Montana Shared Catalog

Support

Learning Portal

The MSC administrators developed an extensive collection of articles and videos that may answer many of your questions. The Learning Portal includes information about circulation, cataloging, reports and many other modules and features used by the Shared Catalog. Please take time to view the Learning Portal to see if an answer already exists for your question.

MSC Online Help Desk Tickets

To streamline support requests and better serve member libraries, the MSC staff utilizes an online help desk ticket system. Every support request is assigned a unique ticket number which can be used to track the progress and responses online. The ticket system maintains complete archives and history of all support requests. A valid email address is all that is required to submit a ticket.

Open A New Ticket

Please provide as much detail as possible so we can best assist you. If the problem is related to a patron or material issue, please include the patron ID and/or item ID to assist with troubleshooting. Include your contact phone number in case we need to talk to you directly. To update a previously submitted ticket, click the link provided in the response email or click “Check Ticket Status” below and login with your email address and ticket number.

Check Ticket Status

The ticket system maintains archives and history of all your support requests, complete with responses. Login with your email address and any ticket number to view your ticket archives.

Down System

Down system during normal business hours (M-F from 8am-5pm)

Open an MSC Help Desk ticket to ensure that staff in the office are immediately notified. Please watch the MSC-Discuss list for system announcements.

Down system after 5pm on weekdays

At this time, there is no on call phone coverage Monday-Friday after 5pm. If you experience a down-system emergency during these hours, please contact SirsiDynix Critical Care at (800) 284-3969. Critical Care support cases must be phoned in to ensure immediate attention. Please note that this number should be used for down-system emergencies only when MSC staff cannot be reached.

Down system on weekends and holidays

The MSC emergency on call phone is staffed from 8am to 9pm on Saturdays, Sundays, and on federal and state holidays. For a down system on a weekend or holiday, call (406) 431-7681. If a staff member is unable to answer immediately someone will return your call within 20 minutes.

If an MSC staff member has not returned your call within 20 minutes, you have access to SirsiDynix Critical Care at (800) 284-3969. Critical Care support cases must be phoned in to ensure immediate attention. Please note that this number should be used for down-system emergencies only when MSC staff cannot be reached.