Category Archives: Helpdesk

Extended Help Desk Hours

open late neonSince the semester is fast approaching, the Help Desk will be holding extended hours for the following days:

Thursday, 8/25: 8 am – 7 pm
Friday, 8/26: 8 am – 7 pm
Saturday, 8/27: 12 pm – 4 pm
Sunday, 8/28: 12pm – 7 pm

Give us a call at 315.312.3456, email us at, or stop by our office at 26 Lanigan Hall for assistance.

Variation of Labor Day Weekend Phishing Email Circulating

As of early Sunday morning, 9/13 a variation of the Labor Day weekend phishing email has been received by some of the campus population.  The number of campus accounts sending the message is a small percentage of last week’s count and have been suspended. Suspended accounts will be notified upon login to LakerApps at

An example image of the content of the variation is included below.  Please note that the clickable web address may vary from email to email.

If you receive a message like this, please do not click on the link.  If you already have, please change your password immediately at

CTS has taken steps to block future messages from being sent out.  We continue to work with Google on identifying accounts with suspicious activity.

Even though there are no classes tomorrow and Tuesday, 9/14-15, the Help Desk will be open all week during normal business hours.  Hours are Monday-Thursday, 8am-7pm and Friday, 8am-4:30pm.

Help Desk Extended Hours Start 8/20

The CTS Help Desk will have extended hours starting Thursday, 8/20.  Hours will be the following:

Thursday, 8/20: 8 am – 7 pm
Friday, 8/21: 8 am – 7 pm
Saturday, 8/22: 12 pm – 4 pm
Sunday, 8/23: 12pm – 7 pm

After Sunday, our normal help desk hours will be:
Monday-Thursday: 8am-7pm
Friday: 8am-4:30pm
Saturday, Sunday: Closed

Please note the semester hours may change during holidays.

The Help Desk can be reached by phone at 315.312.3456, email at, or onsite in 26 Lanigan Hall.

After-hours resources
You can now submit a ticket 24 hours a day, 7 days a week via Self Service. Check on the status of your tickets, message the representative working on your ticket, and more!

If you call after normal business hours, please leave a detailed voicemail message; we will return your call as soon as possible. If there are campus-wide outages, we will post updates to our recorded status line. Major alerts for the campus are also available online and via our Facebook group.


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 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 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.