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sfx_down [2018/04/23 13:36] cknapp |
sfx_down [2019/04/30 13:15] (current) jmulvaney |
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- | ==== SFX Down ==== | + | ====== 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. | 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. | + | **For the most up to date procedures**, please view the [[https://docs.google.com/document/d/1TVhBnfQkuADPc8l8UmGFzIzD-4odKVTUK607FX4x2TE/edit?usp=sharing | Updated SFX Down documentation.]] You will need to be logged into your UMass Amherst email account to view the document. Everyone logged into an @umass.edu domain account has view access. |
- | * **Check ExLibris Cloud Status** [[http://status.exlibrisgroup.com/|http://status.exlibrisgroup.com/]] for known service interruptions, scheduled maintenance, etc. Our server is SFX NA05. | + | **Also See:** |
- | * **Submit a support case** in Salesforce with "System Down" as the priority level. [[https://exlidp.exlibrisgroup.com|Salesforce]] | + | * [[SFX Cron Jobs]] |
- | * 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). | + | * [[SFX Renewals]] |
- | * 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. | + | * [[SFX Routine Maintenance]] |
- | * **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. | + | * [[SFX sid List]] |
- | * **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]] | + | * [[SFX Targets - Activating]] |
- | * Request that some or all of the following message be posted on the UMass Library home page: | + | * [[SFX Update Procedures]] |
- | * (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 [[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.]] | + | ---- |
- | 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 | + | //[[jmulvaney@library.umass.edu|Primary contact: Jack Mulvaney]]// |
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- | //[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]// | + |