Did you Know….What is Freshservice in IT

When enquiring about our Library Services or seeking IT advice, you can use our web-based enquiry management system called Freshservice.  

To access Freshservice, please click on myit.abdn.ac.uk. You will be asked to sign in, using your University of Aberdeen (UoA) username and password. When you land on the homepage, please select the first option to Report an issue and a new window will open where you can submit details of your enquiry. 

Once you have submitted your enquiry, it will be given a unique reference number (ticket number) in Freshservice, which will be emailed to your UoA email account. You will then be able to interact with staff members, ask further questions and receive support.  

As soon as all actions and conversations have been concluded, staff will resolve the ticket, and you will receive an email to that effect. A subsequent email will follow with a short satisfaction survey, to offer you the opportunity to provide feedback on the process and on the outcome of your enquiry. 

Exporting to RefWorks – difficulties

Many users are experiencing difficulties today (Tuesday 2 February) exporting records into RefWorks from a range of databases. This is occurring at universities across the UK and the problem is under investigation by RefWorks. If at all possible we would suggest saving your search strategy or results by other means e.g. save to list, so that you can export to RefWorks later, once the difficulty has been resolved.

Susan McCourt, s.mccourt@abdn.ac.uk

JSTOR currently experiencing some access issues

jstor_logo_mediumWe are currently experiencing intermittent access problems with the JSTOR academic database. This problem is being experienced by many libraries other than ourselves.

Sometimes there is no problem accessing JSTOR, but at other times there is an issue. We are not aware of the reason why this is occasionally happening.

JSTOR are aware of the problem and are currently working to resolve this.

We will make a further announcement once we hear more from JSTOR. We apologise for the inconvenience this may be causing.


Ewan Grant

All Library Systems now fully functional

We are happy to announce that all Library Systems are now back up and functioning correctly after the great work carried out by the University’s IT Service over the last day, since the major power outage across the Old Aberdeen campus yesterday.

You will now be able to search across our many different collections and resources as normal, and also use our self-issue and return machines with no problems.

We thank you again for your patience and understanding while this important work was carried out and also apologise again for any inconvenience caused by this interruption to our services.

Have a great weekend!

Ewan Grant

ADVISORY: Downloading E-book PDF files from Dawsonera

A problem has been reported when trying to download a PDF file from Dawson. An error message ‘The content failed to load’ may occur.

Reports say that “It is usually traced to a browser / PDF Reader problem. If you are using a browser such as FireFox or Chrome that contains its own integrated PDF reader, the book PDF will appear to download successfully, but if you then try to open it from its tab on the lower LH corner of the browser window (e.g. for Chrome), the file will open with a ‘Failed to load PDF document’.”

A workaround suggested by Jonathan Eaton, Senior Content & Systems Manager (IT) at the Library London Business School is: “Press CTRL + J keys or use the download toolbar button options to “open in folder” (typically for Windows this is C:\Users\\Downloads ) and double-click the PDF which should then open in Adobe Reader.” Alternatively, set your browser options to open PDFs with Adobe Reader, rather than the browser default.

Elaine Shallcross
Information Consultant, Schools of Law and Business

Westlaw International access problem resolved

We are pleased to report that the access problem into the Westlaw International database, via the Services menu in Westlaw UK, has been resolved.

Elaine Shallcross
Information Consultant (Schools of Law and Business)

Continued disruption on Dawsonera

Dawsonera continue to experience problems rectifying performance issues. You may experience intermittent problems on the platform for the remainder of the week.  Unfortunately, they are unable to give us a timescale for resolution but are working hard to restore normal service levels as soon as possible.

Dawsonera apologise for any disruption caused.

Elaine Shallcross

Follow Dawsonera news on Twitter @dawsonera

Temporary interruption on dawsonera e-book platform

We are currently experiencing a temporary interruption on our dawsonera e-book platform. It is something that dawsonera are aware of and they have informed us that they have had to disable the download function while they work to fix it.

It is still possible, though, to read titles from dawsonera online.

When this has been resolved we will send out further information to let you know. In the meantime please accept our apologies for any inconvenience this may be causing.


Ewan Grant, e.grant@abdn.ac.uk