Category: Support Information
Degree Advice service
On Tuesday, November 29th, the Degree Advice service will be made available to students of the School of Management.
For further information about this new service, please refer to this ServiceNow Knowledgebase article.
Open Enrollment in the KB and UPerform
There is a quick "How to get to Open Enrollment" posted in the KB with pictures. There is a much longer walk through for all Open Enrollment changes posted on UPerform. Please see links below.
KB - https://bu.service-now.com/kb_view.do?sysparm_article=KB0010239
UPerform - https://prw.buw.bu.edu/gm/folder-1.11.8674?mode=EU
Windows 7 online deal has ended
The Microsoft Windows 7 Online Deal has ended. The $29 price they were offering was a “back to school” promo. The price has gone back up to $64 for the license, $14 for the media disc.
We will start selling Windows 7 Pro upgrade again for $69. That is for both the license and the disc, just like before. We have a few copies on hand, and more on order.
Exchange support quick reference guide
E-mail client configuration information for Exchange, BU Google Apps, and ACS is located at
http://www.bu.edu/tech/comm/email/
E-mail client information specific to Exchange is located at
http://www.bu.edu/tech/comm/email/exchange/
Highlights (in terms of the migration project) include...
Upgrading your Exchange Mailbox (2007 to 2010):
FAQ
http://www.bu.edu/tech/comm/email/exchange/migrating/
The steps involved (by mail client)
http://www.bu.edu/tech/comm/email/exchange/client-migration/
Transitioning from ACS: (NOTE: This information will be enhanced after client testing.)
FAQ
http://www.bu.edu/tech/comm/email/exchange/transition/
The steps involved (by mail client)
http://www.bu.edu/tech/comm/email/exchange/client-transition/
Changes related to Accounts information:
There are no new ACS accounts being created for the purpose of using e-mail. ACS accounts are now provisioned only for individuals who need access to UNIX computing and licensed software packages, such as SAS, used in course work and research. With that in mind, information on ACS accounts has been moved to http://www.bu.edu/tech/accounts/special/acs/. Information to support those currently using ACS for e-mail has not moved and is still available at http://www.bu.edu/tech/comm/email/acs/.
Information on Exchange and BU Google Apps accounts is still available at http://www.bu.edu/tech/accounts/email/.
Personal Printer Support
The IT Help Center does not provide any support for personal printers to faculty, staff, or students. If a client comes to the Help Center with a printer problem that cannot be resolved by a quick counter consultation, then the best course of action would be to refer the client to contact the manufacturer of the printer for support. If the printer is still under manufacturer warranty, then the manufacturer will usually either set up an advanced exchange or direct the client where to take the printer for local service.
Here are the tech support numbers for most of the common printer manufacturers we typically see:
HP: 1-800-474-6836
Canon: 1-800-652-2666
Epson: 1-562-276-7202
Lexmark: 1-877-856-5540
Brother: 1-877-276-8437
ACS Guest Account Expiration
Tuesday morning, 9/20/2011, we set approximately 1,500 ACS users to have there accounts expire. If they call, please speak to a CSS to verify that they are not currently affiliated, and then request that they provide us with documentation supporting their request for an additional year of access. Typically, this requires that they have their sponsor send an email to ithelp@bu.edu requesting the extension. Additionally, we will also be migrating these users to BU Google Apps if they do get an extension from their sponsor.
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:
Blackboard Learn in Service Now
Hello all,
The new learning management system used by Distance Education, Blackboard Learn, is now a Service Component listed in Service Now. The Client Service is Learning Management Systems.
Currently we only have one course "11fall01 SSW WP 700 - Social Welfare Policy I" in Blackboard Learn which is hosted at https://onlinecampus.bu.edu
The client may not know which LMS they are in so please try to find out what course they are in so that we can code these tickets properly in Service Now. Myself, Joe LePain, Brian Baldeck, Vanessa Ruano, Chris Connors and Lyndsey Alexander can all tell you which LMS (Blackboard 8, Blackboard Vista or Blackboard Learn) a client's course is hosted on.
Feel free to contact me with any questions or concerns.
Thanks
Ron
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!