Thursday, February 11, 2016

Self-service is getting a facelift!



 On February 15, Self-service will have a new look and feel that is more modern. Over the past few months, Information Technology Services with members from the Computer Technology Committee – Enterprise Applications reviewed the new look and feedback was positive.  Please log on to Self-service and familiarize yourself with the updated look at your earliest convenience.  Below are some of the screenshots from Self-service.  









Monday, January 25, 2016

Welcome Back

We want to take a minute to welcome everyone back for a new semester. Please take a minute to read through the following Reminders and Announcements:

Kick off the New Year Right!

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Keep everything.  Share anything.  Get Drive today.  Click here to find out more.


Add to your professional network. Below are some sites that you might find relevant and interesting:

ITS Winter Updates

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Airplay device installations have been installed in all classrooms.  Check out our Airplay Knowledge Base Articles to find out more.


WiFi improvements in the dorms and the library have been occurring throughout December and January.  If you are experiencing any WiFi issues, we want to know about them.  Please email its@manhattan.edu or call 718-862-7973 to let us know.
A SMART board has been installed in RLC 102.
The Spring 2016 Computer Lab Image has resolved most of the issues that were present in the Fall.  


We have thoroughly checked all classrooms and computer labs to resolve as many issues as possible.  We have rolled out fixes to most labs on campus and will continue to push out fixes over the next few weeks.




Reminders

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Have a question?  Check out our Knowledge Base first.


The best way to get in touch with a Client Services representative is an email to its@manhattan.edu or a phone call to x7973 (718-862-7973). Note that email and voicemail for this line go to our ticketing system so we encourage you to leave a message.


Security is important. Passwords should never be handwritten/visible to the public.


Remember that we will never ask you for your password. We encourage you all to please reset your computer password and provide the temporary password to ITS prior to dropping it off at Client Services. If you do not do this prior, please allocate an extra 5 minutes to work with a Client Services representative so that they can assist you in changing your password when working with us. Upon completion of work on your computer, please allocate another 5 minutes so that a Client Services representative can assist you in changing your password back to its original state. This is necessary in order to safeguard your password. Remember that you should never give your password out to anyone under any circumstances. Note that the same procedure holds true when you are requesting assistance with one of your Manhattan College accounts.


Client Services can NOT lend out equipment to students. If a student needs equipment for a project, they must have a Manhattan College employee sign out equipment on their behalf. Note that the Manhattan College employee is responsible for that equipment.


Client Services can provide short-term loaner equipment such as laptops and projectors by reservation. Note that if equipment is needed long term, it should be purchased via your department.


In lieu of loaning certain cables and remotes, Client Services has installed commonly used VGA and Audio cables as well as projector remotes in all yet-to-be-renovated classrooms. Network cables will be provided to faculty upon request. Faculty requiring other specialty cables or adapters (such as Apple VGA adapters) should contact Client Services for assistance purchasing this equipment as they are not stocked or provided by Client Services.


The Client Services office does not work on personal computers. We will train employees and students and instruct them on how to fix their computers, but personal computers cannot be dropped off for service. No personal items should ever be left in any of the Client Services offices.


Please remember to plan event setups in advance. We work with limited resources so we cannot always complete last minute requests.  You can reserve rooms here.


Client Services currently has 3 convenient locations: Jasper Basement, LIB 504, & RLC 103. Please stop by the location closest to you. We encourage you to call first to be sure that someone is available as we are constantly assisting the Manhattan College community.


Client Services Hours of Operations can be found here.


Computer Lab Hours can be found here.


Campus-owned computers are purchased with hardware support provided by the manufacturer. ITS will diagnose and determine whether manufacturer hardware support is needed. For the fastest service, users are also able to contact the manufacturer directly to access hardware support and replacement.


Your feedback helps us improve our service and should be sent to http://manhattan.edu/tellits


Don't forget to add us to your Google+ circles +ITS and follow us on Twitter @MC_ITS


Check out our Blog: http://itsblog.manhattan.edu/


Check out our known issues page: http://itsblog.manhattan.edu/p/known-issues.html


Thank you for your attention.

Thursday, January 21, 2016

Moodle Outage Recap

On Friday 1/15 and Wednesday 1/20, the Moodle system (http://lms.manhattan.edu) experienced a major system issue.  As a result, the Moodle system was offline from approximately 9AM-4PM on Friday 1/15 and Wednesday 1/20 for troubleshooting.  The cause of the issue has since been identified and resolved.  As of 10AM on Thursday 1/21, the Moodle system is functioning normally and all class enrollments for Spring 2016 are online.

On Friday 1/15 around 9AM, ITS received a report of class enrollment issues for users accessing the Moodle system.  ITS promptly took the Moodle system offline for troubleshooting.  Troubleshooting lasted much of the day and the Moodle system was restored from a recent backup from 2AM on Friday 1/15.  Please note that course work posted between 2AM-9AM on Friday 1/15 may need to be reposted.  The restore process was completed by 4PM on Friday and automatic class enrollments for new students were halted until Tuesday 1/19.

ITS closely monitored the Moodle system through Tuesday 1/19.  New class enrollments were re-enabled on 1/19 and no issues were experienced or reported.  New user creation was re-enabled for Tuesday evening.

On Wednesday 1/20, ITS became aware of issues with the Moodle system similar to those reported on Friday 1/15.  Again, the Moodle system was taken offline for troubleshooting.  The cause of the issue was identified and resolved without the need to restore from a backup.  The Moodle system was made available to the community by 4PM on Wednesday 1/20.

As of 10AM on Thursday 1/21, all automated process to add users and course enrollments have been enabled and are functioning normally.

The cause of the issue in both cases was a configuration being applied to the SSO Authentication settings of Moodle that included a typographical error.  The configuration error caused unexpected behaviour in the automated processes to add new users and enrollments to the Moodle system.  The configuration error has been corrected and ITS is working to implement tighter controls to prevent similar errors from happening in the future.

Wednesday, January 20, 2016

UPDATE 3 - Moodle course system down for emergency maintenance

Full enrollment sync has completed.

Enrollment is still running we are up to the current semester.

Update:
The issue that caused Friday's as well as today's outage has been definitively identified.
The moodle production system is back on line and enrollments will be restored over the next hour. We do not anticipate any data loss at this time.



The moodle course system is off line for emergency maintenance.

We apologize for any inconvenience and are working to repair the problem and ensure that this does not happen in the future.


Tuesday, January 19, 2016

Keep Control of Your Jaspernet Account... Make Sure that Your Personal Email is On File!

We want to make sure that your correct personal email address is on file so that we can verify your account when you are not on site. This is critical if you are troubleshooting Jaspernet account access remotely.

Please follow the instructions here to update your personal email address on file.


Classroom Technology Training Tuesday 1/26 & Wednesday 1/27

ITS will be providing classroom technology training Tuesday January 26th at 3:30PM and Wednesday January 27th at 12PM.  Both sessions will start in Miguel 201.

We will take faculty to classrooms around campus to show how the technology works in the different rooms. It is highly recommended that new faculty or faculty wishing to have a refresher attend.  Since we will be travelling to different rooms, it is important to be on time.

Please RSVP here.