Video Conferencing is now available in the World Room. Please include Video Conferencing in your room request. Video Conference Equipment Training is available by request through the Help Desk. We ask that you specify a time at least one day in advance that you will be available for equipment training.
Monday, January 17, 2011
Google Apps testers wanted
The Information Technology Department is looking for a few volunteers to test SMU Google Apps. Currently we have a group of 37 users that have agreed to be innovators and testers for our GoogleApps site which includes access to email, docs, calendar, contacts, and other google application offerings.
In the upcoming months we'll be looking to grow our testing pool. We are particularly interested in whole departments that may want to work with this technology.
If you believe you'd be interested in becoming a SMU Google Apps tester, please send an email to helpdesk@smumn.edu with your contact information and the subject line of SMUGmail Sign Me Up.
When we are ready to move forward with additional testing you'll be contacted.
In the upcoming months we'll be looking to grow our testing pool. We are particularly interested in whole departments that may want to work with this technology.
If you believe you'd be interested in becoming a SMU Google Apps tester, please send an email to helpdesk@smumn.edu with your contact information and the subject line of SMUGmail Sign Me Up.
When we are ready to move forward with additional testing you'll be contacted.
Tegrity Update
Over break, Tegrity rolled up a system update part of this update was to fix the playback problems when using the document camera and instructor camera. The classroom computers have been tested with this update and we have not been able to create the audio issue that was occuring previously or noticed any new issues.
Laptop and Tablet users should update their Tegrity recorder prior to teaching classes. If you've had your computer on campus there's a chance that it auto-updated. To see what version you are running, right click on the Tegrity icon in the lower right side of your desktop and choose About from the menu. The update version should be build 7.5.2.849.
To update to this latest release, please log into Blackboard, go to any of your courses, click Tegrity Classes and then select Record a Class from the big button on the top left. (NOTE: you don't actually have to start recording but you need to wait for the Tegrity Recording Window to pop up)
Once the update has installed, be sure to take time to test your tablet/laptop in the classroom that you use the instuctor camera and Elmo.
Here are some additional updates that the update provided.
Improved Performance
Much effort was focused on improving the performance of the Tegrity service. The behind-the-scenes service processes run up to 20x faster in some cases.
Simplified Subscribe Options
Subscribing to audio-only podcasts (MP3), enhanced podcasts (M4B), video podcasts (M4V) and RSS feeds is now as simple as a single click. Subscription icons appear in the lower right corner of the recordings page for a course, next to the Tegrity Connect icon, when a subscription option is enabled by the instructor for that course.
New ‘Help Desk’ Admin Role
A new Tegrity administrator role now exists with restricted admin access for use by institution help desk and IT personnel. This role enables institutions to delegate support tasks to their help desk and IT staff without exposing core Tegrity options and settings. Multiple admins can be created with this role, enabling each individual to have their own login, simplifying management of seasonal or temporary staff.
New Tegrity Support Self-Service Portal
Up to three administrators per customer can now create and track support cases 24/7 using our new integrated self-service portal on help.tegrity.com. Using the portal administrators can open new support cases, prioritize the work on new cases relative to other open support cases, track open cases to resolution, add and view comments for support cases, add relevant attachments to cases, review closed cases, and more.
Simplified Reporting Dates
Based on customer feedback, the reporting dates setting is now simplified. The Weekly Summary and Detailed Reports now present all-time data for reference instead of term-to-date data and the ‘Set Reporting Dates’ admin setting was removed. The reporting dates remain unchanged in the Custom Analysis and Outcome Analysis reports; they are set in the report criteria when running the report.
Improved Recordings/Recorder Monitoring
Recordings and Recorder monitors are now no longer limited to the last 50 recordings or recorders.
Improved Mobile App Viewing Statistics
Users viewing Tegrity content using the Tegrity mobile app for the iPhone, iPad, and iPod Touch, are now included in the Viewing Reports instead of the Download Reports.
Enhanced Support for System-wide Tegrity Implementations
Enables a system-wide implementation, such as a state board of colleges, to centrally control, manage and generate reports for multiple instances of Tegrity. This allows the setting of system-wide policies, which are enforced across multiple Tegrity instances; and provides systems with the ability to generate reports that cover multiple instances. And it does all this while maintaining the ability for each instance admin within the system to manage, as well as control the look and feel, their particular Tegrity instance.
Laptop and Tablet users should update their Tegrity recorder prior to teaching classes. If you've had your computer on campus there's a chance that it auto-updated. To see what version you are running, right click on the Tegrity icon in the lower right side of your desktop and choose About from the menu. The update version should be build 7.5.2.849.
