Category: Elevate the Stakeholder Experience

Upgrading the User Experience: New IT Ticketing System Debuts July 9

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The University of Florida will transition to a new enterprise IT ticketing system in July 2024.

After garnering feedback from several IT units from across campus, UF Information Technology (UFIT) convened a search committee to evaluate the leading products available to support a large, complex, and diverse campus. The committee selected TeamDynamix (TDX) to replace Cherwell as the university’s IT ticketing platform. UFIT’s implementation timeline includes a documentation release, sandbox availability, a training schedule to accommodate live and on-demand needs, and a short period where both systems will be live. A TeamDynamix webpage is available with a brief overview of TDX’s capabilities, along with two short overview videos for technical staff and end-users.

Implementation Timeline:

June 10: Initial documentation for TeamDynamix is distributed to all current system users and posted on the website.

June 17: Access to TeamDynamix sandbox environment opens.

June 24: Live, Zoom-based training held throughout the week. 

June 28: Recordings of Zoom training sessions are distributed.

July 9: Go-live of the TeamDynamix production environment.  All new IT support tickets will be created in TeamDynamix as of this date.  The Cherwell system remains available for staff to work and close existing tickets.

July 30: Any remaining Cherwell tickets will be ported into TeamDynamix. Cherwell access will be terminated on this date.

While the application is changing, IT support processes will remain similar to current processes. Where possible, familiar terminology, classifications, and functionality will be implemented. The campus community will still be able to submit a help ticket by email, web portal, API, or in person at the Help Desk, across from the Starbucks in the Hub. Anyone with questions about the timeline to switch to TeamDynamix is welcome to contact UFIT’s service management team (itsm-team@ufl.edu).

Decluttering Your GatorMail Inbox

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GatorMail is the University of Florida’s free email and collaboration tool available to faculty, students, and staff. GatorMail is the most secure, convenient way to send and receive emails while you’re a part of the UF community.

Although UF’s Information Security Office employs advanced technologies that block hundreds of millions of malicious external emails each year, some spam, junk, and phishing emails still can make their way into your inbox. It can be more challenging to filter out phishing emails, especially spear phishing messages tailored specifically to the recipient. If you ever receive a suspected phishing email in your GatorMail, report it directly to UF’s Information Security Office by using the Phish Alert Button.

GatorMail’s junk settings can help keep your inbox virtually free of unsolicited messages. Did you know you can report junk, block specific senders and domains, and add filters to your GatorMail? Microsoft Outlook also offers the Clean Up Conversation tool to reduce the number of redundant messages in your inbox. To help prevent spam, it’s not recommended to use your UF email address for third-party accounts and listservs.

Visit https://www.mail.ufl.edu/managing-email/securing-gatormail/ to review UFIT’s email safety tips, including steps to report spam and GatorMail’s email security policies. And, if you need any assistance setting up a GatorMail inbox rule, just stop by the UFIT Help Desk at 132 Hub, across from the Starbucks.

Summer Training Opportunities are Plentiful with UFIT

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UF Information Technology (UFIT) is offering a robust training schedule this summer. Commit to enhancing your skillset over the quieter summer months! From May 13 through August 9, 2024, faculty and staff can select from many instructor-led, self-paced, and virtual workshops. There are options for using AI tools, improving Zoom meetings, understanding how DocuSign works, and learning Microsoft collaboration tools and applications. All UFIT training is free.

On the schedule this summer are three self-paced, introductory AI trainings:

  • AI in the Workplace
  • Introduction to AI Image Generator Tools
  • Prompt Engineering: Working with AI Text Generators and AI Image Generators

A two-part Qualtrics workshop series will also be offered twice, with participants who complete the series earning a Qualtrics certificate. For those looking to use non-research survey tools for administrative needs, registration is also open for Google Forms and Microsoft Forms web training.

UFIT Training provides year-round training on numerous topics to enhance the academic and professional skills and academic needs. Plan your summer training by starting with the IT service catalog listing: https://it.ufl.edu/services/it-training. Anyone with questions about our training or would like to discuss a custom training for their department is welcome to email ufit-training@ufl.edu.

Securely Connect to UF Files and Services from Anywhere

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The UF virtual private network (VPN) provides remote access to the university network by serving as a “tunnel” that connects your device as if you were physically on campus. By using the UF VPN, faculty, students, and staff can securely access multiple UF resources protected by the network’s firewall that otherwise would be inaccessible while off campus, including:  

The UF VPN isn’t required to access UF’s GatorCloud services or administrative sites, such as ONE.UF and myUFL, when off campus. However, the UF VPN gives users a secure online environment to complete their work. When studying abroad, working in a public space, or even submitting your assignments from home, using the UF VPN adds a layer of protection by encrypting your internet traffic and shields you from malicious actors..

