Archive for February 26, 2015

Book Cover Art Temporarily Unavailable Saturday Night

On Saturday, February 28th from 10:00 PM – 3:00 AM Eastern Time, Bowker will be running an important update. All Syndetics book cover art images in LibGuides and LibGuides CMS (both version 1 and version 2) will be unavailable during this infrastructure maintenance window.

This is not a result of a LibGuides update, but rather the byproduct of a Bowker update. During this maintenance window, book cover art will display in your guides as a blank white space. This will *not* affect images you’ve uploaded via the image manager.

After Bowker’s update is complete, all book cover art images will display as they normally would.

LibAnswers v2.3 Now Live!

We have a fun bunch of LibAnswers features to share today! This update is all about the ticket answering process in LibAnswers v2 – we wanted to tighten things up and make the ticket answering process and ticket management faster and more intuitive.

Ticket Macros

macro2Macros are here to speed up your librarian’s workflow when answering frequently asked questions. While the existing “Reuse Answer” functionality works for this too, we though – wouldn’t it be great to create a “definitive” answer to certain questions, so librarians always know which answer is the right one without having to search? And how cool would it be to adjust other internal settings – like adding tags and changing the question status – when a macro is chosen – consistency FTW! And what if we added the ability to auto-populate key patron data – anything from their name and email address to answers they provided in your question form – to each macro in template form – how cool would that be?!

We got so psyched thinking about this idea, we had to make it happen – and now, Macros are here! System admins, head to Admin > Macros to create a new macro. Once you’ve set up a macro, it will appear on the ticket answer page as a new drop-down option.

Dashboard Views

dashboardviewsFor sites with a high volume of incoming tickets, the standard Dashboard view can feel a bit like the wild west – untamed at best, and downright deadly at worst. We figured we’d add a way to tame the madness, so we’re introducing Views. Views basically act as a saved set of filters, enabling you to create your own quick-jump menu for the tickets you need to see.

Admins and Regular level users can head to Admin >Views to create a new view. Admins will also see an option to “Share this View” – this will make your customized view available to everyone in your LibAnswers system.

 

Email Templates & New Reply Behavior

templatesWe’ve added extensive email templates and brand new mustache tokens to help you customize every email sent from the LibAnswers system. You can now customize all internal emails (for ticket transfers/assignments, internal notes, address book transfers, etc) with the same template type options available for public emails (ie emails sent to patrons). We’ve also vastly expanded the available mustache tokens, which makes it super easy to automatically pull key system information into an email without having to type it in manually for every email. Admins, head to Admin > Queues > Edit Queue > Email Templates to see all the new functionality.

With this update, we’re also changing a key email reply behavior. Previously, there was 1 email template shared by both internal notes and ticket transfers, and they were treated the same – when someone received an email notification in their inbox, and clicked Reply (in their email client) to respond, that email would be sent back to LibAnswers as “internal” content, out of view of patrons. As of this update, this behavior will change – replies to internal notes will still be treated as “internal” content, but replies to transferred tickets will be stripped of all previous internal notes/content, and will be sent to patrons as a public reply. This should make it easier for folks who prefer to primarily manage and answer questions via email, and it’s particularly great for your address book folks!

New Ticket Management Options

  • Auto-saved Replies – Don’t you hate it when you accidentally navigate away from the answer page before clicking on the “Reply” button? With this new update, we’re making life a little better – replies to tickets are now automatically saved, even if you navigate away from the page! When you head back to the page, you’ll see the content you were working on restored in the rich text editor. If you need to get rid of a previously auto-saved draft, just hit the “cancel” or “reply” button, and we’ll remove the draft content.
  • submitasStreamlined Ticket Status Change – we thought we’d make it easier to update a ticket’s status (new/open/pending/closed) at the same time when you submit a reply or internal note. Check out the newly expanded submission options to see what we mean!
  • Merging Tickets – Sometimes patrons are so enthusiastic, they end up submitting multiple question tickets about the same question. We added a new ticket merge option to help! Head to the ticket answer page and choose ticket settings > merge – this will let you thread the current ticket with any other ticket in your system.
  • Updated Rich Text Editor – We’ve added new text formatting options to the Rich Text Editor – this applies to both ticket answers and FAQ answers, huzzah! Head to the answer ticket or add FAQ screen to see the new options.
  • Updated displays – We’ve tweaked the information that displays in the Dashboard and Ticket Answer screens so the most relevant information displays.
  • Ticket replies can be closed without text – We removed the requirement for text in the reply field – this is useful when you need to go back and update information about a ticket (like it’s status, adding a tag, etc.) without actually generating a reply to the patron.

 

LibGuides v2.1.4 is Live!

Changes in the way assets work

LibGuides LogoWe heard from many of you that it was frustrating that Regular and Editor-level accounts were not able to edit assets that they did not own, even on guides to which they were assigned as editors. It’s been a long time coming, but this is now fixed!  Please note this applies to all assets except databases.

