Tag: UF Computing Help Desk

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).

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.

Electronic Thesis & Dissertation Formatting Help

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The UFIT Help Desk provides campus with a variety of technical support services, including electronic thesis and dissertation support. The Electronic Thesis and Dissertation team (ETD) assists graduate students through the formatting process of their thesis or dissertation in accordance with the Graduate Editorial Office’s guidelines. Their services are available for free to all UF graduate students.

Meg Renard, a lead ETD staff member, joined the team in 2019. She encourages graduate students to reach out as early as possible.

“If you look up the template before you start writing, or if you’re at least aware, the process is going to be much easier,” Renard said. “People spend so long writing these things and gathering material. Then, they get to the end, and they have no idea that the submission had requirements.”

Whether you need finishing touches or a full reformat, the ETD team will meet you wherever you are in the formatting process, Renard said. The team’s primary three services are one-on-one appointments, document reviews via email, and free template and formatting tutorials. The only templates accepted for thesis and dissertation submissions are in MS Word and LaTeX, both requiring specific formatting that is difficult to recreate. Faculty can also arrange for an ETD staff member to present to their classroom by contacting the ETD team directly.

Visit https://it.ufl.edu/helpdesk/graduate-resources/ to book an appointment, email your document for review, or view the templates and tutorials. Appointments and email queue spots fill quickly as submission deadlines approach, so it’s best to contact the team as soon as you can. Although the UFIT’s ETD team supports students through the formatting process, the Graduate Editorial Office is a separate office and sets the submission standards and deadlines. Students can view thesis and dissertation deadlines, checklists, and further requirements on the Editorial Office’s website.

Tips for Importing Past Content in Canvas

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Faculty often reuse past content by importing it into new e-Learning course shells. However, there are some vital considerations when dealing with imported course content:

Announcements and Calendar Events
When importing content, course-specific items like announcements and calendar events will be copied as well. To avoid unnecessary content, it’s recommended to use the “select specific content” option during the import process. This allows you to choose only the relevant parts of the course. In case you’ve already used “import all,” make sure to visit the announcement page and remove any announcements you won’t be reusing. For calendar events, access the Syllabus tool, locate the events in the course summary, and delete them from the event page, particularly if Zoom meetings are involved.

Groups and Group Assignments
During the course copy, existing group sets will merge into one set named ‘Project Groups’ and any group assignments or discussions will be associated with this group set. To prevent issues with group work, it’s essential to review all assignments and recreate the desired group sets as needed.

For further assistance in preparing your course, consider scheduling a one-on-one consultation with an e-Learning specialist by visiting http://go.ufl.edu/CanvasHelp.

Tech Support For You: How Can We Help?

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Welcome, or welcome back to campus!

New faculty and students, we know there are a lot of things to learn before the first day of term. While you are getting settled, rest assured that help with university systems access and general campus tech questions is just a phone call or short walk away. The UF Computing Help Desk (“Help Desk”) is
in the Hub, on Stadium Road between Century Tower and Ben Hill Griffin Stadium. The Help Desk provides assistance with:

● Account Support: Access to UF systems and services start with your GatorLink ID and password. If you experience any difficulties with your GatorLink access or need a password reset, just give the Help Desk a call or stop by.

● Technical Support: Help Desk staff are happy to assist with wireless and VPN connectivity issues, GatorMail email questions, discounted software purchases, and more.

● Systems Support: Help Desk consultants are experts in enterprise campus systems including Canvas, myUFL, ONE.UF, and other university applications and platforms. Need help using e-Learning or reporting time in myUFL? We’re here to help, Gators!

Call (352-392-HELP/4357), submit a help ticket, or stop by 132 Hub.

Falling for a Phish Can Lead to an MFA Bombing Attack

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Phishing attacks are frequently carried out through emails or texts that appear to come from a reputable source. Cybercriminals are skilled at using deceitful tactics to trick users into revealing personal information such as logins or credit card information. Common phishing tactics include:

• Unsolicited work opportunities that lead to requests for bank routing information, or ask the new “employee” to purchase supplies, with the promise of reimbursement
• Messages warning of an imminent deactivation of your accounts, such as bank accounts, social media accounts, or subscription services
• Emails allegedly from the IRS, FBI, or other federal agency threatening legal action, and directing you to imposter websites requiring you to enter personally identifying information
• Urgent requests from fake email accounts impersonating a high-level person in your organization, asking you to purchase gift cards or submit your credit card information.

Pay close attention to any email asking for GatorLink login credentials. Unauthorized access to your GatorLink account can expose your personal or academic information. Once a GatorLink login is compromised, the attacker may repeatedly spam Duo Push requests to your device — otherwise known as “MFA Bombing” — hoping you will accept just to make the requests stop. Approving an unexpected Duo request gives the criminal access to your account. Visit the MFA bombing webpage to learn more about this form of cyberattack.

