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sfx_down [2019/01/07 12:20]
127.0.0.1 external edit
sfx_down [2019/02/26 11:10] (current)
jmulvaney
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 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 directlyand 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 documentEveryone 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. +
-   * **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)   +
-          * 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 [[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:  +
-                * (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 +
- +
  
  
 //​[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]// //​[[cknapp@library.umass.edu|Primary contact: Catherine Knapp]]//
sfx_down.1546881608.txt.gz · Last modified: 2019/01/07 12:20 by 127.0.0.1
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