6-9-2015 RT update
I would like to share a few updates to the RT community.
First I would like to encourage you to look at this DoIT success story. Financial Aid leveraged the RT front-end form for their Walk-In requests to manage New Student Day.
The department of Mathematics and Statistics, led by Dr. Nagaraj Neerchal and Maggie Kennedy, have joined the RT community in full fashion by managing external (parents, prospective students, etc.) and internal needs (Faculty, Students, Staff) requests.
The department of Physics, led by Paul Ciotta and Erik Crowe, are now using RT for their internal IT support as well as managing key request.
The College of Natural and Mathematical Sciences (CNMS) and the Academic Affairs Other Units (AAOU) will begin leveraging RT for some of their Shared Services activities.
There are several other groups expanding their use of RT to refine their business processing and operations.
Just the facts:
--------------------------------------------
Feb 2009 UMBC introduces RT
572,581 Tickets
236 Queues
675 Support staff,
251,940 Non-support access
---------------------------------------------
Lastly, I will be asking RT coordinators from each area to participate in testing an upgraded version of RT. If testing goes well I anticipate the new version will be in place by August. The current version 4.0.21 will be upgraded to 4.2.11 which has been out for a while and considered very stable. Like other systems it is important to stay current with a vendors product to get the benefits of new options as well as support.
Please contact me if you have any questions or suggestions.
Thank you
Joe Kirby
]]>
I would like to share a few updates to the RT community. First I would like to encourage you to look at this DoIT success story. Financial Aid leveraged the RT front-end form for their Walk-In...
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Tue, 09 Jun 2015 10:40:14 -0400
DoIT Student Intern Published in Educause Review
Please join me in congratulating Laura Lefavor on her recent article published in Educause Review Online called Beyond the IT Help Desk.
EDUCAUSE® is a nonprofit association and the foremost community of IT leaders and professionals committed to advancing higher education.
The article explains how UMBC was able to use the RT (Request Tracker) Help System, REX (Report EXchange) Data Warehouse, and FAQ's (Frequently Asked Questions) Knowledge Base systems to achieve a comprehensive help desk solution for the entire university.
Laura joined the Business Systems Group (BSG) of Division of Information Technology (DoIT) in the summer of 2012 and has been invaluable getting the word out about some of the success stories involving DoIT and our campus partners.
Her ability to grasp the concepts of the various technologies used throughout DoIT and pull them together in a cohesive manner has been remarkable.
Laura is a recent UMBC graduate (Class of 2013), a member of the English Honors Society (Sigma Tau Delta), and a recipient of the Learning Resource Center's Outstanding Tutor Award.
I am also excited for Laura as she begins her new position as the Arts and Entertainment Coordinator at The Baltimore Sun starting August 19, 2013.
]]>
Please join me in congratulating Laura Lefavor on her recent article published in Educause Review Online called Beyond the IT Help Desk. EDUCAUSE® is a nonprofit association and the foremost...
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Thu, 13 Apr 2017 00:07:50 -0400
DoIT News Moving to myUMBC Groups
As of today, the DoIT News will be published through the DoIT Group on myUMBC, which in turn feeds the new DoIT site at doit.umbc.edu. As such, we will no longer be maintaining this Movable Type blog. However, it will remain for archive purposes.
FYI to DoIT Group members:
How do I post a new blog in myUMBC groups?
If you have questions, please contact the Technology Support Center (TSC) located on the first floor of the library next to the RLC or call 410.455.3838.
]]>
As of today, the DoIT News will be published through the DoIT Group on myUMBC, which in turn feeds the new DoIT site at doit.umbc.edu. As such, we will no longer be maintaining this Movable Type...
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Tue, 03 Jul 2012 10:19:50 -0400
RT System Upgrade June 13
The UMBC Request Tracker system upgrade from version 3.8.7 to version 4.0.5 will occur on Wednesday, June 13, 2012. This will necessitate a system downtime from 5:30am until 7:30am to perform the necessary steps to achieve the upgrade. A splash page indicating the downtime will be created and in effect from 5:30am-7:30am for those who missed the message or forgot about the upgrade.
]]>
The UMBC Request Tracker system upgrade from version 3.8.7 to version 4.0.5 will occur on Wednesday, June 13, 2012. This will necessitate a system downtime from 5:30am until 7:30am to perform the...
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Mon, 04 Jun 2012 11:28:41 -0400
Resolved: Slow RT (Request Tracker) Performance
UPDATE
DoIT staff have identified an issue with the system storage which has been fixed. Please contact DoIT if you are still experiencing the slowness identified earlier today.
DoIT has received several reports of sluggish performance of the RT (Request Tracker) ticketing system. Initial attempts to adjust the system memory resources have not been successful, so DoIT staff members are exploring possible hardware issues.
The Technology Support Center (TSC) can still be reached at 410.455.3838, but RT's current issues will affect the TSC staff's ability to update existing tickets. Meanwhile, several IT-related frequently asked questions (FAQs) are available from the myUMBC help menu or directly at www.umbc.edu/faq.
DoIT will update the campus when we know more.
]]>
UPDATE DoIT staff have identified an issue with the system storage which has been fixed. Please contact DoIT if you are still experiencing the slowness identified earlier today. DoIT has...
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Tue, 17 Jan 2012 10:43:00 -0500
Tue, 17 Jan 2012 10:43:00 -0500
Phishing Attacks: How to Spot Fake Emails
Phishing emails often pretend to be from your bank, credit card company, eBay or PayPal. However, you also get legitimate messages from these companies, so how do you tell the real ones from the fakes? Real emails often contain your name and may start “Dear John Smith”, but phishers don’t know you, so fakes have something general like “Dear customer”. If an email isn’t addressed specifically to you, you should suspect it is a fake.
Many phishing emails talk about technical problems that require you to click a link and enter your account details. Banks, eBay, PayPal, and so on, never lose your details and they don’t need to ask you for them. The links in phishing emails point to fake websites with wrong addresses, so check the status bar when the mouse hovers over a link or the URL in Internet Explorer’s address bar if you do actually find yourself on a phishing site. It is best not to click links in emails because fake addresses can be disguised.
Phishers’ response to advice not to click links in emails is to provide a bogus telephone number and ask people to ring the bank instead. An automated response asks you for your account details, which they then use to relieve you of your cash. Another common attribute of phishing scams is poor English – if an email is badly
written it is probably a fake.
The best way to avoid being caught out by phishing scams is never to click links in emails relating to sites that might hold sensitive information about you, such as credit card details. If you get a message supposedly from your bank, eBay or PayPal about a problem, just start Internet Explorer and type the usual address into your web browser. Log on and you will soon see if there really is a problem or not.
If you are in doubt about an email’s legitimacy or think you have inadvertently given away your personal details, contact your bank or the company immediately via contacts on their official websites.
]]>
Phishing emails often pretend to be from your bank, credit card company, eBay or PayPal. However, you also get legitimate messages from these companies, so how do you tell the real ones from the...
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