ProQuest Support Center: Upcoming and recently released fixes and enhancements
In this article are upcoming and recently released fixes and enhancements to the ProQuest Support Center.
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Enhancements and fixes for the upcoming August 2020 release
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the July 2020 release
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the June 2020 release
Here is a summary of key items:
Service/Portal -
- Added product category page for TDM Studio.
- Support center password update: In accordance with ongoing improvement of information security at ProQuest, we will be issuing a mandatory password reset.
- New requirements include a minimum password length, password complexity (combination of upper/lower case and numeric values), and not able to use your last 4 passwords.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the May 2020 release
Here is a summary of key items:
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the April 2020 release
Here is a summary of key items:
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the March 2020 release
Here is a summary of key items:
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the February 2020 release
Here is a summary of key items:
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the January 2020 release
January Client Cloud Release Rescheduled.
Enhancements and fixes for the December 2019 release
Here is a summary of key items:
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the November 2019 release
Here is a summary of key items:
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the October 2019 release
Here is a summary of key items:
Service/Portal -
- Added ProQuest Microform as an option to the Submit a Case form and Chat page.
- Enhanced Article Feedback mechanism for providing feedback regarding support articles. Users will be able to provide positive feedback on support articles.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the September 2019 release
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the August 2019 release
August Client Cloud Release Cancelled.
Enhancements and fixes for the July 2019 release
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the June 2019 release
- Librarians and administrators will be able to view and manage their training cases within the Support Center.
- When end users choose the ETD option from the phone menu, they will now receive a prompt to enter their case number.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the May 2019 release
Here is a summary of key items:
Service/Portal -
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the April 2019 release
Here is a summary of key items:
Service/Portal -
- Added an Alexander Street support page to make it easier for users to navigate to search and browse by product.
- From the Spanish (Latin American) and Portuguese versions of the Submit a Case web forms, when cases are closed, users will now receive localized instances of the survey.
- Added and removed product values within the Submit a Case form.
- Added and updated product values displaying on the Chat page.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the March 2019 release
Here is a summary of key items:
Service/Portal -
- For versions of the Submit a Case and Request Training web forms, the labels within the header and footer (i.e. My Cases, Chat, Cookie Policy, etc.) will be available in Spanish (Latin American) and Portuguese.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the February 2019 release
Here is a summary of key items:
Service/Portal -
- Versions of the Submit a Case and Request Training web forms will be available in Spanish (Latin American) and Portuguese.
- Added category values for Content related issues within the Submit a Case form.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the January 2019 release
Here is a summary of key items:
Service/Portal -
- Correcting display and navigation issues for the Support Center, including to both Knowledge Articles and Cases.
- Back-end maintenance that will support future enhancements.
Enhancements and fixes for the December 2018 release
Here is a summary of key items:
Service/Portal -
- Correcting display and navigation issues for the Support Center, including to both Knowledge Articles and Cases.
- Back-end maintenance that will support future enhancements.
Enhancements and fixes for the November 2018 release
Here is a summary of key items:
Service/Portal -
- Improving user experience when initiating chat by adding Alexander Street and Bowker as a separate chat sections.
- Updating pending statuses in case management view to improve the level of information shared with customers.
- Improving user experience when initiating chat by adding OASIS as a separate chat section
Enhancements and fixes for the October 2018 release
Starting Monday, October 22, customers will see improvements to customer support. We will be rolling out some changes to improve efficiency, collaboration, and communication. Some changes will be specific to internal staff and processes, and others will be very noticeable to customers, but all the changes are focused on our goal to improve and harmonize the experience of Ex Libris and ProQuest customers.
Learn More
- Added an OASIS support page to make it easier for users to navigate to search and browse by product
- Improving user experience when initiating chat by adding OASIS as a separate chat section
Enhancements and fixes for the September 2018 release
Here is a summary of key items:
- Added and removed product values within the Submit a Case form.