No matter where you are in the world, you only need an internet connection to use UF’s VPN — whether that’s with your own wireless network, public Wi-Fi, or your phone’s cellular data. For step-by-step instructions and to confirm that your device’s operating system is compatible, visit: https://it.ufl.edu/ict/documentation/network-infrastructure/vpn/cisco-secure-vpn-installation–config-guide/. The UFIT Help Desk can assist you with VPN configuration 24/7! Call our friendly tech support team at 352-392-HELP or email helpdesk@ufl.edu.  

Improving Students’ Eduroam Experience: Marston Spring Tabling Dates

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To support the year-long educational communications initiative You’re a Gator – Not a [UF] Guest, UF Information Technology (UFIT) staff will connect with students directly through a series of campus tabling sessions. The first two tabling events are Friday, Apr. 5, and Monday, Apr. 8, from 2 p.m. to 4 p.m. inside Marston Science Library’s entryway. The goal of the You’re a Gator – Not a [UF] Guest initiative is to make students aware that enrolling their devices in eduroam provides the optimal campus Wi-Fi experience.

Network usage data determined that Marston Science Library is one of UF’s busiest campus spots, with thousands of students studying across the five floors daily. The data also revealed clusters of ‘ufguest’ network and personal hotspot usage among Marston’s heavy foot traffic. Personal mobile hotspots redirect the Wi-Fi signal in crowded campus areas. The ‘ufguest’ network should be used exclusively by campus visitors, because it doesn’t offer full internet access, is slower than eduroam, and is an unencrypted network.

Eduroam offers up to 10x’s faster connectivity than the ‘ufguest’ network and is the campus standard for secure network access . Also, by enrolling their devices in eduroam, campus members won’t have to re-configure every 24 hours as required on ‘ufguest’. Come see our team, get configured to eduroam, and grab a free sticker! If you miss us, don’t worry. You can always stop by the UFIT Help Desk at 132 Hub (across from Starbucks) or call 352-392-HELP for Wi-Fi configuration support.

On-The-Go Campus Printing with GatorPrint

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UF Information Technology (UFIT) offers black and white, color, and large format poster printing in more than 20 buildings across campus via the GatorPrint program. GatorPrint enables community members to send print jobs directly from their computer, mobile device, or a UF workstation to more than 50 campus printing locations, from on- or off-campus. Students can even send jobs while waiting for, or while riding on, an RTS bus!

Printing costs vary depending on the type of print job but are standard across UFIT’s campus print locations. Once your print job is completed, the charges are posted on your ONE.UF account. Faculty and staff can also arrange bulk printing credits for their department or college.

Check out the printing options, locations, costs, and policies at print.at.ufl.edu. Technology consultants are available to assist you with your print job at the Architecture Lab, Marston Science Library, CSE, Norman Hall, and at Weil Hall. Anyone with questions about campus printing options may call the UFIT Help Desk (352-392-HELP), or stop by the Help Desk at 132 Hub, located across from Starbucks.

Fresh, Accessible, and Flexible: UF’s New Web Templates

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UF Information Technology (UFIT) collaborated with the Office of Strategic Communications and Marketing (SCM) to launch the new UF web theme in September 2023. The theme, known as Mercury, features modular and component-based templates, creating a modernized look aligned with UF’s branding strategy and accessibility policy. The components of each template are flexible, allowing users to easily adopt the theme.

This project began in June 2021 with UF partnering with the vendor Stamats. UFIT’s Web Services team serves as SCM’s technical support and worked with them on the web refresh efforts. The new template reflects three years of planning, cooperation, and building out the new look.

“Since the release of the Mercury theme, we’ve already seen several units successfully implement it,” SCM’s Director of Marketing and Web Strategy Ana Mertz said. “It is exciting to see so many units embrace the new templates. Our teams worked hard to ensure our campus community had as many resources as possible to facilitate adoption.”

While implementation of the templates is not required for campus units, it’s highly encouraged as the Mercury theme provides brand continuity and meets current accessibility standards.

“Based on the requests for meetings to discuss migrating into the new theme, I am optimistic that campus wide adoption is forthcoming,” UFIT Associate Director and Manager of Web Services Kimbley Standifer said.

