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PALNI Communication Manual: Contacting OCLC Support

Contacting OCLC Support

  WMS
Contact Support

Phone: 1-800-848-5800 (Always feel free to call support, even if your ticket was opened via email, and especially if you are having trouble with email communication. OCLC prefers phone calls to clear up misunderstandings.

 

Email:  support@oclc.org

 ScreenShare:  OCLC is willing to screenshare to resolve problems, do not hesitate to ask to screenshare as part of the support process

 

PALNI receives weekly reports from OCLC support of all open PALNI service requests. PALNI staff are monitoring these reports for issues that need extra intervention.

You can see the status and view a list of service requests for your institution on the OCLC Online Service Center (http://www.oclc.org/servicecenter)

 

For Central Index/Remote Search: email publishing@oclc.org and CC: support@oclc.org asking for a ticket to be created.

Effective Support Ticket Wording

The most effective tickets are those that are explained using the "Use Case scenario" that OCLC developer network promotes:

  • As a [librarian]

  • I want [Y behavior]

  • So that [I can do Z]

 

"When we open the display, we expect to see Y behavior so that we can do Z, but instead we see X.  This is a problem because X doesn't allows us to do Z."

System Down

If an entire production system or module is unusable for all users, immediately call 1-800-848-5800 (24/7 hotline) (no need to first check whether other PALNI libraries are down, etc.). The support number becomes an after hours "system down" hotline, so you may want to make sure evening staff or on call supervisors have the number handy.

 

OCLC Outage Website: https://oclc.org/support/systemalerts.en.html

OCLC Twitter (reports outages): https://twitter.com/OCLC 

Support Center

Overall Product Support Site: http://www.oclc.org/support/services.en.html
WMS: https://www.oclc.org/signin/login?service=http%3A%2F%2Fwww.oclc.org%2Fsupport%2Fworldshare-management-services%2F

WorldCat Local: https://www.oclc.org/support/worldcatlocal/home

Office Hours

http://oclc.org/support/services/knowledge-base/officehours.en.html

 

http://oclc.org/support/services/discovery.en.html#officehours

PALNIHub Forums PALNI-specific OCLC Discussion
PALNIHub Document Folders WMS Folder
Product Discussion (World-wide) Sign up for Various list-servs: http://www.oclc.org/content/forms/worldwide/en/internet-subscription.html
Additional Resources

Request a Feature: (login) https://www.oclc.org/signin/login?service=http%3A%2F%2Fwww.oclc.org%2Fsupport%2Fworldshare-management-services%2Fcontactus%2Frequest-feature

PALNI Cohort Center: https://www.oclc.org/signin/login?service=http%3A%2F%2Fwww.oclc.org%2Fsupport%2Fworldshare-management-services%2Fgroups%2Fpalni-cohort

WorldCat Local Databases and Collections: http://www.oclc.org/worldcat-local/content/dblist.en.html

  ILL
Contact Support

Phone: 1-800-848-5800 (Always feel free to call support, even if your ticket was opened via email, and especially if you are having trouble with email communication. OCLC prefers phone calls to clear up misunderstandings.

 

Email:  support@oclc.org

 ScreenShare:  OCLC is willing to screenshare to resolve problems, do not hesitate to ask to screenshare as part of the support process

 

PALNI receives weekly reports from OCLC support of all open PALNI service requests. PALNI staff are monitoring these reports for issues that need extra intervention.

You can see the status and view a list of service requests for your institution on the OCLC Online Service Center (http://www.oclc.org/servicecenter)

 

For Central Index/Remote Search: email publishing@oclc.org and CC: support@oclc.org asking for a ticket to be created.

Effective Support Ticket Wording

The most effective tickets are those that are explained using the "Use Case scenario" that OCLC developer network promotes:

  • As a [librarian]

  • I want [Y behavior]

  • So that [I can do Z]

 

"When we open the display, we expect to see Y behavior so that we can do Z, but instead we see X.  This is a problem because X doesn't allows us to do Z."

System Down

If an entire production system or module is unusable for all users, immediately call 1-800-848-5800 (24/7 hotline) (no need to first check whether other PALNI libraries are down, etc.). The support number becomes an after hours "system down" hotline, so you may want to make sure evening staff or on call supervisors have the number handy.

 

OCLC Outage Website: https://oclc.org/support/systemalerts.en.html

Support Center

http://www.oclc.org/support/services/worldshare-ill.en.html

PALNIHub Forums PALNI-wide ILL forums can be found in “PALNI-specific OCLC Discussion”
Product Discussion (World-wide) http://www.oclc.org/support/services/illiad/Discussions.en.html

  Illiad
Contact Support

Phone: 1-800-848-5800 (Always feel free to call support, even if your ticket was opened via email, and especially if you are having trouble with email communication. OCLC prefers phone calls to clear up misunderstandings.

 

Email:  support@oclc.org

 ScreenShare:  OCLC is willing to screenshare to resolve problems, do not hesitate to ask to screenshare as part of the support process

 

PALNI receives weekly reports from OCLC support of all open PALNI service requests. PALNI staff are monitoring these reports for issues that need extra intervention.

You can see the status and view a list of service requests for your institution on the OCLC Online Service Center (http://www.oclc.org/servicecenter)

 

For Central Index/Remote Search: email publishing@oclc.org and CC: support@oclc.org asking for a ticket to be created.

Effective Support Ticket Wording

The most effective tickets are those that are explained using the "Use Case scenario" that OCLC developer network promotes:

  • As a [librarian]

  • I want [Y behavior]

  • So that [I can do Z]

 

"When we open the display, we expect to see Y behavior so that we can do Z, but instead we see X.  This is a problem because X doesn't allows us to do Z."

System Down

If an entire production system or module is unusable for all users, immediately call 1-800-848-5800 (24/7 hotline) (no need to first check whether other PALNI libraries are down, etc.). The support number becomes an after hours "system down" hotline, so you may want to make sure evening staff or on call supervisors have the number handy.

 

OCLC Outage Website: https://oclc.org/support/systemalerts.en.html

Support Center

http://www.oclc.org/support/services/illiad.en.html

PALNIHub Forums PALNI-wide ILL forums can be found in “PALNI-specific OCLC Discussion”
Product Discussion (World-wide) SFX-DISCUSS-L

Additional Resources Documentation Site: https://prometheus.atlas-sys.com/display/ILLiad/
  CONTENTdm
Contact Support

Contact the PALNI Digital Admin Team  (PDAT) with your questions at staff@palni.edu.  PDAT will then report any unresolved problems to OCLC.

Effective Support Ticket Wording

The most effective tickets are those that are explained using the "Use Case scenario" that OCLC developer network promotes:

  • As a [librarian]

  • I want [Y behavior]

  • So that [I can do Z]

 

"When we open the display, we expect to see Y behavior so that we can do Z, but instead we see X.  This is a problem because X doesn't allows us to do Z."

System Down

Immediately Email

Support Center

CONTENTdm User Support Center

Office Hours

Technical Office Hours: Fourth Thursday of the month, starting at 2pm Eastern

Quick Start Office Hours: CONTENTdm "quick start" office hours on the second Tuesday of odd-numbered months, starting at 3pm Eastern

PALNIHub Forums

CONTENTdm Forum Area

Institutional Repository Area

PALNIHub Document Folders CONTENTdm Folder
Product Discussion (World-wide)

No List-serv, Just Forums: http://www.contentdm.org/USC/forum/index.php

 

PALNI List-serv: paldigital@elist.palni.org

Additional Resources

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