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Service Catalog

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a

Accounts and Passwords

Network accounts and passwords control access to online resources, services and email at SPSU. The Human Resources Department generates employee accounts during the hiring process. Student accounts are generated by the Admissions Department.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff, Students
  • Benefits: Allows for access to email, network resources, VPN, and online storage.
  • Requirements: An account must be created by the Human Resources Department or by the Admissions Department.
  • Getting Started:
    Accounts can be managed at http://accounts.spsu.edu
Aliases

On the "Accounts" site, faculty and staff can create "alias" email accounts. An email alias appears the same as an email address, but actually represents an alternative name for the original mailbox name.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff
  • Benefits: Using an email alias pertaining to any given email address allows one to set as many aliases as are actually needed. An email alias can give a user the ability to create various alternative names for his or her original mailbox account name.
  • Requirements: Users must have faculty or staff SPSU network account. Aliases are always created on a “first come first serve” basis.
  • Getting Started:
    Aliases can be managed at http://accounts.spsu.edu/. Click on option 2.
Answers (FAQ)

UITS’s FAQ includes a list of common questions and answers. The Answers section of the Help Desk is a good place to initially search for technical support solutions.

  • Managing Group: Technical Support
  • Available To: Faculty, Staff, Students
  • Benefits: FAQs are a first step to take in resolving common technology issues that can occur.
  • Requirements: Users must have an SPSU network account to log in to the FAQ.
  • Getting Started:
    Log in to search Answers at UITS Help Desk at http://helpdesk.spsu.edu/ or 678-915-HELP (4357).
Automated Call Distribution (Workgroups)

SPSU’s ShoreTel IP phone system allows one to create workgroups to help manage large volumes of calls. Workgroups can be created for call centers and groups of users who need to have defined ringing order.

  • Managing Group: Technical Support
  • Available To: Staff
  • Benefits: Workgroups help teams handle and direct large volumes of calls.
  • Requirements: The requesting department is responsible for the purchase of workgroup licenses.
  • Getting Started:
    Place a work order with the Help Desk to get assistance with Automated Call Distribution at UITS Help Desk at http://helpdesk.spsu.edu/ or
    678-915-HELP (4357).

Backup and Recovery

UITS provides data backup and recovery services for Zimbra email, Titan and Io file shares. Currently, UITS does not have a desktop or laptop data backup program.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff, Students
  • Benefits: Having a copy of your data in multiple locations ensures that your information stays safe and intact if software or hardware becomes damaged in one location.
  • Requirements: Zimbra email, Titan and Io system data are all regularly captured via UITS back-up services. No action from the end-user is needed.
  • Getting Started:
    To request that a lost, corrupt, or deleted file be recovered, contact the UITS Help Desk at http://helpdesk.spsu.edu/ or 678-915-HELP (4357).


C

Calendaring

Calendaring is available through the Zimbra collaboration suite. Third party calendar clients are not supported by UITS. Calendars can be digitally shared between University employees and students.

  • Managing Group: Technical Support
  • Available To: Faculty, Staff, Students
  • Benefits: Allows for users to collaborate meeting times and share event information.
  • Requirements: The calendar is accessible from the Zimbra collaboration suite. For full functionality, a Web browser that supports AJAX is required.
  • Getting Started:
    Access your calendar by logging into http://zimbra.spsu.edu.
Classroom Support

The Classroom Technology Support team manages and troubleshoots all campus physical and virtual classroom technologies. Projectors, Smart Boards, cabling, classroom computers and software represent examples of technologies managed by this team. Requests to have any classroom technology reconfigured in any way should be completed by the Classroom Technology Support team.

  • Managing Group: Technical Support
  • Available To: Faculty, Staff
  • Benefits: Rapid support from a dedicated classroom support specialist.
  • Requirements: Notify the UITS Help Desk when having difficulty with any classroom technology.
  • Getting Started:
    Place a work order for help with any classroom at UITS Help Desk at http://helpdesk.spsu.edu/or 678-915-HELP (4357).


