Information and Digital Technologies (IDT)
After Hours/Weekend Service

Unit personnel
To obtain After Hours/Weekend Services for Critical Situations, Unit personnel will do the following:

1. First try the steps in the following (appropriate for the situation) documents:
   
   • Troubleshooting WYSE terminals
   • Hardware Tips for Common Personal Computer, and Printer Failures
   • System Failure Checklist

2. If the problem still exists, call the Circulation Desk Supervisor at 46793 to log the problem and the severity of the problem (workstation cluster down, system failure, or network failure).
   

3. Once the problem is logged, Unit personnel will implement their divisional system failure procedures (I.E. put signs on the down equipment, etc.).
   

Circulation Desk Supervisor

1. Will record the following information in a central log:
   
   • Date and Time of Request
   • Requester Name and Phone
   • Description of the Service Request/Problem (Be sure to note the database that was attempted, if any) If a cluster of workstations is down, the Cluster ID (i.e. if your area has only 1 cluster, then Cluster ID is blank; if your area has several clusters, then check your Unit's Public Hardware Report for the appropriate Cluster ID) of the down cluster
     

     This central log will help the Circulation Desk Supervisor determine if more than a single workstation is down (I.E. all PACs, all InfoDome workstations). The log will also assist Information Systems and Technology staff with troubleshooting the workstation cluster down, or Library system or network failure problems.

   • If the problem is affecting a cluster of workstations or one of the following Library systems/campus areas:
     • ECR Server
     • ILL Document Delivery
     • InfoDome/Libweb Server
     • Lib Instruction Classrooms
     • LibProxy Server
     • Netware File Servers (i.e. Arwen, Palm, Twig, Teak, etc.)
     • Network (ON/OFF Campus)
     • PAC Server, Circuit, Link+
     • Public Computers
     • Remote Access (ON/OFF Campus) to Library
     • ROHAN/Academic Unix system
     • SDSUCard Services
     • Student Computing Center

     has gone down, the Circulation Desk Supervisor will then call Management via the After Hours/Weekend phone tree. Management will review the log information, assess the problem and either provide the assistance, or page the appropriate Information and Digital Technologies staff member for the required assistance.
     

   • If the problem is a network failure, the Circulation Desk Supervisor will then provide information to Unit personnel on any recent TNS Alerts about the network.
     

   • If the problem is Blackboard failure, the Circulation Desk Supervisor will call James Frazee/Jim Julius.
     

   • If the problem is Web Portal failure, the Circulation Desk Supervisor will call John Ross.
     

2. Will contact the Unit personnel with the Solution Status (I.E. Management has been contacted, the IDT staff member will reboot the system in 15 minutes, etc.).
   

3. May contact Unit personnel with special instructions (I.E. request ERBR personnel on duty to exit the software), if requested by Management or the IDT staff member.
   

4. Will send the previous After Hours/Weekend Log to the InfoSys Service Desk the following morning or Monday morning (for weekend's only).