v3.4 Knowledge Base
New feature, coming soon!!!
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
