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

From July 26th - August 27thThrough October 28th: please follow the instructions below to report a SILS Alma or Primo VE problem.

For the first month of SILS Go-LiveUntil we officially switch to the Ex Libris Professional Services Support team at the end of October, problems will primarily continue to 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. In the meantime, please  

Please follow these steps if you encounter any problems (local or suspected systemwide) in Alma or Primo VE.

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• 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:

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As appropriate for your local procedure, report to Ex Libris through their support portal

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

• As of Sept 1, we have stopped using Basecamp to report problems;  please open a case in SalesForce instead. 

If you think your issue is worth sharing widely, or you want consultation with the wider

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UC Alma/Primo community, consider the following:

• The most effective way to share information is via the UC Alma Google Group

  • Email: uc_alma-group@ucsc.edu 

  • To join the group, use this link: https://groups.google.com/a/ucsc.edu/d/forum/uc_alma-group   and click on the blue “Join Group” button.

  • Put functional keywords in your subject line, such that people know immediately what it’s about:

    • GOOD: “Cataloging module drop-down is out of order”

    • GOOD: “eResources: Can’t access Springer materials.”

    • BAD: “Anyone else having problems?”

• If you want to share within the SILS Teams framework specifically, 

  • Contact your local Implementation Coordinator

  • Have Contact your local SILS reps check with their functional groups via Slack or emailfunctional group rep

  • SILS Team members may continue to use the existing communications mechanisms (Slack, email, etc.)

STEP 3: Escalate as needed

If at any time you want extra attention on your issueUntil we switch to Ex Libris Support at the end of October, please contact the SILS Operations Center CDL Team: sils-sysops@ucop.edu. Don’t hesitate! PMs (sils-pm-leads-l@listserv.ucop.edu). Reasons could include but are not limited to:

• You have an urgent problem

• You found a showstopper of a problem

• You suspect this is a systemwide issue, or NZ issueYou are not getting timely attention from Ex Libris

• You are getting poor or confusing communication from Ex LibrisYou just have a gut feeling that you need extra help

If you suspect your issue is a systemwide issue or NZ issue, contact the SILS Operations Center CDL Team: sils-sysops@ucop.edu.

Other problems: 

I have a problem with Alma-VDX integrations:

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