timbo343 Posted January 12, 2018 Posted January 12, 2018 anyone want to PM me their details: I’m sorry to hear about this, we are working through escalations as swift as possible at this moment in time and I assure you response time is only going to get more efficient in the future – if you have any details about which schools are awaiting a response please let me know and I will ensure this reaches the escalations team/correct department as swiftly as possible – apologies once more for the experience so far.
NotSoFast Posted January 13, 2018 Posted January 13, 2018 anyone want to PM me their details: Sent you a pm!
witch Posted January 13, 2018 Posted January 13, 2018 They are pushing the reading cloud at us and we still have some problems, especially with overdue book lists. Our librarian has been on the phone to them for hours and they say things like "38 other people have the same issue as you" So?
CMDRShepard Posted January 15, 2018 Posted January 15, 2018 It's interesting to see the opinion on this forum shifting with regards to MLS Support. When I first joined and read through the (at the time) previous posts on here regarding Eclipse, the majority of users were praising support, despite problems with the software. Has support really gone that far downhill? When my son was applying for tech jobs in that area (and nearly applied), I tried to do some research on the company themselves and it appears that maybe a year or two after the Capita buyout, there was a high staff turnover and it sounds like any experienced or even remotely competent may have left. Considering the pay they were offering when my son was interested (a hair over minimum wage), and (from what I read here) the general state of the system, it's possibly not surprising.
Joanne Posted January 15, 2018 Author Posted January 15, 2018 Can't even get on the sucka this morning!
RLR Posted January 17, 2018 Posted January 17, 2018 Every time we ring them we're on hold for about an hour. Currently waiting now. Thought I'd browse this forum to see if anyone else had similar issues. Can see there are lots!
kennysarmy Posted January 17, 2018 Posted January 17, 2018 Support Call No: 366991 Call Category: Management/Active Directory Date Call Logged: 09/01/2018 Dear Customer, Thank you for contacting MLS Technical Support. Your enquiry has been recorded and one of our service team will be in touch as soon as possible. NOT A PEEP IN OVER A WEEK
localzuk Posted January 17, 2018 Posted January 17, 2018 My ticket is 367667 from 12/01/18 (though was sent earlier than that). So, they got nearly 700 support requests in 4 days. I wonder how many support staff they have...
RLR Posted January 17, 2018 Posted January 17, 2018 (edited) Another thing we're looking into with GDPR is data sent to other company. We looked at the reports Group Call Xporter runs for MLS and there are quite a few. After look at all the reports it seems they take quite a lot of informaiton: Information on Students: Preferred Surname Preferred Forename Legal Forename Legal Surname Gender DOB DOA (date of admission?) Year Registration group School Email Address Ethnicity Photos Phone number Information on Guardians: Title Forname Surname Address Home Phone Number Work Phone Number Mobile Phone Number Email Address Information on Staff: Title Preferred Surname Preferred Forename Legal Forename Legal Surname Gender DOB DOA School email address Ethnicity Phone Number Anyone know why they need all this information and whether this information is actually sent to MLS systems? Edit: Just found out about MLS importer settings which you can select which information is sent across. Edited January 17, 2018 by RLR
timbo343 Posted January 17, 2018 Posted January 17, 2018 Just tried their online chat bot. [ATTACH=CONFIG]47165[/ATTACH] Try Twitter!
mavhc Posted January 17, 2018 Posted January 17, 2018 So basically as soon as Capita buys a company you use, just stop using them, after 100 years they might learn.
kennysarmy Posted January 17, 2018 Posted January 17, 2018 May as well help each other in here... My issue is to do with single sign on. On our Windows 7 clients the students when they go to the readingcloud site it knows who they are and auto logs them in. It's not working under Windows 10 - does anyone know where I might look for why this is? There is a GPO which is being read by both OS's...this sets the zone assignments for IE
kennysarmy Posted January 17, 2018 Posted January 17, 2018 Their twitter handle is @ mlslib Just spammed them with a few messages!