D

Directory (Campus Online Directory)

The SPSU Campus Online Directory is a web application that allows one to search the SPSU directory of faculty, staff, students and sponsored affiliates at the University. Searches can be made by first name, last name and by department (staff and faculty only).

  • Managing Group: Information Technology
  • Available To: Everyone
  • Benefits: Easily view directory listings of faculty, staff and students at SPSU. Find employee contact numbers, email and office locations.
  • Requirements: Internet Browser
  • Getting Started:
    Visit the Campus Online Directory at http://directory.spsu.edu/.
Directory Services

SPSU uses a variety of Lightweight Directory Access Protocol (LDAP) software to enable searching and browsing of directory information in central information systems. Apple’s Open Directory and Microsoft’s Active Directory are both utilized to help enforce security policies, manage users, computers and user groups.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff
  • Benefits: Integrates campus groups and individuals into various software systems.


E

Email (Zimbra)

UITS offers a web-based email service that can be accessed without the need for separate email client software. SPSU uses the Zimbra Collaboration suite, published by VM Ware for email, calendaring, notes and contact management. Email support can be obtained by contacting the UITS Help Desk at http://helpdesk.spsu.edu/ or 678-915-HELP (4357).

  • Managing Group: Information Technology
  • Available To: Faculty, Staff, Students
  • Benefits: Allows for quick and reliable communication between members of the campus community and beyond.
  • Requirements: Internet Browser, SPSU email account
  • Getting Started:
    Email is accessed at http://zimbra.spsu.edu.
    Password resets can be performed online at http://accounts.spsu.edu. Students that need assistance with account setup or password resets can view the Account Guide
    WebMail is the only supported method of email access. Information is available for some other mail clients.  However, they are not supported.


F

File Exchange

The UITS File Exchange is available via a web site designed to help users share files. Files can be uploaded from any location. Files uploaded via the File Exchange from an on-campus location will be available for download from any location. Files uploaded via the File Exchange from an off-campus location will be only available for download while on-campus or when connected to the VPN.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff, Students
  • Benefits: Users can 'password protect' uploaded files as well as set expiration dates for download of files.
  • Requirements: Internet Browser
  • Getting Started:
    Visit http://file.spsu.edu.
File Storage

UITS offers individual network storage allocations for members of the campus community. Personalized online file shares can be created for faculty, staff and students with SPSU network IDs. Data stored on the Titan (Faculty & Staff) and Io (Students) network shares are backed-up regularly to ensure safety of the data.

Some SPSU departments have need for group-accessible file storage. As resources are available, departmental file shares can be created such that entire departments or divisions can securely access files from a common drive.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff, Students
  • Benefits: Faculty and staff are allocated 500MB, and students are allocated 200MB.
  • Requirements: An operating system capable of connecting to SMB Windows shares.
  • Getting Started:
    Directory policies will automatically mount the appropriate network share when logging in to campus computers. For difficulties or issues with connecting to a network share, please contact the UITS Help Desk at http://helpdesk.spsu.edu/ or at 678-915-HELP (4357).


G

Groupware (Collaborate)

Collaborate refers to SPSU’s web presence designed for group communication and collaboration. Students, staff and faculty can participate in online discussions, vote in polls and post documents to "spaces" created for specific topics. Group sites can be created for group communication and collaboration.

  • Managing Group: Technical Support
  • Available To: Students, staff, and faculty
  • Benefits: Increase group communication and productivity. Share ideas, documents, and make announcements.
  • Requirements: Collaborate users will need a computer with access to a modern Internet browser. With any issues related to Collaborate, contact the UITS Help Desk at http://helpdesk.spsu.edu/ or 678-915-HELP (4357).
  • Getting Started:
    Login to Collaborate at http://collaborate.spsu.edu. Contact the UITS Help Desk for help with access issues.


