News From the ITS Help Desk - February 2025



ITS Ticket Volume and Key Updates

January saw a significant increase in ITS support requests, with ticket volume rising to 714 compared to December’s 421. A portion of this surge resulted from power surges across campus following the connection of AHC’s solar system to the grid by contractors. Additionally, sign-in issues spiked due to an ongoing problem with importing students into Pathify for the Hancock Portal, causing configuration errors. While Pathify is working on a permanent fix, ITS is manually processing these requests to minimize disruptions. C-40 also experienced persistent issues with Extron AV equipment, but these have now been fully resolved.

ITS is also rolling out new Intune security policies that will block untrusted applications on college-managed devices to enhance security and compliance. If you experience issues accessing necessary applications, please contact the ITS Help Desk for assistance.

We appreciate the patience and support of faculty, staff, and students during one of the busiest times of the year. Thank you for working with us as we continue to improve campus technology and support services.

Help Desk Hours and Location

The ITS Help Desk is located in the Library on the Santa Maria campus and offers in-person support from Monday to Thursday, 8:00 AM to 4:30 PM, and Fridays from 8:00 AM to 4:00 PM. If issues arise, please submit tickets via ithelp.hancockcollege.edu or by emailing ithelp@hancockcollege.edu to automatically generate a ticket request based on email. Please do not email individuals directly; If that individual is on vacation or otherwise unavailable, your email may be missed until their return.

Essential Articles and Ticket Requests

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: Reviewed notes from Fall; Discussed Analytics and Biometrics; Provided Update on Catalog; Starfish Widget appears to be functional and a Custom Widget for productivity is in progress.
  • Educational Technology Advisory Committee (EdTAC)
    • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Tuesday, from 2:30-4:00 pm.
    • No Update
  • Banner Committee
    • Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
    • No Update
  • Technology Council
    • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
    • Update: Discussed implementing multifactor authentication for student accounts; This will be presented at College Council and more information will be going out the campus community soon. Working to update the statuses of activities from the 2022-26 Technology Master Plan (Technology_Master_Plan_2022.pdf).

January 2025 Ticket Summary

Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)

  • November: 409
  • December: 421
  • January: 714

Location-less Tickets

418 tickets had no location specified.

Lompoc Valley Campus (LVC) Tickets

22 tickets originated from the Lompoc Valley Campus.

Top 5 Forms Used at LVC:

  1. Something Broke (iPaaS): 10
  2. Install Something: 7
  3. Audio/Visual Event Request: 3
  4. Service Request: 1
  5. VOIP Telephone Request: 1

5 Most Common Request Locations:

  1. LVC 5: 8
  2. LVC 3: 6
  3. LVC 1: 5
  4. LVC 2: 3
    (Only 4 unique locations requested support)

Santa Maria Valley Campus (SM) Tickets

271 tickets originated from the Santa Maria Valley Campus.

Top 5 Forms Used at SM Campus:

  1. Something Broke (iPaaS): 140
  2. Install Something: 38
  3. Classroom/Cart Maintenance Request: 34
  4. Audio/Visual Event Request: 19
  5. Podium/Classroom Technology Walkthrough: 14

5 Most Common Request Locations:

  1. Building M: 34
  2. Building C: 32
  3. Building A: 27
  4. Building B: 24
  5. Building S: 24
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