Page Comparison

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1. SalesForce - https://support.proquest.com/s/?language=en_US

2. Login at Login link at upper right

   

3. Submit a case

   

4. Platform/Service: choose Ex Libris

   

5. Asset: Choose what best covers the part of the ULMS affected by the issue

   • Alma: Issues affecting Alma functionality, bib/item records & holdings and other back-end functionality

   • Primo: Issues affecting search, retrieval of results, front-facing UI configuration and similar issues

   • CDI: (add text here)

   • Rapido: Issues affecting Rapido functionality

   • Alma Data Services: Issues with specific electronic collections, portfolios, and other components of the knowledge base

   • bX: Issues with bX recommender results

   

6. To fill this form out in a hurry, you only need to fill out these sections: Priority, Case Type, Subject and Description.

   

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• Subject should be a short summary of the issue of question at hand

• Description:

  • Describe what’s happening, including what was expected and what happened instead. (Examples provided by Lauren Magnuson)

    • THIS:  

      • In Alma under purchase order lines > Search for a PO Line, if I perform a search (for example, POL) and then click the Tools > Excel button, nothing happens.  No waiting icon appears in the center of the screen and the Excel file does not download.

    • NOT THIS:

      • “Excel downloading is not working in Alma”.  Why not? It may be the case that Excel downloading is working elsewhere in the system, so you need to be very specific about how and where you encountered the problem.

    • Example of describing what was expected:  I would expect an Excel file containing all of the PO Lines to download to my computer, but no file is downloaded.

  • Describe scope and impact of the issue

  • Describe frequency- does this happen every time, randomly, or just once or twice?

  • Have you made any changes to the system that might be related?

  • Describe steps taken to troubleshoot the issue:

    • Example: I’ve already tried logging in and out of Alma, trying multiple browsers (Firefox and Chrome), restarting my computer, and using another computer with a different user account, and the problem is not resolved. To check permissions, I checked with colleagues to see if they were experiencing the same issue. They verified it is not permissions.

  • Provide a test patron or test proxy user that ExL can use to troubleshoot and replicate the issue

    • Also provide info to help reproduce the issue: Examples: provide MMS IDs of record examples, item barcode, PO line number, screenshots, transaction numbers, job IDs, permalinks in Primo, etc.  For particularly complex examples, you may want to record a quick Jing screencast to provide evidence of the problem you are seeing.

  • Include screenshots or files that illustrate the issue

• Additional e-mails:

  • Add anyone at your campus who will need to track progress of the issue

  • Include CO staff to help them track the issue:

    • Christina Hennessey for Alma or Primo issues

    • Jessica Hartwigsen for ERM issues

    • Chris Lee for CSU+, Rapido or RapidILL issues

    • Christina Hennessey for anything high priority or in need of careful watching
      

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• Normal status cases should have a response within 2 business days (High = 1 business day, Low = 3 business days)

• Note that opening multiple cases for the same issue is unlikely to generate additional attention for your issue – in fact, it is more likely to split attention. Adding more examples or escalating the case is a better bet.

• Similarly, assigning a “High” priority to a case that doesn’t meet Ex Libris’ description of priority is unlikely to get extra attention for the issue. You can always bring this case to Christina’s attention for extra monitoring.

• You request an update by adding a comment to your open case. This lets the assigned support rep know there has been an update to the case.

• If you don’t get a response to a request for an update, you can email Christina and ask her to escalate

  • You can also ask for escalation directly by emailing almasupportescalation@exlibrisgroup.com or primosupportescalation@exlibrisgroup.com . Put “Please escalate case #XXXXXX” in the subject and a brief description of why you want the case escalated in the body of the message.

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Description of case statuses (from Support Center site)

Things to look out for:

• W4I (Waiting for Information) FlagAwaiting Customer Confirmation, Pending Customer Input: Indicates which cases are waiting on an update from you in order to continue – should be checked daily

  • Should encompass “Pending Customer Response” and “Pending Customer Testing” statuses

  • Check and respond to these regularly to keep movement on addressing the issue going

• Clicking on header reorders your case list either alphabetically or from earliest to latest date

  • Reorder the list by “Last updated” heading to look for cases that have not been updated in some time. You should ask for updates for these cases and escalate to Brandon Christina if no response is received

• Cases that have been resolved should be closed using the “Close Case” button. Leaving these open creates more work for everybody and takes time away from other cases that are still open.

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A “system-down” issue is any issue that affects a module or entire system from operating normally. Typically this will only be used when you or your patrons cannot access Alma or Primo or Rapido at all and after local troubleshooting has occurred. These issues are handled outside of Ex Libris typical support channels and so this status should never be used as a substitute for a “High” priority issue.

Ex  Ex Libris provides a few pathways to report a system-down issue:

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