Definitions of Critical Problems
Aleph: Critical Aleph problems are those that
prevent all searching and/or display of results in the catalog.
SFX: Critical SFX problems are those that
prevent display of the SFX menu or linking to
all SFX-enabled resources.
Metalib: Critical Metalib problems are those
that prevent connection to any Metalib resource.
Procedures for Reporting Critical Problems
During Autosys hours: Autosys hours are 8:00
a.m.-7:00 p.m. Monday through Thursday and 8:00
a.m.-5:00 p.m. Friday. Call autosys at 612
624-9094 to report critical problems. Provide as
many details about the problem as possible. The
text of error messages is especially
helpful. Autosys staff will contact LEO staff.
Outside Autosys hours: Call the Wilson
Circulation staff at 612 624-3321 to report
critical problems. Provide as many details as
possible. The text of error messages is
especially helpful. Circulation staff will
contact OIT staff, who resolve the problem and
keep library staff informed via e-mail.
Procedures for Reporting All Other Problems
Open a Help Desk ticket by going to: http://helpdesk.lib.umn.edu
OR
Call autosys at 612 624-9094; speak to a person or leave a voicemail.
1. To open a help desk ticket:
· Connect to:
Enter your Internet ID and password.
· Click the New Ticket link.
· Fill in the following fields:
Summary (Required)
Begin the summary with name of the product, i.e.,
Aleph, SFX, or Metalib followed by a very brief
description of the problem or request.
Description (Required)
Provide a more detailed description of the problem or request.
For problems, include
· Date and time the problem occurred.
· Steps you took that led to the problem.
· The error message you got if there was one.
· Any other pertinent details.
For requests, include a clear description of what you need.
Due Date (Optional)
· Click on the Submit button. The ticket will be created.
2. To view the status of your own open
tickets, logon to http://helpdesk.lib.umn.edu,
and click the Ticket History link on the menu bar.
You may also click the Knowledge Base link on the
menu bar to search for solutions to common
problems. LEO staff will be adding to the Knowledge Base over time.
3. LEO staff will review problem reports and
requests each day, and will send you an answer,
fill your request, or refer your problem or request to Ex Libris.
Procedure for Making All Requests
Open a Help Desk ticket by going to: http://helpdesk.lib.umn.edu
Christina Perkins Meyer Phone: (612) 625-0107
Director, Library Enterprise Operations Fax: (612) 626-9353
University of Minnesota Libraries mailto:c-meye@tc.umn.edu