H

Help Desk

Dial-in
The UITS dial-in Help Desk is the University's central support service for IT, especially in the areas of system issues, network connectivity, email, phones, access requests, office printers and the use of supported desktop applications. The Help Desk team places a high priority on making sure that University stakeholder technology questions are answered and quickly resolved. Many IT related questions can be answered over the phone or by using remote support software.

Walk-up
The UITS walk-up Help Desk is located in the center of campus in Building H. A team of trained student assistants staff the walk-up Help Desk Monday-Friday from 8:00 am- 8:00 pm. The walk-up Help Desk is primarily purposed for student-to-student help. SPSU students can seek assistance with their personal computers, virus removal, simple hardware diagnosis, network account issues, student Vista / D2L issues, password resets and wireless setups.

Virtual
UITS uses a web-based ticketing system to manage the large volume of support requests received each day. University stakeholders can visit the Help Desk online to submit work orders for technical support. If a work order requires an office or classroom visit, the stakeholder will be notified via an email ticket that help is on the way. Many support requests can be answered via the ticketing system, without the need for an on-site visit from a UITS technician.

  • Managing Group: Technical Support
  • Available To: Faculty, Staff, Students
  • Benefits: Quick, friendly service to those seeking IT assistance over the phone or in-person (if needed).
Help Desk (Hosting)

The UITS web-based Help Desk can be used by other campus departments. Facilities, OFSD, and Marketing all use the Help Desk system to manage support tickets. Custom ticket types and technician permissions can be created for other offices.

  • Managing Group: Technical Support
  • Available To: Faculty, Staff
  • Benefits: Using a web-based Help Desk can help bring organization to assistance requests. Sharing a Help Desk environment fosters collaboration between departments to provide University stakeholders with rapid and complete assistance.
  • Requirements: A computer with a browser and Internet connection.
  • Getting Started:
    Contact the UITS Help Desk at http://helpdesk.spsu.edu/ or
    678-915-HELP (4357) to request more information. A meeting should be requested to discuss the details.


I

Instant Messaging (Jabber)

UITS provides an Instant Messaging service to faculty and staff to facilitate instant communication between campus employees.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff
  • Benefits: Faculty and staff can message quickly with co-workers.
  • Requirements: A Jabber client is needed to access chat.
  • Getting Started:
    Jabber clients can be configured to connect to server: spsu.edu, port 5222. Your SPSU email address and password serve as login credentials.


M

Mailing Lists

UITS provides email distribution services that allow one to create a mailing list addressed as listname@lists.spsu.edu. List owners can manage lists via a web-based tool that allows one to view customized lists, and add and remove members. List requests can be submitted to the UITS Help Desk. Moderators can be appointed to mailing lists so messages require approval before being sent. Lists can be set such that replies are sent to the original sender, or to the entire list of recipients.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff
  • Benefits: Communicate to large, select populations using one email address.
  • Requirements: Mailing lists must be approved prior to creation.
  • Getting Started:
    Have a department head contact the Help Desk for more information on starting a mailing list.
    To manage owned lists visit: https://lists.spsu.edu
    To view public lists: https://accounts.spsu.edu/wrappers/MailingLists.pl
Managed Hosting

Managed Virtual Servers are available to SPSU departments as an alternative to hosting and managing dedicated, physical server equipment. Virtualization technology allows multiple virtual servers (also known as virtual machines or VMs) to be hosted as a service.

  • Managing Group: Technical Support
  • Available To: Faculty, Staff
  • Benefits: Managed virtual servers help standardize and centralize the ever-growing server environment. No additional physical hardware is needed for virtualized servers. Server image maintenance and backup is controlled by UITS.
  • Requirements: Stated need for managed hosting services.
  • Getting Started:
    Contact the UITS Help Desk at http://helpdesk.spsu.edu for additional information.


N

Networking (LAN, WAN, Wireless)

The UITS production network consists of local building networks and a backbone network that connects the localized networks together and to networks off-campus. UITS provides network infrastructure to approximately thirty buildings on campus. Moreover, a wireless local area network (WLAN) is constructed as an overlay to the UITS production network and provides coverage and capacity for mobile computing.

