Skip to main content

API Contacts: How to Report System Downtime

When your campus library authentication service is unavailable, your users cannot use Request or My ILL Requests. Request and VDX use your campus library OPAC patron authentication service (LDAP service for UCM) to validate your patrons for Request and My ILL Requests.

When your system is unavailable due to scheduled maintenance

Your responsibilities

  1. Send a note to CDL: ResourceSharingHelp@cdlib.org with the subject line “[your campus] circulation unavailable date and time” IMMEDIATELY after the maintenance has been scheduled. For example:
    UCSC circulation unavailable Aug 26 6am to 10am
  2. Send a note to your campus Library Staff reminding them that Request and My ILL Requests will be unavailable during the maintenance.

CDL’s responsibilities

  1. Place an outage notice on your campus “Request” form and on the “My ILL Requests” sign-in page, two to three days 2-3 days before the outage is scheduled. Example notice:
    UCSC: Request and My ILL Requests will be unavailable on August 26 from 6am to 10am due to UCSC maintenance.
  2. Remove the notice on the first workday following the completion of the maintenance

When your system is unavailable due to unscheduled outage

Outages Mon – Fri, 8 am – 5 pm or that will not be resolved for an hour or more.

Your responsibilities

  1. Call the CDL Helpline (510) 987-0555 reporting the outage and estimated time needed for resolution.
  2. Send a note to your campus Library Staff reminding them that Request and My ILL Requests will be unavailable during the maintenance.

CDL’s responsibilities

  1. Post an outage notice on the Request screen
  2. Remove the outage notice on the first workday following the completion of the maintenance

Outages that occur outside of regular business hours

Your responsibilities

  • Send a note to your campus library staff reminding them that Request and My ILL Requests will be unavailable until your system is back online.

CDL’s responsibilities

  • CDL CANNOT POST AN OUTAGE MESSAGE outside of regular business hours, i.e., nights, weekends, holidays.