Reference:COMPUTER PROBLEMS

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PROCEDURES FOR INFOSYS HELP

Also see http://lfolks.sdsu.edu/ist/desk.shtml

Routine Service Requests

These are situations where one database or machine or even only one cluster is down.

Fill out the InfoSys Service Request form. (see http://lfolks.sdsu.edu/ist/requests.shtml for an electronic version) Put in the mailslot in Reference Office that is labeled for these. These will be processed by Josie Acevedo.

Remote Patrons

Determine first if the patron is a member of the SDSU community.

Is the patron getting a message about their record not being valid or not being found? Refer to Circulation: 594-6793

Is the patron having trouble connecting in general?

Refer to Student Computing Center: 594-3189 or problems@rohan.sdsu.edu

Is the patron having trouble getting into one database only? (Check to see if we are having this problem also).

Refer to InfoSys Service Desk: 594-6753. You may transfer the patron or you may call instead. If a Library person calls, InfoSys Service Desk would need the patrons' info, such as name, RED ID, phone# or email address so they can respond directly to the patron. (Also see Troubleshooting Remote Database Access)

Other problems or when the problem cannot be determined:

Refer to InfoSys Service Desk: 594-6753

Emergency Requests

These are only for situations where all the computers are not working or are not booting up.

  • Call InfoSys Service Desk directly at x46753.
  • Fill out the InfoSys Service Request form.
  • Give form directly to Josie (or Anne if Josie is not here). If neither is here, put form in box as above.
  • In an emergency after hours or on weekends, call Circulation who will in turn call management to authorize a technician.


Be sure to put an “out of order” sign on a machine if it is not working. This will indicate that you have called it in.

Infosys recommendations for troubleshooting computer problems: http://lfolkswiki.sdsu.edu/index.php/IDT and click on Public Desk Report. Also see:

InfoSys Feedback: http://lfolks.sdsu.edu/forms/istforms/feedback.shtml

See also Database Problems and Remote Access Troubleshooting


3/09

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