News from the ITS Help Desk - April 2024

The latest updates to the Allan Hancock College ITS Knowledge Base include important reminders to update personal information for secure password resets, dedicated resources for student-facing roles, new articles exclusive to TDX Admins on ticketing processes, automation, and advanced ticketing design, as well as a new AV Event Request form for easier scheduling of audiovisual support. These updates aim to streamline technology processes and improve support for the college community.

Updates to ithelp.hancockcollege.edu

Dear Allan Hancock College community,

We are pleased to bring you the latest updates and resources available on our ITS Knowledge Base. These enhancements are part of our ongoing commitment to streamline technology processes and provide comprehensive support to our faculty, staff, and students.

Reminders:

• Updating Personal Information: Ensure your contact information is up-to-date to facilitate efficient password resets. This is crucial for maintaining access to your accounts without interruption. Read the full article here.
• Resources for Student-facing Roles: We have a dedicated section for our staff in student-facing roles, providing tailored resources to better support our students. Access this valuable resource here.

New Articles:

• Creating Requestable Tickets in TeamDynamix: (Restricted to TDX Admins) Learn how to streamline requests and enhance operational efficiency by creating requestable tickets. Explore the guide here.
• TeamDynamix Automation Rules: (Restricted to TDX Admins) Discover how to automate repetitive tasks and notifications within TeamDynamix, improving response times and reducing manual effort. Find out more here.
• Advanced Ticketing Design: (Restricted to TDX Admins) Master the complexities of ticketing design with our new guide on dependencies and workflows. This advanced approach helps in managing complex projects with ease. Read the article here.

Updates:

• New AV Event Request Form: We are excited to announce that a new AV Event Request form is now live, making it easier than ever to schedule audiovisual support for events. This streamlined form is designed to enhance user experience and efficiency. Request AV support here.

We encourage you to visit these links and familiarize yourself with the new resources and updates. Your feedback is invaluable to us as we strive to improve and adapt our services to meet your needs.

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 update to provide from April 4. 
     
• 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.
  • Update: No meeting for April pending L-320 testing.
  • Clickshare: Being installed in L-320.
  • Classroom Standard: Targeting L-320 for initial testing.
  • Obsolescence/Computer Standards: Updated in conjunction with Technology Council.
     
• Banner Committee
  • Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 a.m.
  • Updates: Continuing to work on financial aid upgrades as they are released. We are switching to the new version of class search this summer. You can preview it here: Select a Term (hancockcollege.edu)
     
• Technology Council
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 p.m.
  • Update: Updated the computer standards documentation, will be posted to TeamDynamix.

Ticketing Report Summary

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

Total Tickets (whole department)

Month	Total Tickets
January	599
February	315
March	428

 

Most Common Ticket Types for March:

1. Something Broke: 146 requests
2. Service Request: 45 requests
3. In-Person Support Notes: 25 requests
4. I Can't Sign In: 24 requests
5. New Banner User or Banner Security Update: 22 requests
6. Request Computers and Equipment: 21 requests
7. Computer Help (for ithelp@hancockcollege.edu): 21 requests

Most Common Locations Requesting Tickets for March:

1. Building A: 36 requests
2. Building B: 19 requests
3. Building K: 15 requests
4. Building S: 14 requests
5. Building M: 14 requests

Summer IT/AV Room Maintenance Form

This month, we'd like to introduce our new Summer IT/AV Room Maintenance Form! This quick and anonymous survey allows you to report any technology or audio-visual issues you've encountered in your room. By letting us know about these problems now, ITS can prioritize repairs and replacements over the summer break. This proactive approach ensures your room is fully equipped and ready for a smooth start to the next academic year!

Please complete our survey: https://forms.office.com/r/YyX2nZKbH9