SUNYConnect Service Portal

SUNYNet
Intermapper
(SUNYnet monitor)

	ALEPH500 Application Problems
	Network Problems
	Evening and Weekend Support Procedures
	Footprints Service Request System (for use M-F 9am-5pm)

ALEPH500 Application Problems/Errors

Campuses in the Managed Services Pilot:

• Report problems to OLIS via Footprints

Campuses not in the Managed Services Pilot:

• All campuses (whether part of Managed Services or not) are asked to report all Aleph problems to Footprints (examples below)
• Campuses may be asked by OLIS to report problems to the Ex Libris CRM support site:
  • Log onto the Ex Libris CRM Support site at http://support.exlibrisgroup.com/

  Ex Libris Documentation Center (assigned login required)

  Examples of problems that should be reported to Ex Libris include: the ALEPH500 software is not performing as documented, you need clarification of a software feature and/or procedure, you need help when procedures go into a loop and do not complete, you receive error messages in your PC client, etc.

  jump to top

  

  Network Problems
  If you experience network problems, please report the problem to your campus network staff. If your your local network staff tell you to report the problem to SUNYNet, send an e-mail message to sunynet-staff@suny.edu

  jump to top

  

  Click here for ALEPH500 servers' evening, weekend and holiday support instructions

  

  If you are not sure who to contact OR you have a service request related to your ALEPH500 server,  link to the OLIS_Service Fooprints Service Desk and submit a service request to:

  OLIS Footprints Service Request System

  Not Sure Who to Contact?: If you are not sure who to contact or you have a service request related to your Aleph500 server, go to the Footprints Service Request link above

  • Be sure to click on "Service Tasks" drop down menu and select a topic that may be appropriate to your question.
  • A tutorial on the OLIS service system is here in MS Word format.

  Examples of service requests you should make to Footprints:

  • SUNYConnect application fixes that are applied to the server. Examples include any files, fixes, hot fixes, rep changes, upgrades, or patches that Ex Libris states it must apply to the application on the server in order to address a problem. Do Not authorize Ex Libris to perform this work. This work must be coordinated and authorized by the OLIS.
  • SUNYConnect application service requests. Examples include request to provide data re-indexing, run SQL queries and programs to modify data.

  jump to top

OLIS Support Portal

360 Link (Serials Solutions) Support

Ex Libris Links

Ex Libris USA