Semesterly Reminder About Ticket Creation Best Practices

 Did you know your ticket could get lost? Sending an email the wrong way can cause your ticket to get lost. Please check out this article about ticket creation best practices to ensure that you get the help you need as quickly as possible. Remember that the best way to get help from ITS is to submit a ticket using our Service Catalog, its@manhattan.edu or a call to 718-862-7973. 

Semesterly Reminder About Ticket Creation Best Practices

 Did you know your ticket could get lost? Sending an email the wrong way can cause your ticket to get lost. Please check out this article about ticket creation best practices to ensure that you get the help you need as quickly as possible. Remember that the best way to get help from ITS is to submit a ticket using our Service Catalog, its@manhattan.edu or a call to 718-862-7973.

Semesterly Reminder About Ticket Creation Best Practices

 Did you know your ticket could get lost? Sending an email the wrong way can cause your ticket to get lost. Please check out this article about ticket creation best practices to ensure that you get the help you need as quickly as possible. Remember that the best way to get help from ITS is to submit a ticket using our Service Catalog, its@manhattan.edu or a call to 718-862-7973.

Semesterly Reminder About Ticket Creation Best Practices

 Did you know your ticket could get lost? Sending an email the wrong way can cause your ticket to get lost. Please check out this article about ticket creation best practices to ensure that you get the help you need as quickly as possible. Remember that the best way to get help from ITS is to submit a ticket using our Service Catalog, its@manhattan.edu or a call to 718-862-7973.

Semesterly Reminder About Ticket Creation Best Practices

Did you know your ticket could get lost? Sending an email the wrong way can cause your ticket to get lost. Please check out this article about ticket creation best practices to ensure that you get the help you need as quickly as possible. Remember that the best way to get help from ITS is to submit a ticket using our Service Catalog, its@manhattan.edu or a call to 718-862-7973.

ITS Ticketing System Upgrade Saturday November 3rd 2018

The ITS Ticketing System used to manage all service requests will be inaccessible on Saturday November 3rd, 2018.  ITS is closed on weekends so we do not believe this will impact service.  As per usual, requests that come in over the weekend will be attended to Monday November 5th, 2018.

ITS Request Form Update Add Contacts

We know that sometimes when clients submit a ticket, they want colleagues updated.  We have enabled a new feature allowing contacts to be added to a ticket upon creation.  Next time you submit a ticket using the ITS Request Form, you can add contacts in the "Contact" field.

New Ticketing Report Tickets Opened Yearly

This report displays number of tickets opened by year.

To see all of our ticketing reports, please click here.

Amazon Web Services (AWS) Outage Resolved

The AWS outage has been resolved, see below note from our ticketing system provider:

TeamDynamix Outgoing Email Outage Resolved

As of 10:59 PM ET all queued email has been processed and delivered. No emails were lost as a result of this outage, their delivery was simply delayed. We now consider this issue to be resolved.  We apologize for the inconvenience.   Sincerely, The TDX Team Links: https://status.aws.amazon.com/ https://twitter.com/awscloud

Amazon Web Services (AWS) May Affect Ticketing Emails

We received the following notice from our ticketing system service provider.  Should you email the ITS ticketing system and not hear back, please call x7973 to follow up.  Links have been added below for updates.

TeamDynamix Outgoing Email Outage

TeamDynamix has identified an issue with outgoing email starting at approximately 1:37 PM ET today (2/28/2017). We are currently working directly with Amazon to resolve the issue. The issue appears to be linked to the Amazon Web Services S3 outage described here.  Most outgoing email delivery will be delayed until this issue is resolved. Unsent emails will be queued and sent at a later date. No messages will be lost. We will send an update in 1 hour or when the outage is resolved, whichever comes first. We will continue to send hourly updates until the issue is resolved. We apologize for the inconvenience.   Sincerely, The TDX Team Here is a link to the AWS Twitter for more information: https://twitter.com/awscloud

Ticketing System Optimization

In our continued effort to optimize our processes we are changing our internal ticketing process.  We do not foresee this change impacting users, but we want to make you aware so that you bear with us should there be issues.  The change should be implemented within the next couple of weeks.  Should you experience any issues please #tellITS.

Ticketing Emails New Look

Have you seen the new look of our ticketing email notifications?

