By David R Cole
Support for Matlab, Mathematica, S-Plus, and LabView
Please do not assign Matlab, Mathematica, LabView, or S-Plus tickets directly to Pam Andrews.
Instead, please create a ticket and send external e-mail to:
Matlab: matlab@bu.edu
Mathematica: mathematica@bu.edu
LabView: labview@bu.edu
S-Plus: splus@bu.edu
Support for BU’s Center for Anxiety and Related Disorders
We were able to determine that IT support for BU's Center for Anxiety and Related Disorders (CARD) is handled by CAS Help.
When handling calls from BU CARD, create a ticket in One Help and then send an external e-mail to cashelp3@bu.edu quoting the thread of the ticket.
Training Room escalations
Calls for issues with the systems at the 111 Cummington Street training room should be assigned to IS&T: Desktop Services as well as Charlie Gould, [cgould@bu.edu] in One Help. Please be sure to also assign the correct Impact and Urgency as appropriate for the issue.
Assigning tickets to CAS Help
When you need to assign a ticket to CAS Help, make sure you use the e-mail address cashelp3@bu.edu so the ticket gets properly logged in their ticketing system.
How to handle questions about upcoming Computing Tutorials
We may get some questions regarding a recent broadcast e-mail that was sent to BU Faculty and Staff about Computing Tutorials (for an example, click MORE below). If there are any questions you are unable to answer, please assign a ticket to Charlie Gould [cgould@bu.edu] and Kenny Burns [burns@bu.edu].
For an example of a ticket we already received this morning, please refer to ticket # 164287.
Have to help someone who thinks they were registered and/or didn't get in? Refer them to:
http://www.bu.edu/tech/training/classroom/about-the-registration-system/
Blackboard Mobile Learn known issues
We have already received a few calls regarding the Blackboard Mobile Learn app. This is currently not available to our clients, but it should be launching in the next couple of weeks after testing is complete.
You can view the list of known issues in Knowledge Base article 837.
Digital Signage support
The new Digital Signage service has been added to TechWeb:
For any incidents or requests that we receive regarding Digital Signage, please send the ticket as an external e-mail to Deb Melo dmelo@bu.edu.
Other key terms used to describe Digital Signage are Visix or Axis TV.
New fax number for account issues
There is a new fax number for account related issues located at 533 Comm. (in Linda’s office).
The new number is 617-353-6833. We should no longer ask anyone to fax anything to the IS&T front office fax number.