I have an Alma or Primo VE problem, what do I do?

From July 26th - August 27th: please follow the instructions below to report a SILS Alma or Primo VE problem.

For the first month of SILS Go-Live, problems will primarily be triaged and resolved by our Ex Libris implementation team. Future iterations of “report a problem” processes aim to have a robust UC SILS review component so that we can identify and resolve systemwide issues internally. 

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STEP 2: Report the problem

Let First, follow your local procedure for reporting problems. This may include:

• Contact your supervisor

• Contact your local Implementation Coordinator

• Contact your local SILS group

Then, as appropriate, let Ex Libris and the SILS Teams know you’re having a problem.:

• Report to Ex Libris through their support portal

  • Note: this requires a SalesForce account. Contact your Implementation Coordinator for details.

• If you think your issue is worth sharing widely, or you want consultation with the wider SILS teams, report it through existing mechanisms:

  • Contact your local Implementation Coordinator

  • Have local SILS reps check with their functional groups via Slack or email

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