WMS resources and updates

WMS resources and updates

This guide is designed to assist library faculty and staff in using OCLC's WorldShare Management System. Contained within is information on each module and Discovery, including road maps (upcoming enhancements) and links to release notes. Also included is information on available reports (Analytics and elsewhere), which contains the above listed resources plus spreadsheets detailing all reports we have access to.

OCLC System Status - Dashboard for system degradation and planned maintenance of all OCLC systems. This includes WorldShare Management Services (WMS), Discovery (catalog), and Interlibrary Loan.

Any questions should be directed to Janelle Bitter, Systems & Technical Services Librarian: janelle.bitter@raritanval.edu, x8329, off-campus 908-648-8500.

New OCLC ticketing system - Zendesk

You can now submit all service requests to OCLC's new site: https://help.oclc.org/Librarian_Toolbox/Contact_OCLC_Support

You can also continue to email your questions to support@oclc.org. Regardless of how you submit questions, this platform will allow you to view past tickets as well as viewing tickets your RVCC colleagues have submitted.

How do I set up my account?

In order to migrate your ticket history from the Support Center, OCLC created an account for all current customers using the email address on file. To maintain your privacy, they did NOT bring any password information into Zendesk.

The first time that you log in, please enter your email address and select “Forgot my password.” You will receive an email with further instructions. If you have colleagues who have not entered tickets with us before, they will need to create new accounts.

Please watch this quick video for more detailed instructions: https://vimeo.com/442116006/a5ec34d0c5

What is new?

Zendesk enables you to submit tickets using an online portal to ensure your questions end up with the right team member in a timely fashion. The portal also gives you access to a dashboard where you can track the status of all of your tickets in one place.

After every interaction with our support team, you will now be able to give us immediate feedback. Please take a minute to complete our survey about your experience.

Zendesk technology can also direct you to online articles and helpful information for on-demand troubleshooting before submitting a ticket. If you have any questions, please reach out to support@oclc.org.