- Revised the support name display for Live Agent/Chat. Instead of displaying full name, it will now display First Name and Department.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the August 2018 release
Here is a summary of key items:
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the July 2018 release
ProQuest did not have a scheduled July release.
Enhancements and fixes for the June 2018 release
Here is a summary of key items:
- 'Refine Search' drop-down will display the list of products in alphabetical order.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the May 2018 release
Here is a summary of key items:
- As part of ProQuest’s compliance with EU GDPR, we will be including required privacy regulations for users to acknowledge and consent to the collection and use of personal information.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the April 2018 release
Here is a summary of key items:
- Improving the customer experience with correcting minor display issues for both Knowledge Articles and Cases.
- Back-end maintenance that will support future enhancements.
Enhancements and fixes for the March 2018 release
Here is a summary of key items:
- Live Agent/Chat - Improving user experience when initiating support chat requests. When clicking on 'Chat' you will be presented with:
- Four (4) separate chat sections
- ProQuest Technical Support - Will display a list of platforms under the chat button.
- Dialog - Will display a message noting chat support is not available with a link to submitting a case.
- Ebook - Will display a list of platforms under the chat button.
- Dissertation Post Processing.
- Each chat section will indicate if chat is available or not.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the February 2018 release
Here is a summary of key items:
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the January 2018 release
Here is a summary of key items:
- As an additional security measure to prevent spammers and bots from submitting forms, CAPTCHA security will be added to public facing 'Submit a Case' form(s).
- To provide a better user experience, we are introducing a single user interface for navigating and accessing the ProQuest Support Center. Users will benefit from this design by finding content that is relevant with ease and simplicity. Librarians and administrators will continue to be able to view and manage their support cases with a more simplified sign-on experience. Moving forward, users will access the ProQuest Support Center via support.proquest.com.
- Within Case Management, the display and viewing of email communications are properly formatted, improving the customer experience.
Enhancements and fixes for the December 2017 release
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the November 2017 release
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the October 2017 release
- Correcting display and navigation issues for the Support Center, including to both Knowledge Articles and Cases.
Enhancements and fixes for the September 2017 release
Starting Monday, September 18, you'll see upgrades to the ProQuest Support Center including an improved, more responsive page design for better access on mobile devices.
Improvements include:
- New design for improved user experience
Users will benefit from a new design, built specifically for support content and information, that is now responsive across any device they might be using. And users will see a consistent, unified look and feel throughout ProQuest’s Support Center and across its products, which will employ common design elements, patterns and components. - Improved navigation for better search
We’re improving navigation options to make it easier for users to navigate to support articles by either product or common issue types. - Easier to engage with ProQuest
We’ve enhanced and incorporated a more visual workflow to emphasize channels to engage with us and provide feedback.
Learn More
Enhancements and fixes for the August 2017 release
- Submit a Case: When submitting a case, you will now be able to select "OASIS" as the product you are inquiring about.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the June 2017 release
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the May 2017 release
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the April 2017 release
- Correcting minor display issues for both Knowledge Articles and Cases.
Enhancements and fixes for the March 2017 release
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the February 2017 release
- Correcting minor navigation and display issues to enhance the customer experience.
Enhancements and fixes for the January 2017 release
- Users will now be able to export Knowledge Articles as PDFs.
- Back-end maintenance that will support future enhancements, as well as amending minor navigation and display issues, improving the customer experience.
Enhancements and fixes for the December 2016 release
- When submitting a case, users will now be able to select "Discovermorecorp", Pi2 - DST", or "Pi2 - PinPoint" as the product for their inquiry.
Enhancements and fixes for the November 2016 release
- Users will now receive a message when they try to access Knowledge articles that are no longer available.
- Correcting minor display issues for both Knowledge Articles and Cases.
Enhancements and fixes for the October 2016 release
- We've improved the display and user interaction within the Account notices section of your Support Center account. These are viewable after you login.
