News from the ITS Help Desk - March 2024

The ITS Help Desk website, IThelp.hancockcollege.edu, has undergone significant updates to better serve the Allan Hancock College community. Here’s what’s new:

• Added:
  “How to Add a Shared Mailbox in Outlook 365” - Article - How to Add a Shared Mailbox... (teamdynamix.com)
• Updated:
  “Audio/Visual Event Request” - Audio/Visual Event Request (teamdynamix.com)

Visual and Navigation Update:
Early last year, we worked to consolidate tickets and reduce the complexity of our ithelp portal to make it easier to request service and support. These efforts were well received and helped improve service efficiency, response time, and communication between ITS and AHC. In the year following, the knowledge base has grown and ticketing forms continue to evolve based on your feedback. We are considering a layout and navigation update to maintain a single, organized location for reporting most AHC problems, submitting requests, and searching past solutions.
Our current page lists everything in one place and requires minimal navigation:

We’re considering a more organized, tidy, one-page solution with content categories that expand to show ticket types or knowledge base articles in that category (they can still be searched in the top right):

Please complete our survey at the end of this newsletter to share your thoughts or requests for the portal. We look forward to your feedback.

An interactive (not live) version of the page can be viewed in the Sandbox here:
Client Portal Home (teamdynamix.com)

• Web Services Committee
  • Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.
  • Committee Membership: Gage Pollard has been welcomed as the newest member of the committee.
  • Analytics Overview: The committee, led by Phil, delved into analytics, clarifying the meaning of “unique uses” and highlighting the importance of search engine optimization. There's a new focus on adding a library for specific page and site analytics, particularly to understand spring enrollment patterns better.
  • Fine Arts Web Presence: Plans are in motion to enhance the Fine Arts section on the homepage, including adding new performance-related images and a direct link to Fine Arts events. Phil will coordinate with a photographer to update the visuals.
  • Starfish Widget: The committee has decided to proceed with implementing the Starfish widget to improve user engagement on the website. Gage Pollard will lead this initiative with support from Andy Specht.
  • Catalog Sequence: Deborah is making progress on a catalog sequence project in Curriqunet, aiming for integration with Omni CMS. Clarification was provided that course sequences are manually inputted, while program requirements populate automatically.
  • Next Steps: Follow-ups include enhancing the Fine Arts web presence and progressing the catalog sequence project.
  • Next Meeting: Scheduled for March 7, 2024.
• Educational Technology Advisory Committee (EdTAC)
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 p.m.
  • Clickshare: Demonstrated the use of Clickshare wireless video/audio display devices.
  • Classroom Standard: In development, test classroom has been identified.
  • Obsolescence/Computer Standards: In revision.
• Banner Committee
  • Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 a.m.
  • 3/29/24: Banner upgrades:
    ITS will be completing Banner module upgrades this Friday morning (3/29). Banner may be unavailable from 5am – 11am. We need an unusually long upgrade window to address the time-sensitive financial aid releases associated with FAFSA simplification this year.
  • Services NOT Affected: Email, Canvas, CCCApply, SuccessNet, Zoom, www.hancockcollege.edu
• Technology Council
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 p.m.
  • No update at present

Ticketing Report Summary

We've compiled a summary of ticketing reports to highlight trends and areas for improvement:

Most Common Ticket Types for February:

1. Something Broke: 166 tickets
2. Request Computers and Equipment: 41 tickets
3. Computer Help (for ithelp@hancockcollege.edu): 36 tickets
4. I Can't Sign In: 33 tickets
5. In-Person Support Notes: 22 tickets

Most Common Locations Requesting Tickets for February:

1. Building B: 22 requests
2. Building A: 21 requests
3. Building L: 19 requests
4. Building M: 18 requests
5. Building F: 17 requests

Please complete our survey: https://forms.office.com/r/577UXp8r0J