AI Resources for Students Spotlighted at 2023 Tech Fair

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More than 2,030 student interactions were one outcome of the 2023 Tech Fair. Another outcome is that many students learned about some of the technology resources and services available to them at UFIT’s largest outreach event. Veronica Rams is a student who stopped by the event.

“GitHub Web Flow is so cool and useful when it comes to learning how to make a good website, since learning HTML was a bit hard,” Rams said.

This year’s Tech Fair focused on helping students utilize AI and online tools while completing their undergraduate degrees to help them achieve their academic and professional goals. Students learned how to use LinkedIn Learning’s Learning Paths, tried out new AI drawing software with the help of UFIT’s instructional designers, and got their tech issues solved from the expert staff in the UFIT Help Desk tent. Students also also learned how AI evaluates their resumes, courtesy of the Career Connections Center. Marston Science Library brought out 3D printers and rentable technologies available. Victoria Garcia, an Innovation Academy student, appreciated the display.

“I learned about 3D printing and where they have printers which are helpful for my classes.”

For any questions about Tech Fair, email UFIT Communications at it-comm@ufl.edu!

Here for You: The UFIT Help Desk

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The UF Computing Help Desk, also known as the UFIT Help Desk, will assist you with a variety of technical support needs. Consultants can also connect you with the appropriate UFIT group, or college or department IT staff if a technical problem requires more in-depth analysis to fix. There are multiple ways to get help whether you are in Gainesville, at an off-campus research facility, or a distance learning student:

Call: 352-392-HELP/4357
Email: helpdesk@ufl.edu
Visit: 132 Hub
Submit a Ticket: https://my.it.ufl.edu/

Several self-help resources are online as well, like instructions for updating your GatorLink password, campus connectivity tips, and GatorMail email troubleshooting. Some of the most popular reasons for contacting the UFIT Help Desk are:

• Technical Consulting: Connectivity assistance to the UF Network or UF’s VPN. Consultants will also help with UF email configuration and GatorLink authentication issues
• Software Sales: Faculty, students, and staff can save up to 80% on software titles, including Adobe, Grammarly, and SPSS
• Support for Administrative Computing: Get questions answered about using myUFL, ONE.UF, and other campus-wide systems
• Electronic Thesis & Dissertation Support: Graduate students can schedule appointments for formatting and submission help
• e-Learning Assistance: Help with UF’s online academic environment, including Canvas, Turnitin, Respondus, iClicker, and Qualtrics
• Account Services: The primary reason Gators contact the UFIT Help Desk! Consultants can fix GatorLink account lockout issues 24/7

Tools and Services in ONE.UF

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There is are abundance of tasks that faculty, students, and staff can complete in ONE.UF.

Faculty and staff can approve time, check campus news feeds, review account balances and any bills or fees due, oversee research project information, and find volunteer opportunities that match their interest and time availability. Instructional faculty can also check their course teaching schedule and enter final grades.

Students can review the current list of available courses, register for courses, view their grades, and order a transcript. Students can also complete the Information Security Office phishing training module, search volunteer opportunities, and check their bursar’s balance.

All faculty, students, and staff can also schedule Covid-19 vaccinations through the ONE.UF portal and find the latest Covid-19 information for campus as well.

Anyone needing assistance using ONE.UF may contact the UFIT Help Desk: Visit 132 Hub, email helpdesk@ufl.edu, or call 352-392-HELP/4357.

Quick Tutorials for UF Email, Wi-Fi

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UFIT’s YouTube channel is robust with information and how-to tips on a variety of topics. Since two of the most popular reasons for contacting the UF Computing Help Desk are UF email (GatorMail) and Wi-Fi (eduroam), we’ve curated some of the videos and online documentation available on these topics. So, while you are preparing to teach a class, taking a study break, or waiting for an RTS bus, watch a video or review a how-to doc. And remember, if you ever need assistance with GatorMail or connecting to UF’s eduroam network, just call, visit, or email the IT Help Desk. The Help Desk is available seven days a week!

Getting UF Email (GatorMail) on Your Phone:
https://www.mail.ufl.edu/managing-email/connecting-to-email/

Eduroam — UF’s Campus Wireless Network:
https://youtu.be/94qJtDkxZ1I

Adding a Device to Your Multi-Factor Authentication Profile:
https://youtu.be/1S1y4FzWUZo

Why You Shouldn’t Use GatorMail for External-to-UF (3rd Party) Accounts:
https://youtu.be/iOpwDHpIwGI

Using UF’s GatorMail Phish Alert Button:
https://youtu.be/m5kBbS4_tH8

Setting Up Wi-Fi on your iPhone:
https://youtu.be/kiAlsvQrVFo