You can also now review current and past tickets here.

Check out the new notification email format below:

Note that you now have a new format that is easier to read with more information.

Also take note of the links.  These links will take you into our ticketing system where you can see all of the information about your ticket including prior comments.

Client Services Office Closed Saturdays Moving Forward

In an effort to optimize resources we have decided to close the Client Services Office on Saturdays. You can see the updated Hours of Operation here.  Note that we will still have staff onsite performing proactive room checks.  They will be monitoring our ticketing system for any emergency requests.

Client Services Ticketing System Emails

Have you recently emailed its@manhattan.edu or otherwise requested technical support from Client Services this semester? If so, you may have received updates from our technicians in the form of an email like this one:

These email updates contain information about the current status of your tech-support request, the date the ticket was created, and the due date, among other information.  To make it easier to find these updates, a filter or sort can be created within Gmail to automatically place these emails in a label or tab.  

Gmail's filters allow you to manage the flow of incoming messages. Using filters, you can automatically label, archive, delete, star, or forward your mail, even keep it out of Spam. click here for step-by-step instructions on creating filters with Gmail.

Gmail messages are automatically classified into categories that can help you further organize emails. Categories such as 'updates' can be used as tabs in you inbox, making it easier to sort through your emails for important updates.  Click here for more details about using Gmail inbox tabs. 

ITS Working Hard Behind the Scenes

ITS is working hard all summer behind the scenes to make sure that our infrastructure keeps up with growing demand.  A lot of times, you may not even notice the difference in regard to some infrastructure projects.  Here are some of the projects being worked on now.

• Storage - We are upgrading the storage capacity on our servers to keep up with growing demand on our resources. 
• Projector Upgrades - Smith Auditorium is getting a brand new mounted projector and larger 16:9 screen on stage.  The Chancellor's Room recently received a brand new projector paired with the Pixie control system installed in the Spring.  Click here to read the blog post about the Pixie control system installation.
• WIFI - The final phase of our multi-year plan to overhaul WIFI coverage on campus is almost complete.  100% WIFI coverage is being extended to all of De La Salle, Memorial, and Miguel halls as shown on our campus WIFI coverage map.  As a result, all classrooms and Faculty offices will have access to high-speed 802.11n WIFI.
• Classroom Renovations - Six more classrooms were renovated this summer. We took this opportunity to upgrade the control units which includes a new user interface.  You will also have the benefit of an HDMI cable along with a VGA cable at the podium for your laptop.  Rooms that were renovated are: DLS 307 & 312, MGL 307 & 312, HAY 201 & 202
• 4 Computer Lab Upgrades - RLC 102 & 107, DLS 314 and MGL 110 are all being upgraded this summer.  In addition to the new desktops, we are also implementing a couple of software tools to help us better control printing and to monitor both printer and computer usage for more efficient future capacity planning.
• Banner Architecture Upgrade - Faster, more reliable, and more secure.  The culmination of 2+ years of planning and testing, the upgrade includes the migration to lower-cost/higher-performance hardware distributed between our campus datacenter and a secure remote location to ensure uninterrupted access to critical campus data 24/7.  Students and Faculty alike will notice faster performance when using self-service - especially during peak-load periods like online-registration and grading.  To read more about the Banner Architecture Upgrade, click here.
• Client Services Updates - Client Services North has consolidated into the Jasper office.  You can read more about the consolidation here.  As was done in the Spring we intend to offer extended hours during the Fall semester.  To view Hours of Operation, click here.  We are also working on implementing a new ticketing system.  This new system improves our ability to track support requests allowing us to better utilize our resources and communicate with you. 

Stay tuned, because as projects come to completion we will update you on what was upgraded and how it affects you.  

ITS Deploys New System for Service Requests

If you've logged a service ticket with ITS recently, you will notice that the email you received looks a little different.  That's because we've moved to a new ticketing system!

As part of our continued effort to improve customer service we have implemented a new Ticketing system called Team Dynamix.  This new system allows us to track all work in our department so we can better utilize our resources and communicate with you. 

Aside from the general service improvement you will notice an improved email and survey interface.  This system is much more user friendly than the system we have been using for the last 10 years. The surveys you receive will now reference the ticket title and number so you will be better able to rate our service.