Where do I go for help?

Over the past 6 months, there have been a large number of changes as we transitioned to Shared Services. Although we are still modifying and improving processes, the main contact channels will remain intact.  This ensures you always know how to get help when you need it.

Classroom Emergency Support

  • Please dial 214-768-8888 to access the classroom support line.
  • Faculty in Cox can continue to use the help button on the podiums in the classrooms.

Classrooms in Lyle:

  • For Computer or Network issues in the classroom, contact 214-768-8888.
  • For assistance with AV and recording equipment, please contact the Lyle Distance Education Help Desk at 214-768-1260 or email dehelp@lyle.smu.edu.
    Lyle Help Desk Hours: Monday – Friday 8:30AM-5:00PM
    Control Rooms: Monday – Thursday 11:00AM-9:45PM and Saturday 8:00AM-12:30PM

Reporting issues or requests for assistance

The IT Help Desk is now fully staffed (see We are excited to announce the new Help Desk team!) and last month, we began offering full-time Help Desk support coverage 7 days a week. To ensure that all reported issues are being addressed quickly, support requests will be first handled/reviewed by the IT Help Desk rather than being distributed immediately to the local IT Resources.

All requests for assistance (outside of the classroom emergencies) should be made through one of our contact channels listed below.  The Help Desk will either respond to the issue directly or route the issue to the appropriate personnel for resolution.  Since many of the responsibilities of our IT personnel changed with the move to Shared Services, this process will ensure an efficient and timely response to your request by the appropriate personnel.


Monday through Friday: 8:00AM-8:00 PM
(classroom support line opens at 7:45am)
Saturday: 9:00AM-5:00PM
Sunday: 12:00pm-6:00pm

Contact Information

Email: help@smu.edu
Phone: 214-768-4357
Ticket System: help.smu.edu
In Person: Hughes Trigg Student Center

After hours emergency

Call the help desk number at 214-768-4357 and activate the emergency pager line.  This notifies the help desk consultant on call as well as the Director of Customer Service.

Additional Information

Printing issues/requests:  email imagenet@smu.edu

IT Purchases (Hardware and Software only): techsales@smu.edu

The Cox IT Desk: The Cox IT Desk will continue to serve the Cox community for checking out equipment and general assistance.  They are open Monday- Thursday from 7:30am- 9:30pm, Friday 7:30am-5:00pm, and Saturday from 7:30am-3:30pm.

As with any transition, some modifications may be needed.  We promise to address issues as quickly as possible.  Your feedback on requests for assistance is greatly appreciated can easily be done by replying to the ticket survey. You are also welcome to contact Help Desk Manger Lauren Nelson or the Director of Customer Service, Rachel Mulry, with any feedback.

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The OIT 2015 Progress Report is Now Available

2015 Progress Report Cover

The 2015 Progress Report for the Office of Information Technology is now available.
To view the report, please visit sites.smu.edu/oit/pr2015 or click the link below.

View Report

PDF and ePub versions are available on our website at

Office of Information Technology

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How to record a greeting for a secondary extension in Unified Messaging

Some SMU users have multiple extensions assigned to their personal mailbox for Unified Messaging Voice Mail. The secondary extension could be a department number or resource phone. By default, the same voicemail message will be played for all extensions assigned to a mailbox.

Here is how to record a unique greeting for a secondary extension:

To get started:

In Microsoft Outlook: In Webmail:
  1. Click File -> Manage Voice Mail
  2. Log on via the web interface.
  3. Follow the instructions below.
  1. From Webmail, click Options -> See all Options.
  2. Click Phone.
  3. Follow the instructions below.

To change the greeting:

  1. Under Call Answering Rules, click New Rule.
  2. Enter a name for the rule.
  3. Under Add conditions, select “If the caller dialed my phone extension…”, and select your secondary extension.
  4. Keep the default action, and click “Call the Play on Phone number to play or record a greeting for this call answering rule…”.
  5. Click Yes to save the call answering rule.

You will receive a call which will prompt you to leave a voice mail message. Be sure to include “press pound to leave a message”; this is a requirement for secondary extensions.

If you would like to switch your primary and secondary extensions, please email help@smu.edu to create a help desk ticket.

