New SUNY logo - a rendering of the tower portion of the SUNY Plaza building on Broadway in Albany.

Web Archive

[State University of New York Office of Library and Information Services and Link to the OLIS home page]
About Us | Home | SUNYConnect Web

SLSC

Reporting Problems

Advisory Board | Report Problems | Web2 Technical Support
LAIP/MultiLIS Docs | Member Contributions | Multilis Serials Module

The HotlineGo To SLSC ->

Your first line of support for Multilis is the DRA Hotline and Help Desk. You can contact DRA via e-mail addressed to hotline@sirsi.com or by phone to 1-800-884-9330.

Top of Page

When should I contact the OLIS?

The OLIS e-mail hotline is intended to accept inquiries regarding problems with Web2, LAIP implementation inquiries, or if you have a problem with Multilis that cannot be handled by the DRA Hotline or Help Desk.  If it is necessary to call a problem into the OLIS, dial (518) 443-5577.

Top of Page

How To Send Email And Get Help

You should send your problem or inquiry to the OLIS account. To do so, you need to:

  1. Address your problem report to olis@slscva.sysadm.suny.edu 

  2. Provide a brief description on the SUBJECT line describing your problems.

  3. Provide only ONE (1) problem per e-mail in order to allow OLIS staff to easily categorize problems and facilitate referencing problems later on.

When reporting a problem to DRA or the OLIS, be sure to provide as accurate and as complete information as possible. For example, list the steps you went through before the problem occurred, if possible. Depending on the problem, other pertinent information may include Multilis record numbers, item numbers, exact OPAC searches, or policy settings. Screen captures are often helpful and log files can provide significant details when you have had trouble producing or printing reports.

Messages sent to DRA or the OLIS will automatically be logged and assigned a reference number. Staff designated to monitor the "help desk" will either accept your problem to work on or refer it to another staff member. Once the problem has been logged, you will receive Email notification.

The OLIS notification, as illustrated below, will include the reference number, which should be kept or remembered while the problem is still active. Note that this initial notification will come from SLSCVA::SYSTEM and/or SYSTEM@slscva.sysadm.suny.edu. Other notifications will come from the OLIS staff member who is working on your problem.

Top of Page

NOTIFICATION AFTER PROBLEM IS RECEIVED AND LOGGED

Example;

From: SLSCVA::SYSTEM
To: SLSCVA::ROSSIHA 
CC: Subj: 
RE: slsc: reports REF:0000099 
Your problem or question has been logged into the
OLIS Hotline Support System. 
It will automatically be routed to a OLIS staff 
member who will respond back to you as quickly as
possible. 
Should you wish to send additional information 
regarding your problem or question send a message
listing your reference number in the subject in the
following format: 
Subject: ref:0000099 slsc: reports 
Thank you for using the OLIS Hotline Support 
System.
Your OLIS Hotline Reference Number is 0000099

If problem resolution is not readily apparent, the problem will be investigated further until it is solved. Meanwhile, the designated OLIS staff member may direct questions to you and you will be updated regarding the status of your problem as it moves through the system. Once a problem is resolved, it will be "closed." However, it will remain in the hotline data base with the same reference number and details relating to the problem as this information may be important in troubleshooting future problems.

Top of Page

If I have a question about an ongoing implementation, such as a data conversion/loading project, who should I contact?

The SUNY Office of Library and Information Services. The OLIS will continue to offer the following services:

  • Multilis training
  • Data export (for backup catalogs, regional union lists, use with Medianet, for example)
  • Serials software implementation
  • Implementation of "SULOP" items -Additions and/or changes to conversion tables (document types, tag deletions, etc.)
  • Database clean-up projects (bibliographic, item or holdings records)
  • Ongoing authority control work
  • Report writing assistance
  • Implementation of OPAC export, OPAC statistics, Search by (general) location
  • Data "snapshots" (from transactions file, for example)
  • Deletion of large batches of records
  • SUNYCard "oneshots"
  • Implementation of and consultation on new DRA software
  • Etc.
[ About Us |  Home | SUNYConnect Web]