To update to this latest release, please log into Blackboard, go to any of your courses, click Tegrity Classes and then select Record a Class from the big button on the top left. (NOTE: you don't actually have to start recording but you need to wait for the Tegrity Recording Window to pop up)
Once the update has installed, be sure to take time to test your tablet/laptop in the classroom that you use the instuctor camera and Elmo.
Here are some additional updates that the update provided.
Improved Performance
Much effort was focused on improving the performance of the Tegrity service. The behind-the-scenes service processes run up to 20x faster in some cases.
Simplified Subscribe Options
Subscribing to audio-only podcasts (MP3), enhanced podcasts (M4B), video podcasts (M4V) and RSS feeds is now as simple as a single click. Subscription icons appear in the lower right corner of the recordings page for a course, next to the Tegrity Connect icon, when a subscription option is enabled by the instructor for that course.
New ‘Help Desk’ Admin Role
A new Tegrity administrator role now exists with restricted admin access for use by institution help desk and IT personnel. This role enables institutions to delegate support tasks to their help desk and IT staff without exposing core Tegrity options and settings. Multiple admins can be created with this role, enabling each individual to have their own login, simplifying management of seasonal or temporary staff.
New Tegrity Support Self-Service Portal
Up to three administrators per customer can now create and track support cases 24/7 using our new integrated self-service portal on help.tegrity.com. Using the portal administrators can open new support cases, prioritize the work on new cases relative to other open support cases, track open cases to resolution, add and view comments for support cases, add relevant attachments to cases, review closed cases, and more.
Simplified Reporting Dates
Based on customer feedback, the reporting dates setting is now simplified. The Weekly Summary and Detailed Reports now present all-time data for reference instead of term-to-date data and the ‘Set Reporting Dates’ admin setting was removed. The reporting dates remain unchanged in the Custom Analysis and Outcome Analysis reports; they are set in the report criteria when running the report.
Improved Recordings/Recorder Monitoring
Recordings and Recorder monitors are now no longer limited to the last 50 recordings or recorders.
Improved Mobile App Viewing Statistics
Users viewing Tegrity content using the Tegrity mobile app for the iPhone, iPad, and iPod Touch, are now included in the Viewing Reports instead of the Download Reports.
Enhanced Support for System-wide Tegrity Implementations
Enables a system-wide implementation, such as a state board of colleges, to centrally control, manage and generate reports for multiple instances of Tegrity. This allows the setting of system-wide policies, which are enforced across multiple Tegrity instances; and provides systems with the ability to generate reports that cover multiple instances. And it does all this while maintaining the ability for each instance admin within the system to manage, as well as control the look and feel, their particular Tegrity instance.
Office 2010 in Lab 23
Office 2010 has been installed on the Lab 23 computers. If you have any concerns about compatibility between the different versions of Office, come down to the lab and put your documents to the test. In our initial testing, the Helpdesk found no compatibility issues between Office 2010 and Office 2007.
December 2010 Results for Saint Mary’s HelpDesk
The Saint Mary’s HelpDesk strives to resolve issues and questions on the initial contact with the SMU community members. The goal set for HelpDesk and HelpDesk Technical Assistants is 50%+ of incidents documented be “Closed on First Contact” (CoFC). Achieving this goal is a challenge for the Technical Assistants due to the wide variety of issues, questions, and problems they are asked to attempt to resolve. A few of these are: password resets for students and employees, consumer device checkout, classroom support questions, software usage questions, residence hall support, etc., as the charts below indicate.
The charts provided indicate the Top 10 issues resolved at the initial contact and the Top 10 issues not resolved at the initial contact.
University totals: 387 incidents documented. Incidents resolved on initial contact (CoFC): 245 (not resolved CoFC 142) CoFC percent of total: 63% 36 iT and HelpDesk staff documented incidents during December 2010. Of these 36, 26 achieved the 50+ CoFC goal or 72%.
Winona Campus Incidents documented: 315 CoFC: 175 CoFC percent of total: 56%.
Winona Campus HelpDesk and iT staff achieving CoFC goal of 50%+: 100% Group: Brandon Lovera-Ives, John Uhal , Don Cisewski, Jill Congdon, and Sarah Bearbower 80-99% group: Trevor Woggon, Joel Lynch, and Mitch Lawler 70-79% group: Chris Sanstead, Chase Davidson, Amanda Frost, Bridget Ryan, Thomas Plante, and Patrick Luke 60-69% group: Heather Ludwig, Amy Streit, Mitchell May, and David Corpstein 50-59% group: Camden Webster, Brian Behling, Chris Froelich, Clarissa Thompson-Matthew, Melanie Krivachek, Gary Welch, and Ashley House.