Visit the UF Brand Center’s ‘Website Templates’ page to find information about the template, available platforms, and the required documentation to use them. If you have any questions, please fill out the contact form at the bottom of the page. UFIT also has additional resources about using the new template available on https://webservices.it.ufl.edu/mercury-theme/.

Free Training on Administrative and AI Applications

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UF Information Technology (UFIT) offers a robust training calendar that includes instructor-led opportunities and self-paced courses. All UFIT training is free and open to faculty, staff, and students. There are dozens of offerings this semester including the options listed below.

Enhance Your collaboration skills with these instructor-led webinars:

Earn UFIT’s AI Foundations certificate with this anytime, on-demand option:

AI Foundations Certificate Program: Learn different aspects of AI through a series of five courses: Artificial Intelligence in The Workplace, Harnessing AI Tools, AI Image Generators (Self-Paced), and Prompt Engineering: Working with ChatGPT and AI Image Generators.

Become proficient with survey tools for research and administrative use:

Register today and let’s learn together! UFIT can also deliver on-site, custom learning opportunities for a college, department, or unit that has a specific group training need. Email ufit-training@ufl.edu with your inquiry. The training staff are eager to help you more efficiently use campus IT tools and applications.

Connecting Students with Tech Resources

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UF Information Technology (UFIT) hosted its annual Tech Fair on Wednesday, Feb. 28. Tech Fair allows students to explore various free campus tech resources and services available, regardless of major. Among the resources for students to discover this year were AI tools for building e-portfolios, AI prompts for effective studying, and the Career Connections Center’s AI resume-reviewing tool, Quinncia.

Camila Diaz-Borges, a classical studies freshman, said she left Tech Fair with a deeper understanding of the AI certificate offered to UF students after speaking with Career Connections Center staff.

“I think I might apply for the AI certificate now that I know more about it,” Diaz-Borges said.

Students explored equipment available to check out from the George A. Smathers Libraries and how to make the most of their free, UFIT-provided LinkedIn Learning subscription. Students also had a chance to learn what IT training is offered by UFIT and Help Desk staff were also providing on-site IT assistance.

Rachael Yacuzzo, a junior history and women’s studies double major, stopped by the ONE.UF booth, where students were encouraged to share what improvements should be made to the mobile app.

“Something that I found really troublesome with the app was that I could never [open] my degree audit on it, so I’m glad they asked for feedback,” Yacuzzo said.

Computer science graduate student Nicholas Sily and general business freshman Jenna Vell said the range of equipment available to rent from Smathers Libraries caught their interest.

“I’m really impressed with the video-filming equipment that students can check out from the libraries,” Sily said.

“We’re learning about 3-D printing in class, so it’s great to know we have 3-D printing services right here in Marston,” Vell said.

This year’s event tracked 523 student interactions. For any questions about the 2024 Tech Fair, email UFIT Communications at it-comm@ufl.edu.

Encouraging Students to Enroll Devices in Eduroam

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This month, UF Information Technology (UFIT) is launching a proactive educational and communication initiative aimed at enhancing student awareness and utilization of eduroam.

This initiative was conceived in response to student feedback regarding the quality and accessibility of Wi-Fi in the university’s public areas, particularly in the UF libraries.  After thorough testing conducted by UFIT staff, it was determined that the Wi-Fi infrastructure in the libraries is operating as intended. Further analysis indicated that students can significantly enhance their Wi-Fi experience by making two simple adjustments: enrolling their devices in the eduroam service and deactivating their smartphone’s hot spot. Thus the three messaging “drumbeats” are the focus of the campaign:

  1. You’re a Gator—not a [UF] Guest! Enroll in eduroam.
  2. Get on eduroam for up to 10X’s faster internet!
  3. DYK? Your phone’s Wi-Fi hotspot interferes with the Wi-Fi campus signal.

Another benefit students will see upon enrolling in eduroam is they won’t have to re-register every 24 hours to use the UF Guest Wi-Fi. Device registration eliminates the need to do that, while also providing the most secure connection available.

Outreach support for the You’re a Gator–not a [UF] Guest! campaign includes monitor images, multiple videos, a social media campaign, signage in strategic, student gathering locations, and tabling events. Campaign materials (e.g., monitor images, videos, and stickers) will be made available to UF’s colleges and divisions, to help spread the word. Anyone with questions about the campaign is welcome to contact UFIT Communications.