TSD Help Desk Questions and Answers

General FAQ’s:

Q: How do I send a mailed from?

A: Printout the form TSD HelpDeskForm Complete the form in it’s entirely making sure to answer all parts of the form that pertain to your problem. And unless specified you will not be notified when the correction has been made.

Q: How do I send an email to TS Help desk?

A: The TSD Help Desk email address is tsd-help@umd.edu You can use this address to forward a record from inside the catalog as well.

Q: What is the difference between TSD Help Desk and ITD Help Desk?

A: TSD Help Desk addresses problems with the integrity of the records in catalogUSMAI and with volumes on the shelves. ITD Help Desk addresses problems with computers, the library LAN, software, ie, the technical infrastructure

FAQ’s for Library Staff Outside of Technical Services:

Q: I work outside of TSD and found a record where there are some items that need to have the description information and sorting corrected for the OPAC. Can I send the request to TSD Help Desk?

A: Yes

Q: I found a record in the catalog which says the book or journal is lost but I know it isn’t. Where do I send it? What if something needs to have a lost status put on?

A: Send these to a circulation desk. Placing or removing lost statuses is not a TSD function.

Q: I work at a public service location and need to know when I can submit the problem via the TS Help Desk reflector and when should I submit the form via inter office mail?

A: When there are no books to re-label or item records to correct to resolve a problem the request can be submitted via the TS Help Desk email reflector.

Q: When sending the items with the form and there is more than one problem to fix can I assume staff at TSD Help Desk figure out all the problems?

A: Please list all the things you think are wrong. This will help us provide the best service and make sure all your concerns are addressed.

Q: How can I determine if an item should be sent to DBM with a transfer slip or Help Desk form?

A: If an item was ordered for the sublibrary and collection for which it was cataloged and now a selector wants the item in other sublibrary and collection this a decision change. The item should come with a green transfer slip signed by both the Present and New location selectors. Items that should come with a TS Help Desk form are those where the item was not cataloged for the place for which it was ordered: or an item in hand does not match the OPAC record or it is suspected there is a call number error.

Q: What is the process for requesting materials with the status "in process" in the WebPac?

A: If the requestor is a College Park borrower, follow the directions found at In Process Requests

FAQ’s for Technical Services Staff:

Q: I work in TSD and while performing my daily task I notice a record in the database with less than 50 items in need of correcting. However I not sure how to correct the problem, Can I give the problem to TSD Help Desk for them to forward to the correct team?

A: Please refer this question to your supervisor who will provide training. TSD core competence #1 is Knowledge of the path of materials processing through the division and the relationship of TSD to the other library departments as well as the ability to use this knowledge in problem solving. TSD Technical Core Competencies, UM Libraries

Q: What is my next step I need to do the correction and I don’t know how?

A: Talk with your team leader or production group leader as to the Best Practice for correcting any problems you are unable to resolve.

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