Purpose of the account

1. As a mechanism to raise issues that are affecting the entire UKI user group or a significant number of institutions within the group. Cases raised via the EPUG-UKI account will by default be given higher internal priority by Ex Libris.
2. As a place to check if an issue affecting your institution has already been reported on behalf of the whole community. Institutions don’t need to report an issue under their own account if the EPUG-UKI has already done so.
3. As a mechanism to request access to the Ex Libris-managed Leganto Basecamp site. Requests for access to the site should be marked for the attention of Leonard Wright and Kevin Browne.

Operation of the account

When raising a case:

• Tell Ex Libris what instance and environment your institution is using.
• Describe the impact of the issue.
• Tell Ex Libris which other institutions are affected by the same issue if you have this information.
• Add your email address, and the addresses of any other interested parties, to the ‘Additional Emails for Case Updates’ section of the submission form to ensure you receive case responses (which are sent to epuguki.secretary@gmail.com by default).

The login details of the EPUG-UKI account are shared with contacts across many institutions, so don’t put any personal data, passwords etc. in any case descriptions, comments, or attachments under this account. If you need to provide such data in a case, you should use your institutional account instead.

The EPUG-UKI committee will not check or act as gatekeeper for case submissions. Institutions will be trusted to use the account only for issues that are supposed to be relevant for a wider audience. Ex Libris reserve the right to intervene if they detect that the account is not being used for its intended purpose.

Escalation of cases

Cases can still be set as high priority from the outset if the issue is particularly impactful or urgent and they can be escalated in the same way as an institutional case, using the available option within Salesforce.

Requesting access to the account

EPUG-UKI members should complete this form to request the log in details.

Upon completion, the form will be sent to the EPUG Secretary (epuguki.secretary@gmail.com), who after checking your institution’s membership, will then send on the log in details to the requestor. You are then free to share the log in details within your own institution and to raise cases.