Minneapolis Campus Incidents documented: 72 CoFC: 70 Thank you to Chad Colt who did all these for December. CoFC percent of total: 97%.
The charts provided indicate the Top 10 issues resolved at the initial contact and the Top 10 issues not resolved at the initial contact.
University totals: 387 incidents documented. Incidents resolved on initial contact (CoFC): 245 (not resolved CoFC 142) CoFC percent of total: 63% 36 iT and HelpDesk staff documented incidents during December 2010. Of these 36, 26 achieved the 50+ CoFC goal or 72%.
Winona Campus Incidents documented: 315 CoFC: 175 CoFC percent of total: 56%.
Winona Campus HelpDesk and iT staff achieving CoFC goal of 50%+: 100% Group: Brandon Lovera-Ives, John Uhal , Don Cisewski, Jill Congdon, and Sarah Bearbower 80-99% group: Trevor Woggon, Joel Lynch, and Mitch Lawler 70-79% group: Chris Sanstead, Chase Davidson, Amanda Frost, Bridget Ryan, Thomas Plante, and Patrick Luke 60-69% group: Heather Ludwig, Amy Streit, Mitchell May, and David Corpstein 50-59% group: Camden Webster, Brian Behling, Chris Froelich, Clarissa Thompson-Matthew, Melanie Krivachek, Gary Welch, and Ashley House.
Minneapolis Campus Incidents documented: 72 CoFC: 70 Thank you to Chad Colt who did all these for December. CoFC percent of total: 97%.
Thursday, December 2, 2010
Requesting Blackboard Course Removal
Once you've archived and saved the resulting file for your courses you may request that the HelpDesk delete the courses permanently from the Blackboard system.
ATTENTION: ONCE Courses are deleted they may not be restored.
To request that courses be removed from the Blackboard system please email the HelpDesk with a listing of the course IDs that should be removed and your verification that you've archived the content you want to have record of.
ATTENTION: ONCE Courses are deleted they may not be restored.
To request that courses be removed from the Blackboard system please email the HelpDesk with a listing of the course IDs that should be removed and your verification that you've archived the content you want to have record of.
Archiving Blackboard Courses
To view video on Archiving Courses, go here.
To Archive a course, go to the course you want to Archive in BB.
Click the Control Panel, and choose Archive Course
Click Archive, then click Submit.
This will put the archive course in a que. It will send you an email letting you know this has completed.
You can also listen to a Tegrity recording that has directions for Archiving Courses are located at here.
Once you've archived and saved the resulting file for your courses you may request that the HelpDesk delete the courses permanently from the Blackboard system.
ATTENTION: ONCE Courses are deleted they may not be restored.
To request that courses be removed from the Blackboard system please email the HelpDesk with a listing of the course IDs that should be removed and your verification that you've archived the content you want to have record of.
To Archive a course, go to the course you want to Archive in BB.
Click the Control Panel, and choose Archive Course
Click Archive, then click Submit.
This will put the archive course in a que. It will send you an email letting you know this has completed.
You can also listen to a Tegrity recording that has directions for Archiving Courses are located at here.
Once you've archived and saved the resulting file for your courses you may request that the HelpDesk delete the courses permanently from the Blackboard system.
ATTENTION: ONCE Courses are deleted they may not be restored.
To request that courses be removed from the Blackboard system please email the HelpDesk with a listing of the course IDs that should be removed and your verification that you've archived the content you want to have record of.
Equipment Available for checkout at Helpdesk
HelpDesk devices are available for checkout, by SMU community members for one day periods. You can reserve a device in advance.
Please contact the HelpDesk, helpdesk@smumn.edu or on-campus call 7800.
- Flip brand video cameras
- digital video cameras hard drive storage
- Digital camera
- Various microphones, (USB for computer, Salvi, Common Room, lapel, tape recorder)
- MiFi wireless device, used for Internet only. Please do not download or stream music or video using this device as it has a monthly usage limit of 5 gigabytes.
- LCD Projectors
- Multimedia Carts (Laptop, projector, video player(VHS or DVD), speakers, presentation “clicker”
- Projection screens
- Garmin GPS
- USB DVD burner
- Turning Point system
- Document Camera
- Tripods
- Old fashioned cassette recorders
Please contact the HelpDesk, helpdesk@smumn.edu or on-campus call 7800.
