Reaching the SCLS Help Desk
- Calling the Help Desk - The SCLS Help Desk is available as usual M-F from 8:30-5 pm. However, the number to call is now (608) 571-7243. We no longer have easy access to our Voice Mail as staff are working remotely, so the old number is no longer operational.
- Creating Help Desk tickets - The Helpdesk Portal is still the preferred way to submit tickets, but Library Staff members who are working from home without remote access to the SCLS network can submit a ticket by sending an email to helpdesk@scls.info.
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Bibliovation response time issues
2020-09-08 12:00 pm: There have been a number of ongoing reports of response time issues with bibliovation. A ticket is open with liblime.
TalkingTech unable to make long distance calls
2020-08-27 3:50 pm: We have had a number of reports of patrons not getting their phone notices. I went into the office and tested the phone lines and discovered that when our phone lines were reconnected after a mistake got them disconnected, they evidently neglected to enable long distance calling on the lines. This is being reported to AT&T. This should only affect long distance voice messages, text messages should still be received.
Talkingtech not receiving calling lists
2020-08-21 2:00 pm: The issues are still not fixed. I will be doing a manual extract of the calling lists for the missed days (Wednesday and Thursday). However these lists will still include items that may have been checked out already as I have been unable to figure out a way to automatically remove those items and it's too many entries to look up and remove manually.
2020-08-21 10:30 am: Since we don't have a fix from LibLime, today's calling list was retrieved and loaded manually. Talkingtech is making the calls now. Still working on a way to get the other calling lists with the items that have been checked out removed if possible.
2020-08-21 8:30 am; The Talkingtech server is not receiving the calling lists from Bibliovation. The lists were not received Wednesday or Thursday morning. This was reported to LibLime yesterday but they haven't reported it as fixed yet.
Email notifications have not gone out since 6/22/2020
2020-06-10:59 am: RESOLVED. LibLime has identified and resolved the problem.At 10:06 am LibLime forced the delivery of all email notifications, generated but not delivered, dated 6/23/2020 through today.
2020-06-26 8:30 am: Library staff report that email notifications (holds, overdues, etc.) have been generated but not delivered. This has been confirmed and ILS staff are working with LibLime to identify the source of the problem and resolve it as soon as possible. We are also requesting that those notices that have been generated be delivered when the problem is resolved.
Bibliovation - Holds expiring today (3/2) marked as Hold Over on Holds Awaiting Pickup report
2020-03-02 8:45 am An internal processing error seems to have s marked holds that expire TODAY as Hold Over instead of waiting until tomorrow's report. Please leave those items on the shelf today. This has been reported to Liblime and they are reviewing the problem.
LINKcat Mobile app
2020-02-06 8:00am: The LINKcat Mobile app vendor has added several fixes to the app that are designed to address the problems with accessing and using the app. If patrons continue to experience any issues with the app, have the patron clear the settings in the app (instructions below). The patron may have followed these steps in the past, but please ask them to run through clearing the settings one more time:
1. In the upper right hand corner, tap the "hamburger" or "kebab" (either three lines or three dots) and select "Clear all settings."
2. Then tap the "Clear" button to set the app back to "factory settings."
3. Then have the patron log into their account on the app again.
If patrons continue to experience problems with the LINKcat Mobile app after following the above steps, please open a SCLS Help Desk Portal ticket with the following information:
1. Type of device used (ex. iPhone 7, Samsung Galaxy s8).
2. Operating system, including version (ex. iOS 13.3, Android 8.1.0).
3. Detailed description of the problem: For example, is the patron getting an error message? If so, what is the error message and when was it received (approximate time and date)? When does the patron get the error message (ex. when logging in, searching, etc.)? If there's no error message, what happens to prevent the patron from using the app?
Other
the new SCLS website will be launching on Thursday, September 7. Content from the old site will still be available on the new site, with a new and improved look!
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