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sfx_down [2018/04/23 10:43]
cknapp
sfx_down [2019/04/30 09:15] (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 displayDatabases 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, 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. +  * [[SFX Routine Maintenance]] 
-   **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. +  * [[SFX sid List]] 
-   * **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 Targets ​Activating]] 
-   **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 Update Procedures]]
-          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 [[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. 
  
-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]]//+
sfx_down.1524494638.txt.gz · Last modified: 2019/01/07 12:20 (external edit)
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