What to do if the system(s) go down: Difference between revisions

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== Note ==
== Which system(s) are down? ==
For most MFRL forms and procedural instructions, staff should go to the P: Drive, this Wiki, or wherever appropriate for information.  Staff should not "print and store" these documents for concerns of outdated information.  However, this page should be printed (and re-printed on occasion), as it is needed but not available when the systems are down.
 
== Procedure ==
===Determine which system(s) are down===


Is '''Sirsi''' Down?  Verify by one or more:
Is '''Sirsi''' Down?  Verify by one or more:
*Checking WorkFlows on multiple staff computers
*Checking WorkFlows on two or more staff computers
*Look at PCRes console on Circ02.  The dot at the bottom right of the window indicates PCRes-Sirsi connection status (Green or Red)
**What error message is displayed?
*If you try to start WorkFlows , what error message is displayed?
***“''Failed Communications''”, “''Too many attempts''”, and some other messages may be result of other Sirsi, non-network problems. If there are no other network issues, this error may resolve itself in ten to fifteen minutes.
**“''Failed Communications''” may be result of other Sirsi, non-network problems; you may be able to connect to Sirsi after a ten minute wait
*Look at self-checkout and see if it is down.


Is the '''internet''' down?
Is the '''internet''' down?
*Can you get to a common, non-MFRL page like www.wdbj7.com?
*Can you get to a non-MFRL website?
*Are patrons rioting in the streets?


Are the '''network drives''' available?
Are the '''network drives''' available?
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Are the '''phones''' down?
Are the '''phones''' down?
*Can you make a call?
**''Reminder'': all branches have a standard, non-network phone connected to the fax machine.  This is for emergency use only if the network phones are down.  They are to be used to call IT, Management, and 911 only.  Do not call patrons from this phone.


Are '''other branches''' also down?
Are '''other branches''' also down?
*If after M-F 9-5, please check other branches  
*If after M-F 9-5, please check other branches
 
'''Printing Issues'''
*If the issue is with Princh, try [[Princh|these troubleshooting steps.]]


===Contact MFRL-IT===
==Contacting MFRL-IT==
Call the Systems Administrator at extension 111 and leave a message. This will page the System Administrator.
If possible, create a ticket with the [https://www.mfrl.org/staff/staffsupport.php?who=it MFRL-IT Ticket Submission Form]


'''Wait''' a full '''30''' minutes for a return call from the Systems Administrator.  It may take a few minutes to retrieve the message, he may be talking to another branch, etc.  If no return call, dial the Computer Technology Specialist at extension 113 and leave a message.
If the downage prevents you from using the IT Ticket Form, call the Systems Administrator at extension 111 and ''leave a message'' if no answer.
 
'''Wait''' a full '''15''' minutes for a return call from the Systems Administrator.  If there is no return call after 15 minutes, dial the Computer Technology Specialist at extension 113 and leave a message.


==Performing Functions While Systems are Down==
==Performing Functions While Systems are Down==
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'''Phones''' - The Systems Administrator may transfer a downed branch's phones to another branch.  The fax machine phone is for emergency use only (contacting supervisors is OK).  Do not call patrons from the fax machine phone.
'''Phones''' - The Systems Administrator may transfer a downed branch's phones to another branch.  The fax machine phone is for emergency use only (contacting supervisors is OK).  Do not call patrons from the fax machine phone.
==When ''Not'' to call MFRL-IT==
A single malfunctioning computer is not a reason to call MFRL-IT.  However, creating an [https://www.mfrl.org/staff/staffsupport.php?who=it IT Ticket] is permissible at any time.
== Note ==
For most MFRL forms and procedural instructions, staff should go to the P: Drive, this Wiki, or wherever appropriate for information.  Staff should not "print and store" these documents for concerns of outdated information. 
However, this page should be printed (and re-printed on occasion), as it may be needed but not available when the systems are down.

Latest revision as of 05:35, 9 May 2025

Which system(s) are down?

Is Sirsi Down? Verify by one or more:

  • Checking WorkFlows on two or more staff computers
    • What error message is displayed?
      • “Failed Communications”, “Too many attempts”, and some other messages may be result of other Sirsi, non-network problems. If there are no other network issues, this error may resolve itself in ten to fifteen minutes.
  • Look at self-checkout and see if it is down.

Is the internet down?

  • Can you get to a non-MFRL website?

Are the network drives available?

  • Check ability to navigate the P Drive

Are the phones down?

Are other branches also down?

  • If after M-F 9-5, please check other branches

Printing Issues

Contacting MFRL-IT

If possible, create a ticket with the MFRL-IT Ticket Submission Form

If the downage prevents you from using the IT Ticket Form, call the Systems Administrator at extension 111 and leave a message if no answer.

Wait a full 15 minutes for a return call from the Systems Administrator. If there is no return call after 15 minutes, dial the Computer Technology Specialist at extension 113 and leave a message.

Performing Functions While Systems are Down

WorkFlows - Use WorkFlows Offline mode.

Public Computers - If PCRes can't access Sirsi, then it can not validate patrons' logins. Issue Guest Passes.

Phones - The Systems Administrator may transfer a downed branch's phones to another branch. The fax machine phone is for emergency use only (contacting supervisors is OK). Do not call patrons from the fax machine phone.

When Not to call MFRL-IT

A single malfunctioning computer is not a reason to call MFRL-IT. However, creating an IT Ticket is permissible at any time.

Note

For most MFRL forms and procedural instructions, staff should go to the P: Drive, this Wiki, or wherever appropriate for information. Staff should not "print and store" these documents for concerns of outdated information.

However, this page should be printed (and re-printed on occasion), as it may be needed but not available when the systems are down.

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