Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision Next revision Both sides next revision | ||
|
sfx_down [2019/02/13 16:16] cknapp |
sfx_down [2019/02/13 17:10] cknapp |
||
|---|---|---|---|
| Line 8: | Line 8: | ||
| * **Submit a support case** in Salesforce with "System Down" as the priority level. [[https://exlidp.exlibrisgroup.com|Salesforce]] | * **Submit a support case** in Salesforce with "System Down" as the priority level. [[https://exlidp.exlibrisgroup.com|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). | * 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 = anyone you want as backup to handling support cases. Submit. Note: UMass production alias: umass | + | * 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 = anyone you want as backup to handling support cases. Submit. Note: UMass production alias is "umass" |
| * **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. | * **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 the hour response time promised by Ex Libris, 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 the hour response time promised by Ex Libris, 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. | ||
| Line 18: | Line 18: | ||
| * If urgent call Ian (5-6371) or Josh (5-3972) to notify that ticket has been submitted. | * If urgent call Ian (5-6371) or Josh (5-3972) to notify that ticket has been submitted. | ||
| * **Notify Library staff**: email UM Library staff, including dbhelp, libforum, Heads of DRMS, Research Services, ILL. Current email addresses: | * **Notify Library staff**: email UM Library staff, including dbhelp, libforum, Heads of DRMS, Research Services, ILL. Current email addresses: | ||
| - | * dbhelp@library.umass.edu; libforum-l@library.umass.edu; kgberry@library.umass.edu; kzdepski@library.umass.edu; jfriedman7@umass.edu | + | * dbhelp@library.umass.edu; libforum-l@library.umass.edu; kgberry@library.umass.edu |
| * **Post to Libwire** | * **Post to Libwire** | ||
| * **When ExLibris notifies us that SFX has been restored, and SFX has been tested,** | * **When ExLibris notifies us that SFX has been restored, and SFX has been tested,** | ||
