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

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.

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.

• 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

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.)

STEP 3: Escalate as needed

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.

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.

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) 

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.