OWLSnet :: Who to call for help (NFLS)

Updated: January 24, 2011

Info To Go: Who to Call for Help

Technical support provided to NFLS member libraries. OWLS member libraries should refer to the OWLS Who to Call list.

NOTE: If you have a question related to InfoSoup or Millennium, you can email it to the OWLSnet Help list.

Issue	Contact	Notes
Deep Freeze	NFLS office	NFLS office staff assist with installation and use
eScan	NFLS office	NFLS office staff assist with installation and use

Issue	Contact	Notes
Ancestry/HeritageQuest	Evan	Report problems with these databases to Evan
FirstSearch	Evan	Report problems with FirstSearch to Evan
Gale databases	Evan	Report problems with the Gale Group databases to Evan
NetLibrary	Evan	Report problems with NetLibrary to Evan

Issue	Contact	Notes
accounts & passwords	Patty	See Email Services
client software	NFLS office	Contact NFLS office for software installation or troubleshooting
training	NFLS office	NFLS office staff can provide training in using client software and email effectively
email is down	Dave	Call Dave if email is not working for anyone at your library

Issue	Contact	Notes
cataloging	Cataloging Dept.	Email OWLSnet Help list with any cataloging or database questions or call cataloging staff at APL
circulation	Laura	Support available for holds, circulation, and patron accounting
closed days	Patty	Notify OWLS with any closed days
custom reports	Laura	Patty can provide statistical, weeding, or patron reports
inventory	Patty	Equipment, software, training and report generation available
locked records	Patty, Laura	Gerri can also unlock records
offline circulation	Patty, Laura	Gerri can also provide support for offline circulation (D-Circ)
on-site training	Laura Evan	Laura can provide circulation training Evan can provide InfoSoup training
patron registration	Laura	Our focus is on maintaining systemwide consistency and standards
standard reports or notices	Patty	Reports are generated by OWLS and emailed by OWLS
supplies/barcodes		See Order OWLSnet Supplies for more information
InfoSoup web opac	Gerri	Evan can also help with InfoSoup questions

Issue	Contact	Notes
barcode scanner orders	Julie	See Order OWLSnet Supplies
receipt printer orders	Julie	See Order OWLSnet Supplies
troubleshooting and repair	NFLS office	Dave can assist if no one at the NFLS office is available
installation	NFLS office	NFLS office will arrange for the installation of peripherals; Dave can assist if no one at the NFLS office is available

Issue	Contact	Notes
troubleshooting	Dave	Contact Dave if you can't connect to OWLSnet or the Internet
data circuits	Dave	All questions regarding data circuits should be directed to Dave
network hardware	Dave	OWLSnet maintains routers, hubs, and terminal servers
new connections	NFLS office	Policy requires that OWLS or NFLS approve any new connections
cabling	NFLS office	Libraries are responsible; contact NFLS office for specifications

Issue	Contact	Notes
OWLSnet online directory	Patty Evan	Contact Patty if your information needs to be updated Contact Evan to troubleshoot problems
restricted catalog workstations	NFLS office	Contact NFLS office for assistance with workstations using proxy and ini files