Category: Support Information
Alumni Weekend wireless network access
Visitors requesting wireless access during Alumni Weekend (October 29th-31st) should connect to BU (Guest) and use the following information:
Name:Alumni
Guest ID:265349
This will expire on Monday.
BU Dental IT Help Desk ticket handling
We recently received a request for support from someone at the BU Dental Health Center on Comm Ave. BU Dental has their own IT Help Desk. If we receive tickets for the BU Dental center (either location), please send an external e-mail from One Help to dentit@bu.edu and be sure to quote the entire thread. If you need to call BU Dental IT, their number is 638-5999.
For future reference, a complete list of non-IS&T Departmental Support contact information is located on Tech Web.
Support for School of Social Work (SSW)
Due to Seth Pritikin's departure from BU, the School of Social Work IT support will be handled by CAS Computing Services until further notice. Tickets that would normally be forwarded to SSW or Seth should now be sent as External Mail to cashelp3@bu.edu.
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.
NSTAR Power Maintenance
Wired and Wireless Network Outages Possible
NSTAR has scheduled high-priority service-impacting electrical work affecting a number of University properties in the West Campus area. IS&T infrastructure within the affected locations will be unavailable while the power is down. For questions or comments, please contact the Change Manager.
Date: September 25th, 2010
Duration: 1:30 AM to 1:30 PM
Services Affected: Wired and Wireless network access
Description of impact: Services will be unavailable intermittently during the window
Action to be taken: NSTAR is installing a new power switch impacting the West Campus area (see addresses)
Reason or benefit: NSTAR system improvement
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.