Category: General News
Support for The Links
Support for The Links will be fully transitioned to the Service Desk on Monday, 9/19. Currently their email address is creating tickets in ServiceNow with Client Service “The Links” and the Service Desk as the Assignment Group. On Monday, their phone number 353-LINK will be permanently forwarded to 353-HELP. If we receive issues that we cannot resolve we’ll assign the ticket to Student Systems.
Quest troubleshooting for SAP
If a Quest user reports that their SAP session is frozen on the terminal server and they wish to manually end it and start a new session, here are some steps you can use to expedite this process:
Using the ServiceNow Knowledge Base
The ServiceNow Knowledge Base contains hundreds of articles that were contributed by IS&T staff to support your work in the Help Center. Search on anything from "wireless" to "lab safety registration" and find the information you need. Detailed instructions on the KB are outlined at Use the Knowledge Base - but it's very easy!
- Use the Search field (available in the top right corner of ServiceNow) to search articles on a specific topic. Simply put in a key word or phrase (e.g. “wireless” or “guest account”) and hit Enter.
- Then, click on Knowledge Base at the top of the page to see the resulting articles and select the one you want to view. If you have more than 100 search results, you will need to click on Knowledge (instead of Knowledge Base) if you wish to see the full list.
Bill Wells is the winning KB user so far but we hope you will all get started!
- Didn't find what you're looking for? Tag your Resolved tickets as "Knowledge" and the Documentation team will make sure the information is available next time you need it.
- See an article that needs updating? Submit "Feedback" with suggested changes.
- Have questions? Submit a ticket and type "Doc" (Documentation & Tools) into the "Assignment group" field.
- Want more details? See Use the Knowledge Base!
Windows 7 Professional for BU Students
Microsoft is currently running a promotion through their online store for students. They are offering Windows 7 Professional Upgrade for $29.99 (download file). For an additional $14.95 students will receive the Backup Disc as well.
At this time we are unable to match this pricing. We have therefore opted to advise students to take advantage of this offer. Our goal is to provide our students the best value and convenience. If, in the future, we can match this offer we will do so.
It is imperative that you advise all students wishing to install Windows on the Mac to PURCHASE THE BACKUP DISC!
I don’t have a friendly URL for you, just the direct link:
http://www.microsoftstore.com/store/msstore/pd/productID.216644200
Remember that Backup disc for Mac users!
Legacy Sponsored Research Data Cleanup / Kuali Coeus escalations
A message is going out to concerned parties about Legacy Sponsored Research Data Cleanup, which is related to Kuali Coeus. This message is encouraging clients to create tickets that we might see in ServiceNow.
If you see any tickets related to this subject, they should be assigned to the “BUworks Reporting (BW)” Assignment Group unless they pertain to incorrect data in grant budgets – those tickets should be assigned to the “Kuali Coeus” Assignment Group.
We really don’t have any idea what the volume of these tickets or calls will be, but please be aware of this happening and the difference between Assignment Groups.
Adobe Connect – compatibility with Mac OS X Lion
Adobe Connect recently upgraded their online conferencing software. Users of Mac OS X Lion will need to install a manual update to ensure compatibility. To download the plugin, click here and choose "Download Adobe Connect 8 Meeting Add-in for Mac (ZIP format, 12.8 MB)" and install the package.
How to submit Knowledge or TechWeb updates
Here are some guidelines for submitting Knowledge and/or updates to TechWeb (or other IS&T sites, such as MyPrint) to the Documentation team (Alison and Austin).
- If the ticket is Resolved but you want us to turn some aspect of the ticket into Knowledge and/or make a related change to TechWeb, just mark the ticket as Knowledge when you are Resolving it. That will trigger an e-mail to us and we will follow up with you and/or review the ticket if we have any questions.
- If the client is specifically requesting a TechWeb change then do what you would normally do to escalate a ticket - assign the ticket to Documentation & Tools. (If you start typing "Docu..." the Assignment group field will auto-fill.)
- If you notice a Knowledge Base article that needs updating (i.e. has wrong or incomplete information) please use the Knowledge Feedback feature within the article to suggest changes.
- Suggestions for new articles, or complicated edits to existing articles, can be submitted as a ticket and mapped to Documentation & Tools. Please note that we do receive the Tech Internal news feed and will automatically create KB articles (when applicable) from the content that's posted there.
- Other information about the Knowledge Base is available in TechWeb.
Thanks - and feel free to let me know if you have any questions!
- Alison (afox@bu.edu)
BU Mobile iPhone app support
If we receive tickets regarding the BU Mobile iPhone app, please request that the client provide the following information:
1) BU Mobile version (if available, 1.7 or greater)
2) iPhone model number
3) iOS version
4) Which module are you having a problem with
For future versions of the iPhone app we will work on collecting this information automatically.
Once this information is collected, please assign the ticket to the Applications Architecture group in ServiceNow.
Digital Common support information
Digital Common [http://dcommon.bu.edu] is a BU institutional repository for documents and research publications from BU faculty, students, and staff.
For client usage questions we receive about this service, please forward the information from the ticket as an external message to:
dcommon-help@bu.edu
For technical issues, please escalate the ticket to Systems Engineering.
New OWA/xmail sign in screen starting tomorrow
Starting August 2nd, there will be a new sign in screen for clients using Outlook Web App (OWA) to access their Exchange email via xmail.bu.edu. See below.
After login, they will then be redirected to their old familiar-looking OWA mailbox, but they may notice that the URL will be something like “ex-legacy.bu.edu” rather than the xmail.bu.edu that they may be used to seeing. This is expected behavior and they should not be concerned with the change. The “ex-legacy” URL is just a temporary re-direct until their mailbox gets officially moved over. They shouldn’t actually type that into their browser. When their mailbox gets moved to Exchange 2010, they’ll see the new login screen AND the new OWA for Exchange 2010. It will be orange just like the new OWA login screen.
