Updates to ithelp.hancockcollege.edu
First, I want to thank everyone for their responses to our survey last month. We received 5 responses and several email responses. From those responses, we have made the following updates:
- View Your Tickets Button: A new button has been added to allow users to view their tickets easily.
- Submit a Generic Ticket Button: We've added a button that opens our existing email to ithelp@hancockcollege.edu. This generates tickets automatically, using the subject of the email for the ticket title and the body for the ticket content.
- Updated Ticket Attributes: Full ticket information will now appear in notification emails. Previously, key information was missing from ticket notices.
We received other feedback both from the survey and direct emails from AHC employees and will continue to consider solutions to those requests.
New Ticket Types
Institutional Effectiveness has adopted a TeamDynamix ticket for research requests. It can be viewed here. The link will be available here Institutional Effectiveness (hancockcollege.edu).
TDX iPaaS Implementation
We are currently implementing TDX iPaaS, which stands for Integration Platform as a Service. This cloud-based service allows different software applications to communicate and work together seamlessly. It should result in significant efficiency and service improvements by automating workflows and integrating various applications used across the college.
Updates from Technology Council and Committees
- Web Services Committee
- Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.
- Update: No updates from June.
- Educational Technology Advisory Committee (EdTAC)
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
- Update: No updates from June.
- Banner Committee
- Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
- Update: Class Search 9 - 6/24/24.
- Technology Council
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
- Update: No updates from June.
Banner Update - Class Search
On June 24th, we updated to Banner 9 class search on our website. As with many Banner updates, some will experience a blank screen when attempting to use class search for the first time post update. The quick solution is to have people press Ctrl+Shift+R if the page loads blank.
Ticket Summary
We've compiled a summary of ticketing reports to highlight trends and areas for improvement:
Total Tickets (Whole Department)
- April: 510
- May: 454
- June: 453
5 most common ticket types:
Something Broke: 133 tickets
I Can't Sign In: 54 tickets
Computer Help (for ithelp@hancockcollege.edu): 51 tickets
Install Something: 27 tickets
Request Computers and Equipment: 25 tickets
5 locations with the most ticket requests in descending order:
Building B: 29 tickets
Building A: 25 tickets
Building S: 16 tickets
Building M: 12 tickets
Building C: 10 tickets
Tech History: CrowdStrike Outage Shakes Industry
In a surprising turn of events, a significant outage involving CrowdStrike, a leading cybersecurity platform, caused widespread disruption on Windows machines across various sectors. The scale of the problem was extensive, affecting countless organizations and raising concerns about cybersecurity resilience. While Hancock was unaffected, BBC reported an estimated 8.5 million computers affected worldwide CrowdStrike: 'Significant number' of impacted devices back online (bbc.com).
What is CrowdStrike?
CrowdStrike is renowned for its advanced endpoint protection, threat intelligence, and cyberattack response services. Its solutions are designed to protect against modern threats, making this outage particularly alarming for many businesses relying on its protection.
Airline Industry Impact
The airline industry, however, experienced unique challenges due to the CrowdStrike outage. Many airlines, including some major carriers, rely on older Windows systems for their operations. These outdated systems, typically running Windows 3.1 and Windows 95, surprisingly avoided the outage's impact. This reliance on legacy systems underscores the ongoing challenges in modernizing critical infrastructure in the aviation sector.
Southwest's Resilience and Surprising Use of Legacy Systems
It may come as a shock, but Southwest Airlines managed to continue operations smoothly with its use of Windows 3.1 and Windows 95. In an era where cybersecurity threats are constantly evolving, the fact that such outdated operating systems are still in use is surprising. These older systems, not depending on modern cybersecurity solutions like CrowdStrike, remained unaffected by the outage. This situation highlights an interesting paradox in the tech world: sometimes, older technology can sidestep issues that plague newer systems. Southwest's continued use of these legacy systems not only reflects a certain resilience but also raises questions about the balance between technological advancement and operational reliability.