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**Please Note** In agreement with Clarivate, from 1st August 2022 Jisc will no longer provide support for the Web of Science Service for UK Education. Further details: https://wok.mimas.ac.uk/news/2022/20220512.html, support transition information and latest updates: https://wok.mimas.ac.uk/transition.html.


Web of Science Support Transition Information

In agreement with Clarivate, we would like to advise that from 01 August 2022, Jisc will no longer be providing support for the Web of Science Service for UK Education. From that date, Clarivate will be the support contact for institutions that subscribe to the Web of Science Service for UK Education Agreement. Until this time, we will continue to support the service in the usual way. If you have any service related queries, please do email webofscience@jisc.ac.uk and we will be happy to assist.

Jisc member institutions will continue to be able to subscribe to the Clarivate agreements negotiated by Jisc Collections on their behalf (available via LSM). Jisc will also continue to negotiate on behalf of it’s members for the upcoming renewal of the Clarivate agreement which includes Web of Science. Links to the available Jisc agreements can be found on the following Licence subscriptions manager (just enter 'Clarivate' into the search bar):
https://subscriptionsmanager.jisc.ac.uk/

Jisc (and formerly Mimas) have been providing support to users of and subscribers to the Web of Science Service for UK Education since 1999, and we have enjoyed working with and supporting you over the many years. This is a strategic decision that will enable to Jisc to focus more on the delivery of its core portfolio of services.

Clarivate will be widening the support services already offered to users and subscribers of the Web of Science for UK Education. They will be working with Jisc to arrange robust support services for you within the support teams already available and will ensure that you receive regular and timely updates on the changes during the transition period. Clarivate looks forward to working with all users and subscribers in UK Education.

Please be assured that we will endeavour to make the transition of support provision as seamless as possible, here you will find links and information to assist in this. This page will be continually updated based on the latest information available and in response to feedback/queries. We advise that you check back regularly for any updates.

Last Update: 06 June 2022

Important Updates

Important information regarding the tranistion of Web of Science Support from Jisc to Clarivate will be made available here. Please bookmark this page and check back for the latest updates.

Clarivate Product Support Contacts

Web of Science and InCites product and technical help contact information:
https://support.clarivate.com/ScientificandAcademicResearch/s/?language=en_US
This web page provides links to different contact options including: Chat with an expert and submit an online enquiry. Selected Clarivate Knowledge Base Articles are available, along with the an option to search the Knowledge Base.
Email address: WOSG.support@clarivate.com

EndNote product and technical help contact information:
https://support.clarivate.com/Endnote/s/?language=en_US

Data changes and missing article/journal issue requests:
https://support.clarivate.com/ScientificandAcademicResearch/s/?language=en_US
A data change FAQ is available: http://ips.clarivate.com/support/faq/datachanges/

Request to enable or update links (including OPAC, OpenURL, Full Text, Inbound OpenURL Linking):
Details and contact information at: https://clarivate.com/webofsciencegroup/solutions/full-text-links/?language=en_US

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Account Contacts

For account enquiries and to request a product trial please contact Clarivate

Massimo Giunta: Clarivate Account Manager
Email: Massimo.Giunta@Clarivate.com

Links to the available Jisc agreements can be found on the following Licence Subscriptions Manager (just enter 'Clarivate' into the search bar):
https://subscriptionsmanager.jisc.ac.uk/.

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Support Documentation and Training Resources

Select the relevant product option from the following Clarivate support webpage to link to video tutorials, user guides (including quick reference guides), self guided learning and recorded webinars:
https://clarivate.com/webofsciencegroup/support/home/

All available Clarivate video tutorials can be viewed and navigated at:
https://videos.webofsciencegroup.com/
Click on a product/plaftorm name in order to view the associated recorded training available.

The Clarivate calendar of live training sessions is available at:
https://clarivate.com/webofsciencegroup/training/
Use the filters towards the top of the calendar to filter by language and product.

A Web of Science Group Library Toolkit is available at:
http://discover.clarivate.com/WOSG_Librarian_Toolkit#benefits
This contains links to digital product factsheets, product access links, LibGuides, training resources and information about Open Access solutions

New Web of Science Release Notes available at: https://clarivate.com/webofsciencegroup/release-notes/wos/

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Useful Links

FAQ for Administrators - Answers to your questions about your institution's access to the New Web of Science:
https://clarivate.com/webofsciencegroup/release-notes/wos/new-wos-admin-faq/

Access

Direct Product Links
The complete list of direct links to databases and indexes can be found at:
https://clarivate.libguides.com/directlinks

WAYFless URL Access
The following 'WAYFless' URLs for UK Access Management Federation access to Web of Science products are also available, please replace "[IdP]" (in bold) with the IdP of your institution before testing:

The following 'WAYFless' URLs for Open Athens Management Federation access to Web of Science products are also available, please replace "[IdP]" (in bold) with the IdP of your institution before testing:

Use the following forms to request enablement of Shibboleth / Institutional Sign In (e.g. OpenAthens) or to request an update to an existing set up:
https://support.clarivate.com/ScientificandAcademicResearch/s/shibbolethform?language=en_US
Note: We would advise that you provide details of a test account, if possible.

Proxy settings for Web of Science and InCites
Links to the latest proxy settings advised can be found at:
https://support.clarivate.com/ScientificandAcademicResearch/s/article/Proxy-Servers-for-Web-of-Science-and-InCites-Products?language=en_US

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Usage Statistics

Web of Science
Details of how to access Web of Science usage statistics can be found at:
https://support.clarivate.com/ScientificandAcademicResearch/s/article/Web-of-Science-Access-to-Usage-Reports?language=en_US

InCites
Jisc Web of Science Support for UK Education currently provide monthly usage statistics for products hosted on the InCites platform (i.e., InCites Benchmarking and Analytics, Journal Citation Reports and Essential Science Indicators) to those institutions who have contacted us to request this information. It is expected that Clarivate will provide this information from 1st August 2022 and, with permission from the requesting institution, we will provide Clarivate with a list of contacts at institutions who normally receive this data.

Feedback

Product feedback and enhancement requests can be submitted to Clarivate using the 'Suggest a feature' option which can be found after selecting the purple question mark in the lower right-hand corner of the WoS/InCites screen. Please note that you will need to have previously registered a Clarivate account and be signed in for access to this functionality. The Clarivate feedback portal enables you to submit feedback and enhancement requests, and additionally to view and vote for requests submitted by other users.

Support Transition Schedule

To assist in the seamless transition of support, Jisc and Clarivate have scheduled a phased approach to the management of Web of Science helpdesk enquiries:

Note: after 01 August 2022 emails sent to webofscience@jisc.ac.uk will continue to be redirected to the Clarivate support team, however we do recommend that you use Clarivate's contact details as the email redirect will be in place for a limited period only, contact details can be found at:
https://wok.mimas.ac.uk/transition.html#supportcontacts

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Related News Announcements

Jisc announcements relating to the change of support provision for institutions subscribing to the Web of Science Service for UK Education can be found at:

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Recommended checks and actions

Recommended checks/actions required from 01 August 2022:

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If you have any comments or queries, please email: at: webofscience@jisc.ac.uk

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