News from the ITS Help Desk - October 2024

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.

Updates to ithelp.hancockcollege.edu

We have implemented a new, dynamic Something Broke form for reporting any ITS issue related to something that used to work, but no longer does. If you have not already interacted with this form, it can be viewed here: Something Broke 

Essential Articles and Ticket Requests

• Updating Personal Information for Password Resets at Allan Hancock College
• Reboot Routine
• How to Connect to ALLAN_HANCOCK_COLLEGE On-Campus Wi-Fi
• Canvas Instructions (hancockcollege.edu)
• Request Form - Something Broke - Report ANY IT Problem (teamdynamix.com)
• Request Form - I Can't Sign In (teamdynamix.com)
• Request Form - Install Something (teamdynamix.com)

Why Does My Account Keep Getting Locked?

Recently, a number of our AHC team have reported being locked out of their accounts (most commonly when trying to access Windows computers) even though they don’t recall entering any bad passwords. This can be frustrating, but there are a few common reasons why this happens even if you're sure you entered the correct password.

Common Causes of Account Locks

1. Password Changes Aren’t Updated on Mobile Devices
One of the most common culprits is a password change that hasn’t been updated on your mobile devices. If you change your password but forget to update the Wi-Fi connection on your cell phone or tablet, those devices will keep trying to connect to the Wi-Fi using your old password. These repeated connection attempts can lead to an account lock.

2. Password Changes Aren’t Updated in Mitel Connect
Another frequent issue comes from the Mitel Connect app. If you change your password but don’t log out and back in on Mitel Connect, the app may attempt to reconnect multiple times using your old password. This can result in your account being locked out as well.

How to Resolve the Issue

If you find yourself locked out of your account, the following steps should resolve the problem:

• Reset your password by visiting portal.hancockcollege.edu.
• Make sure to forget the Wi-Fi network on your cell phone and other mobile devices, and then reconnect using your new password.
• Log out and back into Mitel Connect with your updated password.

A Friendly Reminder

It’s also possible that someone may have entered your email address by mistake when trying to sign in on a shared device, or even tried to guess your password. In shared computer environments, it's easy for someone to attempt a login under the wrong username.

If you're still having trouble, feel free to contact the ITS Help Desk for assistance. We're here to help!

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: We are moving to the new CurrIQunet online catalog and it is nearly finished. This will launch in the Spring along with Class Search. 
• 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: Podium USB-C connections for Data and Video are being installed in classrooms.
• Banner Committee
  • Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
  • Update: November 15th we will begin migrating Banner hosting from the Santa Maria data center to Amazon Web Services. Banner and it's assorted resources will be unavailable from 12:00PM through Monday morning (Nov 18th).
• Technology Council
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
  • Update: Set the following goals:

  1. Review progress in automating SEP processes (Banner committee) 

  2. Monitor effectiveness of Successnet widget and other portal widgets for notifying students of academic issues (Web Services committee) 

  3. Create Curriqunet websites with program map data (Web Services committee) 

  4. Upgrade existing podiums to allow for USB-C connections for data and video, on podiums that are ready for USB-C (edTac) 

  5. Create inventory of classroom technology (edTac) 

  6. Collect accreditation evidence 

  7. Partner with academic senate to create guidance on AI 

  8. Ensure that there is effective communication with stakeholders about significant technology changes (accreditation plan of action) 

September 2024 Ticket Summary

Here’s a brief overview of ITS activity:

Total Tickets (Whole Department)

• July: 523
• August: 682
• September: 593

Location-less Tickets

343 tickets had no location specified.

Most Common Location-less Forms:

1. Computer Help (for ithelp@hancockcollege.edu): 100
2. Service Request: 36
3. Request Computers and Equipment: 34
4. New Banner User or Banner Security Update: 33
5. I Can't Sign In: 32

Lompoc Valley Campus (LVC) Tickets

30 tickets originated from the Lompoc Valley Campus.

Top 5 Buildings Reporting Tickets at LVC:

1. LVC 1: 12
2. LVC 2: 10
3. LVC 5: 7
4. LVC 3: 1
   (Only four unique buildings reported tickets.)

Top 5 Forms Used at LVC:

1. Something Broke: 19
2. Install Something: 4
3. Something Broke (iPaaS): 3
4. Audio/Visual Event Request (New): 2
5. Classroom/Cart Maintenance Request: 1

Santa Maria Valley Campus (SM) Tickets

220 tickets originated from the Santa Maria Valley Campus.

Top 5 Locations Reporting Tickets:

1. Building A: 38
2. Building L: 31
3. Building F: 29
4. Building M: 18
5. Building B: 16

Top 5 Forms Used at SM Campus:

1. Something Broke: 94
2. Install Something: 37
3. Audio/Visual Event Request (New): 31
4. Something Broke (iPaaS): 25
5. VOIP Telephone Request: 8

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