You, or someone in your team, needs the following: 1.  An EBSCOadmin login for each instance that you manage.  This is to localise the NHS Knowledge and Library Hub and maintain your library holdings. You can also use it to obtain statistics, and possibly carry other tasks relating to EBSCO products. Please see this FAQ and if you need to, please log a request on the Hub Service Desk (you will need to log in first) with the following details: Name Email address Your trust name For each account, you will receive a notification with a link to set up a password. Please look out for this notification and action it straight away. Password links only last 24 hours. It is not currently possible to group instances under a single login, apart from for system administrators. If you manage more than one instance and would like to cross-check them, you can consider using separate browsers. 2.  An OpenAthens local administrator login. This is to manage your OpenAthens users and resources. For more information, please contact your regional OpenAthens administrator. 3.  An HLISD local administrator login.  This is to maintain your library record on the Health Libraries and Information Services Directory (HLISD).  For more information, please contact your HLISD regional editor. 4.  A login for this Hub Service Desk portal. This is so that you can log support calls on this portal.  There is an FAQ on how to do this. You may also need: 5.  An EBSCO Connect login.  This is so that you can log an call with EBSCO if you have an issue or query which can't be resolved by the Hub Service Desk staff.  You can create an EBSCO Connect account.  You need one EBSCO Connect login for each instance that you manage.  An EBSCO Connect account also gives access to EBSCOadmin.

The NHS Knowledge and Library Hub (KL Hub) has a number of different components. 1. EBSCO products EBSCO Discovery Service (EDS) - this is the search interface for end users.  It is supplied by EBSCO and is branded the NHS Knowledge and Library Hub.  It can be searched without logging in, but it is more effective for the end user if they log in with OpenAthens.  There are around 265 versions or 'instances' of the NHS Knowledge and Library Hub - one for each trust or group of organisations which have the same content. You can find your local instance URL and corresponding EBSCO customer ID in this list. EBSCOadmin - this gives you access to configure your instance of the KL Hub and other EBSCO interfaces.  At least one person in each library service needs an EBSCOadmin login. You can find out how to change EBSCOadmin details if you have a change of administrator. It is necessary to have one EBSCOadmin login corresponding to each 'instance' of the NHS Knowledge and Library Hub. EBSCOadmin gives access to: Holdings Management, also known as Holdings and Link Management or HLM.  You can add, update and remove resources in your library collection, edit coverage dates, add notes, and choose where links should go when clicked.  It's important that this is kept up-to-date so that the correct links appear for end users when they are searching the KL Hub. Databases - this is where the databases are selected which the KL Hub is searching.  The databases which have been switched on can be seen in the 'Databases' tab in EBSCOadmin. In EBSCOadmin you can also: Obtain usage statistics Configure search results and display preferences Apply custom branding to EBSCO products Please see the list of what it is permitted to change, and how to make the changes. EBSCO Publication Finder - this is an A-Z browsable list of your library's print and electronic journals.  This has been replaced by the LibKey Browzine service which has richer functionality. However you may request a link for Publication Finder to be added back into your instance in addition to the Browzine link. (You need to log into the Service Desk in order to complete this request.) EBSCO Connect - this is the support portal for EBSCO. It has many FAQs on EBSCO products.  You may need to use this if you need to log a query directly with EBSCO. In most cases please log queries on the Hub Service Desk, having checked the FAQs beforehand in case your question is answered already. Full Text Finder - you may hear a reference to this part of EDS. It is a screen which sometimes appears after a user clicks a button to see full text in EDS.  In most cases it has been switched off and doesn't display, and the user is taken directly to the full text.  It is not something which you need to maintain routinely. 2. Third Iron LibKey Products Working in tandem with the EBSCO interfaces are a number of LibKey products: LibKey Nomad LibKey Discovery LibKey Link LibKey.io Browzine These call on the local library's holdings data in EBSCO Holdings Management.  KLS staff don't need to maintain library holdings data separately in LibKey products. You can find out more information about these LibKey products. The company which supplies the LibKey suite of products is Third Iron. 3. RefWorks It is possible to export references from the NHS Knowledge and Library Hub into RefWorks.  You can find more information about RefWorks.  The company which supplies RefWorks is ProQuest. 4. Content Once logged in, users are able to retrieve both nationally and locally purchased content in the KL Hub.  There is information about which content is being searched.  

The national systems are supported on the current major releases of browsers, and in some cases the prior release too.  Systems usually work fine on older browsers. However, if you have a problem which only affects an older browser, suppliers might not fix it. If necessary, ask your IT department to upgrade your browser or browser plug-ins, or give you access to alternative browsers such as Firefox and/or Chrome. Information relating to EBSCO is on the EBSCO Connect website. Information relating to OpenAthens is on the OpenAthens documentation website. Information relating to Ovid is on the Wolters Kluwer website - see the section on 'Licensing & Access Requirements' Information relating to ProQuest is on the ProQuest website.

1. Check if it a widespread issue on the service status webpage.  Announcements about service issues are also posted on the Hub Service Desk homepage.  See also the list below of individual suppliers' status webpages. 2. If there isn't a widespread issue it is likely to be a local one.  It could be a local network problem, so check other websites. If they are working, the issue is likely to be specific to a particular website. Check with your local IT department in case the website is blocked in your organisation. Here is a list of websites that should not be blocked. NB: in a small number of cases, firewalls block access by IP address as well as URL. Please let your IT department know about any changes in supplier/publishers’ IP addresses. 3. If there is no issue reported on the relevant webpage, please report the issue to the NHS Knowledge & Library Hub service desk. The status pages for the national services are listed below: For EBSCO services go to the EBSCO status webpage. EBSCO services include the NHS Knowledge and Library Hub, the CINAHL bibliographic database, and the Psychology and Behavioral Sciences full-text collection. For ProQuest services go to the ProQuest status webpage. ProQuest services include the BNI, Medline, and PsycINFO bibliographic databases, the Health Research Premium and PsycArticles full-text collections, and RefWorks reference management. For the Ovid (Wolters Kluwer) services there is no status page for all Ovid products. Ovid services include the AMED, Embase, Emcare, HMIC and Medline bibliographic databases. For OpenAthens authentication go to the OpenAthens status webpage.

A number of the FAQs on this website are likely to be of particular relevance for new library staff. You can retrieve these by clicking the search box at the top of this page and entering the term: for_new_staff (Please note the underscore character _ between each word.)

A number of the FAQs on this website include information for sharing with IT departments. You can retrieve these by clicking the search box at the top of this page and entering the term: for_IT (Please note the underscore character _ between the words.)

To make an enquiry (request a service or report an issue) about the Knowledge & Library Hub and associated services, please do so via the support portal, which is accessed via https://support.library.hee.nhs.uk. When you do this for the first time, you will need to first register for the portal. If you have an NHS email address, please use this when you register. Information about how to register for the portal can be found in the article "How do I request access to the NHS Knowledge & Library Hub Service Desk?". Using the support portal also enables you to check on the progress of your enquiry, add additional comments, and access the knowledgebase and any announcements. If you are unable to access or use the support portal, please email your enquiry to helpdesk@knowledgehub.freshservice.com