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 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.