1 sfx totalcare: kb updates and basic troubleshooting

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SFX TotalCare:

KB Updates and Basic Troubleshooting

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Copyright Statement

All of the information and material inclusive of text, images, logos, product names is either the property of, or used with permission by Ex Libris Ltd. The information may not be distributed, modified, displayed, reproduced – in whole or in part – without the prior written permission of Ex Libris Ltd.

TRADEMARKS Ex Libris, the Ex Libris logo, Aleph, Alma, SFX, SFXIT, MetaLib, DigiTool, Verde, Primo, Voyager, MetaSearch, MetaIndex and other Ex Libris products and services referenced herein are trademarks of Ex Libris, and may be registered in certain jurisdictions. All other product names, company names, marks and logos referenced may be trademarks of their respective owners.

DISCLAIMER The information contained in this document is compiled from various sources and provided on an "AS IS" basis for general information purposes only without any representations, conditions or warranties whether express or implied, including any implied warranties of satisfactory quality, completeness, accuracy or fitness for a particular purpose.

Ex Libris, its subsidiaries and related corporations ("Ex Libris Group") disclaim any and all liability for all use of this information, including losses, damages, claims or expenses any person may incur as a result of the use of this information, even if advised of the possibility of such loss or damage.

© Ex Libris Ltd., 2014

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Agenda

• KnowledgeBase (KB) Updates

• Basic Troubleshooting

• For Your Information

SFX Exports & Collection Analysis Options

System Admin Information

• Summary & Additional Resources

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How To…Review KB Update release notes

Troubleshoot errorsLog a support case

Objectives

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Agenda







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KB Updates

• Consists of software and database updates

• Updates weekly – on Tuesdays

• ExLibris runs on server for you

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KB Update Release Notes

• Review weekly release notes

Resources you want to activate

Resources that were deleted

• Access from ExLibris Documentation Center

http://www.customercenter.exlibrisgroup.com/

Path: SFX > Technical Documentation > Release

Notes > Version 4

• Weekly updates announced on SFX-L

http://el-una.org/mailing-lists/sfx-mailing-lists/

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Agenda







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OpenURL

Services

Target

Thresholds

SFX Menu

Target URL

Source

SFX

Context Object

Link Resolution Process

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What is OpenURL?

• OpenURL

A standard type of URL that contains resource

metadata designed to support linking from

information resources (e.g. bibliographic record) to

library services (e.g. full-text information)

• NISO Standard

• Source and Target links are OpenURLs

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How to see the OpenURL

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Example OpenURL

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What you see: No Link

Don’t we get this from EBSCO, too?

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Why you don’t see it & what to do

• Article not available on vendor’s site

Check vendor site

• Threshold filtering it out

Check publication details in A-Z list and/or search for

object in SFX Admin Lite; update thresholds as

needed

• Target / service / object not active

Search for object in Admin Lite. If target or service

levels not active, contact Support

• Submit support case as needed

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What you see: Link is broken

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Why it’s broken & what to do

• Vendor site down or article not available on

vendor’s site

Check vendor site

• Linking parameters configured incorrectly

Contact Support to confirm that your linking

parameters are correct

• OpenURL incorrect or incomplete

Review data in OpenURL and use that data to search

in vendor site to see if it’s correct/incorrect

Log support case as needed

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Report Broken Link

• Displays in SFX menu for full text, abstract,

and table of contents services - if Go button

or target link is clicked

• Reports broken target links to Ex Libris and to

another e‐mail address you prefer

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Troubleshooting: Support Portal

• Access Support Portal from Customer Center: http://www.customercenter.exlibrisgroup.com

Or directly via: http://support.exlibrisgroup.com

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Troubleshooting: Support Articles

• In Support Portal, click Articles tab to

search for articles on a particular topic or

issue

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Troubleshooting: Reporting Issues

• Steps to reproduce

• Expected behavior vs. what’s happening

• Article Name (if applicable)

• Journal/Book Name (if applicable)

• ISSN/ISBN (if applicable)

• Date of the object’s publication

• Vendor/Provider Names of Source and Target

• Your coverage of the publication (check A-Z List)

• OpenURLs of the Source and Target (if applicable)

• URL of the SFX Menu

• Screenshots of the SFX Menu & Error Message

PC - PrtSc + paste into Paint; Mac Command Shift 3

• Include 1 issue per support case

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Troubleshooting: Reporting Issues

Steps to reproduce • Log in to URL here

• Search for search term

• Go to the identified record result and click ‘View Online’

• Select the ProQuest result in the SFX Menu

Expected behavior vs what’s happening

I expect to be brought to the full text in ProQuest, but it’s not available

Article Name London’s Book Fair 2011: Books that Made a Splash

Journal Name Publisher’s Weekly

ISBN/ISSN 0000-0019

Date of the object’s publication 5/24/2011

Vendor/Provider Name ProQuest

Your coverage of the publication 1999-current

OpenURLs http://sfxhosted.exlibrisgroup.com/sfx?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8...

URL of SFX Menu http://sfxhosted.exlibrisgroup.com/sfx?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8...

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Requests for New Targets

• Support Portal - KB Items: Customer

requests for new targets and target services

Click on “Promote” to vote “me too” for the target.

• If not in KB Items list, submit support case

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Monitor System Status

• Check SFX system status using Ex Libris’ Cloud

Systems Status page

• Provides latest information on the availability of

hosted Ex Libris instances

• Access Cloud Systems Status via Customer Center http://www.customercenter.exlibrisgroup.com/

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Agenda







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SFX Exports

• Export information from SFX database

e.g., all active targets; list of objects & thresholds

• Use for:

Gaining knowledge about electronic journal collection

Exporting data to Primo, Primo Central, Google

Scholar

• Formats: Tab-delimited .txt file,

GoogleScholar, XML, and more

• Log support case to request an export

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Collection Analysis

• Collection Tool allows comparison of full

text titles available in different packages or

sets of packages

Determine the level of overlap in the packages to

which you subscribe, or check whether your

holdings are incomplete

Fine‐tune your subscriptions to meet your institution’s

needs

• Log support case, indicating packages you

want to compare

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Collection Tool Example Report

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System Admin: Backup & Recovery

Ex Libris performs backups and recovery for

TotalCare customers

•Backup includes

SFX files

MySQL hot-copy dump of database files

•Daily; no downtime required

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System Admin: Security

• Support for SSL

• Restricting Access to SFX Admin Lite

• Restricting Access to SFX Menus

• Session Timeout in SFX Admin Lite

• XSS Cross-Site Scripting Security Breach

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Agenda







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How To…Review KB Update release notes

Troubleshoot errorsLog a support case

Summary

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Additional Resources

Accessible from Documentation Center:

(http://www.customercenter.exlibrisgroup.com/)

Path: SFX > Technical Documentation

General User’s Guide

Advanced User’s Guide

SFX Source Configuration Guide

SFX Target Configuration Guide

SFX System Administration Guide

Path: Cross Product > Support

Support Portal Documentation

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