Skip to the content of the web site.

Systems Department

TRELLIS After-Hours Emergency Checklist

The TRELLIS After-Hours Checklist should be used to identify and quantify reported problems outside of the Library Help Desk hours. If a problem occurs during Help Desk hours (M-F 8:00-11:30am; 1:00-4:00pm) reports of problems should be directed to extension 32405.

The check list below is for Library Staff (circulation, reference and attendants staff)  working with the public outside of these hours.

  1. Recording Information from User

    Please record some information from the correspondent so that the problem-investigation can begin accurately.
    • ID of Correspondnt
      • Name:
      • Contact number if possible:
      • Location:
      • Time of report:
    • Description of Problem
      • Short 1-2 line description of the problem:
      • Online(s) Involved. Circle:     Circulation        Self-charge       WebVoyage    
      • Symptoms (Circle appropriate description):
        • PC (s) hung
        • Online times out
        • Online searches fail
        • Other:
      • Commands used leading to failure:
      • Problem Repeatable?
        • at the same PC?   Y/N
        • at any PC in the area?  Y/N

  2. Investigation of Problem by Onsite Library staff

    Once the situation has been described to you please do the following checks to determine the dimension of the problem. This will assist in determining if the problem meets the definition of an emergency and how pervasive the problem is within the building, the campus or TUG.
    • attempt to repeat the problem on a PC near the PC the problem was reported on.
    • attempt to repeat the problem after a boot
    • attempt to repeat the problem on a PC on a different floor.
    • phone another library at your institution and ask that they attempt to repeat the problem in their building
    • if the problem is repeatable in the checks described above, contact TUG partners to determine if the problem is occuring in their institution:
      • WLU (884-1970):
        • Circulation, ext. 3414
        • Reference, ext. 3332
      • UG ((519) 824-4120):
        • Circulation, ext. 53566
        • Reference, ext. 52092
      • UW (888-4567):
        • Circulation, ext. 36913
        • Reference, ext. 35766 (Davis), ext. 35763 (Porter)
    Ask the appropriate staff to attempt to repeat the problem described above and determine if the problem is repeatable in their instititution. Be sure to identify yourself and give an extension that you can be contacted at.

  3. Initiate appropriate Action

    At this point you have enough information to determine if the problem should be resolved by Library Systems staff immediately or if it can wait and be resolved during normal office hours:
    • if the problem is not repeatable, OR
    • if the problem is occurring on only a handful of PCs and users have other working PCs available on the same floor,OR
    • if the problem occurs only in a location that is now closed until the next working day, OR
    • if the problem is related to a remote WEB site that is not working, or timing out, OR
    • if the problem is not occurring in the libraries at all...

    This is not an emergency. Forward the report of the incident to the Library Systems Help Desk at ext. 32405 for followup on the next working day.

    However,

    • if the problem is occuring on an entire floor or building or campus but not at other TUG institutions the problem is likely a subnet or network problem local to the libraries of the University of Waterloo OR
    • if the problem is occuring across TUG, including Laurier and Guelph,

    This is an emergency. Please call Davis User Services department at ext. 36913 and describe which system is down. They will then contact Library Systems.

    Please leave your name, extension and department and a short description of the problem. The Davis Centre staff will ask you for some information and initiate contacts with the appropriate staff. Their instructions are here.


December 18, 2008