Library Applications

Overview

Request help with Cassie, Smartshield, or Workflows. This service covers installation, configuration, licensing, connectivity, and day-to-day operational issues for these core library applications.

Description

This service diagnoses and resolves problems such as:

  • Cassie time-management or print-release errors, patron authentication failures, and kiosk mis-configurations

  • Smartshield problems

  • Workflows circulation issues including item check-in/out errors and barcode scanner problems

  • Login problems, performance issues, or data-sync errors between workstations and the central Sirsi server

  • Coordination with Vendors (TBS, Centurion, SirsiDynix) for escalated troubleshooting or license help

Before submitting this request

Collect the following information (screenshots are very helpful):

  • Application name (Cassie, Smartshield, or Workflows) and version/build number

  • Workstation or kiosk name/asset tag

  • Exact error message, time of occurrence, and steps taken just before the issue appeared

  • Peripheral details if relevant (barcode scanner model, printer name, etc.)

  • Whether the problem affects a single workstation, multiple devices, or all users

How we process this request

Once we receive your request, we will assign it to a technician who will contact you during normal business hours.

How to request this service

Click on the Request Service button or the specific Service Offering and fill out the provided form. Your choices in the form will inform us of what issues you are experiencing and how we can best assist.

If you are unable to fill out the form you can give our Service Desk a call at (907) 861-8553.

Additional Information

Please search our Knowledge Base for installation guides, workstation setup checklists, and troubleshooting articles for Cassie, Smartshield, and Workflows.