Request forms
        • Privacy and Request forms (GDPR and PII)
        • Hints for good Request form design
        • Hints for designing Request forms for use with email importing
        • Hints for designing forms for Internal tasks
        • Request forms Summary screen
        • Request forms – Details screens introduction
        • Request forms – Preview screen
        • Request forms – Edit layout screen
        • Request forms – Edit defaults screen
        • Request forms – Edit options screen
        • Request forms – Edit lookups
        • Request forms – Display screen
        • Making suitable Request forms available in your system
      • Customising your RefTracker
        • Customising the colours used in RefTracker
        • Customising the RefTracker favicon (website icon)
        • Customising the text used in RefTracker
        • Variables for changing terminology and utilising values stored in RefTracker
        • Language localization (translation)
      • Customising the staff interface
      • Customising the email templates and Qprint templates
        • Variables for use in email templates and elsewhere
        • Customising the email header, footer, css and signoff
        • Adding new email templates
        • Including the client evaluation option
      • Customising your client interface
        • Header, Footer and colour customisation for the client interface
        • Changing the text seen by clients (including other languages)
        • Customising the Client Home page
        • Example Library designed RefTracker entry page
        • Other client interface pages that can be changed
        • Advising end users about a service closure or change
        • SubjectGuides – set up and maintenance
      • Customising request forms and inserting them in your web pages
        • Direct access to specific request forms
        • RefTracker forms in a popout window
        • RefTracker form in Widget format/iframe
        • RefTracker forms on mobile phones
        • Making RefTracker forms available for use within Outlook
        • Passing information into a request form on display (URL parameters)
        • OpenURL compliance
      • Including other client interface pages in your web pages
        • Making Ask-a-Librarian easily accessible
        • Access at the Welcome screen
        • Access at the summary of available request forms
        • Direct access to Check on existing question
        • Direct access to View all my questions (a My requests page)
        • Direct access to searching the KB and/or FAQ
        • Direct access to a specific Knowledgebase entry
        • Direct access to the KB search results page
        • Adding an FAQ list to your web pages
        • External mode access
      • Managing the RefTracker widget
      • Using and interfacing RefTracker with other systems
        • Records Management Systems
        • EOS Library Management System
        • SirsiDynix Library Management Systems
        • Interfacing with Google analytics
      • Dealing with problems that might occur in RefTracker
        • The Support signon
        • The RefTracker Support Web Site
        • Advice of an error in the client interface
        • Advice of an error in the staff interface
        • System offline and Critical errors
        • Other error notifications to the System administrator
        • Report an error
      • Standards compliance
      • Security and Privacy
      • Implementing Contact data retention and deletion
      • You have now completed this manual!!
      • Installation planning
      • Appendix 1- RefTracker fields for data collection
      • RefTracker API MANUAL
        • API use security
        • RefTracker API Widgets
          • Search Widget API
          • Categories Widget API
          • Question Number Widget API
          • List Widget API
        • RefTracker API Documentation
        • Creating a new question using the API
        • Proactive Reference Widget
      • DYNAMIC LOOKUPS MANUAL
        • The Dynamic Lookups Module Introduction
        • Using a Request form with Lookups defined in it
          • Pre and Post population fields do not effect form usage
          • Using Autocomplete fields
            • But the value I want is not being retrieved by the lookup
          • Using Dynamic population fields
            • But my dynamic lookup is not retrieving anything
          • Using Dynamic lookups – summary
        • Setting up Lookups for use in Request forms
          • Summary of steps you will need to undertake (relevant to programmers and DBA’s)
        • Using the Lookups menu to create lookups (for programmers and DBA’s)
          • External datasources
          • Lookup definitions
          • Code maps
        • Adding Lookups to your Request forms
          • Adding Pre and Post population lookups to your Request form