- Correcting minor display issues for both Knowledge Articles and Cases.
Enhancements and fixes for the September 2016 release
Starting Monday, September 12, our Ex Libris Support Portal will handle support cases for the following ProQuest products: 360 Services, Summon, Intota, KnowledgeWorks, AquaBrowser, and Ulrich's. Support cases for all other ProQuest products will continue to be accessible from the ProQuest Support Center.
What's changing…
Changes involve support cases and knowledge articles related to 360 Services, Summon, Intota, KnowledgeWorks, Ulrich's, and AquaBrowser.
- Support cases for the above-named services will available via the Ex Libris Support Portal after the completion of the data migration on September 12. Support includes:
- All open support cases
- All resolved cases opened after January 1, 2015.
- Cases resolved prior to January 1, 2015, are available upon request.
- Knowledge articles and product documentation are migrating and will be available within the Ex Libris Customer Knowledge Center.
Watch a video
For more information on the migration of support and knowledge services to Ex Libris, view this pre-recorded session: Introduction Video for 360, Summon, Intota, AquaBrowser and Ulrich's Customers!
Enhancements and fixes for the August 2016 release
- Case Management:
- Open Cases, Cases Waiting on Me, Resolved/Closed Support Cases will now display in a user-friendly tab format, while also quickly showing the number of total cases (per case status).
- General navigation improvements have also been made to the Cases page.
Enhancements and fixes for the July 2016 release continue to focus on back-end maintenance that will support future enhancements, as well as amending minor display issues.
Enhancements and fixes for the June 2016 release:
- Interface updates: Fixed minor display issues for Knowledge articles and Cases
- Search Results: Corrected narrowing of search results by ‘Product’ or ‘Document Type’ filters. Users can narrow down to relevant search results using these filters.
- Search Results: Enhanced the customer experience, by allowing users to have the ability to select the number of search results to be displayed per page (10, 20, 50, 100).
Enhancements and fixes for the May 2016 release continue to focus on back-end maintenance that will support future enhancements, as well as amending minor display issues.
Enhancements and fixes for the April 2016 release focuses on back-end maintenance that will support future enhancements, as well as amending minor display issues.
Enhancements and fixes included in the March 2016 release:
- Communicating via Case Comments. For closed cases, if a user adds a comment via the Support Center, the case will now automatically re-open. Previously, adding a comment to a closed case would only be added to the case details page.
- Mass Update "Selected Cases" list. The "Selected Cases" list in the Mass Update tool will now include all fields available for updating, so that users will be able to easily see what was updated and can confirm the changes are correct without having to go into each case.
- Various fixes to improve interface display issues.
Enhancements and fixes included in the February 2016 release:
- The 'Was this Article helpful?' section at the bottom of Knowledge articles. When providing feedback, the character limit is being expanded greatly (4,000 characters versus the previous 255 character limit).
- Fixed several navigation and display issues, improving the customer experience.
Enhancements and fixes included in the January 2016 release:
- Cases:
- When submitting a case, the Title and Relevant URL fields on the web form will now support all titles and URLs (4,000 character limit).
- After submitting a case, the confirmation email you receive will now include more of the information you submitted through the online form.
- Release and Alert Notifications:
- Improve the customer experience by having several choices for banner alert/message background colors will be included in the release.
Enhancements and fixes included in the December 2015 release:
- Embedded video in knowledge articles.
Enhancements and fixes included in the November 2015 release:
- The Date Created date will now display correctly. Previously the date was being updated every time the article was updated, creating a false impression of a brand new article.
- Registering for Support Center access: The Support Center home page will provide a simpler, web-based form for new users to request access.
Enhancements and fixes included in the October 2015 release:
- Cases pending a reply from the customer will now always display the correct case status.
- Case export to Excel: When exporting all cases created by your organization, the export will now work successfully, as it has been for exporting cases created by only you.
