Fall 2023 Client Service Prioritized Support August 28 - September 15

 ITS Client Services will be providing priority support to classroom issues and network support requests from Monday, August 28 - Friday, September 15, 2023.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

25Live Outage

Update 11:23AM from 25Live Support:

Dear Series25 customer, We are pleased to let you know that all Series25 services have been restored following unexpected technical difficulties. Affected Services: 25Live (Double-click prevention causing slowness for some users) Date of Incident: 08/22/23 Our first priority is to provide our customers with the best possible service. We thank you for your patience while we worked to resolve the issue as quickly as possible for you. If you have any questions or concerns about the incident, please contact Technical Support (support@collegenet.com).

Please see the below message from 25Live Support:

CollegeNET is currently experiencing technical issues that could result in slowed or interrupted Series25 services.

Affected Services:  25Live

We appreciate your understanding as we actively work to find solutions for these issues. You will receive a confirmation once all issues are resolved.

Tell ITS!

#TellITS - ITS needs your help identifying and reporting technology issues on campus.  ITS has been using the Tell ITS form as a way to alert us to technology issues so that we can help resolve them sooner. If you see an issue, loose cable, or something that just doesn't look right - we want to know about it!

Have you noticed the signage on campus “Tell ITS”? You should be seeing it on fliers, digital signage and on computers around campus.

You can use the Feedback option to let us know how you think we're doing.  

• Fun fact: A faculty member brought the "Grid View" extension to our attention and we were able to share that info more widespread! Your input and ideas are important to us and could be beneficial to all of Manhattan College! 
  
  
• Have a good experience? Let us know! 
  
  
• Have a bad experience?  Let us know what went wrong so we can correct it for the future.  
  
  
• Have an idea to improve tech at the college?  We want to know about it.  
  
  
• Make sure to give us your name so we can give you credit if the idea is implemented.
  
  

If you come across a technology issue on campus, please do not hesitate to report it to its@manhattan.edu or 718-862-7973 immediately.  For your convenience, you may also report issues or provide us with feedback by double clicking on the Tell ITS icon on the desktop of all public computers on campus or any ITS webpage.  You can also access this form via http://manhattan.edu/tellits. You will be directed to fill out a brief online form, just like the one linked above, detailing the nature of the issue and/or providing feedback.  The faster we know about an issue, the faster we can resolve it. We need your help to make sure that issues are resolved as quickly and efficiently as possible.

Welcome Back from ITS Important Service Reminders Fall 2023

We would like to welcome everyone back to campus and trust everyone had a relaxing and restorative summer break.

ITS Summer Updates

Classroom Technology Training

ITS would like to encourage you to reach out for a training session with a member of the Technology Training team to review the technology in your classroom if you are not comfortable with it. Email its@manhattan.edu and let us know what room you would like to receive the training in. 

Prioritized Support 

ITS Client Services will be providing priority support to classroom issues and network support requests from Monday, August 28 - Friday, September 8, 2023.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Service Report link takes you to a series of links to reports generated by our ticketing and project management system. It includes data with regard to our service delivery statistics but also contains information with regard to rooms that are currently facing technology issues.

Not sure if a classroom issue has been resolved? Click here for an up to date Room Issues Report: Complete with details on current status of each room that has an issue.

ITS STARS Update:

A Student Technology And Resource Specialist (STARS) is a Manhattan College student who exemplifies Lasallian values by utilizing their unique skill set to assist members of the Manhattan College community. A STAR has a combination of excellent interpersonal communication skills and technology knowledge. STARS show compassion when working with members of the community who are having technical difficulties. Any students interested in working for ITS can apply at the Campus Job Listing site.

Reminders

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

Please follow these instructions to update your personal email address:

How to Update Your Personal Email.

Remember that IT Services 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 we 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. For more details about best practices for keeping your information secure at Manhattan College click this Cyber Safety link found on the ITS website.

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 AV cables and adapters as well as projector remotes in all yet-to-be-renovated classrooms. Faculty requiring other specialty cables or 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.

Client Services currently has 2 convenient locations: Jasper Hall, Ground Floor, North Side & RLC 103C. 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, clients 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: Tell ITS

Follow us on Twitter @MC_ITS and Instagram mc_ITS.

Check out our Manhattan College ITS Blog. Subscribe to ITS Blog.

Thanks and wishing everyone a productive semester on behalf of the ITS team!

Classroom Training This Week!

 All Faculty are encouraged to take advantage of Classroom Training that is offered the week of August 21st to re-familiarize yourself with the technology in your classrooms. To schedule training, simply email its@manhattan.edu with your availability the week of August 21st as well as which classrooms you will be teaching in. We will assign one of our trainers to meet with you to review the technology. If you prefer, here are the knowledge articles for the classroom technology that you can review at your own pace. It is recommended that you check out your classroom prior to your first class to ensure that you are comfortable with its operation. If you are unavailable the week of August 21st we can meet you at another time. Just keep in mind that once the semester starts, accessing classrooms becomes more difficult since classes are in session.

Fall 2023 Client Service Prioritized Support August 28 - September 15

ITS Client Services will be providing priority support to classroom issues and network support requests from Monday, August 28 - Friday, September 15, 2023.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

COMPLETE: Moodle Scheduled Maintenance on Friday Evening 8/25/2022 8:00PM-10:00PM

UPDATE:  As of approximately 8:40PM Friday 8/25/2023, Moodle updates are complete and the system is functioning normally.

The Manhattan College Moodle system will be undergoing system maintenance starting at 8:00PM on Friday 8/25/2022 to implement important system updates.  We anticipate that the maintenance will be completed between 8:00PM - 10:00PM during which time the Moodle system may be UNAVAILABLE.

Classroom Training Fall 2023

All Faculty are encouraged to take advantage of Classroom Training that is offered the week of August 21st to re-familiarize yourself with the technology in your classrooms. To schedule training, simply email its@manhattan.edu with your availability the week of August 21st as well as which classrooms you will be teaching in. We will assign one of our trainers to meet with you to review the technology. If you prefer, here are the knowledge articles for the classroom technology that you can review at your own pace. It is recommended that you check out your classroom prior to your first class to ensure that you are comfortable with its operation. If you are unavailable the week of August 21st we can meet you at another time. Just keep in mind that once the semester starts, accessing classrooms becomes more difficult since classes are in session.