          • Adding Autocomplete lookups to your Request form
          • Adding Dynamic population lookups to your Request form
        • Using Dynamic Lookups in the client interface
        • Using Dynamic lookups with email importing
        • The Change screen and questions created from Request forms with Lookups
        • Using URL string parameters and Request forms with Lookups
        • Dynamic Lookups Troubleshooting
        • Quick Guide For Setting Up File Upload for DLM import Automation
        • Dynamic Lookups for hosted customers
        • Instructions for IT departments providing data for hosted dynamic lookups
        • Appendix 1 – Xeno example database
          • Xeno Database
          • Database Diagram
          • Tables
          • Views
    • CLIENT HELP BY PAGE
    • STAFF HELP BY PAGE
      • Logging on
      • Main menu for staff
      • Service guidelines
      • Search menu and results
      • DeskStats – Statistical tally sheet
      • New, KBnew, Change, Copy screens
      • View layout for printing
      • Summary screen
      • Answering a question
      • Reallocate to other staff member
      • Refer to an external party (ILL, Refer and Redirect)
      • Actions
      • Reject question
      • Record time and Record costs
      • Time record summary and reporting
      • Attach documents subwindow
      • View an attachment
      • Send application error to Altarama
    • ADMINISTRATOR & SUPERVISOR HELP BY PAGE
      • Parameter update
      • Code tables
      • Code table updates
      • Request group/types images
      • Data dictionary tables
      • Data dictionary table updates
      • Management of user sign-ons
      • Changing user sign-ons
      • Email form
      • Locations
      • Statistics reports
      • Utilities
      • File upload / download
      • CSS Editor
      • Template/text/web page editor
      • Literal Editor
      • RefTracker licence
      • Batch processing
      • Export database tables
      • Data Export
      • Email import (account setup)
      • Data import load process
      • Lookup definition
      • Lookup code maps
      • Concurrent users
      • Request form summary
      • Request form detail

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  • v3.4 Home
    • CLIENT MANUAL
      • The client interface (Ask-a-Librarian interface)
      • Who can use the client interface?
      • Who can’t use the client interface?
      • Utilising browser features
      • Inserting the RefTracker Client interface functions in your web pages
        • Customised header and footer
        • Presenting in an appropriate format for the device
        • When clients need interfaces in more than one language
        • RefTracker client interface cookie
      • To begin the exercises in this manual
      • Client Welcome Screen and Introduction
        • The Help system
        • About our service
        • Client hints and tips about RefTracker use
        • Privacy policy
        • Client Welcome Screen Main functions
        • Other resources
      • Constructing searches in RefTracker
      • Client Searches the Knowledge Base or FAQ
        • Results from KB/FAQ Search
      • Subject Guides
      • Ask a new question
        • Summary of the types of Requests that can be submitted
        • Example Request form – very basic
        • Entering data into request form fields
        • Request form validation
        • Example Request form – a form that does a reference interview
        • Example Request form – allowing clients to submit attachments
        • Confirmation of New Question
        • Email to the Staff asking them to work on a new question
        • Email Confirmation Sent to Client
      • Check on an Existing Client Questions
      • Manage this question (Client)
        • Client Note, Addition or Change to the Question
        • What if the client had decided to cancel their question?
        • And what if the client wants to view the question’s correspondence history?
        • Options when the question is closed
        • View all my requests
      • Other client communication
      • You’re nearly finished. . .Time to take a break!!
      • The client receives their answer
        • Email to Client containing the Answer
        • Client evaluation of the response
        • Client Clicks on “View answer in a web page”
        • Client Reopens an Answered (Closed) Question
        • System Response to Reopening a Question
        • Email to Client Confirming Reopened Question
        • Email to Staff Notifying a Reopened Question
        • What if reopen has not been allowed for this type of question
      • Client Comment
        • Confirmation that Comment has been sent to the library
      • The RefTracker Widget
      • What the client sees when an error occurs
      • You’re finished this training – what next?
    • STAFF MANUAL
      • What is RefTracker?
