Chapter 4. Sitka’s Evergreen Support

Table of Contents

How to Contact Support
Guidelines for Support Requests
RT Self Service

The Co-op Support team strives to respond to new requests within 24 hours, excluding weekends. To manage requests (also referred to as tickets) the Support team uses ticket tracking software called Request Tracker (RT).

How to Contact Support

There are four ways to contact Co-op Support for regular Evergreen support:

  1. Request Tracker Interface. Submit and track requests with RT Self Service. After logging in you may use the form to create new tickets, track the progress of open tickets, or review issues that have been resolved. More information can be found in the section called “RT Self Service”.
  2. Email. Send questions to the support email address. Requests submitted by email generate RT tickets and can also be viewed online by logging in to RT Self Service.
  3. Online Contact Form. Send questions to Co-op Support through the contact form on the BC Libraries Cooperative website. Requests submitted through the contact form generate RT tickets and can also be viewed online by logging in to RT Self Service.
  4. Phone. Telephone support is available 9:00 AM to 4:00 PM Pacific Time, Monday to Friday. Call our toll free number during regular hours to speak with support staff or leave a message. To protect our staff we do not accept anonymous calls so please ensure your caller ID is not blocked.

The Co-op Support toll free number can be found on the Sitka Support page. This information is also given to libraries during migration.

Emergency Support

Emergency support is available outside of regular support hours. If you are unable to connect to the Evergreen server, your LibPress site is down, or patron authentication via SIP or PatronAPI is down call our toll free support number and select option 9 to connect to an on-call tech.

You can check on the status of Co-op supported services at: http://status.libraries.coop/

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