Montana Shared Catalog

Support

Knowledge Base

The MSC administrators developed an extensive collection of articles and videos that may answer many of your questions. The Knowledge Base includes information about circulation, cataloging, reports and many other modules and features used by the Shared Catalog. Please take time to view the Knowledge Base 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 called Zoho. Every support request is assigned a unique ticket number. The ticket system maintains complete archives and history of all support requests. You can also create an account to track ticket progress, send new replies, and search previous resolutions. For more information about navigating the ticket system, please see our Zoho help articles.

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 normal business hours, weekends, and holidays

With the move to SaaS, there has been a complete cessation of emergency calls on weekend hours (zero calls over the last year). Moreover, system critical support is monitored and attended to by SirsiDynix SaaS staff, which includes 24/7 care using teams positioned globally. 

In the event that there are connectivity issues outside of normal business hours, member libraries should use Offline Mode. Training on the available offline features in Workflows can be accessed via the Knowledge Base.