How do I resolve System Alerts?
The System Alert Box contains a view of alerts and logs from services within ILLiad. The System Alert Box is located on the ILLiad main screen.
Answer
What is it?
The System Alert box contains a list of alerts from services within ILLiad. The ILLiad Connection Manager downloads and updates requests from OCLC and other systems. This process runs automatically; any time there is an error, it will be listed in the System Alert box under one of the following queues:
How does it help?
By reviewing and clearing these errors, you can ensure that requests have been accurately updated in both OCLC and ILLiad, confirming that all transactions are progressing through the system as expected. This also guarantees that emails and Odyssey documents are promptly sent and received, avoiding significant delays.
Connection Manager and Flagged Requests
Connection Manager
The ILLiad Connection Manager confirms your ILLiad transactions remain synchronized with their corresponding OCLC requests in the WorldShare system. The ILLiad Connection Manager downloads and updates requests from OCLC and other systems.
Occasionally, if ILLiad tries to update an OCLC status in error (for example, trying to mark a request “Received” if it has not yet been “Shipped”) then you will receive an alert in the System group.
To clear these errors, double-click on the Connection Manager row in the System group. You will then be displayed a list of affected requests grouped by error type. You can clear errors individually by opening a request, or you can clear errors in batch by selecting multiple requests and clicking the “Clear Selected Errors” button.
In the table below, you will find common errors and how to resolve them.
|
Error |
What it means |
How to fix it |
|
Record Not Found |
You tried to update an OCLC request that no longer exists. |
There’s not much you can do about these, and they are typically harmless. Make quick work of these by selecting them (SHIFT+Click) and clicking the Clear Selected Errors button. |
|
Received Not Allowed Here |
You tried to update an OCLC request to “Received” that was not in the “Shipped” status. |
Contact the lending library to update the request to "shipped" in OCLC.
Only clear the error once the request is resolved. |
|
Renewal Not Allowed Here |
You tried to request a renewal when the OCLC request was not in the “Received” or “Renewal OK” status. |
This typically means the library has already denied renewals or recalled the item. Occasionally, this occurs if you tried to renew an item that had already been returned or not properly updated to Received. |
|
Complete Not Allowed Here |
You tried to update a lending request to “Complete” when it was not in the “Returned” or “Recalled” status. |
You can either recall the item and then update it to complete or contact the library and ask them to properly update the request to Returned. |
|
Update Error |
These tend to occur if the Connection Manager times out twice while trying to update a request. |
In many instances, these errors are already corrected by the time you view the request. |
|
Alert |
This indicates that the other library sent you an alert message through OCLC. |
These alerts appear in the Notes field. Sometimes, action is required, so respond accordingly before clearing the error. |
Flagged Requests
Flagged requests occur specifically when ILLiad receives multiple “Shipped” messages from OCLC for the same transaction. This often occurs when a library lets a request age to the next lender, but both libraries end up shipping the item.
For article requests, the easiest thing to do is to clear the error -- no harm is done since you don’t have to return any items to the lending libraries.
For loan requests, however, you need to be careful. Because ILLiad lists the Lending Library as the one who first updated the request to Shipped, you need to pay attention to which library’s book you receive first. Otherwise, you risk sending the book back to the wrong library.
Once you spot a flagged loan request, you may want to consider changing the Lending Library to a custom address called “CHECK BOOK” before clearing the flag. You can then put a message in the address fields of the Lender Address record, such as “Check paperwork for proper owner. Update Lending Library with correct symbol.” This is an easy way to flag the request for your staff (often student assistants) so they do not check the book in without selecting the right lender.
Outgoing Email
These errors are usually straightforward and are caused when you send an email to an invalid email address. (For example, a user incorrectly puts “,edu” instead of “.edu” at the end of their address; or the email address line is so long it gets truncated.) All you typically need to do is change the “To” line so that the email address is properly displayed. Then simply resend the email. (If a typo caused the error, you may also want to update the user or library’s email address so that it does not happen again.)
Errors can also occur if ILLiad is unable to send emails, either because your SMTP server is down or your email credentials and ports are not properly configured in the Customization Manager. If this is the case, double check the following Customization Manager keys for accuracy (all located under the System | Email group):
-
EMailSMTPPort (i.e. 25)
-
EMailSMTPServer (i.e smtp.college.edu)
-
SMTPPassword (your email password)
-
SMTPUserID (your email username)
If these values are correct and you are still receiving SMTP errors, consult your systems administrator or OCLC support.
Odyssey Manager and Unmatched Odyssey Documents
Odyssey Manager
As with Outgoing Email alerts, the Odyssey Manager indicates problems with your outgoing Odyssey documents. In many cases, the problem arises when Odyssey is unable to connect to the recipient’s server -- either due to a bad IP address in the library’s lender address record or possible server issues.
To rule out possible IP address issues, open the request and check what’s listed in your Lender Address record with what’s listed in the Imported Request and/or the OCLC Policies Directory. If your IP address on record is correct, then you now need to rule out possible server issues on your end.
This is easier than it sounds, as you likely would have encountered numerous Sending Failed errors already. Click on the Log tab in the Odyssey manager window just to double check for specific errors. If these are errors related to your server, contact your systems administrator or OCLC support.
If things are clean on your server, then the best thing to do is send the article to the borrowing library by alternative means -- either an email routing that points to the PDF on your server, or use Article Exchange.
Unmatched Odyssey Documents
These alerts appear if Odyssey receives documents, but cannot match them to an ILLiad transaction or a lending library. Double-clicking the Unmatched Odyssey Documents row opens the Electronic Delivery window, at which point you can assign the document to the proper ILLiad transaction and/or lending library.
More Information
ILLiad documentation: System Logs and Alerts
https://prometheus.atlas-sys.com/display/illiad83/System+Logs+and+Alerts