SirsiDynix Symphony Support

Please follow these steps when SirsiDynix Symphony functions have stopped working.  Symphony modules that may be affected include Circulation, Workflows [staff side of catalog], or IUCAT [public catalog] or a combination of all or some.

When a problem occurs in the library with any module of Symphony call other staff to determine the extent of the problem (weekend students see below).  Is circulation down?  Is Workflows down?  Is IUCAT down?  Because of the architecture of the SIRSI system some modules may continue to work while others do not.  Also determine how many workstations are affected.  It is also helpful to know whether any internet access is available.  To check internet access try opening and logging into One.iu.edu

Tier I contact–Contact Technical Services Librarian (x9437), or in their absence, personnel at the reference desk (x9521).  Provide information pertaining to what does not work.  Circulation students should contact the Access Services Supervisor (if available) who in turn will contact the Tier I support.

The tier I contact should check the UITS Help Online webpage (http://itnotices.iu.edu/ ) to determine if a problem has been reported if a network connection can be made.

If  Tier I contact sees no information on the UITS help page pertaining to Sirsi problems a phone call will be made to the IU Kokomo UITS Help Desk (x9315)  The information that needs to be provided includes Sirsi modules not working as well as the severity level of the problem.  (i.e. all workstations vs. one workstation)   Kokomo UITS will determine if it is a local problem (i.e. access or network problems to this campus) and let the contact know.  If it is not a local problem Tier I support will initiate an urgent email to the IU Kokomo UITS Help Desk (kohelp@iuk.edu).  The email should be written in a manner that the body of the email can be forwarded as a Footprints request.  It is imperative that the words SirsiDynix Symphony appears in the email and states the problem modules as well as the severity along with contact information ( name, campus, phone number and email) of the person in the library initiating the request. Also include in the email whether or not one.iu can be accessed.

Upon receipt of the urgent email the Help Desk will submit a problem tracking ticket into Footprints.   The library contact person who initiates the email  may be called for additional information.  The contact will also receive an email when the problem has been resolved.

Weekend Students (or whenever library staff or the IU Kokomo Help Desk is unavailable)

Students should dial x9315 (IU Kokomo UITS Help Desk).  After several rings the call will be switched to Bloomington. [If that fails dial Bloomington help desk directly at 812-855-6789.]  Press the option for windows based problems.  The Bloomington help desk will answer.  Identify the campus you are calling from and the Library SirsiDynix Symphony problem you have encountered (ex:  circulation is not working on all three circulation terminals for the last 15 minutes at Kokomo but other functions on the terminal work such as Firefox, or Chrome).  Also identify whether or not one.iu can be accessed.  Students should leave a message for the Access Services Supervisor whenever the system fails over the weekend.