- When searching for a Case and wanting tips on effective searching, you can now open the Search Tips in a new tab.
Enhancements and fixes included in the August 2015 release:
- Case Management:
- Open Cases and all other lists of Cases can now be sorted by Status and Subject fields in addition to Last Updated date.
- Display of dates now has a consistent format across the various Support Center pages.
Enhancements and fixes included in the July 2015 release:
- Submitting a Case: The Submit a Case form will now provide:
- More complete information about fields and the maximum amount of characters you can enter.
- An improved experience when submitting a Site Down case.
- Cases within Your Organization: When viewing cases submitted by colleagues at your institution, you will now be able to use the Emails section of the case to view colleagues' email conversations about the issue.
Enhancements and fixes included in the June 2015 release:
- Case Emails: Emails you receive will now include a direct link to the support case. Applies to cases created via the Submit a Case form in the Support Center (cases submitted via email currently cannot support this feature).
- Case Attachments: In addition to ‘Created By’ and ‘Created Date’, you can now also view who last updated a file, and when.
- Account Notices: Now the 'Cases I'm following' and 'Article Notifications' pages include search functionality just like the 'My Open Cases' and 'Cases Waiting on Me' pages.
- Searching for Topics/Articles: Finding the appropriate article should be simplified with the new ability for articles to be published with tags/subject terms that are queried along with the full text of the article.
Enhancements and fixes included in the May 2015 release:
- Login page: Page has been updated to provide clearer navigation for both new and existing users.
- Searching for a Case:
- Cases can now be searched by a date range rather than a specific date.
- When using filters to find a case, the screen now does a better job of informing you about the filters currently selected.
- Session Management: After two hours of no session activity the session ends to protect your security. In advance of a session ending, a pop-up window will alert the user that their session will end in 5 minutes if they do not click the "Continue working" button.
Enhancements and fixes included in the April 2015 release:
- Request a New Password: The user experience for requesting a new password is being improved. An additional enhancement will be released in the summer.
- Email Support: When using the 'Email Support' link in a Case Notification email, the email subject will be auto-filled.
Enhancements and fixes included in the March 2015 release:
- Surveys: The Satisfaction Survey tool will now provide additional options on providing feedback. We thank you in advance for continuing to share feedback that helps us improve our customer experience.
- Open Cases: When viewing a case with a status of Pending, the Pending reason will display as tooltip text when you hover over the status.
Enhancements and fixes included in the February 2015 release focus on infrastructure updates to the ProQuest Support Center.
Enhancements and fixes included in the January 2015 release:
- Case Searches: You can now use ? and * characters as wild cards when conducting a search. The wild cards can be used only at the end of a word.
- Display of Articles: When using the Browse page, articles now consistently display as expected, regardless of the browser being used.
Enhancements and fixes included in the December 2014 release:
- Email: When using the Email this Page feature to email an article, the body of the email will include Article ID along with the Article URL.
- Submit a case: When submitting a case, you will now be able to select “Support Center” as the product you are inquiring about.
Enhancements and fixes included in the November 2014 release:
- Search Results: when searching for topics, your search terms will now be highlighted in the search results set.
- Search and Browse Screens: the option to 'Clear All' search terms and filters will now consistently be available throughout search and browse screens.
- File Uploads: uploading a file that is too large (more than 25MB) will now trigger an error message while you are on the upload file screen, rather than the subsequent screen.
- Closed Cases: adding an attachment to a Closed case will now re-open the case.
- Thorpe-Bowker: email correspondence for the TitlePage product from Thorpe-Bowker will now be more readily identifiable with a Thorpe-Bowker logo instead of a ProQuest logo.
- Chinese Interface: when submitting a case on the Chinese interface, the Category dropdown will now be displayed in Chinese.
Enhancements and fixes included in the October 2014 release:
Case Submissions:
- The auto-response you receive after case submission will now include your original comments, as will any subsequent emails regarding the case.