mullet_man Posted January 17, 2018 Posted January 17, 2018 Doh! Just seen this after logging a call via there website and not holding out much hope of getting a response any time soon now, we have a fairly new Liberian who wants to use the system a more efficiently than we currently are and setup sending emails for late books etc. Might as well throw this out incase anyone knows I've noticed there is an MLS importer app which I can change what syncs with sims and I've ticked to allow email addresses to sync is this all I'll need to do? Does it sync overnight? Our borrowers aren't AD linked, I would suspect they will need to be? For this to work? Hopefully my call gets picked up at some point soon!!
victory2015 Posted January 17, 2018 Posted January 17, 2018 Capita have there own library system.. i suspect they bought MLS out for some feature they wanted for their own... i can see where this is going and its not pretty..
timbo343 Posted January 17, 2018 Posted January 17, 2018 Doh! Just seen this after logging a call via there website and not holding out much hope of getting a response any time soon now, we have a fairly new Liberian who wants to use the system a more efficiently than we currently are and setup sending emails for late books etc. Might as well throw this out incase anyone knows I've noticed there is an MLS importer app which I can change what syncs with sims and I've ticked to allow email addresses to sync is this all I'll need to do? Does it sync overnight? Our borrowers aren't AD linked, I would suspect they will need to be? For this to work? Hopefully my call gets picked up at some point soon!! If you have the case number, tweet to them. Give it a frw days though. They will set uo the email settings for yiu so you can send out reminders and lates to students. We even have some staff who are returning books. If you are firm with MLS without getting too arsey, they will come back to you via twitter. I can't remember if being AD linked pucks up the email address, i don't think it does as my tech had to update records that didn't have email addresses. We imported users at the start of the year with email addresses. 1
Joanne Posted January 18, 2018 Author Posted January 18, 2018 I've found the best thing to do is call the number and wait the 15 - 20 mins to get an answer, because the tech guys tend to sort it out there and then. My guess is that they are so busy on the phones that they don't have time to look at web tickets...
RLR Posted January 18, 2018 Posted January 18, 2018 I've found the best thing to do is call the number and wait the 15 - 20 mins to get an answer, because the tech guys tend to sort it out there and then. My guess is that they are so busy on the phones that they don't have time to look at web tickets... Yep, I rang them and was on hold for 15 mins before I got an answer. They then sorted my issue out and provided me with some information. 1
LeMarchand Posted January 18, 2018 Posted January 18, 2018 Anyone going to BETT could grab their pitchfork and head to stand B190... 2
round2it Posted January 18, 2018 Posted January 18, 2018 get all the open support ticket numbers and dump them on the stand 2
FragglePete Posted January 18, 2018 Posted January 18, 2018 I too have an open ticket that am waiting for a response. I've given up really - just trying to get the accounts to match AD accounts using the ADSync tool, every year I feel it only works when the wind is in the right direction, but this year I can't get it to behave. Librarians are always complaining its slow. The support has been awful over the years. I've recommended that we start looking for an alternative. Sometimes feel like BETT is an opportunity to go and shout at suppliers rather than seeing new stuff these days. I'll happy lead with my pitch fork over to their stand, and then move onto Cunninghams !!! Pete
localzuk Posted January 18, 2018 Posted January 18, 2018 Had an update on mine, someone asking the assigned person to make my ticket P1... Then nothing since.
kennysarmy Posted January 18, 2018 Posted January 18, 2018 I too have an open ticket that am waiting for a response. I've given up really - just trying to get the accounts to match AD accounts using the ADSync tool, every year I feel it only works when the wind is in the right direction, but this year I can't get it to behave. Librarians are always complaining its slow. The support has been awful over the years. I've recommended that we start looking for an alternative. Sometimes feel like BETT is an opportunity to go and shout at suppliers rather than seeing new stuff these days. I'll happy lead with my pitch fork over to their stand, and then move onto Cunninghams !!! Pete We're looking for an alternative....
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