RefWorks experienced a further brief loss of service on 5 November (following the earlier reported outage on 3 November). eServices has been in contact with RefWorks support in Germany and the US, and provided debugging information about NTU’s loss of connectivity. If you experience any future loss of access to the service during the remainder of 2009, please contact Lib eServices with details of the date and time when connection to the service was unavailable.
Month: November 2009
Service issue icon in eSearch
When a service issue is affecting access to a resource in eSearch, details of the problem are added to the information held in the Information icon pop-up. However, this service information is not immediately visible in the initial Database List display, and we are aware that customers sometimes miss important service information because of this. In an attempt to improve the visibility of this important information, eServices is testing the display of a ‘service issue’ icon in the eSearch display (see illustration below). These icons will be added to databases in eSearch when a known service issue occurs, and removed when the issue is resolved.
When a customer floats their cursor over the icon the following text displays: “There is an issue affecting this resource, check the Information icon for more details” (see illustration below). If the test proves successful, the icon and text will be added to the eSearch ‘Key to resource icons’. Please share any feedback you have on the usefulness (or otherwise) of this eSearch feature.
RefWorks – access restored
RefWorks has confirmed that access to the service has been fully restored following yesterday afternoon’s outage. RefWorks “apologize for the inconvenience and want you to know that we are taking steps to make sure that this does not happen again.”
If you continue to experience any problems accessing RefWorks, please contact the eServices team with full details of the issue.
RefWorks service unavailable
The RefWorks service is currently unavailable due to technical problems affecting the RefWorks servers. It is not possible to access the service from either on-campus or off-campus.
eServices is in contact with RefWorks support team and a further update will follow once access has been restored.
eResource updates 
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