This document summarizes a lightning talk on automating the troubleshooting of access issues for online library resources. It describes a common problem where off-campus users are denied access because their web browser caches an unauthorized IP address from their first visit without using a VPN. The talk proposes capturing users' IP addresses in ticket requests, checking if they are on or off campus, and providing automated responses that guide off-campus users to clear their cache and use a VPN to gain authorized access. This could help educate users and provide support outside of business hours by personalizing responses based on IP address location.

1. Lightning talk:
Troubleshooting Access Project
Michelle Polchow
Electronic Resources Librarian
University of California, Davis
May 10, 2019

2. Reoccurring access issue?
Do you answer the same question over and over?
Involves a “yes” or “no” patron response?
Follows a route pattern?

3. Case Study – Common User Scenario
 Authorized users want to access online resources
 Two methods to authenticate:
On-campus
VPN – simulates an on-campus IP address
 Submit ticket when denied access
Problem = off-campus remembering VPN too late
Vendor cached the first visit with unauthorized IP address

4. User reports problem

5. Technical Services Process
 Common problem
 Known data element helped identify occurrence
Ticket system collects the user’s IP address
 Routine response from Technical Services
Manually answer
Respond during business hours

6. Ticket <URL:
https://rt.lib.ucdavis.edu/Ticket/Display.html?id=61329 >
Name: XXX XXXXXXXXXXX
Email: XXXX@ucdavis.edu
IP Addr: 168.150.122.202
On Campus/VPN: false
On VPN: false
Title Information:
------------------
Type: journal
Title: Curriculum Perspectives
Author:
Date: 2014
Publ.: Springer
Place: Boston, USA
ISSN: 0159-7868
Comment/Problem:
----------------
I cannot be automatically logged-in in this article
Ticket system
captures
the user’s IP
address
(key info)

7. But, there’s more to the answer …
 When users are off-campus they need the VPN
 Glitch- vendors store IP from first visit and browser keeps
unauthorized address
 Clear their cache - FIRST
 VPN works only if first visit without VPN is cleared
 NEXT- engage VPN
It’s complicated!

8. Automate the answer
 Data point -- IP address of patron
 Mathematically run the number
against the range of authorized IP
addresses
 Idea- when IP range is off-campus,
provide pop-up instructions for this
select audience

9. Web Form
VPN
Warning
Hyperlinks:
• Clear your cache
• VPN

10. Ticket Confirm / Thank You web page

11. New website content
'Give a man a fish and he will eat for a day.
Teach a man how to fish and you feed him for a lifetime.'
https://www.library.ucdavis.edu/library-research-troubleshooting-tips/

12. Library Research Troubleshoot Tips
Personalize user experience
Interjects guidance at the point of need
Fills a gap in knowledge
Opportunity to educate user
Provide services outside of business hours
High value library transaction

13. Michelle Polchow
Electronic Resources Librarian
University of California, Davis
mpolchow@ucdavis.edu
Thank you!