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New IT Training Available: Canvas, Qualtrics, Excel, and More.

We have added several new IT Training Workshops for the spring term, including new courses in using Canvas, Box, and Qualtrics.

Canvas: An Introduction

Canvas This class covers the newly introduced Canvas Learning Management System (LMS) that will be replacing Blackboard. These open sessions will introduce you to the Canvas interface, creating course content, customizing your course’s look and feel, assignment grading, and new features that were not included in Blackboard. Find the full schedule on the IT Training page.

Box: Getting Started

BoxThis class is a quick introduction to SMU’s new cloud storage system, Box. Learn how to log into box, add and organize files, install desktop sync software, and share/collaborate files with others. To register, please visit the IT Training page.


This 1 hour hands-on-workshop is designed with students in mind. We’ll explore basic workbook management, working with tables and charts, using the basic functions SUM, AVERAGE, COUNT, MAX, and MIN, plus much more. For more information, please visit the IT Training page.

Excel 2013: Understanding Formulas and Pivot Tables

ExcelWe’ll kick off this workshop by reviewing basic formulas and order of operations. Next, we’ll explore more advanced features such using IF logic, VLOOKUP, creating Pivot Tables, and more. To register, please visit the IT Training page.

Qualtrics: Creating Basic Surveys and Registration Forms

In this introductory session we’ll learn how to use Qualtrics for event registration and basic surveys. To register, please visit the IT Training page.

Sitecore Training

Sitecore We are offering several courses in using Sitecore, SMU’s Web Content Management System. In Sitecore: Getting Started, we cover the basics of using Sitecore. This introductory training is for individuals who have never used Sitecore or will be responsible for editing existing content and adding basic pages. In Sitecore: Advanced Topics, we take advantage of HTML & CSS to spice up those pages. New this year is Sitecore: A Q&A. Have a question about Sitecore that has been bugging you? Join our open forum to get your questions answered about using Sitecore. To find out more or to register, please visit the IT Training page.

Sharepoint: Moving Inside.SMU to the Cloud

SharePointThis session is designed to get you acquainted with the new look and feel of Inside.SMU (SharePoint 2013). We’ll review the basics of working with a team site and will also briefly discuss some of the new features you should expect as we move to the cloud. To register, please visit the IT Training page.

Meet the New IT Training Team

The IT Training Team2015 was a year of transition for the Training and Communications team. Now that we are fully staffed we wanted to take a moment to introduce ourselves. To get to know us a little better, visit the IT Connect blog.

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Meet the New IT Training Team

2015 was a year of transition for OIT’s IT Training & Communication team. Now that we are fully staffed we wanted to take a moment to introduce ourselves. We’re eager to serve you and hope we can meet you in one of our workshops soon!

Laurene Klassen

Laurene KlassenLaurene Klassen, Manager of IT Training & Communication has been with IT for the past seven years.  She recently became a Microsoft Certified Trainer and holds her Microsoft Office Specialist Master certification.  In addition to Microsoft courses, she often provides instruction for new system rollouts such as Concur and Selectica. In addition, she provides ongoing training for my.SMU.

“One of the things I enjoy most is helping people work smarter and more efficiently. I love learning new technology shortcuts and time savers and enjoy passing those on to our colleagues,” Laurene shared.

Prior to working in IT Training, Laurene worked with in Development and External Affairs.  She holds a Bachelor’s of Business Administration from Dallas Baptist University and a Master of Liberal Arts from SMU.  Laurene is a native of Massachusetts but is a Texan at heart.

Ian Aberle

Ian AberleIan Aberle is an IT Communications Specialist and Trainer for the IT Training & Communication team. Ian is responsible for much of OIT’s digital communications, graphics, and social media. Ian provides various training classes/initiatives with expertise in SMU’s Web Content Management System (Sitecore), web design, SMU’s digital signage solution (Appspace), and various tools in the Adobe Creative Cloud Suite.

“I love helping others to find creative solutions for their needs”, Ian recently commented.