      • Overview for new users
      • User Types
      • Using the staff interface
      • The staff logon screen
      • The help system
      • The staff home page – introduction
        • Messages and alerts
        • The header and footer for staff pages
        • The Staff Home page: Functions
        • My preferences
        • My journal entries report
        • My evaluations
        • My DeskStats report
        • My statistical overview
      • DeskStats Electronic Tick/Tally Sheet
      • Reporting for staff
      • How questions for follow up arrive in your system
        • Clients entering Questions using RefTracker forms in your web pages
        • Staff entering Questions on behalf of the client
        • Questions received directly from other RefTracker systems
        • Emails imported to create new questions, or updates, or answers to existing questions
        • Questions created by the RefTracker API
        • Clients entering questions via the RefTracker widget
      • New questions
        • Contacts Lookup
        • Automatic allocation by RefTracker
        • Using New forms in a separate window
        • Using New with Close now (enter and close immediately)
        • Using New in Post date mode
        • Internal task
        • Direct to KB
      • The Knowledge base, FAQ, and Work database
      • Reusing information in RefTracker
      • Finding Questions and Answers
      • Open Questions
        • Open questions by received date
        • Open questions by target date
        • Unallocated questions
        • Allocated requests
        • Requests in process
        • Questions in review
        • Requests on hold
        • My questions by received date
        • My questions by target date
        • Open questions analysis
      • Search
        • Simple search
        • Advanced search
        • Answers
        • My closed questions
        • Saved and scheduled searches
      • Answering questions
        • Options to answer by email
        • The Question action bar
        • The Answer screen
        • Closing questions
        • Viewing Attachments to questions
        • QuickText
        • Using HTML and URL’s in answers
        • The Contact client workflows
          • Query to client workflow type
          • Copyright declaration workflow type
          • Inform client workflow type
          • Partial answer workflow type
        • Changing attributes of a question such as advising a delay
        • Add a Note workflows
        • ILL/Document Delivery
        • The Reject screen
        • Close without client contact
        • Reopen – reopening a question for further client contact
        • Manage reopen request
        • Evaluation responses from clients
        • Needs attention functionality
      • The Alert system
      • Other functions for answering questions
      • The Summary screen
      • The Reallocate screen
      • The Change screen
      • The Actions menu
        • Refer to third party
        • Redirect to third party
        • Reminders and holds
        • The Call for Assistance Screen
        • The Allocated staff communication screen
        • Copy question
        • Create linked question
        • Create sub Task
        • Detach sub task
        • Merge request
        • Link and Unlink questions
        • The Record Time Screen
        • The Record costs (and payments) screen
        • KB review – add, edit, or remove KB and FAQ entries
        • QA review (change without reopening)
        • External answer review
        • The Email this Answer to anyone screen
        • Delete question
        • Qprint: library defined printouts about a question
      • Errors in RefTracker
      • Logging off
      • More practice
      • Example uses for RefTracker – requests and workflows
        • Using RefTracker for mediated item and event bookings
        • Using RefTracker for SDI and Content update services
        • Using RefTracker for workflow and project management
      • Using RefTracker in conjunction with other products
        • Interfacing with web based products (ILMS and online databases)
        • Using RefTracker with desktop sharing/meeting apps
        • Using RefTracker with MS Teams
        • Using RefTracker with Skype
        • Using RefTracker with online chat reference systems
        • Using RefTracker with SMS/Texting
        • Using RefTracker in conjunction with Document Management systems
        • Send.firefox.com secure large file transfer
        • RefTracker and your web pages and Subject guide content
    • SUPERVISOR MANUAL
      • Introduction to Supervisor training
      • Roles of Supervisors
      • Supervisor or Administrator log in
      • The Supervisor/Administrator main menu
      • The system management menu
      • Building on the staff training
        • RefTracker screen usage conventions
        • The help system
        • Target response dates
        • Request types – Request groups
        • Allocation of questions
        • Status of questions
        • Cost of librarian time spent answering questions
        • Request forms, code tables, and the data dictionary
        • Disabled, Optional or Required
      • Reviewing the work of General – Probation users
        • When General or Probation users code the answer complete
      • Managing user signons
        • The importance of signons
        • The Staff signon summary screen
        • Email your staff
        • Adding new users
        • Editing existing users (and using the Edit function)
        • Adding new users – using the Copy function
        • Amending user signons – using the Edit function
        • The Admin mode function (change permission, delete, etc)
      • Reporting
      • Reporting – Statistics reports
        • Report type – Time period by code table (display)
        • Report type – Time period by code table (Export(Excel spreadsheet, CSV, or XML))
        • Report type – Time period by time period
        • Report type – Relationship type by code table
