FAQ for Support Center and the new Case Management System

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General 

• What is happening?
  • We are excited to announce that on September 9th we are moving to a new case management system and aligning with ProQuest and Ex Libris to deliver high quality customer support. This alignment will allow for visibility on tickets across your content, books, and library software products using the new Support Center. 
• When does the new Support Center launch?
  • The new Support Center, where you will log your cases for our customer support team, will launch on September 9th.
• How do I get to the new the new 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 find out more?
  • Please review our webinar with detailed information: Webinars - Webinar: The New Support Center Experience for Innovative Libraries on Vimeo (vimeopro.com)

 Login

• How do I login? Will my existing log in work?
  • You will continue to use your email as your username. However, the first time you login to Support Center, you will have to follow some brief instructions.
• I already have a Support Center login.  Will I receive a new login?
  • If you already have an active Support Center login then you will not have any additional actions.  Once our migration is complete, you will see your Innovative cases under Manage Cases.

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 generally 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"
• If we have a colleague leave the institution, how can we remove their permissions to manage cases?
  • You can 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 Cente. A case is any requests or questions for Customer Support. 
• How do I submit a request for Customer Support?
  • In the new Support Center, tickets are now called cases.
  • Log in is required to submit cases for Innovative products. 
    • 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. 
• How do I find my old cases?
  • A smooth transition is our top priority. We migrated your case data.  All open cases as well as closed cases that were opened from January 2017 will be available.
  • Your old case number will be in the case title.
• What has changed?
  • Statuses, case escalation pathways, views and ticket priorities are all slightly changed - please review the additional detail below. 
• What are the new 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
  • Cick on Manage Cases and open the Cases: Recently drop down and select the desidered view like, My Cases (Support Center), My Open Cases (Support Center), My Institution Cases (Support Center), Resolved/Closed Cases (Support Center)
• 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. 
• What about pre-2017 cases?
  • You will have access to pre-2017 tickets in Supportal until Fri Sept 6th at 5pm Eastern. You can download a list of your closed tickets with the subjects/numbers. Your ticket details from 2017-2024 will be migrated to the new system, but not pre-2017. We understand that it would be useful to be able to refer to older tickets on demand, it's just too large of a data set to migrate. Innovative staff will have access to older data for a period of time if you have a question or some information that you need.
• 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.
  • 

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?