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sfx_down [2019/02/13 12:10]
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:** 
-   **Contact Ex Libris** +  ​* [[SFX Cron Jobs]] 
-      * **Submit a support case** in Salesforce with "​System Down" as the priority level. ​[[https://​exlidp.exlibrisgroup.com|Salesforce]]  +  * [[SFX Renewals]] 
-          * 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 Routine Maintenance]] 
-          * 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"​ +  * [[SFX sid List]] 
-      ​**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 Targets - Activating]] 
-      * **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. +  * [[SFX Update Procedures]]
-      ​**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:  +
-                * 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. +
-                ​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:​ +
-          * dbhelp@library.umass.edu;​ libforum-l@library.umass.edu;​ kgberry@library.umass.edu +
-   * **Post to Libwire**  +
-   * **When ExLibris notifies us that SFX has been restored, and SFX has been tested,**  +
-          * Send an email to the Library staff above.  +
-          * Submit a Web Help Request to remove Library homepage message. +
-          * Post to LibWire that SFX access has been restored.+
  
 +----
  
-//[[cknapp@library.umass.edu|Primary contact: ​Catherine Knapp]]//+ 
 +//[[jmulvaney@library.umass.edu|Primary contact: ​Jack Mulvaney]]//
sfx_down.1550077840.txt.gz · Last modified: 2019/02/13 12:10 by cknapp
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