Systems | Library | University of Waterloo

TRELLIS Systems Support

Role of Systems Staff in TRELLIS support

The Library Systems Department of the University of Waterloo provides regular- and emergency- support services for all TRELLIS modules, including Acquisitions, Cataloguing, Circulation, Ascii OPAC and WebVoyage.

Regular Support:

During the hours of 8:00am to 11:30 am, and 1:00 pm to 4:00 pm the Library Help Desk (ext. 2405) should be called for problems encountered with non-emergency access and use of the TRELLIS modules. Non-emergency after-hours calls can be left on the Help Desk voice-mail.

Please note that problems that involve questions of department policy and procedure should be directed to a staff member's supervisor or department head. Similarly bug reports should also be reported to the supervisor and/or department head.

Problems that should be called to the Library Help desk are:

no access to the module from individual PCs
hardware failure (PCs,printers, barcode readers, etc)
queries about general use of TRELLIS with other software (Windows, Snagit, etc)

EMERGENCY SUPPORT

Emergency problems that should be called in are:

complete loss of a TRELLIS module to all UW Libraries, St Jerome's University, Conrad Grebel College, Renison College, Optometry Learning Resource Centre, TRACE and Career Resources.
loss of one or more TRELLIS modules to any large group of workstations (per library, floor, or per heavy-traffic location)
anything which indicates major malfunction with an online that is repeatable at other stations

Staff should contact the Library Help Desk at x2405 during the hours described above; if they receive voice mail or it is outside Library Help Desk hours they should phone extension x6913 in Davis User Services, briefly identify themselves and the emergency, and request that Systems be called.

After hours and on weekends Davis User Services will consult a list of home phone numbers for Systems Staff and proceed down the list until a contact is made. If no contact is made a call will be placed with the IST Help Desk.

The Role of the Library Help Desk for emergency and non-emergency problems

The Library Help Desk should receive and record the problem. The Help Desk staff should attempt to resolve the problem. If not possible, the problem should be forwarded to a Library TRELLIS Specialist for resolution. These are:

Library-Systems TRELLIS Specialists

Category	Specialists
General	Charles, Linda, Gail
Circulation	Gail, Linda
Acquisitions	Gail, Linda
Web/Ascii Opac	Charles, Bill
Cataloguing	Charles, Linda
Reporter	Charles, Gail
Sysadmin	Charles, Linda
Networking/Software Distribution	Carl, Wolf

The Library Help Desk and TRELLIS specialists will attempt to identify and resolve the problem.

Contacting Our TUG partners

The Library Help Desk staff and Library TRELLIS Specialists should contact TUG partners to confirm/explore problems BEFORE contacting the IST Help
Desk or the Endeavor Support Desk. These are:

Department	Waterloo	Laurier (speed call 01)	Guelph (speed call 03)
Systems	Help Desk, ext. 2405	Don Hamilton, ext 3336	George Loney, ext 52082
		Blanka Burgos, ext 3410	Bill Halahan, ext 52085
Cataloguing	Betty Graf, ext. 6584	Matt Tales, 3839	Linda Day, ext. 54931
Acquisitions	Debbie Tytko, ext. 3918	Linda Cracknell, ext. 3303	Linda DaMaren, ext. 53623
Circulation	Alex McCulloch, ext. 5326	Vera Fesnak, ext 3413	Donna Sartori, ext. 52301
OPAC	Dan Sich, ext. 3214	John McCallum, ext. 3951	Lorna Rourke, ext 52319
Circ Desks	Porter 5544, Davis 6913	WLU Circ, ext. 3414	UG Circ, ext. 53566
Reference Desks	Porter 5763, Davis 5766	WLU Ref, ext. 3332	UG Ref, ext 52092, 58535

"System-Availability" Calling Routines

If the TRELLIS Modules go down or up staff at all TUG instititutions should be notified. See the memo "TRELLIS Calling Routines" for the sequence of numbers to call to notify UW Departments, UG and WLU about the availability of TRELLIS onlines. During the Library Help Desk hours it is the duty of the Help Desk person to complete these calls.

The IST Help Desk

If assistance is required from IST during working hours (8-5, M-F) the IST Help Desk should be called at ext.4357 or a written request filed via request@ist.uwaterloo.ca. If possible please contact a Library TRELLIS specialist before contacting IST. Please also note that you should file a record in the Library Help Desk System -in addition- to any record filed with IST or Endeavor.

See the URL: http://www.ist.uwaterloo.ca/isthome/istproblem.htm for a description of IST Help Desk Services.

Please emphasize that it is an emergency when appropriate. If assistance is required from IST for an emergency occuring after 5pm or on weekends the IST Help Desk should be contacted. IST OnCall staff periodically check the desk and follow-up on messages left on voice-mail.

If a timely response is not received from the IST help desk, Library TRELLIS specialists (Gail, Charles, Linda) can attempt to call IST TRELLIS specialists during the working day:

Name	Extension	Role
Bruce Lennox	3274	Unix specialist
Doug Britnell	6613	Oracle specialist
Mike Borkowski	4011	Project specialist
Martin Timmerman	3403	IST TOMG Rep.

The Endeavor Customer Support Desk

If assistance is required from Endeavor Customer Services please contact 1-877-445-5693 6am to 10pm Monday to Friday. If possible try to contact a Library TRELLIS Specialist before recording a call with either IST or Endeavor. Email can also be sent to the support desk at: support@endinfosys.com

In either case the Endeavor Support Desk should return a number ticket and an assignation of priority from Priority I to Priority IV. Again, please emphasize that it is an emergency when appropriate.

August 9, 2005