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sfx_down [2018/04/18 12:30] jrohan |
sfx_down [2018/04/23 13:39] cknapp |
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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. | 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, and menus linking to electronic resources will not display. Databases may be searched directly, and UMA WorldCat and the Five College Catalog are available. | + | Diagnosis: When SFX is down, UMLinks to electronic resources do not function, the ejournals A-Z list is unavailable, and menus linking to electronic resources will not display. Databases may be searched directly, and EDS Discovery Search and the Five College Catalog are available. |
* **Check ExLibris Cloud Status** [[http://status.exlibrisgroup.com/|http://status.exlibrisgroup.com/]] for known service interruptions, scheduled maintenance, etc. Our server is SFX NA05. | * **Check ExLibris Cloud Status** [[http://status.exlibrisgroup.com/|http://status.exlibrisgroup.com/]] for known service interruptions, scheduled maintenance, etc. Our server is SFX NA05. | ||
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* Salesforce SFX Support Case: Asset = University of Massachusetts SFX; Affected Environment - Production Environment; Priority = System-Component Down; Database Collection = SFX Down; Title = SFX Down; Description = Provide your name, name of institution, a phone number where you can be reached, say that SFX is the product, and describe the problem. E-mail 1 = dbhelp@library.umass.edu. Submit. | * Salesforce SFX Support Case: Asset = University of Massachusetts SFX; Affected Environment - Production Environment; Priority = System-Component Down; Database Collection = SFX Down; Title = SFX Down; Description = Provide your name, name of institution, a phone number where you can be reached, say that SFX is the product, and describe the problem. E-mail 1 = dbhelp@library.umass.edu. Submit. | ||
* **Call ExLibris**: If you don't get a response to your support case within an hour, 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. | * **Call ExLibris**: If you don't get a response to your support case within an hour, 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. | ||
- | * **Library web site post instructions**: If the issue will not be cleared up quickly or for scheduled maintenance, submit a Web Help Request ticket [[http://intranet.library.umass.edu/intranet/SupportDesk/view.cfm?MenuID=27|Web Help Request on LibWire]] | + | * **Library web site post instructions**: If the issue will not be cleared up quickly or for scheduled maintenance, submit a Web Help Request ticket [[https://intranet.library.umass.edu/intranet/SupportDesk/view.cfm?MenuID=27|Web Help Request on LibWire]] |
* Request that some or all of the following message be posted on the UMass Library home page: | * Request that some or all of the following message be posted on the UMass Library home page: | ||
* (Date/time e.g. Sunday, 11/8/15 1:00 pm): Apologies! We are working to restore E-Journals search, Citation Linker, SFX, and UMLinks buttons linking to e-resources. Discovery Search, Databases, and the 5 College Catalog are available. | * (Date/time e.g. Sunday, 11/8/15 1:00 pm): Apologies! We are working to restore E-Journals search, Citation Linker, SFX, and UMLinks buttons linking to e-resources. Discovery Search, Databases, and the 5 College Catalog are available. | ||
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* **Notify Library staff**: email UM Library staff the message above at libforum-l@library.umass.edu and dbhelp@library.umass.edu | * **Notify Library staff**: email UM Library staff the message above at libforum-l@library.umass.edu and dbhelp@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 [[http://knowledge.exlibrisgroup.com/360_Services/360_MARC_Updates/Knowledge_Articles/What_procedure_should_be_followed_to_alert_Ex_Libris_of_a_system_down%3F | ExLibris system down documentation.]] | + | Ex Libris promises to reply within an hour, so call or email Ex Libris if they have not responded. For more information, see [[https://knowledge.exlibrisgroup.com/Cross_Product/Support/24X7_Support/24X7_Hub_System_Down_Support_FAQ | 24/7 Hub System Down documentation.]] |
When ExLibris notifies us that SFX has resumed functioning and it is so, send an email notifying libforum-l@library.umass.edu and dbhelp@library.umass.edu, and a Web Help Request to remove Library homepage message. | When ExLibris notifies us that SFX has resumed functioning and it is so, send an email notifying libforum-l@library.umass.edu and dbhelp@library.umass.edu, and a Web Help Request to remove Library homepage message. |