07/27/14

UPDATE: PROBLEM RESOLVED – Students Currently Unable to Send Mail

UPDATE: As of 1:15pm today the problem with the student mail servers has been resolved. If you tried to send mail over the last day please check your outbox in your email account and attempt to resend the message.

Thank you for your patience while we worked to resolve this problem.

If you experience any problems please contact the ITS Helpdesk and we will do our best to get back with you as soon as possible Monday morning.

Thank you,

ITS

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Student’s are currently unable to send mail through their UM-Flint accounts.

We have been and still are diligently working with Microsoft to fix the problem.

We will keep you up to date as we know more and the problem is resolved.

We apologize for the inconvenience that this causes.

Thank you!

ITS

07/25/14

New Helpdesk Support Center – Coming July 30th, 2014

Accessing and Using the ITS Helpdesk Support Center

Available Starting July 30th, 2014

Creating, Viewing, Updating, or Resolving a Ticket

 

Accessing My Cases:

  1. Navigate to www.umflint.edu/helpdesk
  2. Click Login in the right corner of the window, above search.login
  3. Login using your Uniqname and UM-Flint LAN password.
    • You will now see the Helpdesk Support Center again with a My Cases option available in the top bar.
  4. Click My Casescases
    • You will now see all cases that you are listed as the contact on.

cases2

 To Create a New Case:

  1. Navigating to the Contact Us form…
    • Option 1:
      1. Navigate to www.umflint.edu/helpdesk
      2. Click Contact Us in the top bar just below the ITS Helpdesk Contact Informationcontactus1
    • Option 2:
      1. From the My Cases menu click Create a New Case in the upper right side of the screen, this will take you to the Contact Us form.contactus2
  2. Once in the Contact Us form please provide as much information as possible about your problem. Including any helpful documents or screenshots would be much appreciated.
  3. Once you have typed all necessary information and uploaded any photos or documents fill out the reCaptcha and click Send Email.contactus3
  4. You will now be provided with some possible helpful Quicknotes that might solve your problem.  If none of these appear to solve your problem or answer your question click Send your email in this window.contactus4
  5. You will now receive a confirmation on the screen that your request has been submitted.  You will also receive an email confirmation shortly thereafter containing your ticket number for future reference.

  To View, Update, or Resolve a Ticket through the Support Center:

  •  To View a Case:
    • From the My Cases menu click the title of the case you would like to view.
      • You will now be able to view the Case ID, Assigned Agent, Creation Date, Date of Last Update, and any interactions and notes on the case.UpdateCases
  • To Update a Case:
    • Once in the case details type your message in the available dialogue box.  You may also add any attachments at this time. When you are complete click Send. (See image above.)
  • To Resolve a Case:
    • Once in the case details of the case you wish to resolve click Update Status to Resolved found in the light blue bar to the right of the case title. You will now be redirected to the My Cases menu where you can view all of your cases, including the one you just resolved.ResolveCases

 

07/25/14

ITS is Launching a New Ticketing System and Helpdesk Service Center – July 30th, 2014

ITS has been working hard over the last few months setting up our new ticketing system, Desk. Desk will improve the efficiency of communication with each of you as well as providing you an easier way to view help documentation as well as check the status of your current or previous work tickets placed with the ITS Helpdesk. We will be launching Desk on July 30th, 2014.

What will change with the move to Desk?

  • Emails from ITS Helpdesk and ITS technicians as well as any ticket notifications will come from one of the following addresses:
  • The current www.umflint.edu/helpdesk will be getting a facelift.
    • The new Helpdesk Service Center include all of the content currently available in a more updated user friendly layout.
  • On the Helpdesk Service Center you will be able to login with your UM-Flint credentials and open, view, update, and resolve any of your current or previous ITS tickets.

 

What are the new features of Desk?

