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After two months of BadCat going into production, we’re happy to say the project is experiencing success.
If you recall, during the pilot phase (July 21-August 20), Cataloging staff worked on old “DCU” maintenance requests. During this phase, more than half of these back-logged requests were resolved. The remaining “DCU” requests are being slowly incorporated into the ongoing current BadCat workflow.
Of the current BadCat workflow, more than 85% of new tickets are resolved within 2-5 days. Waiting for additional information from the ticket submitter is the primary reason other tickets take longer to resolve.
Tips for efficient maintenance requests:
· Use the BadCat form: http://ucblibrary3.berkeley.edu/cgi-bin/BadCat/form.cgi
– do not send maintenance requests to individual catalogers as this will only delay your request.
– Take advantage of using the auto-fill feature via MyOskiCat. See the BadCat FAQ for more details. http://sunsite3.berkeley.edu/wikis/TechServices/index.php?n=Main.EverythingAZ?action=download&upname=BadCatFAQ.pdf
· Respond in a timely fashion when asked for additional information or for material relating to your BadCat request.
· Do not use the BadCat form to request purchase, cataloging, access assistance, or URL correction for electronic resources. These should be submitted to: http://www.lib.berkeley.edu/Staff/eproblem.html
Average number of tickets received per week: 27
Number of tickets closed in past 12 weeks: 372
Number of active tickets: 72
How are we doing?
The Catalog Department encourages you to tell us about your experience using BadCat. Please add a comment (or a question) to this posting, or send an email to Lisa Rowlison de Ortiz, firstname.lastname@example.org