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

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: 

  • Ex Libris Knowledge Center for Alma or Primo VE topics.

  • Ex Libris LibGuides for Alma or Primo VE topics.

STEP 2: Report the problem

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

• Contact your supervisor

• Contact your campus Operations Team member

• Contact your campus SILS group

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

• Note: this requires a SalesForce account. Contact your Operations Team member for details.

If you think your issue is worth sharing widely, or you want consultation with the wider UC Alma/Primo community, consider the following:

• UC SILS Community Slack

  • join with your UC email: https://uc-sils-comm.slack.com/signup

  • start your discussion in a related channel or the #all-community channel

• 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 campus Operations Team member

  • Contact your local SILS functional group rep

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

STEP 3: Escalate as needed

If you need urgent or high priority help, escalate within SalesForce as soon as needed - this includes as soon as you submit the ticket. If in doubt: escalate!

If you are having issues getting traction on your ticket, escalate within SalesForce AND email the SILS Operations Center CDL Team: sils-sysops@ucop.edu. This includes:

• You are not getting timely attention from Ex Libris

• You are getting poor or confusing communication from Ex Libris

STEP 4: Systemwide issues

If you suspect your issue is a systemwide issue or NZ issue, email the SILS Operations Center CDL Team: sils-sysops@ucop.edu (in addition to any other contacts you feel are appropriate).

If you have a system or component down: follow these communication steps: System/component down communication path

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. Reporting directly to CDL may also be appropriate.

Please check the following links for more information:

• E-Resources Best Practices: Writing Tickets & Troubleshooting (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 Operations Subteam before going to Ex Libris. 

• Individual campus feature needs can be discussed in your campus SILS group.

• Harmonization discussions should be handled in the appropriate SILS Operations Subteam. 

I have a question about the SILS contract:

• CDL holds and manages the SILS contract. Questions about the contract or any SILS fiscal issues can be sent to the SILS Operations Center: sils-sysops@ucop.edu.