08/20/14

Changes in ITS Services and Support for August 22nd – Aug 26th

ITS would like to take a moment to outline some changes in our support and services over the next week due to events around campus and lab and printer upgrades.

ITS Helpdesk Support

  • Friday August 22nd
    • Helpdesk support will be phone/email support only from 6pm-10pm.
  • Saturday August 23rd
    • Helpdesk support will be phone/email support only from 10am-Noon and then we will be available by phone/email or in the MSB 206 computer lab from Noon-6pm.
  • Monday August 25th
    • Helpdesk locations in both MSB 206 and WSW 3174 will be open normal hours.

MSB 206 Lab

  • Friday August 22nd
    • Printers will be down for printer upgrades.  Please use printers in the WSW 3174 lab during this time.
    • Lab will close at 6pm due to CRIM festivities. Please utilize the Riverfront lab, Mcard required, after 6pm.
  • Saturday August 23rd
    • MSB computer lab will be open from Noon to 6pm due to CRIM festivities.
  • Monday August 25th
    • Lab will be closed for computer upgrades.  Please utilize one of the other open labs during this time, for a list of labs please visit http://umflint.edu/helpdesk.

French Hall 205 Lab

  • Friday August 22nd
    • Printers will be down for printer upgrades.  Please use printers in the WSW 3174 lab during this time.

ITS Computers in the Library

  • Friday August 22nd
    • Printers will be down for printer upgrades.  Please use printers in the WSW 3174 lab during this time.

WSW 3174 Lab

  • Monday August 25th
    • Printers will be down for printer upgrades.  Please use printers in MSB 206, FH 205, or the Library during this time.

Riverfront Lab

  • Monday August 25th
    • Printers will be down for printer upgrades.  Please use printers in MSB 206, FH 205, or the Library during this time.

If any delays occur in printer installation some printers may be installed on Tuesday August 26th, please watch for signs in the labs for more details. For more information on the printer upgrades please visit our blog: http://blogs.umflint.edu/its/2014/08/19/new-papercut-multifunction-print-stations-coming-to-its-locations/

We apologize for any inconvenience these upgrades and changes may cause you. Please contact the ITS Helpdesk with any questions or concerns you may have during this time.

08/19/14

New Papercut Multifunction Print Stations Coming to ITS Locations

New Papercut Multifunction Print Stations

ITS is proud to announce that we will be implementing Multifunction Print Stations as part of the Papercut service. Installation of these stations will begin on Friday August 22nd and is scheduled to be completed by the end of the day on Tuesday August 26th.

If you have used the 206 MSB lab this summer, you may already have experience with the test model installed there, pictured below.

1New_Printer1

Print in Black & White or Color from a single printer

Previously, students had to print to either a color printer or a black & white printer.  With the new Multifunction Print Stations, a single printer is capable of printing with either document type. Users will still need to select whether they are printing to the color or black & white portions of the device from the application they are using, but will be able to visit a single printer for both prints.

Card Swipe Login

With the new print stations, users now have the option of either logging in to their accounts manually or simply swiping their Mcard. The first time a given Mcard is swiped, the station may request the user to log in using their LAN credentials to associate the card.

4Card_Swipe4

Copying & Scanning

The print station includes two methods for scanning. The first method is simply placing the pages you wish to scan face down in the scanner portion of the print station, and selecting the scan function from the station.

The second method allows a user to insert a stack of pages into the tray shown below. This method supports double-sided scanning as well as scanning of a larger quantity of documents rapidly.

3Top Tray3

These print stations provide two options for scanned documents. Copying (with the option to select the number of copies desired), and scan to email. For security reasons, all scans to email must be emailed to the user performing the scan. When copying, the print station will default to assuming the document is black & white, however this mode can be changed simply via the touch interface to color. Please be aware that copying in color mode will charge your account the same as printing color copies. The print stations also support reducing or enlarging the size of scanned documents prior to print, as well as conversion between single and double sided scanned documents and printed documents.

Please be aware that once installed these new printers will be using the Fall 2014 print allotment.

