IT News: New Ticketing System

Welcome back to Hawk Hill!  We hope your summer was a relaxing one.

The Office of Information Technology (OIT) is excited to announce the release of our new IT service management (ITSM) tool which includes our Service Catalog and Knowledge Base!  Over the past year, OIT has been hard at work researching, reviewing, and now implementing this tool.  During that time, we reached out to campus constituents to solicit feedback on various vendors.  We feel that the tool we have selected, from a vendor tailored to Higher Education clients called Team Dynamix, will meet the growing needs of our department, and the SJU community.

With this change, you will now receive emails for your IT requests and incidents from notify@teamdynamixapp.com.  You will also notice that our Service Catalog and Knowledge Base now direct you to a link that includes sju.teamdynamix.com.  Since we always want you to be aware of possible scams, we wanted to let you know that this website and emails from this source are legitimate.

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What is a Service Catalog?

A Service Catalog is a comprehensive, organized collection of all IT related services offered to Faculty, Staff, and Students at SJU.  With our new Service Catalog, you can learn about the technology services available, feel empowered to resolve technology issues on your own, and request technology assistance for those services that you just can’t seem to resolve.

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For example, you need to reset your SJU password.  In the Service Catalog, we have an article dedicated to that service as well as clear instructions on how to reset your password. If, for some reason, you still have trouble, you can request assistance right there from the same screen.

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Along with the Service Catalog, we have a brand new Knowledge Base which has hundreds of articles pertaining to the questions we receive on a daily basis in OIT.  We’ve organized the Knowledge Base to be user friendly and match the layout of the new Service Catalog.  If you can’t find the answer to a question in our Knowledge Base, just jump over to the Service Catalog and request assistance.

What can we expect next from this new ITSM tool?

Over the next few months, we will continue to work on enhancing the services and knowledge articles available to you and eventually phase out the use of our current email, techhelp@sju.edu.  Once we are confident that all services can be requested via the Service Catalog, we will disable use of that email address and all service requests will be submitted by customers through our Service Catalog.  As we make these changes, you can expect further communication from OIT.

Who do I contact with questions or feedback?

If you have any questions about the Service Catalog or how it works, please give us a call at 610-660-2920 or stop in and visit us in SC129.  We look forward to your feedback!

Please visit our blog for additional summer updates and technology news.

Project Management Essentials for the Unofficial Project Manager

On Tuesday, October 13th, Jill Cleary, Director of the Project Management Office will offer Franklin Covey’s Project Management Essentials for the Unofficial Project Manager in the IT Meeting Room (Small Maguire) on the 5th floor of McShain.

This workshop is geared towards those of us who’ve found ourselves in the role of Project Manager without ever having received formal training. During the course of this one-day session, we’ll cover topics such as:

Identifying key project stakeholders
Documenting a project scope
Creating a project schedule
Developing a risk management strategy
Developing and implementing a communication plan
Creating a cadence of accountability
Managing scope change
Wrapping up a project successfully

To register for this workshop:

1) Go to the Office of Information Technology portlet on the School Services page of The Nest.
2) Click the “Enroll for Technology Training” link.
3) Once the Enrollment page opens, select “Project Management” for the Class Type and click Search.
4) Click “Register for Class” when the Project Management class listing appears on your screen.

The cost of the course for non-IT employees is $60. A follow-up email will be sent with budget transfer instructions after you register.

Please forward any questions you have to Jill Cleary at jcleary@sju.edu.

We’re looking forward to seeing you there!

Technology Updates to Classroom – Fall 2015

Below is a complete list of summer renovations that took place on campus and technology upgrades:
BE 101 & BE 329:
  • revamped from lab to classroom

 

PO 322 now has installed equipment:
  • projector, Mac, Laptop & HDMI input, Document Camera, and Blu-ray

 

BE 302 & 303, SC 316, Merion 161, 310, 311, 312 314 & 315:
  • projector and control system upgrade

 

MV 210:
  • course capture system (Mediasite) installed

 

Additional campus locations:

 

Sun Room I – Campion
  • 80″ LCD, PC, Laptop & HDMI input, and Blu-ray player

 

Small Lapsley, Large Lapsley, and Large Maguire all received new technology
If you have any questions about the technology available in classrooms on campus, please contact Media Services at 610-660-2920.

