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Archive for the ‘general information’ Category

Normal Operating Hours Resume

May 29, 2014 Comments off

The Service Desk will resume normal operating hours today, May 29.

Phones, Chat, and Remote Support:

  • 7:30am – 10:00pm M-Th
  • 7:30am –   6:00pm F
  • 8:00am –   5:00pm Sa

Walk-ins:

Main Campus Walkins

  • 7:30am – 6:00pm M-F

The Woodlands Center Walkins

  • 8:00am – 10:00pm M–Th
  • 8:00am – 5:00pm F-Sa

Cherwell is Coming Soon!

June 5, 2013 Comments off

CherwellLogoIT@Sam is preparing for the launch of a new work order system. The goal is to have this new system ready for go-live on July 8. This change is being made because the current IT@Sam Work Order System has shortcomings in navigation and in general work routing. Cherwell is geared towards alleviating these problems AND providing additional benefits for you.

NewStar Service Catalog: No more questions to answer when submitting a work order! Instead you choose from a comprehensive list of IT@Sam services when placing your request. One click puts you at the appropriate screen to enter your request.
NewStar Knowledge Base: In addition to the Technology Tutorials that we currently have, the Cherwell Knowledge Base contains “how to” fixes and instructions for both software and hardware problems. Using this tool will empower you with the ability to fix the issue on your own without having to call the Service Desk. With over 50,000 articles, and more to be added, this will be a wonderful self-service resource for everyone.
NewStar Problem Management: Once IT@Sam becomes aware of a university-wide problem, it will be posted in Cherwell along with its solutions or workarounds for everyone to see. You will no longer have to call the Service Desk to find out about a university-wide problem.

To make this transition easier, we are providing several training sessions in June. We encourage everyone to attend at least one of our training sessions listed below:

  • 6/6/2013 10:00 AM – 11:00 AM, MLHB rm 110
  • 6/11/2013 11:00 AM – NOON, MLHB rm 110
  • 6/12/2013 2:00 PM – 3:00 PM, MLHB rm 110
  • 6/18/2013 3:00 PM – 4:00 PM, MLHB rm 110
  • 6/21/13 11:00 AM – NOON, MLHB rm 110
  • 6/24/2013 11:00 AM – NOON, MLHB rm 110
  • 6/25/2013 2:00 PM – 3:00 PM. MLHB rm 110

Log into Talent Management to sign up to attend a demo. We look forward to seeing you. Who knows, you may be the lucky winner of a free gift just for showing up!

For more information, visit the Cherwell web site: http://www.shsu.edu/dept/it@sam/cherwell/

Printing in Computer Labs

September 6, 2012 Comments off

IT@Sam has been working with Microsoft and HP to resolve a persistent anomaly that we have seen in the labs since the campus-wide Windows 7 upgrade.  The problem is characterized by some printers inability to be connected to a person’s computer account.  We have developed a workaround that resolves the issue when the computer is restarted.  We understand the inconvenience this causes for both faculty and students in labs and will implement a more permanent, non-intrusive solution as soon as one is available.  Please help us communicate the following to all faculty in your department.

If an issue is being experienced while working in a lab with the printer, please restart the computer by going to Start, click on the arrow to the right of Log Off and choose Restart.  It is important that the Restart option is chosen as opposed to just Log Off.  Once the computer has restarted, if there continue to be issues with the printer, please contact the Service Desk at the expedited faculty/staff line, x4-HELP (4357).

 

Categories: general information

Account Alias

July 11, 2011 Comments off

Did you know that you can create an alias for your SHSU computer account? In order to add the alias, sign into SamWeb, select the IT@Sam tab, and click Account Alias Request. Here you can add an alias to your account, deactivate any other aliases you might have, and select which alias you would like to have as your primary. You can also view any deactivated aliases you have on file. Students can have one alias at a time, while faculty and staff can have up to three.


Spring Maintenance May 20 to May 22

May 19, 2011 Comments off

Twice per year, once in May and once in December, IT@Sam reserves a weekend after graduation to perform large scale maintenance to our servers and data center. This maintenance is different as it normally involves all or most servers rather than one or two systems. May 20 through May 22 is slated to be a maintenance weekend. Please expect intermittent service interruptions from 6pm on May 20 to 6pm on May 22. Each interruption should be short if noticed.

Services that will be interrupted include but are not limited to:

  • Banner – All Modules
  • My Sam
  • E-Mail
  • DARS
  • Milestone
  • University website
  • Terminal Servers (remote.shsu.edu)
  • Library Databases
  • Blackboard
  • Physics Cluster
  • Listservs
  • SamWeb
  • Surveys (Limesurvey system)
Again, these outages are only intermittent. These services should not be unavailable for the entire weekend.

Service Desk Interim Hours

May 13, 2011 Comments off

The Service Desk will be open from 7:30AM – 5PM, Monday through Friday, for the interim sessions. The interim sessions are from May 13 through May 31, 2011 and August 4 – August 20, 2011.

Categories: general information

New Helpdesk Phone System

July 15, 2010 Comments off

As mentioned in the July IR Update, we have a new Helpdesk phone system as of Friday, July 9.

The New Facts about Reaching the Helpdesk

Call center software will be installed this month to allow better routing of your calls for help. You will start with a menu so that you can be routed to the appropriate Helpdesk technician. If no one is immediately available, you will be placed on hold until someone can assist you (until our queues fill up!).

The Helpdesk will be able to record your calls, and may easily escalate your calls to a supervisor. We anticipate this will significantly improve your experience in the future; we appreciate your patience as we grow with it.

As we move in to the crunch time of the Fall semester with so many new faculty and students arriving, we encourage you to come in person to the Helpdesk when you really, really need help! The Helpdesk is now on the first floor of AB1 in room 144 (the double glass doors across from Smith-Hutson). You can also reach a Helpdesk technician with the e-mail helpdesk@shsu.edu.

The transition has so far been a smooth one with good feedback. We will continue to adjust the system as needed over the coming weeks to make the experience of calling the Helpdesk the best it can be.

Categories: general information
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