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, 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/ 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
    • 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, a phone number where you can be reached, say that “SFX hosted” is the product, and that our server is SFX NA05. Describe the problem, including exact error messages and any relevant details. E-mail 1 = dbhelp@library.umass.edu. Submit.
  • If you do not have access to Salesforce, send an email to 24x7hub@exlibrisgroup.com Use subject line “SFX System-Component Down”. Provide your name, name of institution, a phone number where you can be reached, say that “SFX hosted” is the product, and that our server is SFX NA05. Describe the problem, including exact error messages and any relevant details.
  • 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 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.
      • For scheduled maintenance: (Date, time period for scheduled maintenance, e.g. Sunday, 11/8/15 1:00 am-5:00 am) Due to scheduled maintenance, access will not be available to E-Journals search, Citation Linker, SFX, and UMLinks buttons linking to e-resources. Discovery Search, 5 College Catalog, and Databases are available to search directly.
      • If urgent call Ian (5-6371) or Josh (5-3972) to notify that ticket has been submitted.
  • 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 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.

Note: UMass production alias: umass

Primary contact: Catherine Knapp

sfx_down.txt · Last modified: 2018/04/23 10:43 by cknapp
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