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sfx_down [2018/04/23 10:43]
cknapp
sfx_down [2019/02/13 12:10] (current)
cknapp
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    * **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.
-   * **Submit a support case** in Salesforce with "​System Down" as the priority level. [[https://​exlidp.exlibrisgroup.com|Salesforce]] ​+   * **Contact Ex Libris** 
 +      ​* **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 = 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, 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 ​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 ​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. 
-   * **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]]+      * **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.]] 
 +   * **Library web site post instructions**:​ If access is not restored in a few minutes, ​or for future ​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.+                * SFX Down Banner for Systems"E-Journals search, Citation Linker, SFX, and UMLinks buttons linking to e-resources ​are currently down. We are aware of the problem and are working to resolve the issue. Discovery Search, Databases, and the 5 College Catalog are still 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.                 * 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.                 * 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 +   * **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 
-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.]]  +   * **Post ​to Libwire** ​ 
- +   * **When ExLibris notifies us that SFX has been restored, ​and SFX has been tested,**  
-When ExLibris notifies us that SFX has resumed functioning ​and it is sosend an email notifying libforum-l@library.umass.edu and dbhelp@library.umass.edu,​ and a Web Help Request to remove Library homepage message. +          * Send an email to the Library staff above 
- +          * Submit ​a Web Help Request to remove Library homepage message. 
-Note: UMass production alias: umass +          * Post to LibWire that SFX access has been restored.
- +
  
  
 //​[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]// //​[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]//
sfx_down.1524494638.txt.gz · Last modified: 2019/01/07 12:20 (external edit)
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