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Reporting Problems

Troubleshooting


If you have questions or comments, please contact IZ:

Before opening a SalesForce case, please email the ERM Task Force.  This page is for IZ issues.  Please review the Best Practices and FAQ for Shared e-Resources (ECC and Opt In).  The CO is in the process of creating a NZ Troubleshooting Google doc form (June 2017).or discuss on Slack.  Together, we can address your questions and advise next steps.

You may open a support case from within Alma by clicking the Send to Ex Libris link beneath an electronic collection or electronic portfolio search result in the CZ and IZ. To take advantage of the Send to Ex Libris link, you need to configure the CRM contacts form  (provides a contact name and links to SalesForce tickets).  Note:  You will not need to use your Customer ID. Fill in the Salesforce ID, name and email address. The Salesforce ID is the same as your user login. Ex Libris provides instructions on how to report full text linking problems.  Note:  This KB article What Are the Common Causes of Full Text linking Problems, and How Can Linking Be Improved? explains why OpenURL may not work and some general ways you can maximize OpenURL linking.


NZ:

Please report NZ ERM issues using NZ ERM Problem Reportingform.

ERM Known Issues are tracked and updated.  These are known issues for the electronic resources, mainly in the NZ, that have been reported to ExL.


Troubleshooting



  1.  How-to check list for ERM tasks - 

    This is a list of tasks individuals activating and maintaining electronic resources should know how to do before "Go-Live" in Alma.  Also, there are Pre "Go-Live" tasks to prepare data being migrated.  These are the ERM TF tasks that users should have knowledge about before going live with Alma.  There are other Pre Go-Live tasks for Primo and Alma from the ULMS Implementation Team.

  2. ERM Post-Migration Check List -

    This checklist is for items and settings for e-resources that migrate from SFX.  Check if the item migrated and if it migrated correctly. Also are items that need to be set up post-migration.  List can be used by Serial Solutions libraries to check e-collection functionality. Help available in     References column.  The task has a priority of ESSENTIAL, RECOMMENDED or OPTIONAL.  If there are any issues with an e-collection or tech services settings, check ERM Known Issues to see if the issue has been reported to ExL.

  3. ERM Post-Migration Task List -

    This list is for items that are known to NOT migrate from SFX to Alma and may need to be set up post-migration.  Included is a list of possible tasks Tech Services will have to complete post-migration. The list is similar to the tasks found in SFX.  Also the tasks will help ensure e-resources are functioning correctly in Alma.  Help for each task is available in References column.  The task has a priority of ESSENTIAL, RECOMMENDED or OPTIONAL.  Tasks include:  Run Incomplete Activation, enable IP ranges, Elsevier Auto Update, CCI Get It Now, EBSCO Link Resolver Plug In, etc.  If there are any issues with an e-collection or tech services settings, check ERM Known Issues to see if the issue has been reported to ExL

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           Some tasks created by CSU Northridge for you to test after go live.

  

Reporting Problems

Before opening a SalesForce case, please email the ERM Task Force.  Together, we can address your questions and advise next steps.

ERM Known Issues are tracked and updated.  These are known issues for the electronic resources, mainly in the NZ, that have been reported to ExL.

To also help troubleshoot,       6.  The History tab contains the history of saved changes to electronic resource (collections, services, portfolios). Each update includes: date of change, operator, and the changed field (with its old and new values). 
           Watch this 4 min. video about The History Tab.

You may open a support case from within Alma by clicking the Send to Ex Libris link beneath an electronic collection or electronic portfolio search result in the CZ and IZ. To take advantage of the Send to Ex Libris link, you need to configure the CRM contacts form  (provides a contact name and links to SalesForce tickets).  Note:  You will not need to use your Customer ID. Fill in the Salesforce ID, name and email address. The Salesforce ID is the same as your user login. Ex Libris provides instructions on how to report full text linking problems.

This KB article What Are the Common Causes of Full Text linking Problems, and How Can Linking Be Improved? explains why OpenURL may not work and some general ways you can maximize OpenURL linking.  If you report a problem to Ex Libris, please read this article How to Report full text linking problems to Ex Libris for tips.

         to learn more.

      7.   Please review the Best Practices and FAQ for Shared e-Resources (ECC and Opt In).

 


KB Resources

(This section is not exhaustive; it gives you some idea of what is available to help you problem solve)

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