Before joining the OIT  IT Training & Communication team last year, Ian served as the Manager of Multimedia & Web Development for Academic Technology Services for over 10 years and managed the students of the SMU STAR Program since 2001. During that time, Ian assisted faculty and staff with digital media, blogs, podcasting, and other Web 2.0 technologies. He also provides training and guidance with software and technologies, such as the Adobe Creative Suite and Apple Final Cut Studio. These skills have made a wonderful addition to the OIT Communications Team.

In his free time, Ian likes to spend time taking photos and road trips with family. You can see the outcomes of both on his site at ianaberle.com.

Zach Peterson

Zach PetersonZach Peterson, who has worked for the Help Desk since 2012, has recently transitioned to the IT Training & Communication team as a Training Specialist!

You may have spoken to Zach by calling the OIT Help Desk. Now, he will begin teaching several courses on Box, Sitecore, Qualtrics, and other services as we kick off our 2016 training sessions. He’s already jumped in with both feet by launching our Canvas training and compiling documentation and tutorials on various applications.

Zach commented, “I’m really excited to be starting this new position where I can continue doing what I love: teaching people how to use all of the amazing IT resources SMU provides. Plus, I look forward to meeting the people I’ve spoken on the phone with in person!”

Before working at SMU, Zach worked for the University of North Texas on both their Denton and Dallas campuses in both technical and customer support positions. He also has K-12 IT experience from his time at Northwest ISD near Fort Worth. He holds a Bachelor’s degree in Radio, Television & Film from UNT and is currently studying towards a Master of Liberal Studies degree here at SMU. He grew up in Valley View, Texas.


lyndaCampusLynda.com is one of the newest members of the IT training team. Lynda.com brings a wealth of knowledge and experience from hundreds of accomplished teachers and recognized industry experts to us through lyndaCampus. lyndaCampus provided thousands of hours of training to institutions around the world, including more than half of the Fortune 50 companies, all branches of the U.S. military, and 31 state governments. Through the lyndaCampus website, available at smu.edu/Lynda, you can access a vast online library of instructional videos covering the latest software, creative, and business skills – day or night.

Photos: Hillsman Stuart Jackson
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How to reset your PIN in the new voicemail system

When enabled for our new voicemail system (Microsoft Exchange Unified Messaging, or UM), you received a notification email with a temporary PIN. This PIN allows you to access to the voicemail system. If you are a new users, you will need to change it when you first login.

What happens if you lose your PIN, or misplace the notification email?

There are two options for PIN recovery. 

In Microsoft Outlook:

  1. Outlook's Manage VoicemailClick File -> Manage Voice Mail and logon to the web interface.
  2. Click “Reset My Voice Mail PIN”, then click “OK”

You will receive an email with a new temporary PIN.

In Webmail:

You can get to the same screen above by logging on to webmail.smu.edu/owa.

  1. Webmail See All OptionsClick Options -> See all Options.
  2. Click Phone.
  3. Click “Reset My Voice Mail PIN”, then click “OK”

You will receive an email with a new temporary PIN.

When you receive your temporary 4-digit PIN, call 214-768-8673 and enter your 5-digit telephone extension. You will be prompted to create a new PIN.

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Phishing Alert: Information Update

Phishing WarningThere is a phishing attempt circulating which requests that you update your MySMU portal information. This is not legitimate. Please do not click on the link or provide your credentials. If you have done so, please change your password immediately at smu.edu/password.

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Connecting Box.SMU and Linux

If you are primarily a Linux user and have started using Box.SMU, you’ve probably noticed that the incredibly useful Box Sync application is not available for Linux. Don’t worry, there is an out-of-the-Box solution for Linux users.

While it isn’t a slick app like Box Sync, it’s almost just as easy to set up your Box account as a folder on your Linux computer. This procedure varies by distro, but this example will cover Ubuntu and closely related counterparts. If you are using a non-Ubuntu or non-Debian distribution of Linux, make sure your particular flavor has the appropriate packages installed to support WebDAV connections. Consult your distro’s online communities and documentation for details.

The Box account settings menu.

The Box account settings menu.

Before we make any changes in Ubuntu, we will need to create what Box calls an “external password.” Since SMU uses Single Sign-On for accessing Box, you need to create a separate password within Box to play nice with WebDAV, which is the protocol used by Box to allow this type of connection. This is accomplished by logging into Box.SMU, then clicking on your name in the top right hand corner of the page. Click on Account Settings. On the settings page, near the bottom, there will be an option to create an external password. Click the edit button to set an external password. Now we’re ready to set up Ubuntu!

