• Using the OPM system

What is OPM?

·  Online Problem Management

·  Used by different groups in the University

·  Written in-house by OIT

·  Used by the “E-Support” at the Library to keep track of requests concerning electronic resources

·  Generated by e-mail and problem reporting forms on the Databases and E-journals pages

When will we use OPM?

·  Catalogers will receive OPM tickets, via e-mail notification, to request cataloging, or adjustment of cataloging, for electronic resources

·  Generally, for cataloging web pages or PDF files

·  Keeps track of request when no physical work is present (no print volumes)

·  Tickets are open and viewable by anyone until they are closed, so the status of the requests can be determined at anytime

Getting started

·  Click on the OPM URL at the top of the e-mail

·  Or go to the OPM website: https://opm.princeton.edu/hotnews.plx and choose tickets owned by yourself (or someone else) and select from the list

·  Dialog box asking you to logon will appear when you open a ticket

To Log on:

·  Use your netid and password in the dialog box

To claim a ticket from a queue:

·  Click on the button in the “Take Ownership” column

To add a comment to a ticket:

·  Type your comment in the “Add a Comment to the Ticket History” box and click on the “submit” button at the bottom of the ticket

·  Add comments when you have worked on a ticket, or before closing a ticket when you have completed the request.

·  Comments can be e-mailed to the requestor or others when they are added to the ticket

To e-mail comments:

·  After adding your comment, check the “e-mail the comment text” box at the bottom of the ticket.

·  The customer’s e-mail will automatically appear in the address box – you can add another address after a comma to the box, or change the address to another recipient

·  It is also helpful to check the “quoted original message” box so that the e-mailed comment will be clearer

·  Click the “submit” button at the very bottom of the ticket

To transfer a ticket:

·  When the ticket should be completed by someone else, go to the “Transfer the ticket” section at the bottom of the ticket

·  Find and select the recipient’s name on the “To the User” list

·  Click the “submit” button at the very bottom of the ticket

Finishing the job:

·  When a ticket is completed, add a comment to that effect, and e-mail the comment to the “customer” if you want to keep them updated

·  MOST IMPORTANTLY, CLOSE THE TICKET WHEN THE REQUEST IS COMPLETED – close the ticket by checking the “Close this ticket” button at the bottom of the ticket, and clicking on the “Submit” button

Tickets should be completed AND CLOSED as soon as possible, or transferred to someone who is able to complete the request. Be sure to send questions or requests for clarification as soon as you can, so that the job can be completed quickly and efficiently. Add comments to the ticket as information is updated, so that you will be able to determine the status of the request at all times.

More information:

·  Go to https://opm.princeton.edu/docs/display.plx for more information about how to use OPM.