Royal IT Support is Live

Information Technology is proud to announce the launch of Royal IT Support, our new IT ticketing system. Royal IT Support, which replaces Footprints, provides our campus with improved communication around IT issues and requests.

Royal IT Support Features

This system allows users to easily:

Report an Issue through a simplified form (on your behalf or someone else’s).
Request a Service through an IT service catalog.
FAQ answers questions about the new website.
View my Issues/Requests gathers all of your open (active) and closed (completed) requests.

How do I access Royal IT Support?
You can access the system in two ways. Please note that you will need to log into the system with your my.scranton credentials.
• Go directly to scranton.edu/royalitsupport.
• Log into the my.scranton portal, and on the Home tab you will see an Royal IT Support link.

What happens to my existing tickets/requests in Footprints?
Both systems will be running simultaneously for a few months. If you already have open request in Footprints, they will continue to be resolved through this system. New requests are added in Royal IT Support. Query access will be available in Footprints by going to tsc.scranton,edu.

Will I still receive updates through e-mail?
Yes. You will continue receiving email updates. You can also view request statuses and updates through the Royal IT Support portal.

The following sessions have been scheduled to review this new system. Please register at scranton.edu/ITtraining.
• Tue. July 10 – 10 a.m. to 10.30 a.m. in AMH 103
• Tue. July 31 – 3 p.m. to 3:30 p.m. in AMH 103
• Fri. Aug. 17 – 9:30 a.m. to 10.00 a.m. HYL 402

If you have any questions, please contact the Technology Support Center at 570-941-4357 or techsupport@scranton.edu.

IT Forum Recap: IT Ticketing System

Footprints, the IT system that is currently used to log technical issues or requests will soon be replaced. This July we will the launching Royal IT Support, our new ticketing system that will provide our campus with improved communication around IT issues and requests.

Royal IT Support will allow you to:

  • Report an issue through a simplified form (on your behalf or on someone else’s)
  • Request support based on a specific service
  • Review your open and closed (completed) requests

User training will be available in July and August.

Information Technology’s Communications Plan

As it was introduced in the August edition of the IT Matters, the Division of Information Technology has been focusing on redefining how our division communicates with our campus. We understand that news and announcements can easily get lost on our active campus. Our goal is to improve our campus communications with regard to crafting messages that our audiences can relate to.

We implemented a communications plan that details our communication strategies for planned and unplanned outages, IT initiatives, and ongoing communications. We have built a matrix to address how to communicate based on the following criteria;

  • Impact of Change/Outage (campus-wide, isolated, internal)
  • When notifications should be sent
  • How communications should be sent
  • Definition of which systems are campus-wide, isolated and internal

For example:

We have defined a planned outage as necessary interruptions in customer services. These interruptions are necessary in order for IT to implement changes or perform system testing. In this case, based on our matrix:

  • if the downtime affects the entire campus (such as outages with our network, ERP, Portal Services, Phones, LMS, Virtual Labs, Email, Royal Drive, Royal Card, POS, Cable TV, scranton.edu website), we plan to communicate with the entire campus through email and the status.scranton.edu webpage a minimum of five business days or more in advance.
  • if the outage is isolated and affects a specific group of individuals (CMS, Digital Signage, Library Printing, Workflow, QA/DEV Environments,  Imaging, classroom technology), we plan to communicate only with those affected through email and the status.scranton.edu webpage a minimum of five business days or more in advance.

During the development of this plan, we identified the need to create a central place where outages were posted. We created a service status webpage , that offers an up-to-date report of the operational state of campus IT services at the University. Visit and bookmark the website: status.scranton.edu.

We have been using our communications plan since August. We anticipate that some minor modifications might be necessary as we receive feedback from students, faculty and staff.

 

Image designed by Freepik

Windows 10: A Few Features You May Have Missed

Tip 1: Storage Sense
Windows 10 now gives us an easier way to locate old files that may be taking up vital hard drive space.

  • Go to Start
  • Settings (as pictured)
  • System
  • and select the option labeled Storage on the left
  • Select your C: drive to see what files are using hard drive space

Now you will be treated to a graphical representation of data storage on your hard drive.  You can simply navigate to the different locations and select larger unnecessary files to delete.

Tip 2: Steps Recorder
Windows 10 offers a great utility to assist in documenting tasks called the Steps Recorder.

  • Go to your search bar and type in Steps Recorder
  • Select the program

To start recording:

  1. Select Start Record.
  2. Go through the steps toperform your task. You can pause and resume the recording at any time.
  3. When you’re done, select Stop Record.
  4. Select Save, name the .zip file, choose where to save it, and then select Save.
  5. Now you can attach and send this .zip file to others. It can be viewed in any web browser.

 

 

How easy is that!

 


Written by Tom Kern, Field Services Technician 

Royal Drive Replacement Plan

For the past year, the Division of Information Technology has been researching a replacement for Royal Drive, our enterprise file storage system. The goals for a new system were threefold including secure storage, mobile access and content sharing.

The research process included the issuing of an RFI for vendors to respond, demos of each vendor’s product, consulting with Gartner research, and conducting a 2-week pilot of select products by a committee composed of faculty and staff.
Based on the research and our findings, we will be moving forward with using local network storage and Microsoft OneDrive/SharePoint services for staff, and piloting Dropbox for faculty storage. The faculty pilot will include all full-time faculty for a 2-year period with an annual assessment of utilization.

An implementation team is being formed within IT and work will begin shortly. Details regarding the project and its time frame will be forthcoming.

 

By Susan Bowen, Associate Vice President and Chief Information Officer

How to Manage Your Departmental Phone Greetings

The following instructions are for the person responsible for maintaining the greeting portion of the Call Handler for the department.