In Ubuntu, click on the Files button in the sidebar. Once the file manager appears, hover over the top toolbar and click on File when it appears and select Connect to Server.


The Ubuntu Connect to Server dialog window.

In the Connect to Server window, type in the server address in the appropriate field. In this case, the address is davs://dav.box.com/dav. Once complete, click connect. You will be prompted for your SMU e-mail address and the external password you made in Box.

File Manager

Your Box.SMU account now appears within Ubuntu’s File Manager!

And that’s it! Your Box folders should now appear as an external server that your computer is now connected to. Thankfully, Box has made this procedure quick and easy that not having an official Box Sync app is a little less painful.

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Box.SMU is Now Available

The holidays may be over, but we have one more “Box” for you to open.

BoxWe are proud to announce the availability of Box.SMU. Box is a cloud-based storage and collaboration service for SMU faculty, staff and students. Files can be securely stored and easily accessed within Box from most devices. Share large files securely with anyone – even if they are not SMU employees or students. View and comment on any kind of document, and connect with coworkers – no matter what device they use

Benefits of Box 

  • Access files wherever you have an internet connection
  • View and sync files from most devices
  • Store your files securely with 256-bit multi-layered encryption
  • Unlimited storage quota
  • Upload files with a maximum size limit of 5 GB per file
  • Full text search within documents
  • Collaborate on documents with colleagues both inside and outside the University

Getting started

  1. Go to box.smu.edu to log in. All active SMU faculty, staff, and students have access to Box.
  2. Click the “Box Login” button to access Box. At the welcome screen, click the “CONTINUE” button to log in using Single Sign-On.
    • If you are currently logged into another system using Single Sign-On, you will be directed to your online storage space in Box.
    • If you are not logged in to a system using Single Sign-On, login with your SMU ID and your SMU Password. You will then be directed to your online storage space in Box.
  3. Enjoy your new storage space.

Access Your Content

You can upload content easily to Box using your web browser. Share your content with your colleagues or outside of your company using Box‘s two ways of sharing. You can even access your files with your mobile device with the Box app.

Departmental Storage

While Box is an enterprise storage solution for SMU and is the intended replacement for Locker.SMU, we do not recommend migrating department files to the service at this time. Box is launching as an individual online storage space for faculty, staff, and students. Later this spring, we will provide Box storage for departments. Files commonly stored on the network drives, Locker.SMU, or Inside.SMU for departmental sharing and documents related to HIPAA and PII should remain on those services until the announcement of Box for departmental use.

Please contact IT Help Desk at 21-768-HELP if you have any questions or issues, or visit the Box service page at www.smu.edu/OIT/Services/Box.

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Migrating Your Personal Box Account into an Enterprise account

Current Box users authenticating with a SMU.edu email account will be converted to a managed Box account under Southern Methodist University on January 11, 2016.

BoxThe change to an Enterprise account under SMU will not cause any data loss to your files, alter your permission settings, or affect the folder structure of your content. However, it will give you access to several important features that are not available to personal Box account users:

  • Upload file size limit increased from 250MB to 5GB
  • Larger storage quota
  • Password protected sharing
  • Faster uploads
  • Detailed version history

If you would like to join SMU’s Box account as a managed user and merge your personal data, take no action.

If you currently have any content within your Box account that you would like to remove or transfer to a personal Box account, please do so by January 11, 2016.

Options to remove or transfer to a personal Box account:

  • Change your current Box primary email address from a SMU.edu email address to a personal address.  SMU domain email address will no longer be available for use with personal Box accounts.  Instructions can be found at support.box.com/entries/20359433
  • Open a new personal Box account with a personal email address and invite this personal account into your SMU.edu account folders that you’d like to migrate. Promote your personal Box account to be the folder owner and remove your SMU.edu as a collaborator from the folder(s)
  • Use a third party service such as Mover, available at mybackupbox.com, to transfer content from Box account to another

Please contact IT Help Desk at 21-768-HELP if you have any questions or issues, or visit the Box Project Page at smu.edu/oit/projects/box.

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