Question and Answer

What to do when Alma or Primo unexpectedly go down.

What does it meant to be down:

  • Cannot provide essential services to customers
    • Alma: Cannot get into Alma, cannot complete fulfillment at desk
    • Primo: No results, endless loading of page

What do if system seems to do down unexpectedly? 

  • Library-wide    
    • Normal business hours: submit a ticket to helpline
    • Off hours escalate to Ex-Libris
  • AIS 
    • Troubleshoot
      • Is it a network or Shibboleth problem? (it.arizona.edu, uaccess.arizona.edu)
      • Try different browser, clearing cookies/cache
      • Try opening from full link instead of desktop shortcut
      • Check other UA websites
      • Ask others
    • Contact Mona or Michelle if available
    • If not go to supervisor
      • If no sup on duty, go to next step
    • Send out an email to notify the department which system is down
    • Person in charge can escalate  to Ex-Libris

Escalation procedures if not resolved: https://knowledge.exlibrisgroup.com/Cross_Product/Knowledge_Articles/Escalation_Policy

Last Updated: Feb 13, 2019     Views: 0

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