Category: Support Information
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 working after 5pm, when the Alumni Help Desk is closed.
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 the image attachment is removed, you'll still see a link to the image, but it will no longer be valid.
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 I fix that?
A: You have not setup your account for CrashPlan access. Please navigate to http://www.bu.edu/computing/accounts/ad/cplan and log-in using your Login name and Kerberos Password.
Q:How much storage do I get? Can I get more?
A:10GB's is the default allocation. If you would like more, each additional 10GB costs $45.00 per year. You must submit an Online Requisition at http://www.bu.edu/sourcing/help/requisitioning/ with Internal Vendor ID 9 BY2.
If you get any more questions, the FAQ page can be found at http://www.bu.edu/tech/desktop/support/backup/faqs, and you can always come to the Full Time staff to help out.
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. It is the “SecureMail for Outlook 32-bit v4.3” there are installation instructions in the download console on the SecureMail site.
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.
CrashPlan Notebook Backup
On Monday, Nov. 29, IS&T will make CrashPlan notebook backups available to all faculty and staff at no cost. Faculty and staff can store up to 10 GB of important data from their university-owned Windows, Mac, or Linux notebooks. The service is meant to protect the most irreplaceable files, folders, and directories, not necessarily entire disks or installed programs.
Licenses are distributed from the various installation pages listed on the TechWeb Service Overview page. Before installation and setup, the client must register their BU login name, which adds ad-cplan to the their bu-ph-host field.
All IT Help Center staff are able to try out the software. However, if you are not interested in long-term use of the service for support or backup, please let Austin know and your license will be returned to the pool after you try it out.
Along with TechWeb and our KB (article 876), CrashPlan provides documentation at support.crashplan.com.
Local departmental IT will provide tier 1 support for their respective groups, and any problems beyond basic installation and account issues can be escalated to John Yu (jky@bu.edu) or John Lentz (jfl@bu.edu) of Storage Administration.
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 a call or a student walks in we need, as in any situation, as much information as possible. However, there is some information that is critical to the process and you will find that below.
1. MAC Address for the laptop if possible. If the student has netregged the computer then it will be in the database and you can ask any CSS to pull that information up.
2. Was there a police report filed? If so, get the report number.
3. Date and location of where the laptop was stolen.
4. Confirmation that it is the same piece of hardware that was stolen; most likely a serial number or some personal markings.
So, remember when creating a OneHelp ticket try to get as much information as possible especially the information listed above.
Thank you and let's hope that we don't have to do this too often!
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
Apple Computer Purchasing questions
If we receive any tickets regarding the Apple Computer Purchasing Initiative message that is being sent to all faculty and staff on Monday, November 1st, please assign them to Jerry Dreiss [jdreiss@bu.edu] in One Help. The offer is for departmental or institutional purchase (not personal).
FileMaker ticket handling
For tickets we receive regarding FileMaker databases hosted by IS&T, please assign the tickets to both Application Services and Bennett Gavrish [bennettg@bu.edu] in One Help.