Problem Reporting Hierarchy

8am - 5pm ET

5pm - 11pm ET

11pm - 8am ET

ALEPH	Library	CNS	FCLA	Library	CNS	FCLLIST	Library	CNS	FCLA
Can't Connect to Aleph	X		X		X -->	X		X -->	X
OPAC Not Working at All	X	X	X		X -->	X		X -->	X
CIRC GUI Client	X		X			X	Aleph Downtime Circ Client
Course Reserve Web Client	X		X			X	Wait until morning and use 8-5 plan
GUI TS Client	X		X			X(1)	Wait until morning and use 8-5 plan
OPAC Minor Problems	X		X			X(1)	Wait until morning and use 8-5 plan
Printing	X		X(2)			X(2)	Wait until morning and use 8-5 plan
Batch Jobs	X		X			X	Wait until morning and use 8-5 plan
Permissions	X(3)						Wait until morning and use 8-5 plan
SFX
Services Menu Not Available	X		X		X -->	X		X -->	X
Ejournal List	X		X		X -->	X		X -->	X
Specific Target Returns Errors	X		X(4)				Wait until morning and use 8-5 plan
METALIB
MetaLib Not Available	X		X		X -->	X		X -->	X
Ejournal List	X		X(4)		X -->	X		X -->	X
Specific Resource Unavailable	X		X				Wait until morning and use 8-5 plan

   Library = appropriate systems or other responsible staff
   FCLA = phone call to FCLA (352/392-9020 or SC 622-9020) by appropriate staff
   CNS (formerly NERDC) = 352/392-2061 or SC 622-2061

   FCLLIST messages have the subject prefaced with: RT: e.g., ALEPH RT: OPAC not working; SFX Ejournal list not available; Metalib not working

FCLA staff will monitor FCLLIST regularly to follow up on reported problems

Units operating evenings and weekends will want to have a staff member subscribed to FCLLIST

Subscribe to FCLLIST by sending a message to Michele Newberry or Mary Ann O'Daniel

NOTE:

   (1) FCLA staff monitoring FCLLIST might determine that the problem should wait until the next day and be referred to the 8-5 plan

   (2) Workstation printing configurations are not viewable by FCLA staff so support will be limited

   (3) Staff permissions are not managed by FCLA staff. Only questions about how the permission management function works

   (4) Email RT or FCLA-SFX-METALIB-IMP-L@LISTS.UFL.EDU