        • Report type – Target date by code table
        • Report type – Timeliness by code table
        • Report type – Time Expended by code table
        • Report type – Cost by code table
        • Report type – Code table by code table
        • DeskStats comments report
        • Report Type – Client Email Address
        • Graphing any of these reports
        • Saved and scheduled reports
      • Reporting – Data extract
        • Data extract for full Questions (Display)
        • Data extract for full Questions (Export)
        • Data extract for DeskStats data (Display)
        • Data extract for DeskStats (Export)
        • Saved Extracts
      • Reporting – Completion Summaries
      • Reporting – DeskStats report
      • Reporting – Journal Entry Reporting
      • Reporting – Resource usage analysis
      • Reporting – 3rd party/Supplier usage analysis
      • Reporting – Allocation analysis
      • Reporting – Evaluations rating report
      • Reporting – Evaluation review report
      • Other statistical reporting
      • General Tips and tricks
    • ADMINISTRATION MANUAL
      • Introduction to Administrator training
      • Roles of system administrators
      • Administrator login
        • Auto logon option setup
        • Single Sign On use and set up
      • Managing locations
        • The Locations screen
        • Adding new locations – using the New function
        • Adding new locations – using the Copy function
        • Amending locations – using the Edit function
        • The Admin mode function (change location type, delete, etc)
      • Code tables
        • Using the code tables menu options
        • Question input code tables
        • Optional question input code tables
        • Question answering code tables
        • Other Code tables
        • User defined code tables
        • General codes Code tables
        • System Code tables
      • Data Dictionary
        • Data dictionary system tables
        • Data dictionary question tables
        • Data dictionary table viewing and editing
        • User defined fields in the Data dictionary
        • Changing the enabled status of a Data dictionary field
        • Relationship between data dictionary and code tables
      • Parameters
        • Introduction to setting parameters
        • 0 – System parameters
        • 1 – Name & contact information parameters
        • 2 – Policies parameters
        • 3 – Formatting parameters
        • 4 – Text parameters
        • 5 – Server parameters
        • 6 – Client interface parameters
        • 7 – Answering customization parameters
        • 8 – Email
        • 9 – Security
        • 80 – Application parameters
        • Hidden parameters
      • Batch process menu
        • Data Management
          • Manage public attachments
          • Delete questions
        • Data import/export
          • Data import
          • Adhoc data export
          • Email importing
        • Background processing
          • Background processing Overview screen
          • Housekeeping process
          • Delete attachments process
          • Erase client data process
          • Retire questions
          • Adhoc export process
          • Email import process
          • Needs attention background process
          • Reminder background process
          • Failed to respond
          • Statistics report
          • Data extract
          • Search export
      • Utilities to help you manage your RefTracker system
        • Utilities – Administration utilities
          • File upload/download
          • HTML editor overview
          • Template editor (email)
          • Template editor (print)
          • Template editor (text)
          • Web page editor
          • Literal editor
          • Colour scheme editor
          • Image tooltips
          • Manage field encryption
        • Utilties – Indexing utilities
        • Utilities – Support assistance
        • Utilities – Information
          • Attachment snapshot
          • Browse error logs
          • RefTracker licence
          • View system log
          • View time zones
          • View logon data
          • API Methods
        • Utilities – Diagnostic tools
      • Concurrent users screen – ending sessions
      • Lookups menu
      • Request forms
        • Data entry fields – code table and data dictionary fields
        • Data entry fields – special fields
        • Data entry fields – multi-select tick boxes
        • Data entry fields – encryption
        • Data entry fields – user defined display mask
        • Data entry fields – lookups
        • Request forms and the client interface
        • Request forms and the staff interface
        • Request forms – client and staff interface
        • Request forms – New screen receipt and allocation/closing
        • The system supplied Request forms
        • How many Request forms does your service need?
        • What to consider when designing your Request forms
        • Privacy and Request forms (GDPR and PII)
        • Hints for good Request form design
        • Hints for designing Request forms for use with email importing
        • Hints for designing forms for Internal tasks
        • Request forms Summary screen
        • Request forms – Details screens introduction
        • Request forms – Preview screen
        • Request forms – Edit layout screen
        • Request forms – Edit defaults screen
        • Request forms – Edit options screen
        • Request forms – Edit lookups
        • Request forms – Display screen
        • Making suitable Request forms available in your system
      • Customising your RefTracker
        • Customising the colours used in RefTracker
        • Customising the RefTracker favicon (website icon)
        • Customising the text used in RefTracker
        • Variables for changing terminology and utilising values stored in RefTracker
        • Language localization (translation)
      • Customising the staff interface
      • Customising the email templates and Qprint templates
