Differences

This shows you the differences between two versions of the page.

--- sfx_down [2018/04/18 12:30]
jrohan
+++ sfx_down [2018/04/23 13:43]
cknapp
@@ Line 2: / Line 2: @@
 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.
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           * You need a personal username and password to submit a support case. If unable to send a support case, send an email to 24x7hub@exlibrisgroup.com and call the ExLibris 24/7 hub (see below).
           * 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.
+   * **If you do not have access to Salesforce, send an email to 24x7hub@exlibrisgroup.com** Provide your name, name of institution, a phone number where you can be reached, say that SFX is the product, and describe the problem.
    * **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:
                 * (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.
@@ Line 16: / Line 17: @@
    * **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.