Wednesday, December 1, 2010
Copying a class recording
1. Access your Tegrity environment and click on the course where the class you want to copy is located.
2. Check the box next to the recording you want to copy, circled below in red.
3. Click on the “action” drop-down menu, circled in green above. Select “Copy” from the list of options.
4. A box will appear, asking you to select the course where you want this recording to be copied too. Enter the name of the course and select “OK”.
Your recording will now be copied into the other course’s folder immediately and will appear in the recordings list.
2. Check the box next to the recording you want to copy, circled below in red.
Helpdesk Stats for November
HelpDesk staff documented 393 incidents during the month of November.
222 were closed on the initial contact (CoFC) CoFC percent of total: 56.5% HelpDesk CoFC goal is 50% or better.
HelpDesk and iT staff had 35 documenters
21 achieved the 50%+ CoFC contact goal for the month for a rate of 60% There were also 3 other staff that missed it by one incident. Example received 7 closed 3 on initial contact and 4 that were not.
Thank you to Brian Behling, Chad Colt (MPLS), Jessica Perkins, Joel Lynch, Mitch Lawler, Camden Webster, Chase Davidson, Thomas Plante, Heather Ludwig, Bridget Ryan, David Corpstein, Melanie Krivachek, Chris Froelich, Clarissa Thompson-Matthews, Chris Sanstead, Kyle LaBarre, Ashley House-Mischke, Pat Luke, Brandon Lovera-Ives, Abby Kratzke, Heidi Johnson
How the HelpDesk received incidents during November 2010
11% Email Incidents: 45
1% HelpDesk VM MPLS Incidents: 2
1% HelpDesk VM Winona Incidents: 5
1% iT Staff initiated Incidents: 4
56% Phone - in-person Incidents: 220
0% Stopped in Public Incidents: 1
2% Walk in TC iT Office Incidents: 6
28% Walk-up to HelpDesk Incidents: 110
Total number of Incident documented: 393
222 were closed on the initial contact (CoFC) CoFC percent of total: 56.5% HelpDesk CoFC goal is 50% or better.
HelpDesk and iT staff had 35 documenters
21 achieved the 50%+ CoFC contact goal for the month for a rate of 60% There were also 3 other staff that missed it by one incident. Example received 7 closed 3 on initial contact and 4 that were not.
Thank you to Brian Behling, Chad Colt (MPLS), Jessica Perkins, Joel Lynch, Mitch Lawler, Camden Webster, Chase Davidson, Thomas Plante, Heather Ludwig, Bridget Ryan, David Corpstein, Melanie Krivachek, Chris Froelich, Clarissa Thompson-Matthews, Chris Sanstead, Kyle LaBarre, Ashley House-Mischke, Pat Luke, Brandon Lovera-Ives, Abby Kratzke, Heidi Johnson
How the HelpDesk received incidents during November 2010
11% Email Incidents: 45
1% HelpDesk VM MPLS Incidents: 2
1% HelpDesk VM Winona Incidents: 5
1% iT Staff initiated Incidents: 4
56% Phone - in-person Incidents: 220
0% Stopped in Public Incidents: 1
2% Walk in TC iT Office Incidents: 6
28% Walk-up to HelpDesk Incidents: 110
Total number of Incident documented: 393
Computer updates over December Break
Don't forget to keep your computer up to date over the Winter Break. This includes Windows Updates and Virus software updates. Any new items you may bring to campus after the holidays will also need to be up to date; you can check thier readiness by going to:
SMU Winona Campus Network Readiness Check
Tegrity System Check
SMU Winona Campus Network Readiness Check
Tegrity System Check
My Courses box in Blackboard
In Blackboard, are you finding your courses easily in the My Courses box?
Tired of scrolling down to access current term courses?
Try the following:
Click the pencil icon in the upper right corner of the "My Courses" box (module)
Uncheck the older versions or your courses(faculty) or old courses taken (students) boxes under the various headings
Click Submit (affirmative response) button.
Course list should shorten but courses would still be available for future access by reversing the process when needed.
Tired of scrolling down to access current term courses?
Try the following:
Click the pencil icon in the upper right corner of the "My Courses" box (module)
Uncheck the older versions or your courses(faculty) or old courses taken (students) boxes under the various headings
Click Submit (affirmative response) button.
Course list should shorten but courses would still be available for future access by reversing the process when needed.
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