Winter Break Brings New Classroom Upgrades to Campus

During the winter break, our Classroom Support team was hard at work to make sure classrooms in need of technology upgrades were ready for the new semester. As semesters go by, heavily used equipment becomes less reliable and older technology requires replacement to keep classrooms functional.

Almost forty classrooms received upgrades over the break with improvements including new projectors, enhanced functionality, revamped control systems and more. Here are a few examples of the work that’s been completed across campus:

  • Annette Simmons:  New projectors in 138, 144 and 218.  New lamps in 221 and 213.
  • Dedman Life Science: New projectors in 110, 127, 128, 129, 130 and 131.
  • Clements Hall: New projectors and control systems in G16, G18, 120, 126, 225, 324, 325, 326 and 334.  New computers installed in 225, G18, 326 and 334.
  • Dallas Hall: New control systems in 120, 137 and 138.
  • Umphrey Lee: New power control in 233.
  • Owens Arts Center: New power control in B150 and 2020.
  • Hyer Hall: TV/wall monitor installed in G21.

These repairs and improvements are just a small portion of the larger mission to update all classrooms on campus for a more consistent experience for faculty and students. As always, if you have any questions regarding the operation of classroom equipment, feel free to contact the IT Help Desk at 214-768-4357. If there is an immediate technical problem with the classroom, a support representative will be dispatched to your location and should arrive within five minutes.

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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.

 Hours:

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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Service Desk Quarterly Reports

Since a majority of the help requests are captured within our help desk ticketing system, we have access to a large amount of data regarding the types of issues or requests being made on a regular basis. Although the ticket metrics do not provide a comprehensive picture of the work being done by IT, it does provide some valuable information about trends, typical response times and areas for improvement.

A few weeks ago, a report was sent to each of the schools capturing some general information and metrics gleaned from the ticket system as well as key highlights from the shared services transition.  The metrics presented can serve simply as a baseline for understanding service levels.  After producing the initial report, we’ve identified several processes where we need to report in much more detail to capture the actual service level.  So adjustments are being made so the data will be more meaningful to the campus community.

For example, a single account request may involve up to 14 different sub-tickets before it is complete.  The response time in the reports capture the average time to resolve an account issue but does not take into account how many subtickets are involved!  So in future reports, I hope to illustrate how long it takes for each subgroup to process their portion or how long it takes for access to each system.

The first reports are now available for the SMU Community. It is our goal to share our progress as we implement and improve this shared services model.  This report will be published on a quarterly basis. To access the report, visit www.smu.edu/OIT/AboutUs/SharedServices.

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Technology Fund Allocation and the Computer Refreshment Process

Over the past six weeks, the embedded desktop team has been working diligently to verify the computer inventory.  As we complete that verification process, reports will be generated for each school outlining the machines that are eligible for replacement under the University technology fund.  These will be provided to each school or department along with the revised plan for the upgrade schedule.

There are a few improvements we’d like to make with the installation process in order to complete these upgrades in a more efficient and effective manner.  For example, one of the biggest challenges is scheduling the upgrades of each system.  In many cases, the computer is prepped and ready for the installation but our technicians spend weeks trying to schedule the final deployment due to scheduling conflicts.  We will transition to a process where we specify the date and time for the installation.  If that date and time is not feasible, you can certainly let us know and we’ll reschedule. Hopefully, this will allow us to move more quickly through the batch of upgrades.  Another improvement we’d like to make is to schedule as many of the upgrades during the summer as possible. This will avoid the impact to faculty during the semester.

More details will be provided in addition to the eligibility reports later this month.

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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
www.smu.edu/OIT/StayInformed.

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.


Excel@Excel

Excel
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

Qualtrics
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.

Lynda

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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