SalesForce Ticketing

While there are many people working within the CSU who are happy to help with any issues concerning Rapido, sometimes the issue is a bug or configuration error and needs to be addressed by Clarivate Support. Previously, staff were encouraged to limit the number of SalesForce accounts and funnel support tickets through specific CSU contacts, this is no longer the case and any staff member can now make a SalesForce account and submit a ticket when something in Alma, Primo, Rapido, etc. breaks. 

To create a SalesForce account go to the SalesForce account Registration Page This link will take you to an external website in a new tab. and fill out the short form. Clarivate should contact you shortly to complete the process. 

Once you have a SalesForce account you are ready to submit tickets to address your issues. There are certain things you can do to ensure the ticket moves quickly and is received by the correct support staff. Below is a general process on how to submit a Rapido ticket, though many of these suggestions apply to tickets for help with any resource. 

First, go to SalesForce This link will take you to an external website in a new tab., Login, and select Submit a Case from the ribbon near the top of your screen. 

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Select Ex Libris from the Platform/Service dropdown menu and click Next. On the following page, search and select Rapido to make a Rapido ticket, then click Next again. 

The final page will have several required fields that may be changed depending on the situation. For best results, you should use your best judgement to fill out these fields:

• Category
• Case Type (For new bugs I generally select Defect-Regression and for ongoing issues Defect/System Issue. Other options are also sometimes useful.)
• Subject
  • Please format as follows: CSU (campus): Issue. For example: CSU Sacramento: Increase in Locate Failed.
• Description
  • This is where you describe the issue in detail. Please see the next section of this page for tips for this section.
• Additional Emails for Case Updates
  • Please include the Resource Sharing Manager to ensure trends in issues are noticed and addressed in monthly support meetings.
• Please check this box if you want to Add Attachments to this Case
  • If you want to include any screenshots please check this box. 

Once the form is filled out, click Next to submit your SalesForce ticket. 

The most important part of the SalesForce support ticket is the Description section. This is where you write out a detailed description of the issue you want addressed. To ensure the issue is addressed quickly please include the following information in all support tickets. 

• Write the actions you are currently seeing that should not be happening.
• Write how the system should be behaving if the issue was fixed.
• Write how the issue negatively impacts students, faculty, and/or staff.
• Include at least one, but multiple are better, example for support staff to look at.
• For Rapido requests include either the External ID or Internal ID so support staff can locate the request.
• For issues involving Primo, please include the Permalink to the record. 

Including this information helps speed up the request because support staff generally do not need to ask as many follow up questions but can instead get started fixing the issue.