When user is having problems with accessing Duke's library resources -- user account, password, e-resources, etc.
- Is the library user or ticket requestor an affiliate? (Look them up in the directory - https://directory.duke.edu - to see their affiliation)
- If user is an affiliate, inform them that their sponsor needs to go through the Sponsorship process to ask for their access https://library.duke.edu/using/sponsoring-library-access
- If user is not an affiliate, and issue is they cannot login to their library account, check that their Duke netid password is not longer than 20 characters. If it is, they will need to change it to less than 20, as this is an Aleph restriction (or use the barcode and pin to login, though this is not recommended).
- If user is a library staff person and needs their Aleph password reset, then from Aleph GUI, in the bottom-right-corner icons, use 'key' icon (looks like a question-mark) to access the Staff Privileges popup, and use netid to access and modify user info.
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