1. 1 SFX TotalCare: KB Updates and Basic Troubleshooting

2. 2 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

3. 3 Agenda KnowledgeBase (KB) Updates Basic Troubleshooting For Your Information SFX Exports & Collection Analysis Options System Admin Information Summary & Additional Resources

4. 4 How To… Review KB Update release notes Troubleshoot errors Log a support case Objectives

5. 5 Agenda KnowledgeBase (KB) Updates Basic Troubleshooting For Your Information SFX Exports & Collection Analysis Options System Admin Information Summary & Additional Resources

6. 6 KB Updates Consists of software and database updates Updates weekly – on Tuesdays ExLibris runs on server for you

7. 7 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/

8. 8 Agenda KnowledgeBase (KB) Updates Basic Troubleshooting For Your Information SFX Exports & Collection Analysis Options System Admin Information Summary & Additional Resources

9. 9 Source OpenURL SFX Context Object Services Thresholds SFX Menu Target URL Target Link Resolution Process

10. 10 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

11. 11 How to see the OpenURL

12. 12 Example OpenURL

13. 13 What you see: No Link Don’t we get this from EBSCO, too?

14. 14 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

15. 15 What you see: Link is broken

16. 16 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

17. 17 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

18. 18 Troubleshooting: Support Portal Access Support Portal from Customer Center: http://www.customercenter.exlibrisgroup.com http://www.customercenter.exlibrisgroup.com Or directly via: http://support.exlibrisgroup.comhttp://support.exlibrisgroup.com

19. 19 Troubleshooting: Support Articles In Support Portal, click Articles tab to search for articles on a particular topic or issue

20. 20 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

21. 21 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 NameLondon’s Book Fair 2011: Books that Made a Splash Journal NamePublisher’s Weekly ISBN/ISSN0000-0019 Date of the object’s publication5/24/2011 Vendor/Provider NameProQuest Your coverage of the publication1999-current OpenURLshttp://sfxhosted.exlibrisgroup.com/sfx?ctx_ver=Z39.88- 2004&ctx_enc=info:ofi/enc:UTF-8... URL of SFX Menuhttp://sfxhosted.exlibrisgroup.com/sfx?ctx_ver=Z39.88- 2004&ctx_enc=info:ofi/enc:UTF-8...

22. 22 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

23. 23 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/ http://www.customercenter.exlibrisgroup.com/

24. 24 Agenda KnowledgeBase (KB) Updates Basic Troubleshooting For Your Information SFX Exports & Collection Analysis Options System Admin Information Summary & Additional Resources

25. 25 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

26. 26 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

27. 27 Collection Tool Example Report

28. 28 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

29. 29 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

30. 30 Agenda KnowledgeBase (KB) Updates Basic Troubleshooting For Your Information SFX Exports & Collection Analysis Options System Admin Information Summary & Additional Resources

31. 31 How To… Review KB Update release notes Troubleshoot errors Log a support case Summary

32. 32 Additional Resources Accessible from Documentation Center: (http://www.customercenter.exlibrisgroup.com/)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