The process to put people and classes into Canvas is an automated one; whatever information is in my.SMU is what will be used to populate those users and roles into Canvas. There are several designations in my.smu that help to get people in their correct course and role, such as, Instructors, Co-Instructors, TAs, and students. All students, Instructors, secondary instructors, observing/supervising instructors, and students are enrolled every couple of hours throughout the week. Continue reading Getting TA’s and Others in Your Canvas Course
Category: Classroom Support
The IT Help Desk is Moving Back to FLW
On May 23, the Help Desk will be relocating from the Hughes-Trigg Student Center back to Fondren Library West. We are looking forward to providing top-notch support in a beautifully renovated space, and in a convenient, central location on campus.
Summer Hours beginning June 1st:
| Monday through Thursday | 8AM – 9PM |
| Friday | 8AM – 6PM |
| Saturday and Sunday | 12PM – 6PM |
Contact Information:
| Phone: | 214.768.4357 |
| Email: | help@smu.edu |
| Submit a Ticket Online: | help.smu.edu |
Classroom Emergency Support
Please phone 214-768-8888 to request assistance.
Page updated 05/16/2016 to fixed summer hours.
Page updated 05/17/2016 to add exact move date.
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.
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.
New Embedded Support Model Brings Improved Support to Campus
As part of the OE2C initiative this past year, OIT has been working to increase the quality and efficiency of customer service. One method adopted was to make support staff more accessible to the University community. A new structure has been put in place by the Customer Support division that places field support and AV/Event representatives into assigned zones which include several buildings that each representative will support. These representatives will be the first point of contact for desk-side support and emergency classroom/conference room support in their respective area. They will also be cross-trained in order to assist other zones when needed for larger projects or issues.
The following individuals are currently serving in an embedded zone:
Desktop Support
- Jesus Martinez: Umphrey Lee room 122
- Glenn Taylor: PAB 300
- Jim Tuley: Maguire 170
- Paul Tubb: Maguire 170
- Walter Hwu: Caruth 472
- Deborah Seiter: Underwood 320
- Brad Pittler: Underwood S302
- Robert Burkett: 6200 N. Central Expressway 2050
- John Blank: Prothro 208B
- Andy Maupin: Fondren Library
- Jawaid Hussein: Fondren Library
- Andrea Thach: Guildhall- Plano
- Jon Pickle: Plano
- Richard Franks: Taos
Classroom/AV Support
- Jim Jaeger: Prothro 208A
- Mike Gebreselassie: Maguire 170
- Chris Gaut: Hughes-Trigg Student Center
- Shawn Remek: Annette Caldwell Simmons Hall
- Winston Phan: Underwood Law Library
- Adam Jones: Hyer Hall
To review the zone map and the areas each individual supports, visit http://www.smu.edu/~/media/Site/OIT/AboutUs/Zone%20Layout.ashx
