What these Procedures Cover

• all CUL systems and computer equipment, including PCs, terminals, printers and other peripherals

• applies only to systems and services that previously worked correctly and have subsequently broken or malfunctioned

Submit requests for new hardware, software, reconfiguration, enhancements, functionality, etc. to the Library Systems Office (LSO) via the Division Director on a Request for New LSO Support Form.

Procedures

1. Routine (Non-Urgent) Problems
   1. Make sure that all documented troubleshooting procedures have been been followed BEFORE reporting the problem.
      • CLIO Troubleshooting Procedures
      • Other Troubleshooting Procedures [to come]

   2. Report a non-urgent problem using the Problem Reporting Form.

   3. If you do not have access to a Web browser at the time you need to report a problem, send email to lso-help@columbia.edu.

   4. If email is not available, call the LSO Help Desk at 854-4969.

   5. In your message, include the following:
      • your name
      • your location (building and room number)
      • your phone number
      • the terminal ID, if applicable
      • a description of the problem
      • the actions you have taken to solve the problem

2. Urgent Problems on Weekdays
   1. Make sure that all documented troubleshooting procedures have been been followed BEFORE reporting the problem.
      • CLIO Troubleshooting Procedures
      • Other Troubleshooting Procedures [to come]

   2. Report an urgent problem to the LSO Help Desk at 854-4969.

   3. Also report the problem using the Problem Reporting Form, to ensure that the problem is recorded and tracked.

3. Urgent Problems on Evenings & Weekends

   1. Make sure that all documented troubleshooting procedures have been been followed BEFORE reporting the problem.
      • CLIO Troubleshooting Procedures
      • Other Troubleshooting Procedures [to come]

   2. After 5:00 p.m. on Monday through Friday, and on weekends & holidays, if you call the LSO Help Desk, your call will be forwarded to a Pagemail Pager.

   3. Between 12:00 midnight and 8:00 a.m. there is no support for problems, not even via Pagemail. If a problem occurs during these hours, report it after 8:00 a.m.

   4. Reporting Problems to Pagemail

      Pagemail is similar to a telephone answering service; it will instruct you to leave a voice message. Your call will be returned by an LSO staff person as soon as possible.

      1. Dial the phone number of the LSO Help Desk: 854-4969.

      2. You will hear a 15-second recorded announcement.

      3. After the tone, you will have 30 seconds in which to say the following:
         • your name
         • your location (building and room number)
         • your phone number
         • the terminal ID, if applicable
         • a description of the problem

      4. As soon as you hang up:
         1. The Pagemail system will "beep" the Pager.

            NOTE: Even if you do not leave a message, the Pagemail system will still "beep" the Pager.

         2. The staff person monitoring the Pager will dial in to hear your message and will then contact you directly by phone.

      5. If no response AFTER 15 MINUTES, call the LSO Help Desk again and repeat the steps above.

      6. If no response AFTER ANOTHER 15 MINUTES, call the Pager directly: 917-356-8134

      7. If no response AFTER ANOTHER 15 MINUTES, call an LSO staff person at home.

   ---

   Phone Numbers

   Call the home phone numbers of LSO staff for urgent problems on evenings and weekends ONLY IF THERE IS NO RESPONSE to any of the following phone numbers:

   Library Systems Office	(212) 854-7617
   LSO Help Desk	(212) 854-4969
   LSO Pager	(917) 356-8134

   LSO STAFF HOME PHONE NUMBERS
   Rob Castro	(973) 893-6746
   Jim Williams	(212) 663-7388
   Gary Bertchume	(212) 666-8457
   Breck Witte	(212) 666-2486

   
   
   

   Last revision: 03/26/02 © Columbia University Libraries