- You will now be able to include file attachments when you initially submit a case. Previously this had to be done after submitting the case.
- Note that a file attachment will need to be limited to 25 MB.
Existing Cases:
- Chrome browser version 37+ users will once again able to use the Upload File(s) button to attach a file to an existing Case.
Search and Browse Experience:
- The “Was this article helpful?” feature will now be available on the Browse page.
- When searching, a ‘Fetching’ message will be displayed before the results are returned to the user which shows that the search is being performed.
Account Notices:
- Pop-up Confirmation: Users trying to ‘unfollow’ an article or case on the ‘Account Notices’ page will now see a pop up confirmation page before it is removed from the list.
- Follow-up Surveys: Satisfaction surveys to tell us how we have done in handling your cases - our system will now only send you a maximum of one survey every 30 days.
Enhancements and fixes included in the September 2014 release:
- Search Result Sets: Differences in search result sets based on where you conduct your search (basic search, advanced search, browse page) will be fixed.
- Search Result Navigation: When navigating through search results, you will now be able to jump to “First Page” and “Last Page” of results in addition to the previously existing options to jump to “Previous” and “Next” pages.
- Update Notifications: The update notification emails you receive regarding Support Center articles you follow will be enhanced:
- Article numbers will be added to the update notification email.
- False notices will be eliminated through the refinement of the rules for sending update notifications.
- Red Banner Alert: When there is an alert, the Red Banner alert at the top of the Support Center will go to the target article instead of an error page.
Enhancements and fixes included in the August 2014 release:
- View All Support Center Cases within Your Organization: Users will have the option to see cases submitted from all contacts associated with their account rather than only the cases they personally submitted. Click here for the full Support Center article on how this change will affect your experience.
- Export Your Cases to an Excel Spreadsheet.
- View Support Center Article Images when Printing an Article.
Enhancements and fixes included in the July 2014 release:
- In the Account Notices section of the home page, we’ve replaced “Messages” with “My Open Cases” so you can navigate to them as soon as you log in.
- You can now view any attachments to cases you send via email. For example, if you emailed a case to clients@proquest.com with an attachment, that attachment will be shown in the case detail view next time you log into the Support Center.
- Searching for knowledge articles has been enhanced to return more relevant results and the readability of the search results page has been improved.
Enhancements and fixes included in the June 2014 release:
- This release fixed bugs within the ProQuest Support Center and added breadcrumbs to the article detail page so it’s easier to navigate back to search results.
Enhancements and fixes included in the May 2014 release:
- Site down case submissions: For faster response to your case, Site Down case submissions will now require a phone number.
- Knowledge article sharing: You can now easily share knowledge articles from the Support Center by clicking on the Share Article Link in the article detail section for easy bookmarking, sharing, or pasting into other applications. In addition, we’ve also added the Article Number to the Article details section to make it easier for you to reference articles with the ProQuest Support team or your colleagues.
Enhancements and fixes included in the late April 2014 release:
- New enhancement - Case Search: Users will be able to search for cases within the cases tab.
- Case labeling improvements: The labeling of cases will be improved and case numbers from the legacy Support Center will be added to all cases opened prior to February 21, 2014.
- Enhancements to "Follow an article": Reduced redundant email notifications for users who follow multiple articles.
Enhancements and fixes included in the early April 2014 release:
Nearly a dozen enhancements and fixes have been released, including those focused on case statuses and article notifications:
- Correct status is displayed for reopened cases: This has been fixed so that reopened cases will be shown as "Open" instead of "Resolved" and will be found in the "Open Cases" section of the Support Center.
- Correct status is displayed for resolved/closed cases: This has been fixed so that status of Resolved/Closed cases are displayed properly.
- Users can now unfollow articles and cases: Users can follow and unfollow articles and cases from the article and case level. Prior to this, users needed to go to the Account Notices section to unfollow articles and cases.