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Table of Contents
The Crow's Nest
What is the Crow's Nest
The Crow's Nest is a means by which suitably authorised end-users (usually those with permissions to access the [Staff] > [Tools] menu area) can send observations, technical issues and requests for change directly to Esferico or their 1st line support provider (for schools, usually an SLS).
The Crow's Nest operates in a similar way to an online Forum - you can create a new discussion, an initial post or body text containing the more detailed information about the report, and continue to add reports in discussion with Esferico or other users of the Mystic application.
What should I report via the Crow's Nest?
The Crow's Nest is principally for three types of report, all of which refer to the actual technical means in which Mystic / Pergamon operates and not the procedural mechanism which you may have learned during training.
- Observations - Strange behaviours, Mystic not performing as expected on certain operating systems or browsers etc.
- Technical Support Issues - You know Mystic works in a particular way, but clicking a button, selecting a menu item etc. is not doing what you know Mystic should be doing.
- Requests for Change (RFCs) - You need a new function or a change to an existing function and would like to request the change.
What should I NOT report via the Crow's Nest?
Your 1st line procedural support is usually provided by whoever originally provided your Mystic or Pergamon license. In the case of schools for example, this is usually an SLS (Schools's Library Service) or the organisation providing this service. SLS's usually do far more than just support Mystic and Pergamon and therefore will not be monitoring The Crow's Nest continually.
If you need procedural help (e.g “How do I do such-and-such?”), your current contact method is still the best option (e.g. Telephone).
