Tag Archives: helpdesk

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 (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.

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 faculty, staff and students 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.eduand 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!

Lion Operating System

Apple recently released its newest operating system called Lion (OS X version 10.7) available from the Apple app store for $29.99.  If you are a Mac user, please DO NOT upgrade to this version on any of your college-owned devices or personal devices that you may use on campus.  At this time not all campus applications are compatible with Lion, especially the campus wireless network. CTS is currently working with our networking provider for compatibility updates, but it is likely that these updates will not be available until a week or two after the start of the semester.

For anyone who already purchased Lion or bought a new machine that came with Lion and were expecting to use the campus wireless network, you will not be able to do so at this time.  We welcome you to utilize our various campus computer labs.

We will be posting updates on our  CTS ResNet web site as we have them.

CTS has signed an agreement with Apple to acquire Lion and will be making plans to upgrade SUNY Oswego-owned machines to this new version.  As a plan is finalized we will be sure to inform our user community.

ResNet Room Service
Students living in the Residence Hall rooms will be using the Cisco Clean Access automated registration system again this year to register their computers on the campus network. Look for a Getting Started document hanging on each Residence Hall room door handle.

CTS will be offering ResNet Room Service again this semester to assist students who may be experiencing problems getting their machines connected to the residential network in their residence hall rooms. During ResNet Room Service, students may sign-up for CTS professional staff to visit the computer in their room to help resolve any issues with getting it connected to ResNet. The schedule for this fall semester is as follows:

For Oneida/Cayuga/Seneca/Onondaga Halls and The Village:
Room Service Date/Time: Monday, August 29, 3pm – 9pm
Sign Up Location: Please visit the Oneida Computer Lab

For Hart/Funnelle/Sheldon Halls:
Room Service Date/Time: Tuesday, August 30, 3pm – 9pm
Sign Up Location: Please visit the Hart Computer Lab

For Scales/Waterbury/Riggs/Johnson/Mackin Halls:
Room Service Date/Time: Tuesday, August 30, 3pm – 9pm
Sign Up Location: Please visit the Scales Computer Lab