Go Live Communication
It’s exciting to think that we will be live on Polaris in one short week! Library and CCS staff have spent months preparing, testing, and training to make the transition as smooth as possible. Even with all of the amazing effort you’ve put in, we know that there will be questions and potential issues on go live day. In order to maximize our efficiency, we are asking all libraries to follow these procedures for reporting issues:
Determine your internal reporting structure and make sure staff are aware of internal procedures.
For urgent issues, call 847-483-8600
For non-urgent issues, email email@example.com or open a ticket in the Fresk Desk portal
Internal Reporting Structure Most libraries have one or a few local CCS experts who gather information from library staff and escalate issues as needed to CCS. In most cases, this would be your library lead or other members of your in-house migration team. Make sure that evening shifts are covered as well.
Urgent Issues Urgent issues are problems that prevent staff or patrons from accessing a service (for example, PowerPAC is down) or impede circulation to patrons (for example, material limits are blocking patrons incorrectly, or loan periods are incorrect).
If your library identifies an urgent issue, call 847-483-8600 to speak with a staff member immediately. Do not call a staff member’s direct line on April 17.
When to call CCS:
Unable to log in to Leap or the Staff client
Unable to check out materials, place holds, or another essential job function
Front desk printer issues (ie, checkout receipts not printing correctly as you are checking patrons out)
Fines/loan period codes are incorrect
Patrons are blocked from checking out materials they should be eligible to check out
PowerPAC is not working. Patrons cannot search, log in, place holds
Non-Urgent Issues Non-urgent issues are problems that need to be corrected, but do not directly interfere with your ability to circulate material. This includes most printer issues, record loading issues, and data mapping for stat codes, locations, and other non-circulation policies.
If your library identifies a non-urgent issue, email firstname.lastname@example.org or open a ticket in the Fresh Desk portal. Do not email staff members directly on April 17 and 18.
When to open a ticket:
Incorrect stat codes, collections, etc. for a group of materials (elements that are for reporting but do not affect functionality). Please include how to uniquely identify a group of records, either in Symphony or in Polaris
Back room printer issues (example: as you are trapping holds, the slips are missing a field you would like to include)
A PowerPAC element needs to be adjusted (dashboards, carousels, etc)
Why shouldn’t we contact CCS staff directly? While you probably which know CCS staff member is most likely to cover the issue you’re reporting, staff will be working unusual shifts on go live day, and we’ll have some extra help in the office. CCS staff will be collaborating with on-site Innovative staff, and may not be at their desks. Staff will be specifically assigned to cover the general line and monitor incoming tickets.
When you call the general line at 847-483-8600 or email email@example.com, your issue will be reviewed, prioritized, and delivered to the right staff member at the right time.
CCS expects to return to regular communication channels on April 19.
What are CCS coverage hours around go live?
CCS staff will provide extra coverage around go live, including weekends. Our anticipated hours are as follows:
Weekends of April 14, 21, and 28 8:00 AM - 4:00 PM
The answering service will be active after CCS coverage hours until 11:00 PM on weeknights and until 7:00 PM on weekends
We anticipate returning to our regular weekday schedule the week of April 23: 8:00 AM - 5:00 PM followed by answering service coverage on weekdays.
How will we know what’s happening at the office? Scheduled communication will be delivered through CCS News, via Mailchimp. We will also post each update on the portal, and tweet a link. CCS is committed to sending updates on the following schedule:
Friday, April 6 Database copy complete
Monday, April 9 First extraction complete
Tuesday, April 10 First data load complete, processing begins
Friday, April 13 First processing complete, second extraction beginning
Saturday, April 14 Final data load beginning Final data load complete, processing beginning
Sunday, April 15 Processing update Processing update
Monday, April 16 Processing update, timing confirmation Processing of offline files beginning
Tuesday, April 17 Database available Live update 1 Live update 2
Wednesday, April 18 Post go live update 1 Post go live update 2
Thursday, April 19 Post go live update 3
Friday, April 20 Post go live update 4
Tuesday, April 23 CCS News
Friday, April 27 CCS News
Tuesday, May 1 CCS News
Friday, May 4 CCS News
In the event of schedule changes or an unexpected issue that affects multiple libraries, we will send additional communication.
If an issue arises that needs immediate action at a library, we will call the library directly. Please make sure your go live contact details are up to date.