Here’s a breakdown of the issues that this fix addressed:

  • Admin users can edit all assets, wherever they reside–in guides or in Content > Assets.  This has not changed.
  • Regular and editor-level accounts can edit any assets on guides they own or edit and can customize fields in assets owned by others.
  • When someone leaves your organization, you can reassign ownership of their assets when you reassign ownership of their guides.

Here’s a breakdown of what happens when you edit assets in various places.  Protip: the blue help bubbles will tell you where your changes will appear, so read them! 😉

  • When editing an asset, an asterisk will appear next to its original location.  Edits made to the original location appear wherever that asset is used except where fields have been customized:
    Screenshot of an asset edit screen
  • When you reuse an asset, you are creating a mapping of that asset.  You can customize certain fields after the fact.  Any edits you make to a mapped asset within a guide appear only in that guide.
  • Edits made to assets in their original locations are reflected in all mapped copies of that asset, except for any fields that were customized in mappings.
  • Instead of reusing and editing a single asset multiple times, consider making your own copy of that asset.  Any edits you make on your copy will appear anywhere your copy is reused.

This is explained more fully in the Managing Assets guide. Check it out!

In-Context Help!

New in-context help icons will get you help, STAT, right where you are.  The types of information you’ll see are:

  •  Links: a gray or orange question mark indicates general information.  Click the ? to be taken to a guide relating to the task at hand.
  •  Information: orange circles with exclamation points indicate related information. Hover over them to read.
  •  Warnings: important information appears when you hover over a red triangle.

More API Options!

These options have been added under Tools > API.  For full documentation and output examples, please visit the API pages in your system.

  • GET Guides v1.1
  • GET Accounts
  • GET Subjects
  • GET Assets
  • For GET Guides/:id/pages, guides/:id/boxes, and guides/:id/meta, please see the API v1.0 page that is linked from the bottom of Tools > API.

Referrer URLs for Statistics (CMS only)

  • Now see where your users are coming from by checking out the referrer URLs in guide page statistics.  Go to Statistics > Guides, run a report, and click a guide’s name.  If any referring URL information is available, you can view those by clicking the eye icon next to the number of views:
    Screenshot of statistics module showing referring URLs for a guide page

Bug Fixes and Smaller Enhancements

  • Side-nav guides with a single page now display a tab for that page, where they did not before. This allows for the display of sub-pages and box-level navigation:
    screenshot of a guide with one page, one sub-page, and two box-level navigation pills
  • Any HTML in asset descriptions is rendered everywhere that description is displayed, including on-hover popovers and the Databases tab on Subject pages:
    screenshot of a book description where HTML code is rendered properly
  • When you reuse a box, you can now rename your reused version:
    Screenshot of where to customize a box name during the reuse process
  • When the character limit for the Rich Text Editor is exceeded, a message pops up letting you know how many characters must be removed:screenshot of error message displayed when character limit is exceeded
  • Author links in Guides Lists go to the right place now. 😉
  • Publication Workflow cannot be enabled without first choosing at least one Reviewer.
  • Guide-level XML exports are available from Guide Edit (menu icon) > Request XML Export:Location of guide level XML export request
  • Email templates have a new design.  You’ll see these when you create an account or reuse a guide, and in a few other instances.
  • The LibGuides 2 support form sends your tickets into our LibAnswers 2 system!  We have switched to using LibAnswers for our customer support, and we LOVE it.

LibGuides v2 Planned Maintenance – Friday, February 13th

LibGuides v2 servers will be down for planned upgrades for about 90 minutes on Friday, February 13th starting at 10pm U.S. EST / 7pm PST.

Why the down time for this release? Well, we’re making some updates that require database changes while no one is using the system. 🙂

This only affects LibGuides v2. Our other products – LibAnswers, LibStaffer, LibCal, etc. – and LibGuides v1 are unaffected.

It may be happening on Friday the 13th, but don’t be scared! This scheduled down time of our LibGuides v2 servers isn’t scary – it’s exciting!

When you come back to work on Monday morning (or over the weekend, if that’s your gig), you’ll have both shiny new and revised functionality to play with. Things like:

  • changes in the way Assets work (based on your feedback, Regular users will be able to edit Assets they don’t own on guides where they are a Guide Editor)*;
  • guide-level XML export;
  • more API options (CMS only);
  • URL referrers in the stats area (CMS only);
  • and so much more!

The actual down time may vary slightly, but will be about 90 minutes, so please plan accordingly. (Btw, this is a great use for LibAnswers’ Systems & Services Management tool!)

We’ll have more info for you about the release soon, so keep an eye on our blog.

Here’s what users will see if they go to your site during the down time:

Message users will see when they go to a LibGuides v2 site during planned down time.

* More info on the Assets thing:

  • Regular users will be able to edit Assets they don’t own on guides where they are a Guide Editor;
  • If Regular users reuse an Asset someone else created, they can edit certain fields to customize them for that particular instance of the Asset, but those edited fields do not affect the original or any other mapped version;
  • Changes to the original Asset still cascade down to all mapped versions, though customized fields will not be affected;

Let us know if you have any questions and thanks for being part of the Springshare family! 🙂