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Reference: Who to call?

Guides for Troubleshooting the Technology used in the library.

Information Technology (IT)- x6636

  • Is the printing/ copying system not working? Every person who tries to print gets the same error, usually about not being able to connect to the system, and they're getting the same error at both printers and the copy machine? Call IT and double-check the status of the Pharos printing/ copying system.
  • Is the Internet not working all through the library, at all the kiosks, at all the ILC PCs, office PCs? Call IT.
  • Generally, for network problems that affect all the workstations, call IT.
  • For problems with individual terminals or PCs, contact library IT staff (tech tutors, Jason, Kate).
  • Call the computer lab (x6523) for additional information, as they also use Pharos and often, if our printing/copying isn't working, neither is theirs.
     

Facilities- x4488

  • Too hot or cold?
  • Dirty bathrooms, floors or anything needs cleaning?
  • Lights need new bulbs?
  • Rodents or other pests?
  • Call the number for emergencies, but also submit a work order online- http://hosarchibus1/webwr/

Public Safety- x6888

  • Lost keys? Need to get into a room (including study rooms, closets, offices, etc)?
  • Need help with library users in conflict?
  • Lost, found or stolen items?
  • Need to call the officer in the lobby of the A building (maybe a guest needs to access the building)? Call x3901.

OLS- submit a ticket

If an OLS hosted library service is not working (for example, aleph), you can create a support ticket (work order) to report a service interruption/down system. Just send an email to service.desk@cuny and cc: aleph-team@cuny.edu

The subject of your email should contain three parts:

  1. The unavailable OLS service/system (e.g., Aleph, OneSearch, Academic Works, etc.).
  2. Your two-letter OWN code or library name (HO or Hostos).
  3. A brief summary of your problem, with screenshots and/or the exact text of error message if there is one.

Here’s an example.

****************************************************************************************************************************************

To: service.desk@cuny.edu

Cc: aleph-team@cuny.edu

Subject: Aleph: LE - Staff (GUI) Clients not Connecting to Server

Service Desk,

We’re unable to connect to Aleph from the Circulation Desk here at Lehman Library. We’re getting a “connection refused” error message. The PC is connecting to the Internet, however as we’re able to view the library web pages and the Aleph OPAC.

Thank you,

Lenny L.