General News
Procedure for escalation of CrashPlan laptop backup support requests
We recently posted about a new laptop backup service called CrashPlan. For any calls we receive, please refer to the information and FAQ list posted here: http://www.bu.edu/tech/desktop/support/backup/ If the issue can’t be resolved via the FAQ information, please do the following to escalate the ticket: Assign the ticket to the following three IS&T staff members: […]
Alumni access to FitRec
If we receive any calls from Alumni who are trying to log into fitrec, please have them try using @alum.bu.edu for the login name and their alumni link password as the password. If this is unsuccessful, please contact the AOC Help Desk (3-4000) and transfer the client. This is especially important for students and staff […]
One Help photo ID attachment handling
If you ever see a ticket in which a client has attached a scanned image of their photo ID, please make a note of it and assign the ticket to Jill [jillb] or David [dcole] to have the image removed. It is a liability for these attachments to exist, so we must remove them. Once […]
CrashPlan backup service
Recently IS&T announced the release of a backup service available to Faculty and Staff free of charge. It is called CrashPlan Pro, and it provides 10GB’s of cloud based backup storage for each user. Below, please see some common questions and answers. Q: I am receiving an error stating “No LDAP entry found,” how do […]
Alumni Access to FitRec
If Alumni have any trouble logging into FitRec, please have them try using their alumni username@alum.bu.edu for the login name and their alumni link password as the password. If they do not have an alumni username and password, they can obtain one as outlined on TechWeb at www.bu.edu/tech/accounts/special/alumni/. Please recommend this solution before forwarding calls […]
SecureMail Send Secure button for Outlook 2010
If anyone reports a problem after the Outlook 2010 upgrade stating that they can no longer see their Send Secure button, there is a link on the SecureMail site to a new plugin that will work with Outlook 2010 32-bit. Clients will need to remove the old Send Secure button and install the new one. […]
Matlab and Mathmatica Media Moving to Mugar
Starting Monday, December 6th, the Matlab and Mathematica Media kits will be moving from 111 Cummington St to the Mugar Reserve Desk at 771 Commonwealth Ave.
Reminder for FT staff – How to request vacation time
Just a reminder, as the holiday season approaches, that the process for requesting vacation time is outlined on an Intranet page: https://www.bu.edu/techinternal/staff-info/how-to-request-vacation-time/ Happy December!
Handling calls about stolen laptops
Fortunately laptop theft does not occur too often but when it does we are here to assist students as much as possible. One of our Client Support Specialists named Sean Pfeiffer [sean@bu.edu] works closely with both the BUPD and our Security group to try to recover laptops that have been stolen. When we do receive […]
Regarding tickets that concern BUniverse content
For questions that are specific to content on BUniverse that come in via OneHelp, please assign the ticket to Nelia Ponte [nponte@bu.edu] from Marketing & Communications. Examples: http://www.bu.edu/phpbin/one-help/inbox/#/?ticket=176209 http://www.bu.edu/phpbin/one-help/inbox/#/?ticket=176190