Note: Please contact Technology Support Center at x4357 before changing the greeting if you are changing the options so the callers will be properly routed to match your greeting. The actual routing for the caller must be managed through Network Services Department.

To record and activate your Alternate Greeting for your department, follow the items in bold:

  1. Dial 5445
  2. You will hear “Cisco Unity Connection Greeting Administrator
    Enter your ID followed by # (this is your personal 4 digit voice mail ID so the system can ensure you are the person allowed to change the Call Handler)
  3. Enter your pin followed by # (The pin for your personal mailbox)
  4. Enter the extension of the Call Handler followed by # (the 4 or 5 digit number of the Call Hander you want to change)
  5.  “Callers hear the standard greeting –……” (It will play the greeting that is currently set)
    To turn on your Alternate Greeting press 1
    Change Standard Greeting 2
    Change Busy Greeting 3
    Change Closed Greeting 4
    Change Internal Greeting 5
    Change Alternate Greeting 6
    Change Holiday Greeting 7
    Exit *
  6. To play the Alternate Greeting press 1
    Rerecord your alternate greeting press 2
    Record your greeting after the tone. When you area finished press #
  7. To return to the main menu press *
  8. To turn on your Alternate Greeting Press 1 (Turn on the greeting you just recorded.

You can continue to record by following the instructions until you are satisfied with what you recorded.

Follow instructions from there to exit.

When you need to put the original greeting back in place you will need to turn off the alternate greeting and play the standard greeting.

View the instructions on how to record and activate your personal Alternate Greeting.

The Employee Directory Gets a New Look

The employee directory is one of the most important and frequently visited features on our portal. As such, it has been redesigned to help you locate and contact people more efficiently.

To access the Employee Directory:

  • Visit My.Scranton.edu
  • Go to the Employee tab
  • In the “Directory” channel, Click on Faculty/Staff

In the directory you may also do the following:

1. Edit Your Directory Information. At anytime during the year, faculty and staff members can update their directory listings for the following information:

  • First Name
  • Last Name
  • Middle Name
  • Suffix
  • Department Chair
  • Degree(s)

2. View the Department Directory. View the directory information by department. To edit your Department Directory information, please contact News and Media Relations at info@scranton.edu.

Banner 9 Admin Updated Resources

The following Banner 9 resources have been updated/added:

  • Current Issues
  • Budget Training slides, guidelines and navigation documents
  • Quick References: Student Formation, CTLE and Budget Supervisor

To find these resources:

  • Visit My.Scranton.edu
  • Go to the Banner ERP tab
  • Click on Learn More: Banner 9 Admin

Are you looking for Banner training?

The Division of Information Technology have been busy training University staff and faculty these past several months. If you are looking for Banner 9 training and have not been contacted, please email julie.brackeva-phillips@scranton.edu.

Banner XE Transformed Resources

As we continue to introduce various departments to Banner XE Transformed, we want to make sure that you are aware of resources that are available to you.

We have developed a knowledge base that highlights current issues and tips, implementation schedule, quick reference guides for specific modules and have provided you with Ellucian documentation.

Resources

To find these resources:

  • Visit my.scranton.edu
  • Go to the Banner ERP tab
  • Click on Learn More: Banner XE Transformed

We will continue to update this information as we continue meeting with various offices and working through the implementation phase. Various training sessions will also be provided later in the semester.

Get your Banner Questions Answered

To address your questions and concerns more effectively, we have developed a Banner triage group. The members of this group consists of:

  • Julie Brackeva-Phillips, Manager of Technology Support Services
  • Maureen Castaldi, Manager of Database Management Services
  • Ken Hensel, Business Applications Analyst
  • Cindy Hricko, Manager of Enterprise Application Services
  • Rose Ann Jubinski, Business Applications Analyst
  • Chris Krall, Manager, Systems Infrastructure Services
  • Alex Krist, Business Applications Analyst

Please contact the Technology Support Center at 570-941-4357 or techsupport@scranton.edu for assistance.

Windows 10 Upgrade and Training Information

After months of testing, Client Services is excited to announce the limited availability of the Windows 10 self-service upgrade through Microsoft’s System Center Configuration Manager (SCCM). This self-service upgrade is first being offered to faculty and staff members who are using a Dell Optiplex 3000 series desktop device that is not scheduled for replacement in 2017. The Optiplex 3000 series devices are the first to receive the upgrade because testing demonstrated this model will complete the upgrade more rapidly than older models. The Dell Optiplex 3000 series includes Dell Optiplex models 3010, 3020, 3040 and 3046. Laptops and older series desktops will be eligible for the self-service upgrade at a later date.

The upgrade is being offered on a department by department basis. Individuals who are eligible recipients of the Windows 10 Self-Service Upgrade will be notified of their eligibility via email two weeks prior to the eligibility start date. Once the start date arrives, the upgrade can be applied Monday through Thursday of that week. Participants are encouraged to start the upgrade at the end of a work day, just prior to leaving for the evening. Once the upgrade is triggered, no further action is required to complete the upgrade. Departments and individuals unable to perform the upgrade in the assigned week can be rescheduled at a later, more convenient time by contacting itservices@scranton.edu.

In order to better assist individuals with the upgrade, a dedicated IT support person will be assigned to each participant. Dedicated support will not perform the upgrade on behalf of participants but should be contacted if a problem is encountered at any time during the upgrade process. The name of the dedicated support person will be included in each participant’s email invitation.

Windows 10 is now the standard operating system being deployed on new computers and on computers requiring rebuilds. Additionally, all lab computers will be upgraded to Windows 10 LTSB (Long Term Servicing Branch) this summer.

Windows 10 training sessions will begin in February. We recommend the following Windows 10 resources:


By Diane Kennedy, IT Client Services Analyst