Repair IT: What is it?

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What is Repair IT?

The Repair IT program began in 2014.  If you are an SJU student, the TSC will support any computer you come to campus with, and fix any problem.

In the past, we were only able to provide hardware repair support to students enrolled in the SJU Laptop Program.  Now, in order to provide a better service to our students we will provide hardware repair support for all students for a nominal fee plus the cost of parts.


Why did we start this program?

Short answer: a number of reasons.  At the end of each school year, the TSC sends out a survey to SJU students to find out what technology services you like and what services you would like to see implemented.  In 2013, you voiced that they would like to see more technology support offered for those of you who are not members of the Student Laptop Program.  We also realized that as a student, you may have limited access to transportation or funds to take your computer to a repair store.


How does it work?

Bring your computer along with any operating software to the TSC in SC129.  Our certified technicians will diagnose and relay the problem to you.  Once diagnosed, we will provide you with a price for labor and parts. At that time, you can decide if you would like to go ahead with the service from the TSC.  You always have the option to turn down the service.  If you choose to have us fix your computer, you can simply pay with your Hawk Card!

We truly think this is a great service that we offer to all SJU students and we are thrilled to be able to provide it. You have the convenience of having your computer fixed on campus at a much cheaper price than you’ll find at a store.

For complete, detailed information please stop by SC129.

IT News – We have a Service Catalog!

The Office of Information Technology (OIT) is excited to announce the release of our new Service Catalog!  We’ve spent about a year working on this project and we are very proud of it.

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What’s a Service Catalog, you ask? Well, a Service Catalog is a comprehensive, organized collection of all IT related services offered to Faculty, Staff, and Students at SJU.  With our new Service Catalog, you can learn about the technology services available, feel empowered to resolve technology issues on your own, and request technology assistance for those services that you just can’t seem to resolve.

For example, you need to reset your SJU password.  In the Service Catalog, we have an article dedicated to that service as well as clear instructions on how to reset your password. If, for some reason, you still have trouble, you can request assistance right there from the same screen.

 

password reset

Along with the Service Catalog, we have a brand new Knowledge Base which has hundreds of articles pertaining to the questions we receive on a daily basis in OIT.  We’ve organized the Knowledge Base to be user friendly and match the layout of the new Service Catalog.  If you can’t find the answer to a question in our Knowledge Base, just jump over to the Service Catalog and request assistance.

 

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Over the next few months, we will continue to work on enhancing the services and knowledge articles available to you and eventually phase out the use of our current email, techhelp@sju.edu.  Once we are confident that all services can be requested via the Service Catalog, we will disable use of that email address and all service requests will be submitted by customers through our Service Catalog.

If you have any questions about the Service Catalog or how it works, please give us a call at x2920.  Better yet, stop in and visit us in SC129.  We look forward to your feedback!

Critical Security Update from Microsoft

Microsoft released an important security update this morning to address a critical vulnerability in the Internet Explorer browser. This vulnerability could allow an attacker to gain control of your computer.

 

All users on a Windows computer should install this update right away, whether you use Internet Explorer as your browser or not.  **Please note: this does not apply to users running a Mac Operating System.

 

How do I check if my computer is up-to-date?  On your Windows computer, perform the following:

 

  1. Open Windows Update by clicking the Start button . In the search box, type Windows Update, and then, in the list of results, click Windows Update.
  2. In the left pane, click Check for updates, and then wait while Windows looks for the latest updates for your computer.
  3. If any updates are found, click Install updates.