If you have any questions regarding these new printers, or if you require any assistance using this new system, please contact the ITS Helpdesk by phone at 810-762-3123 opt. 1 or by email at ITSHelpdesk@umflint.edu

08/19/14

Fall 2014 Mcard and Parking Permit Distribution

Fall 2014

Parking Permit and Mcard Distribution

Located on the University Pavilion Stage (Under the ITS Tent)

Fall Hours – September 2nd to 8th

Tuesday, September 2nd, 2014        8:00 a.m. – 7:00 p.m.
Wednesday, September 3rd, 2014        8:00 a.m. – 7:00 p.m.
Thursday, September 4th, 2014        8:00 a.m. – 7:00 p.m.
Friday, September 5th, 2014        8:00 a.m. – 4:00 p.m.
Monday, September 8th, 2014        8:00 a.m. – 7:00 p.m.

Mcard

Please be sure to bring your Government Issued Picture ID along with the
MakeModel, and License Plate Number for your vehicle to receive
your Student ID and Parking Permit.

Returning Students who Already have a Parking Permit:

Please bring your Mcard and Parking Permit to receive your validation sticker.

ITS continues to distribute Mcards, parking permits, and/or validation stickers to students registered for the current semester throughout the semester at the Mcard stations in the open computing labs at 206 MSB and 3174 WSW.

08/18/14

206 MSB Lab Closing for Upgrades

The 206 MSB ITS Open Lab will be closed on Monday, August 25th.

The lab is being temporarily shut down to allow ITS Staff to upgrade all computers present in the lab.

Please visit another of the ITS Open Labs during this time.

Lab Hours

Riverfront – 24 Hour Swipe Access

3174 WSW – 8am to 5pm

205 FH – 7am to 10PM

Library – 8am to 10pm

In addition, the 205 FH Lab, 206 MSB Lab, and Library Labs will be receiving new papercut printers on Friday, August 22nd

Please be aware these printers will be unavailable during the upgrade.

The 206 MSB Helpdesk will remain open during this process.

We apologize for any inconvenience this may cause

Update: Due to unforeseen circumstances, the lab upgrade has been rescheduled. Please see the above information for the new date

08/18/14

Edit: System Restored – Formassembly Outage 8/18/14

EDIT: As of 12:05 today Formassembly has been restored. We apologize for the inconvenience this has caused.

===========================================================

At the current time, formassembly.umflint.edu is experiencing an outage. All forms utilizing this service are currently offline.

ITS is working to restore this service as soon as possible.

If you have any questions or concerns, please contact the ITS Helpdesk at 810-766-6804 opt 1, or by email at ITSHelpdesk@umflint.edu

08/7/14

ITS Helpdesk Phone Outage 8/7/2014

Update: As of 3:00 pm it appears the Helpdesk phones have been restored. Thank you all for your patience.

The ITS Helpdesk is currently experiencing an outage of our phone systems. We are in contact with ITComm in Ann Arbor to resolve this issue.

For immediate assistance, please contact the helpdesk at ITSHelpdesk@umflint.edu or in person at either our 3174 WSW location or 206 MSB location.

We apologize for any inconvenience this may cause.

08/4/14

ITS Annual Retreat – Wednesday Aug. 6th

Dear Campus Community,

Information Technology Services will be observing its annual retreat on Wednesday, August 6th. The main office in the North Bank Center will be closing at 11:00 am and will remain closed for the rest of the day. The ITS Help Desk will remain open during this time, however they will not be able to sell software or reset employee passwords as it will be staffed by student employees only. Mediated Classroom Services will remain open as well, but it will also only be staffed with student employees.

Scott Arnst

Director of Information Technology Services

University of Michigan – Flint

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

————————————————————

 

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

===============================================================================

Customer Acknowledgment Email:

CustomerAcknowledgment_FromEmailToHelpdesk

 

Case Update Email:

CustomerNotification_FromInteraction_and_TechnicianAssignment

Case Resolved Email:

CustomerNotification_CaseResolved_SatSurveyLink