  • Email Replies
    • Any reply’s sent to emails from the technician through Desk will automatically update your ticket, providing an up-to-date history of the ticket all in one place.
  • Easy Access to Tickets
    • All customers, with a UM-Flint LAN account, will be able to open, view, update, and resolve any current or previous ticket without contacting the Helpdesk.
  • Improved Search Function
    • ITS quicknotes will be easier to search and show up in more user friendly format for anyone visiting our site.

ITS will be working, after July 30th, to move all open tickets from our current system (Altiris) into the new system (Desk).  During this time if you have an open ticket with ITS you will receive a new email notification from Desk with your new case number.  Please use this case number as your reference for this case from that point forward.

Sample system emails are available below for reference.

If you have any additional questions or need assistance please contact the ITS Helpdesk at 810-762-3123 opt. 1.

Thank you,

ITS

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Customer Acknowledgment Email:

CustomerAcknowledgment_FromEmailToHelpdesk

 

Case Update Email:

CustomerNotification_FromInteraction_and_TechnicianAssignment

Case Resolved Email:

CustomerNotification_CaseResolved_SatSurveyLink

07/25/14

ITS now hiring students!

ITS currently has a student position available in the Helpdesk.

The ITS Helpdesk provides front-line IT support for the University of Michigan – Flint campus, and among other duties assists students, staff, and faculty with use and troubleshooting of many campus technology resources.

All applicants must be currently registered students at the University of Michigan – Flint campus, and must be able to work 20-25 hours per week.

If you are interested in this position, or know a friend who may be, please direct them to this website for more information: http://umjobs.org/job_detail/98866/helpdesk_technician

07/23/14

French Hall 205 Closed for Updates – 7/23/2014

Update 7/24: The French Hall 205 lab is now open

 

French Hall 205 will be closed Wednesday July 23rd and Thursday July 24th for upgrades.

ITS is working on some computer updates on Wednesday and we have some contractors here to work on the swipe access into the lab.  All other labs are available during this time.

Thank you for your understanding.

ITS

07/21/14

UPDATED, Our Phones are Back Up:ITS Helpdesk Phones Unavailable – 7/21/2014

UPDATE: Our phones are now back up and functioning.  That you for your patience.

 

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Good Morning!

 

The ITS Helpdesk phones are currently unavailable.  We are working with Ann Arbor to get this problem resolved and hope to have a resolution soon.

If you need to reach the Helpdesk until this problem is resolved please visit one of our Helpdesk locations (206 MSB or 3174 WSW – After 8am) or email us at itshelpdesk@umflint.edu.

 

Thank you and we apologize for the inconvenience.

Information Technology Services

07/16/14

MSB 206 Reopened

The construction crews worked quickly and have finished the work in 206 MSB therefore we have opened the doors and are ready for people to begin using the lab.

Thank you for your understanding while we all work around the construction in MSB.

-ITS

07/10/14

Single Sign-On Update – Blackboard Login Changing

ITS is pleased to announce that we will be upgrading the university’s Single Sign-On website (otherwise known as weblogin) on: July 12th

This new website will allow for announcements and notifications relevant to the specific services to be provided prior to log-in. As part of this upgrade, the Blackboard site will be moved to use Single Sign-On as well.

Below is a test image of the new website.

 SSO2

 

If you have any questions or concerns, feel free to contact the ITS Helpdesk at (810) 766-6804 or ITSHelpdesk@umflint.edu.

07/9/14

MSB 206 Lab Temporary Closing July 14th through 18th

The MSB 206 ITS Open Lab will be closed from Monday July 14th to Friday July 18th for construction. The 206 MSB ITS Helpdesk will remain open at our normal hours.

Below are the hours for the other ITS open labs.

Mon.-Thurs. Friday
Riverfront 24hr Swipe Access 24hr Swipe Access
3174 WSW 8am-5pm 8am-5pm
205 FH 7am-10pm 7am-6pm
Library 8am-10pm 8am-6pm

We apologize for any inconveniences this may cause.

If you have questions or concerns please contact the ITS Helpdesk at (810)766-6804 or itshelpdesk@umflint.edu