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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.
STEP 1: Due diligence
Spend no more than an hour making sure the problem is not user error and is replicable:
Log out and back in; try another browser; clear browser cache
Check with your local colleagues and get someone else to reproduce the problem
Check the Ex Libris Status page: https://status.exlibrisgroup.com/system_status
Check the Ex Libris documentation:
Check the SILS Alma / Primo VE Known Issues page
STEP 2: Report the problem
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:
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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:
If you suspect a problem with the Alma-VDX integration (extra-consortial ILL), please report it to CDL (ResourceSharingHelp@cdlib.org) for triage, as the problem might be in the CDL adapter, or in the OCLC configuration, which is outside of the Ex Libris Alma / Primo VE service scope.
For VDX problems, you may also contact OCLC directly by using the “Report a Problem” link located on the left hand navigation bar in VDX to report any issues with VDX/ZPORTAL (aka “My ILL Requests). The link is available as long as VDX is online and the staff member is logged into VDX.
I have a licensed resource problem:
Follow your local campus practices for reporting problems with electronic resources. A new systemwide Electronic Resources Consultation subgroup composed of CDL and campus staff with electronic resource expertise has been created to consult on issues after Go-Live. Reporting directly to CDL may also be appropriate.
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E-Resources Troubleshooting: Best Practices for Reporting Broken Links in CDL/SCP Records, etc. (SILS wiki)
Report a Problem (CDL website, including CDL Helpline access)
I want to request a new feature or enhancement, or, I want to talk about feature harmonization:
Systemwide feature requests or enhancements should be brought up through the appropriate SILS Functional Group before going to Ex Libris.
Individual campus feature needs can be discussed in your local SILS group.
Harmonization discussions should be handled in the appropriate SILS Functional Group.