        • Variables for use in email templates and elsewhere
        • Customising the email header, footer, css and signoff
        • Adding new email templates
        • Including the client evaluation option
      • Customising your client interface
        • Header, Footer and colour customisation for the client interface
        • Changing the text seen by clients (including other languages)
        • Customising the Client Home page
        • Example Library designed RefTracker entry page
        • Other client interface pages that can be changed
        • Advising end users about a service closure or change
        • SubjectGuides – set up and maintenance
      • Customising request forms and inserting them in your web pages
        • Direct access to specific request forms
        • RefTracker forms in a popout window
        • RefTracker form in Widget format/iframe
        • RefTracker forms on mobile phones
        • Making RefTracker forms available for use within Outlook
        • Passing information into a request form on display (URL parameters)
        • OpenURL compliance
      • Including other client interface pages in your web pages
        • Making Ask-a-Librarian easily accessible
        • Access at the Welcome screen
        • Access at the summary of available request forms
        • Direct access to Check on existing question
        • Direct access to View all my questions (a My requests page)
        • Direct access to searching the KB and/or FAQ
        • Direct access to a specific Knowledgebase entry
        • Direct access to the KB search results page
        • Adding an FAQ list to your web pages
        • External mode access
      • Managing the RefTracker widget
      • Using and interfacing RefTracker with other systems
        • Records Management Systems
        • EOS Library Management System
        • SirsiDynix Library Management Systems
        • Interfacing with Google analytics
      • Dealing with problems that might occur in RefTracker
        • The Support signon
        • The RefTracker Support Web Site
        • Advice of an error in the client interface
        • Advice of an error in the staff interface
        • System offline and Critical errors
        • Other error notifications to the System administrator
        • Report an error
      • Standards compliance
      • Security and Privacy
      • Implementing Contact data retention and deletion
      • You have now completed this manual!!
      • Installation planning
      • Appendix 1- RefTracker fields for data collection
      • RefTracker API MANUAL
        • API use security
        • RefTracker API Widgets
          • Search Widget API
          • Categories Widget API
          • Question Number Widget API
          • List Widget API
        • RefTracker API Documentation
        • Creating a new question using the API
        • Proactive Reference Widget
      • DYNAMIC LOOKUPS MANUAL
        • The Dynamic Lookups Module Introduction
        • Using a Request form with Lookups defined in it
          • Pre and Post population fields do not effect form usage
          • Using Autocomplete fields
            • But the value I want is not being retrieved by the lookup
          • Using Dynamic population fields
            • But my dynamic lookup is not retrieving anything
          • Using Dynamic lookups – summary
        • Setting up Lookups for use in Request forms
          • Summary of steps you will need to undertake (relevant to programmers and DBA’s)
        • Using the Lookups menu to create lookups (for programmers and DBA’s)
          • External datasources
          • Lookup definitions
          • Code maps
        • Adding Lookups to your Request forms
          • Adding Pre and Post population lookups to your Request form
          • Adding Autocomplete lookups to your Request form
          • Adding Dynamic population lookups to your Request form
        • Using Dynamic Lookups in the client interface
        • Using Dynamic lookups with email importing
        • The Change screen and questions created from Request forms with Lookups
        • Using URL string parameters and Request forms with Lookups
        • Dynamic Lookups Troubleshooting
        • Quick Guide For Setting Up File Upload for DLM import Automation
        • Dynamic Lookups for hosted customers
        • Instructions for IT departments providing data for hosted dynamic lookups
        • Appendix 1 – Xeno example database
          • Xeno Database
          • Database Diagram
          • Tables
          • Views
    • CLIENT HELP BY PAGE
    • STAFF HELP BY PAGE
      • Logging on
      • Main menu for staff
      • Service guidelines
      • Search menu and results
      • DeskStats – Statistical tally sheet
      • New, KBnew, Change, Copy screens
      • View layout for printing
      • Summary screen
      • Answering a question
      • Reallocate to other staff member
      • Refer to an external party (ILL, Refer and Redirect)
      • Actions
      • Reject question
      • Record time and Record costs
      • Time record summary and reporting
      • Attach documents subwindow
      • View an attachment
      • Send application error to Altarama
    • ADMINISTRATOR & SUPERVISOR HELP BY PAGE
      • Parameter update
      • Code tables
      • Code table updates
      • Request group/types images
      • Data dictionary tables
      • Data dictionary table updates
      • Management of user sign-ons
      • Changing user sign-ons
      • Email form
      • Locations
      • Statistics reports
      • Utilities
      • File upload / download
      • CSS Editor
      • Template/text/web page editor
      • Literal Editor
      • RefTracker licence
      • Batch processing
      • Export database tables
      • Data Export
      • Email import (account setup)
      • Data import load process
      • Lookup definition
      • Lookup code maps
      • Concurrent users
      • Request form summary
      • Request form detail

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