Through October 28th: please follow the instructions below to report a SILS Alma or Primo VE problem.
Until we officially switch to the Ex Libris Professional Services Support team at the end of October, problems will continue to be triaged and resolved by our Ex Libris implementation team.
Please follow these steps if you encounter any problems (local or suspected systemwide) in Alma or Primo VE.
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
First, follow your local procedure for reporting problems. This may include:
Contact your supervisor
Contact your local Implementation Coordinator
Contact your local SILS group
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 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
Contact your local SILS functional group rep
SILS Team members may continue to use the existing communications mechanisms (Slack, email, etc.)
Until we switch to Ex Libris Support at the end of October, please contact the SILS 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 are not getting timely attention from Ex Libris
You are getting poor or confusing communication from Ex Libris
If you suspect your issue is a systemwide issue or NZ issue, contact the SILS Operations Center CDL Team: sils-sysops@ucop.edu.
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.
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.
Please check the following links for more information:
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)
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.