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SSM: View and update product status posts in the System Status Management tool

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What are Posts and what can they be used for?

Posts are a way for you to share information about your products & systems with your patrons via the System Status Management tool. You can use them to share information about outages or problems, highlight product features, and more!

Examples:

  • Is your library catalog getting a facelift before the semester starts? Write a post that showcases the updates.
  • Will your proxy system be undergoing some scheduled maintenance in the near future? Share a post that details exactly when the system will be down and for how long.
  • Have you noticed that you aren't getting much usage out of your eBook service? Create a post to get the word out to your users about what they are missing!

Update a product status

In the Systems Status Management tool, a product's status quickly indicates to users the current condition of a system or service. For example, if everything is running smoothly, you could use a status of "Normal". But, let's say a database goes down: in that case, you could use a status like "Outage" to let users know. Users with Admin or Editor access to the Systems Status Management tool can update a product's status in a couple of places:

Before you can assign a status to a product, an SSM tool Admin must first create them under Admin > Systems Status Management > Settings.


Via the Systems Status admin page

  1. Go to Admin > Systems Status Management.
  2. Under the Products tab, locate the product you want to update and use its dropdown in the Product Status column to select a new status.
  3. You'll be prompted to add an optional post about this update. See the Adding an optional post section below for more info.
A product's status dropdown

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Via the internal Systems Status dashboard

Another way you can update a product's status is via the internal dashboard page. To get started, click on Status Mgmt in the command bar.

At the top of the dashboard's homepage, you'll see a list of each product and its current status.

  1. Click on a product's status.
  2. A dropdown will appear; select from it the new status you wish to assign.
  3. You'll be prompted to add an optional post about this update. See the Adding an optional post section below for more info.
Clicking on a product status at the top of the dashboard page

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Adding an optional post

When you change a product's status, a modal window will appear allowing you to also add a post about this change. This will appear in your dashboard to give users more information.

  1. Use the dropdown to select a Post Type. (You can select from any Post Type added by an SSM tool Admin in the SSM tool's settings.)
  2. In the Title of the Post field, enter a brief heading for your post.
  3. Use the rich text editor to add the body of your post.
  4. Use the Status dropdown to select whether to make this post public or internal.
    • Public: the post will appear in both your Public and Internal dashboards.
    • Internal: the post will only appear in your Internal dashboard, visible only to logged-in users.
  5. Optionally, if you have a Twitter account connected to LibAnswers (via your LibApps social channels), you can also write up a quick tweet. Just select the Tweet this checkbox.
    • If you have multiple Twitter accounts connected (i.e. multiple queues, each with a connected Twitter account), you can choose the one you want to use. Otherwise, you'll just see the handle of your connected account.
    • In the Tweet Text field, enter the text (up to 280 characters) that you want to tweet. (Note: this will not include text from or a link to your post.)
  6. Click the Post Update button.
    1. If you do not want to add a post, just click the Continue button.
Options for adding a post after changing a product's status

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View a product status posts

The Status Posts tab on the dashboard allows you to view the current posts for the products that are set up in the System Status Management tool. Post creation and management of the SSMT products are handles elsewhere, but this tab will allow you to quickly see the posts that might be relevant to the incoming tickets and chats. 

example of status posts tab

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