π Welcome Back, Allan Hancock College!
π Fall Term Kickoff: Hang In There!
Welcome to the Fall term! As many of you know, this is the busiest and most demanding time of year for faculty, staff, and ITS alike. Between new student enrollment, onboarding of new hires, system access setup, and the flurry of support tickets related to the first weeks of instruction; things can get intense.
Thank you for your patience and collaboration as we work to support our students and each other during this critical time. You're doing great. Hang in there, weβve got your back.
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: Navigation improvements 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.
- Update: Banner 9 upgrades fully complete.
- Technology Council
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
- Update: LVC's network upgrade has been completed to a 10Gb connection. Additional upgrades will happen over time to make the most of this bandwidth.
π« ITS Cannot Assist With the Following Services:
To streamline your support experience, please remember that ITS is not responsible for the following systems or types of requests. These services are handled by other departments:
1. Canvas (Learning Management System)
Canvas is not supported by ITS. It is managed by Distance Education, a department within the Allan Hancock College Library.
Student Support:
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π 24/7 Canvas Support Line: 1-877-930-1178
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π¬ 24/7 Chat: Canvas Chat Support (Student)
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π Canvas guides, videos, mobile app setup, orientation & Spanish-language resources
Faculty Support:
β οΈ Reminder: Students will not see their course in Canvas until the first day of the term AND only if the professor has published the course.
2. SuccessNet (Early Alert System)
SuccessNet is not supported by ITS and is managed by:
Please contact Christian directly with any questions or technical issues related to SuccessNet.
3. Student Contact Information & OTP Issues
Due to policy, ITS cannot change student contact data or correct One-Time Password (OTP) delivery settings. Students must update their information through Admissions & Records:
π Update Student Contact Information β Knowledge Base Article
July 2025 Ticket Summary
Hereβs a brief overview of ITS activity:
Total Tickets (Whole Department)
- April: 474
- May: 439
- June: 420
- July: 537
Location-less Tickets
347 tickets had no location specified.
Lompoc Valley Campus (LVC) Tickets
20 tickets originated from the Lompoc Valley Campus.
Top 5 Forms Used at LVC:
- Something Broke: 10
- Install Something: 6
- VOIP Telephone Request: 1
- Classroom/Cart Maintenance Request: 1
- Podium/Classroom Technology Walkthrough: 1
5 Most Common Request Locations:
- LVC 1: 9
- LVC 5: 7
- LVC 3: 2
- LVC 6: 1
- LVC 2: 1
Santa Maria Valley Campus (SM) Tickets
170 tickets originated from the Santa Maria Valley Campus.
Top 5 Forms Used at SM Campus:
- Something Broke: 94
- Problem Form: 28
- Install Something: 26
- Audio/Visual Event Request: 7
- VOIP Telephone Request: 5
5 Most Common Request Locations:
- Building A: 32
- Building B: 29
- Building C: 19
- Building M: 17
- Building S: 12