SFX Down

Instructions for reporting SFX failures to ExLibris and the UMass Libraries community. When any SFX component affecting end-users is not functioning, including the A-Z list or SFX menus, there are specific reporting procedures.

Diagnosis: When SFX is down, UMLinks to electronic resources do not function, the ejournals A-Z list is unavailable, databases may be searched directly, UMA WorldCat and the Five College Catalog are available, but menus linking to electronic resources will not display.

  • Check http://status.exlibrisgroup.com/ for known service interruptions, scheduled maintenance, etc. Our server is SFX NA05.
  • Submit a support case in Salesforce with “System Down” as the priority level. Salesforce
    • If unable to send a support case, send an email to 24x7hub@exlibrisgroup.com. Provide your name, name of institution, a phone number where you can be reached, SFX as product, support case number (next).
  • Call the ExLibris 24/7 Hub, explaining which components of SFX are down and provide the number of your support case. 1-877-445-5693.
  • If the issue is not cleared up quickly, submit a Web Help Request ticket Web Help Request on LibWire
    • Request that some or all of the following message be posted on the UMass Library home page: ”(Date/time, e.g.: 12/20 @ 2:45): UMLinks to electronic resources is currently down. The ejournals list is unavailable. Databases may be searched directly. UMA WorldCat and the Five College Catalog are available but menus linking to electronic resources will not display.”
  • Call Josh to notify him that ticket has been submitted. 5-3972
  • Post message on Database Locator page. Database Locator on wiki
  • email UM Library staff the message above at libforum-l@library.umass.edu

Ex Libris promises to reply within an hour, so call or email Ex Libris if they have not responded. For more information, see the ExLibris 24×7 Down System Support FAQ at W:\DEPARTMENTAL_FOLDERS\Acquisitions\SFX_Project\Version_4_Manuals.

When ExLibris notifies us that SFX has resumed functioning and it is so, send an email notifying libforum-l@library.umass.edu and a Web Help Request to remove Library homepage message.

Note: UMass production alias: umass

Primary contact: Catherine Knapp

sfx_down.txt · Last modified: 2014/04/16 08:42 by cknapp
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