Library Information Technology Services
Reporting Problems
To help us provide prompt and efficient resolutons for technology-related problems,
we ask that library staff communicate their requests to Library Information Technology
Services according to the following guidelines:
Please use the Request Management System for reporting
problems or making requests whenever possible. This helps us manage requests
more efficiently and allows us to communicate more quickly with you about your
request.
You may also use Pegasus Mail to submit problems or requests
(note that this mailbox is checked twice each business day):
- Address your message to
NetFix rather than to any
of the individual members of the group. Using this generic address
allows us to more carefully manage our pending requests and to respond
more efficiently.
- Describe the problem or request as completely as possible.
- Indicate the time by which you need the problem resolved and its relative
priority from your perspective. Let us know if the problem prevents you from
performing your work.
If you need to phone in a problem or request, please call the LITS number (2-7073)
first rather than any of the individual members of the group. The person answering
that number should be able to gather the relevant information about the problem
and notify the LITS team member who can respond most promptly. If you are unable
to get a satisfactory response at this number, call or page any of the team members
directly.
Call the main Library Information Technology Services office number (2-7073)
to report any major failure. Please call if any part of the network fails completely,
if any server is down, if Acorn appears to be down, or for other problems that
have a major impact on the library’s services to patrons or that cause major
interruptions to the work of library staff.
Any library staff member can report routine problems via the Request Management
System, NetFix mailbox, or by phone. We ask for widespread problems that the
Technology Support Coordinators place a single report rather than having multiple
staff report the single incident.
Last updated Oct. 17, 2001.
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