Page Operations
Browse SpaceRoutine problems: Send email to Library Technology Support libtech.support@oregonstate.edu
Routine website problems: Email library.web@oregonstate.edu
Emergency problems: Call 7-8989 at any time. This will page whomever is on call. Note: There will be no response to messages left after 10:00 p.m. until the next day.
Urgent catalog problems during regular hours: Call Rod Lawlor (7-9904)
Urgent website problems during regular hours: Email Susan McEvoy and Ryan Ordway. If there is no response within 10 minutes, please contact the emergency pager, 7-8989.
Urgent other problems: Call Matthew Gonzales (7-8298), Ryan Ordway (7-8972), or David Manela (7-9307)
Urgent Electronic Database Access problems: Call Laurel Kristick (7-7276)
Staff Computers: Contact Community Network (7-8787) cn.help@oregonstate.edu
This document describes how to get technical assistance with computer systems in the library which are not supported by Community Network. For these non-staff systems, support is provided by the Emerging Technologies and Services Department. Community Network supports only workstations for staff use and "standard" software which is typically used for office applications. Although the library occasionally contracts with Community Network to work with non-standard hardware and software, support requests for such systems should initially be sent to Emerging Technologies and Services.
The Emerging Technologies and Services Department is the first point of contact for library staff to get technical support for the following systems - all publicly accessible workstations, both in the Information Commons and other floors of the library; the online library system; the pay-for-printing system; the library web site; remote access to electronic resources; electronic databases; non-standard hardware and software, such as scanners, ILLiad, etc.; library owned servers, such as the thin client server, Unix FTP server, various web servers, etc.
Requesting Routine Support
Routine support from the Emerging Technologies and Services Department should be requested by sending e-mail to Library Technology Support (libtech.support@oregonstate.edu). Support requests will be prioritized and forwarded to the appropriate person. This will result in faster service than phone calls to individual staff members. Sending e-mail will enable us to allocate resources fairly and allow us to track the status of pending requests efficiently.
Requests regarding Information Commons support should be sent using the Broken Equipment Request Form.
Note that problems with individual public access machines, such as those in the commons, Autzen and the avenues are considered routine. There are always a few machines which will be out of order, and this is not considered an urgent problem. Do not call the emergency support number for routine requests.
Requesting Emergency Support
Emergency support requests are appropriate when a large number of machines are unavailable, such as all the thin-client machines, or most catalog access freezes. As much as possible, try to distinguish between a system-wide problem (emergency) and problems with individual workstations (routine).
Emergencies during regular hours:
Regular support hours are Monday - Friday, 8:00 a.m. through 5:00 p.m
Non-catalog
Report major problems with a large number of machines, but not the On-Line Catalog, to Matthew Gonzales (7-8298), Ryan Ordway(7-8972), or David Manela (7-9307) immediately. Email urgent website problems to Ryan Ordway and Susan McEvoy. If they are not readily located, call 7-8989 and leave a message describing the problem and saying where you can be contacted. Ryan, Matthew or David will be paged automatically within a few minutes.
On-Line Catalog
During weekdays, 8:00 a.m. - 5:00 p.m., major catalog problems should be reported to Rod Lawlor (7-9904). Alternatively, call the Library Technology emergency support number at 7-8989 and leave a message describing the problem and saying where you can be contacted. Someone will be paged automatically within a few minutes.
Emergencies outside of regular hours:
Problems with a large number of public machines, including the catalog, should be reported immediately by leaving a message at the Library Technology emergency support number at 7-8989. Describe the problem and leave a number where you can be contacted.
Staff will respond within 15 minutes on weekdays while the library is open, but not after 10:00 p.m. After 10:00 p.m., no assistance is available until next day. The message will be picked up on the next day.
On weekends, leave a message with the emergency number 7-8989, but expect the response to be less immediate.
Additional emergency assistance
Please always call the emergency support number first at 7-8989. If there is no response after about 15 minutes, try these alternatives:
Response to major problems with The On-Line Library Catalog should be coordinated through the duty staff in Access Services. Only if Rod Lawlor can not be reached, should Access Services staff call Innovative Interfaces directly. Innovative can be reached at any time at (800)878-6600. Give the library code of ORESU and explain that the regular contact person cannot be reached.
If there is a major problem with the Diebold (i.e. convenience card) pay-for-printing system, contact the M.U. Business Office at 7-2416. Give your name, phone # and location. State there is a card reader (printing, or convenience card machine ) problem at the Library. Request they call ID Center staff at home. (ID staff will call back).
Electronic Databases
Problems with specific electronic databases, where it appears that the problem is with the vendor site, rather than with OSU's network connection with them, are not handled by the Library Technology Department. Assistance with these databases is handled by Laurel Kristick (7-7276).