Category Archives: Helpdesk

Help Desk Self Service – Submit and Check Tickets Online

CTS is happy to announce an online system that will allow you to interact with the Help Desk from your web browser.   The system is called “Self Service” and is available from a link with the same name on the www.oswego.edu/help website.

Log into Self Service with your Laker NetID and you’ll see a page that looks like the following:

The system is divided into three sections.

The “Get Help” section allows you to submit a new ticket if something isn’t working or if you just need to ask a technical question.  You can also check the status of your tickets from this area.

The “Service Catalog” is where you can browse the CTS catalog of requests.  It is broken into student and employee requests.  These requests range from installing a piece of software in a computer lab, requesting a technical training or registering a third device on the residential network.  The shopping cart allows you to “order” items now or at a later time.

The “Knowledge” section allows you to search for answers to your SUNY Oswego technical questions.  The articles have been written by CTS staff to assist in answering commonly asked technical questions related to the services used on campus.  Be sure to check the “Twitter Updates” for the latest news from CTS and to follow us.

We’d like to thank members of the campus, including faculty, staff and students, that volunteered their time to test out the system before releasing it to the campus.  They provided us with extremely valuable feedback to make the service even better before reaching you.

Please feel free to explore Self Service at www.oswego.edu/help and let us know what you think.

Help Desk Renovation Completed

The newly renovated CTS Help Desk is now open.

CTS recently renovated the campus Help Desk to better serve our customers. The new setup optimizes the space, allowing us to work more efficiently and to better handle phone and walk-in traffic.

The front desk has a more flexible design to balance both phone calls and visitors.  Formerly, it was possible for a technician to be on the phone during heavy call times, but yet have visitors standing at the counter waiting for them to finish the call to assist them.  We now have a space which will allow our technicians to focus on assisting people on the phones while a nearby space can focus on visitors.

Our workbenches on the side wall are standing height now vs. our previous sitting height tables. Formerly, there was not enough room to accommodate sitting chairs while working on fixing computers.  The workbenches allow for standing or sitting with ample repair space.

In addition, we will have flexible consulting spaces.  Benches will be installed in the near future around the perimeter wall in front of the front desk .  Already available is a consulting table behind the front desk.

All of the staff working at the Help Desk now also have ample work space with their own storage. Previously, space was pretty tight with no real room for filing or personal belongings.

All-in-all, we are very pleased with our renovation.  We would like to thank the campus Facilities staff, contractors and CTS staff for helping us design a more welcoming, flexible space that we hope has direct benefits to our customers.

Below are some before and after photos and we also captured some of the renovation through a time lapse video.

You can also view more photos on our Facebook page.

We appreciate everyone’s patience as we made the transition.  Please feel free to visit us in 26 Lanigan for any technical issues or just to check out the renovations.

Before the Renovation Project

Before the Renovation Project

Renovation Begins

Renovation Begins

Renovation Continues, New Paint and Carpet

Renovation Continues, New Paint and Carpet

 

Renovation Completed

Renovation Completed 

 

Renovation Complete

Renovation Complete

Help Desk Employees Ready to Assist our Clients

Help Desk Employees Ready to Assist our Clients

 

 

 

 

 

CTS Help Desk Extended Hours

The Help Desk will be open extended hours through the weekend.  Our hours will be:

Friday, January 24th: 8am – 7pm
Saturday, January 25th: 12(noon) – 4pm
Sunday, January 26th: 12(noon) – 7pm

If you are experiencing any technical issues, please take advantage of the extended hours.  We look forward to assisting you!

Shared drive and web services issues resolved

At approximately 9pm last night, CTS began receiving outage reports concerning web services such as Banner/MyOswego, and faculty shared drives.

The problem was traced to a technical issue with equipment that hosts these services. Several other services residing on said equipment were also affected this morning, including: MailMan, digital signage, and TMA.

