Local Coordinators FAQs

Create and manage service provider accounts in LibraryH3lp

Create New Service Provider Accounts

1. Login to the LibraryH3lp Dashboard with your institution's admin account (e.g. kpu-admin)
2. In the left-hand navigation menu, click Users
3. Open the folder for your institution and make sure the folder is selected
4. Click the green "+" drop-down
5. Click "Add a user..."
6. Enter a Username according to the following format:
   • institution-firstname-lastinitial (e.g. kpu-sadie-p)
7. Enter a Password and click "Ok"
8. The new user should now appear in the appropriate institutional folder
   • If they're not in the correct folder, you can drag and drop them in
9. Click on the new user and enter an email address
   • This will allow them to use the forgot password and username feature
10. Click "Add/Remove Assignments..." and assign them to the following three queues:
    1. askaway
    2. askaway-practice
    3. institutional queue (e.g. kpu)
11. Click "Ok" and their queue assignments should now appear
12. ***Important: You'll also need to set their auto-busy status to 99:
    1. To do this, log out of the Dashboard and login to their account in the LibraryH3lp Webclient
    2. Navigate to Preferences
    3. Set "Automatically set me to 'Busy' after this many open chats" to 99
    4. Logout of the Webclient
13. ***Important: Email the Admin Centre so we can assign the new service provider the appropriate scripts (aka canned message)
14. Email the new service provider their username and password

Edit an Existing Account

1. Login to the LibraryH3lp Dashboard with your institution's admin account (e.g. kpu-admin)
2. In the left-hand navigation menu, click Users
3. Open your institution's folder and select the user you're editing
4. Here you can do the following:
   • Change the email address associated with the account
   • Change the password
   • Change Queue Assignments

Delete Service Provider Accounts

1. Login to the LibraryH3lp Dashboard with your institution's admin account (e.g. kpu-admin)
2. In the left-hand navigation menu, click Users
3. Open your institution's folder and select the user you're deleting
4. Once they are selected, click the red "–" button in the top left
5. Click Yes to confirm

Reset Service Provider Passwords

1. You can change a service provider password using the steps above for "Edit an Existing Account"
2. If a service provider has forgotten their password, they can use the "Forgot your username?" or "Forgot your password?" option on the Webclient login page.