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.

Students: How to Look Up Your Schedule

Please review this article that explains how to look up your course schedule.

Welcome Back from ITS Important Service Reminders Spring 2025

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

ITS Winter Updates

Over winter break our Systems and Network teams worked diligently to move our data center from RLC to our newly constructed Leo datacenter.
During winter break our Operations team transitioned all remaining Kramer Via Go Airplay devices to latest generation Airtame devices.

Classroom Technology Training

ITS would like to encourage you to review our  Classroom, Conference Room & Computer Lab Support Knowledge Base category to refamiliarize yourself with the classroom technology. If you are not comfortable with it after reviewing those materials, please use this form to submit a request for training. Alternatively you can 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 January 13 - January 31, 2025.  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. Look for positions entitled Client Services Technician and Operations Representative. 

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 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 & Miguel 100. 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!

Client Services Prioritized Support January 13 - January 31 2025

  ITS Client Services will be providing priority support to classroom issues and network support requests from January 13 - January 31 2025.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Campus-wide Network Maintenace - 1/18 - 6am to 7am (Completed)

UPDATE: This maintenance has been completed as of 6:55AM

ITS will be conducting network maintenance on our internet service equipment. This maintenance will allow for a smoother browsing and routing experience on campus. This maintenance will occur on Saturday, January 18th, which will cause sporadic network degradation and outages between 12am and 1am. You can expect interruptions in the following services:

• Internet Access
• Phone Access
• VPN Access

We apologize for this inconvenience. If you have any questions, please feel free to contact ITS at x-7973 or its@manhattan.edu

ITS Training Services

 Did you know that ITS offers services in regard to training development and documentation assistance? We can help you develop training to help propel your team forward and also help you document and improve your processes. Checkout this service to learn more. 

ITS Knowledge Base

Did you know that you can get answers to most of your ITS questions at our Knowledge Base?

Subscribe to the ITS Blog

Don't miss a beat. Stay current with all ITS news from new articles to outages. All you need to do is subscribe and you will get all new posts to your inbox.

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 information more widely! 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 technology 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.

Client Services Prioritized Support January 13 - January 31 2025

 ITS Client Services will be providing priority support to classroom issues and network support requests from January 13 - January 31 2025.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Weekend Phone Outage

 ITS was made aware of a global phone system outage late Friday January 3rd. Once we were made aware, we started troubleshooting working with our support partner. The issue was tracked to a Session Border Controller (SBC) that had gotten locked up and needed to be rebooted. The issue was resolved by noon Saturday January 4th.

Classroom Training Week of January 6, 2025

 All Faculty are encouraged to take advantage of Classroom Training that is offered the week of January 6, 2025 to re-familiarize yourself with the technology in your classrooms. To schedule training, simply 

email its@manhattan.edu or fill out this form with your availability the week of January 6, 2025 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 January 6, 2025 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.

Client Services Prioritized Support January 13 - January 31 2025

 ITS Client Services will be providing priority support to classroom issues and network support requests from January 13 - January 31 2025.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Scan to Email Outage

Update 1/3/25 2:33PM: Scan to Email service is restored.

We are currently experiencing an outage of the scan to email service.

VPN Outage

Update 1/3/25 2:34PM: VPN service is restored. 

We are currently experiencing a VPN outage.

Account Activation and Password Reset Outage

Update 1/3/25 2:34PM Account Activation and Password reset service is restored. 

The server that handles account activations and password resets is currently down. During this outage password resets and new account activations will not work.

Leo, Higgins & GPAC Network Outage Affecting Phones & Card Access As Well

Update January 9, 2025 2:58PM: 

We believe that all services have now been restored. Please report any issues you may experience and we will work to resolve.

Update January 6, 2025 9:13AM from CIO Melvin Lasky:

To the Manhattan University Community,
During the Christmas Holiday, we relocated our data center from RLC to the Leo building. Unfortunately, unexpected delays with Fiber have caused the network in the Leo and Higgins buildings to be offline. Some items include WiFi in those buildings, some phones, network connections, etc.

We are hopeful that the fiber will be delivered today / tomorrow and the building will be online by Wednesday morning.

Sorry for any inconvenience this is causing, and thank you for your patience as we try to resolve this situation.

Sincerely,

Melvin Lasky
Chief Information Officer
Information Technology Services

During the break ITS worked diligently to move the data center from RLC to Leo. Due to a shipping delay of fiber cable there is a network outage affecting Leo, Higgins and GPAC. This outage also affects phones and card access to the aforementioned buildings. As we are waiting on fiber cabling we do not have an ETA on resolution.

Manhattan University Hosted Shared Drives Outage

The server hosting Manhattan University's shared drives is currently down. We do not have an ETA on resolution for the samba server right now. We will update here when new information becomes available.

Classroom Training Week of January 6, 2025

 All Faculty are encouraged to take advantage of Classroom Training that is offered the week of January 6, 2025 to re-familiarize yourself with the technology in your classrooms. To schedule training, simply 

email its@manhattan.edu or fill out this form with your availability the week of January 6, 2025 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 January 6, 2025 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.