As of 10:00 am, access to all the above-mentioned services has been restored. If you are still having problems mounting shared network drives, please reboot your computer.

Also, a belated email from MailMan likely “escaped” as that service was brought back online. We apologize for the confusion and thank everyone for being patient while we resolved these issues.

Tell Us How We Did!

Starting December 27, the Campus Technology Services (CTS) Help Desk will be sending customer satisfaction surveys to faculty, staff and students who we recently worked with to resolve a computer-related issue.

Survey recipients are chosen at random when a client’s ticket is closed.  If you should receive one of these messages, they will be emailed from help@oswego.edu with subject “Campus Technology Services survey regarding Incident <number>.”

The survey consists of five questions which should take just a few minutes to complete.  The questions are targeted at your satisfaction with the service you received.

We are always interested in hearing all levels of feedback – the good, the bad and the ugly – in order to improve our services.  Thanks in advance for providing it to us!

 

Meet the Help Desk

As of Thursday, September 26, the Technology Support Center was renamed to the Help Desk.  Chief Technology Officer, Sean Moriarty, said the name change “reflects how the campus referenced the previous Technology Support Center and is a well-known industry term.”

Over the course of the last week, CTS has been working on updating our website, email and documentation to the new name.  Any emails you may receive from us will show up in your inbox  from the “Help Desk.”

Our contact information is still the same.  You can reach us by phone at 315.312.3456, email at help@oswego.edu, walk-in at 26 Lanigan Hall.  We are also on Facebook, www.facebook.com/sunyoswegocts and Twitter, www.twitter.com/sunyoswegocts.

 

CTS to Implement New Helpdesk Software

Campus Technology Services (CTS) is pleased to announce its adoption of ServiceNow, a cloud-based helpdesk ticketing system that will replace the current HEAT system on Friday, May 3.

ServiceNow is an industry-leading product with many notable clients, such as Emory University, Loyola Marymount University, Staples, SONY Pictures, and Yale University. It will allow CTS to track and service the campus community’s tech support issues more efficiently.

As part of the new system’s functionality, you will receive email updates whenever your tickets are modified (or if a staff member needs to communicate with you about them). These messages will originate from oswego.service-now.com, not oswego.edu. In most cases, any reply you make to these emails will be automatically appended to your open ticket(s).

CTS plans on extending capabilities of ServiceNow in the near future, including a self-service web page that will allow our users to log their own tickets and check the status of those tickets online. We look forward to serving you better with these new tools and welcome your feedback as we make additional enhancements.

 

Notes from the Helpdesk written on a pad with a pen under it.

Notes From the Help Desk

The Technology Support Center will have additional staff available from 10am to 7pm on Jan 23 & 24 to assist students in getting connected to the residential network or the wireless network.

Please call the TSC at 315.312.3456 or visit us in 26 Lanigan to take advantage of the extra staffing.

For our regular Spring semester hours of operation, please visit the TSC web site.

Are you on Facebook? Want to receive updates from CTS on new services, updates, system outages, and more? Join our “SUNY Oswego – Campus Technology Services” Facebook group and start receiving updates!

Notes from the Helpdesk written on a pad with a pen under it.

Notes from the Help Desk

The Technology Support Center (TSC) will be open extended hours for the first two weeks of the semester to assist with any start of the semester technology issues students,  faculty, and staff may have.  Please check the TSC website for specific hours.  The TSC is located in 26 Lanigan Hall and is available by email at help@oswego.edu and by phone at 315.312.3456.

Are you on Facebook? Want to receive updates from CTS on new services, updates, system outages, and more? We recently created a “SUNY Oswego – Campus Technology Services” Facebook group. Become a fan and start receiving updates!

iOS 5
Apple recently released the iOS version 5 operating system for its i-products.  It has been reported that using the campus wireless network with iOS 5 will cause the user to frequently have to reauthenticate.  The CTS Networking group is currently aware of this and will be investigating solutions in the near future.