OnBase ticket escalations
Tickets related to the installation of the OnBase desktop software should be routed to Desktop Services if the client is part of a supported department.
Escalate any other OnBase related Incidents or Service Requests to the "Application Development - General Business Applications" Assignment Group and put Charlie LaSalle [clasalle@bu.edu] on the Internal Watch List.
This information is also posted in KB article KB0010253.
Documentation & Tools is now Communication & Documentation
When assigning tickets in ServiceNow, please note that the group formerly known as "Documentation & Tools" (which auto-completed with "Doc") is now "Communication & Documentation" (which auto-completes with "Com").
Tickets related to TechWeb content and Knowledge Base content can be mapped to us, as well as requests for interviews from media (e.g. The Daily Free Press) and any other topics that seem related to IS&T communication or documentation.
Thanks and please submit a ticket if you have any questions.
Housing Reservations via The Link – February 2012
On Thursday, February 2, 2012, shortly after 9 a.m., BU Housing plans to "turn on" the Housing Reservation websites that will be used by continuing students to reserve housing for the 2012–13 academic year.
Please note that the Housing Reservation deadline is 5 p.m. on Friday, February 24, 2012.
The URLs for the Housing Reservation websites are as follows:
Students: https://www.bu.edu/link/shortcut/housing_reservations
Parent payments: https://www.bu.edu/link/shortcut/housing_reservations_payment
Admin: https://www.bu.edu/link/shortcut/housing_reservations_admin
If you receive any inquiries that you cannot answer, please forward them as an external email to housing@bu.edu.
This information can also be found in KB article KB0010379 in ServiceNow.
The BU Admissions process and related Web Accounts
Please note that there is a different admissions process for undergraduate and graduate school applicants. You should become familiar with the information related to Web Accounts and the admissions process outlined in KB article KB0010970 titled "Web Accounts - Application for Admission - Setup and Common Problems" or search on key words such as "Web Accounts" or "Admission".
Client-facing information is provided at
http://www.bu.edu/tech/accounts/special/applicants/web-accounts/
While the KB article and TechWeb page should be reviewed, the key difference in process is as follows:
U: Undergraduate applicants to Boston University should begin the process for Undergraduate Admissions outlined at www.bu.edu/apply. As part of that process, undergraduates who apply to Boston University using the Common Application will receive an e-mail with instructions for creating a BU Web Account. Once they have a BU Web Account, they will be able to use it to check the status of their application credentials and their admissions decision through the Applicant Link. If they have questions about their application or the BU Web Account, they should contact Undergraduate Admissions.
G: Graduate Applicants should begin their online application on the website of the school to which they are applying. During the application process, they will be prompted to create a BU Web Account. If they have questions about the application or the BU Web Account, they should contact the admissions office of the corresponding graduate school. Also note: Graduate applicants should take care to click on "New client" when applying for a Web Account. Specific questions about the actual application should be directed to the relevant graduate admissions department.
Escalation of tickets regarding ServiceNow
Going forward, please assign all incident/service request tickets regarding ServiceNow (aka Service-Now) to the Applications Development - Process Applications assignment group.
For future reference, this is a link to the related kb article.
Online W2 access
A new Knowledge Base entry has been added regarding Online W2 access through the BUworks Central Portal/ESS. In short, online W2's will not be available this year.
https://bu.service-now.com/kb_view.do?sysparm_article=KB0010363
Problem Closing ISR’s
BUworks has notified the IT Help Center that there is currently a problem closing ISR's. Please continue to escalate these tickets to Peter Trevino, but also make the client aware that BUworks is aware of the problem and is actively working on a resolution.
Escalation path for new mobile application
A new application which will allow students to check their schedules via mobile devices has been deployed to Beta testing. There are about 50 individuals aware of the app, but it isn't hidden from anyone.
We will be getting feedback tickets as we do for the BU Mobile app.
Escalation path for these tickets is now in the KB. Search for "Mobile Schedule Support"
New BUworks KnowledgeBase Entries
There have been two entries added to the Knowledge Base regarding BUworks. The first discusses escalating BUworks Readiness Leader Requests for additional roles/access for employees. The second explains escalations during the Support Pack Implementation.
https://bu.service-now.com/kb_view.do?sysparm_article=KB0010316 - Escalation of Readiness Leader requests
https://bu.service-now.com/kb_view.do?sysparm_article=KB0010317 - Support Pack Implementation Escalation Information
New MATLAB license servers
Starting on January 3rd, 2012 we are switching over to new MATLAB license servers. Anyone using a local version of MATLAB prior to 2011b will require a new license file.
Support information can be found in this KB article on ServiceNow. Additional information about this service can be found on Tech Web.