Support Center FAQ

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General 

• How do I get to the Support Center?
• The Support Center is found at: https://support.proquest.com/. From here, you can link to other resources for Innovative, ProQuest and Ex Libris.
• How do I get to the Innovative KnowledgeBase. How is it different from Support Center?

• Login to Support Center, then click the Innovative tile. Then, click on the Knowledge Portal tile. You can also bookmark this link, https://innovative.libguides.com/home. This is where you can find knowledge articles, release notes, known issues, and service commitments. 

• How do I find out more?
• Please review our webinar with detailed information: Webinars - Webinar: The New Support Center Experience for Innovative Libraries on Vimeo (vimeopro.com)

• To learn more about Support Center please review this Knowledgebase article: https://support.proquest.com/s/article/About-Support-Center?language=en_US

 Login

• How do I login?
  • Navigate to support.proquest.com and click Login in the top, righthand corner. Enter your username and password, then click the Login button.
• What if I don't have an account?
  • You'll need to self-register at support.proquest.com. First, need to navigate to that site, then click Login. Then, in the lower left-hand corner under the heading "Need Access?"  click the register link, and fill out the form. Once you do that, your system administrator can then login, and change your permissions from a basic user to a standard user (available under \"Additional Actions-Grant Permissions\"). If you also need to be able to access the Knowledge Portal, open a support case after you have registered, and we will add that permission to your account.
• What if there is a problem logging in?
  • If there is a problem logging in you can click the link Click here if you are having issues logging in. Fill out the form and click submit.  Support Center administrators will investigate and resolve the issue.
  • Email iiisupportescalation@clarivate.com and the support management team can investigate and resolve.

Support Center

 Can you tell me more about the Support Center case management permissions?

There are two permissions for authenticated users in Support Center. 

• • • A basic user is a self-registered user who can log tickets for ProQuest and Ex Libris products.  These users can manage their own cases.  They cannot view or manage cases for an institution.
      • Note 1: A basic user cannot submit Innovative platform cases.
      • Note 2: Innovative contacts with Limited Tickets, Limited or Knowledgebase Only roles were migrated as basic users, so they still have access to the Knowledge Portal.
    • A standard user can submit and manage cases for an institution. These users can also Grant Permissions to basic users.
      • Note 1: Standard permissions are needed to submit cases for Innovative products.
      • Note 2: Innovative contacts with Administrator, Ticket Administrator, Regular or Regular Plus permissions roles were migrated as standard users.
      • Note 3: If you manage cases for Innovative products. but had an existing Support Center login with basic permissions, you will be granted standard permissions so you can retain the ability to submit and manage Innovative cases.
    • How to I find a colleague to Grant Permissions to a self-registered user?

• You do not need to locate a colleague’s record. You simply need to enter their first name, last name and email address on the form, available under "Additional Actions-Grant Permissions"
• Note: Please open a case after granting permissions, because we have to assign a contact role, and Knowledge Portal permissions.
• If we have a colleague leave the institution, how can we remove their permissions to manage cases?
• Please report contact information updates to our customer care teams by submitting a case in Support Center.  Ideally, if a contact is departing, they would create the case to inform us, but we understand this is not always an option.
• What if we would like to remove or restrict Support Center case management permissions for a contact at our institution?
• If you are a system coordinator or system admin for your institution, you can request an update from our customer care teams by submitting a case in Support Center. 

Cases

• What is a case?
• Tickets are now called cases in Support Center. A case is any request or question for Customer Support. 
• How do I submit a request for Customer Support?
  • If this is your first time logging in to the Support Center, please follow the reset password instructions.
  • Once logged in on https://support.proquest.com/ go to the Submit a Case tab and follow the instructions. 
• In the new Support Center, tickets are now called cases.
• Log in is required to submit cases for Innovative products. 
• How do I find my old cases?
• We migrated your case data from the previous ticketing system.  All open cases as well as closed cases that were opened from January 2017 will be available.
• Your old ticket number will be in the case title, and is searchable.
• What has changed?
• Statuses, case escalation pathways, views and ticket priorities are all slightly changed - please review the additional detail below. 
• What are the case statuses?

• When will my cases automatically close?
  • Pending Customer Input = reminder 7 days, closure at 28
  • Awaiting Customer Confirmation = 14 days
  • For details about the case statuses, see https://support.proquest.com/s/article/Support-Center-Case-Status-Definitions?language=en_US
• What priority should I use for critical tickets?
  • If part or all of the system is unavailable and you have a work stoppage, use System Down. If not, use High.
  • Priority options (Medium is the default):
    
    • High
    • Medium
    • Low
    • System Down
• How do I view my open/closed cases?
  • Click on Manage Cases and open the Cases: Use the drop down to select the desired view, for example, My Cases (Support Center), My Open Cases (Support Center), My Institution Cases (Support Center), Resolved/Closed Cases (Support Center)
    • For more help working with Case List Views, review this Knowledgebase article: https://support.proquest.com/s/article/Working-with-Support-Center-Case-List-Views?language=en_US
      • To Customize list views watch this brief video: https://www.youtube.com/watch?v=BYhpPa6yiK8
• How do I escalate a case?
  • Go to Manage Cases and select the case to be escalated. Then, click on the Escalate button and enter the Escalation comments. After refreshing the screen, the red Escalation Flag should be displayed in the case.
• How do I reopen a case?
  • If the status of a case is Closed, it cannot be reopened. Instead, you can clone the case.  Cloning a case copies all the details to a new case for Customer Support.
  • *Note: Adding a comment to cases with a pending status or Awaiting Customer Confirmation will update the status of the case.
•  I see chat is an option on the page. Can I now use chat?
  • Chat is not available for Innovative products at this time.
• What historical case data is available?
  • Along with your current open cases, you can still access closed cases dating back to cases opened in or after January 2017. 
• How can I improve my comment display?
  • You can wrap text in the comments on Support Center.  Open your case details, then on the Case Comments tab, click on the dropdown caret on the Comments field and select Wrap text.
  • 
• What happens when I update a case?
  • When you update a case by comment or email, our representatives will get a notification.  If a reply is urgent, or you are not receiving replies within your expected timeframe, please click the Escalate button in the case, and/or email iiisupportescalation@clarivate.com 

 Service Commitments

• Where can I find Service Commitments?
  • Click Submit a Case, select Innovative under Product/Service, pick your asset and click next.  At the top of the next form there is an option to browse Service Commitments.
  • Or, login to Support Center, then click the Innovative tile.  Then, click on the Knowledge Portal tile, and search for the service commitment by title.
• How do I subscribe to Community notifications:
  • Please review this Knowledge Portal article:
    • https://iii.rightanswers.com/portal/app/portlets/results/viewsolution.jsp?solutionid=170613165716785

Case Messages (migrated case comment data)

• Why do my migrated messages have extra information?
  • Metadata was added to case messages to support the migration and to properly associate attachments.
• When I view my cases in the portal, why does the migrated email cut off?
  • The message data size in the new system is 4,000 characters. In order to accommodate long messages, the information was broken up in to multiple messages labelled in sequence.
• Why are messages just a giant lump?
  • This is due to the migration of data. Through export and import formatting, such as line breaks, were lost.
  • Also, if single message was a string of multiple email replies, when the formatting was lost all the text was jammed together.

Questions not answered here?

• Please log a case.

Can you tell me more about the move to a new case management system?