 

You might see both important and optional updates. This vulnerability is addressed in the Important Updates.  Click Update and the security patch will be installed.

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Complete information from Microsoft can be found here: https://technet.microsoft.com/en-us/library/security/ms15-093.aspx

 

If you have any questions about this update, please contact the TSC.

With the arrival of Dr. Mark Reed, SJU’s 28th President, you may need to update your Zimbra email address book.

Official electronic communication from the President’s Office is sent from the email address president@sju.edu.  As a result of this, you may have the email address “president@sju.edu” associated with Fr. Gillespie (or maybe even Fr. Lannon) within your personal email address book.

Please follow the instructions to update your contact information; these instructions will work even if you use Outlook or Apple Mail:

  1. Please login Zimbra (zmail.sju.edu) with your SJU credentials.
  2. Go to Contacts tab.
  3. Locate the email address president@sju.edu in your Contacts.  If you are unable to locate it, perform a search for president@sju.edu by going to Search bar in the upper right corner.  Use the drop down to select Contacts then type in president@sju.edu and hit the magnifying glass icon.

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  1. Place a checkmark by the email address and select Edit.
  2. Update the Prefix, First, and Last Name to Dr. Mark Reed.
  3. Click Save

All further correspondence from president@sju.edu will now reflect the correct contact information.


If you have any questions on how to make this update, please contact the TSC.

 

IT News: Windows 10 Release

In August, Microsoft will be releasing its newest Operating System (OS), Windows 10, to Volume License users running Windows 7 and Windows 8/8.1.

 

What to Expect:

 

New computers will begin shipping with Windows 10 in August.  However,  SJU will not be distributing new computers with Windows 10 or upgrading SJU-owned computers.  Upon release of Windows 10,  the Office of Information Technology (OIT) will begin extensively testing all SJU related software and applications to ensure their compatibility with the new OS and its new features.

 

Some new features of Windows 10 include:

  • Microsoft Edge – Internet Explorer’s replacement
  • Office 2013 suite – Word, Excel, and PowerPoint will be built-in
  • Windows Hello – A new, more secure user login option that utilizes face, iris, or fingerprint recognition

 

OIT Support of Windows 10:

 

At this time, OIT is unable to provide any resources or support to faculty and staff running Windows 10.  Windows 7 continues to be the supported Windows OS at the university.  Since our desktops and laptops are part of the university SJU domain, you will not be prompted to automatically update your computer. With any major OS update such as this, existing systems, if updated, may experience hardware and software compatibility issues, performance instability and possibly data loss.  That being said, please do not upgrade your SJU-owned computer without authorization from OIT.  If your computer is upgraded to Windows 10 without OIT approval, we will need to revert to Windows 7, which could take several days.

 

We will make campus aware of our deployment plan once it has been fully tested and finalized.
If you have any questions, please contact the TSC.

Meet the Newest Member of the TSC: Christalyn

The Technology Service Center (TSC) is please to announce that Christalyn Kittrell has joined our team as the newest full-time staff member.  Christalyn’s previous role of TSC Graduate Assistant began in 2011.  She has already stepped up immensely in her new role as Service Desk Analyst.  Christalyn has a BS in Marketing and is currently working toward her MBA with a concentration in Data Intelligence.

Christalyn has a reputation for going above and beyond and we could not be happier to have her on board!  Welcome to the team, Christalyn!

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IT Notice: Plug-in not supported error in Google Chrome Browser when accessing Banner INB

Problem:  Here is the error message you receive in Chrome when trying to access Banner INB stating that “This plug-in is not supported”. This is occurring on both Mac’s and PC’s.

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Solution:

Copy and past this text into the address bar in Chrome:

chrome://flags/#enable-npapi

Hit Enter and you will be brought to this screen:

chrome npapi

Click the Enable link. Once Enabled it will look like this:

enabled npapi

Once enabled, close out of the Chrome browser completely.

Re-launch Chrome and try again to access Banner INB and it will launch correctly.