  • Managing Group: Information Technology
  • Available To: Faculty, staff, students
  • Benefits: Allows one to be connected to other people and services on campus.
  • Getting Started:
    If you believe a problem with your local network exists, please notify the Help Desk or submit at work order online at http://helpdesk.spsu.edu/ or 678-915-HELP (4357).
Network Services (DNS, DHCP, NTP, etc.)

UITS provides many standard network services for the campus community.

  • Managing Group: Information Technology
  • Available To: Faculty, Staff, Students


R

Remote Desktop Support (Bomgar, LANDesk)

The UITS Help Desk utilizes remote desktop software for over-the-phone support calls. UITS uses a product combination of LAN Desk and Bomgar to enable remote screen sharing. Bomgar works on-campus and off-campus, and allows for remote screen sharing, file sharing, chat, and presentations. LAN Desk is primarily used for laboratory computer support.

  • Managing Group: Technical Support
  • Available To: Faculty, staff, students
  • Benefits: Remote desktop support uses a tool to improve over-the-phone technical support. Technicians and Help Desk operators can more effectively assist University stakeholders when they can see end-user computing environments/screens in real time.
  • Requirements: PC or Mac
  • Getting Started:
    A technician will give you instructions when a LAN Desk or Bomgar support session is initiated.
Reporting

The UITS Web Reports Service is available to authorized University stakeholders who seek to extract data from the Banner system. Other Online Analytical Processing (OLAP) reporting services will be available soon to faculty and staff.

  • Managing Group: Information Systems
  • Available To: Faculty, Staff
  • Benefits: Users can take advantage of various reporting tools to get valuable information.
  • Requirements: Internet Connection and compatible browser. Available on campus, or through the VPN.
  • Getting Started:
    To gain access to reporting services, submit to the Help Desk at http://helpdesk.spsu.edu/ or 678-915-HELP (4357) a signed Protected Data Access Form.
    Visit http://reports.spsu.edu


S

Software Licensing Servers

Some larger deployments of certain types of software require a central license server. As a service to the different departments on campus, UITS hosts software license servers as virtual machines.

  • Managing Group: Tech Support
  • Available To: Faculty, Staff
  • Benefits: Allows for on-site hosting of various types of software license servers. Keeping servers on site reduces cost and increases the level of security that UITS has over these services.
  • Getting Started:
    If a department plans to purchase software that requires a license server, make sure to include that information in an EDP when the software is purchased.
Solutions Architecture

Solutions Architecture is a service provided to assist customers with selecting technology based on functional requirements. The overall goal is to ensure that the best technology is selected to support SPSU’s mission statement.

  • Managing Group: Tech Support
  • Available To: Faculty, Staff
  • Benefits:
    • Discover new Functional Requirements
    • Make a data-driven decision
    • Assist in channeling projects into Project Management
    • Educates task force on software options that were previously unknown
    • Justify cost of selected software
    • Remove Subjectiveness
  • Getting Started:
    If you think your department would benefit from Solutions Architecture, please submit a help desk ticket requesting an appointment. For more information on this service, please view the presentation.
Student Information System (Banner)

The UITS Information Systems group uses the Banner system for student records and classroom scheduling.  Students use the Banner system to check grades, register for classes, pay tuition, and view an academic transcript.  Faculty members and Academic Affairs staff use the Banner system to generate lists of students enrolled in a course, enter grades, make room reservations, and to generate the course bulletin for each semester. 

Several other databases exist and are used for a variety of purposes, but the Banner system is the main student information system (SIS) and campus information repository.

  • Managing Group: Information Systems
  • Available To: Faculty, staff, students
  • Requirements: Students automatically have access to Banner. Faculty and staff must apply for additional access to INB and Web Reports.
  • Getting Started:
    Protected Data Access Forms
    must be submitted and approved to gain access to protected data in any database.
Surveys

UITS is now offering Qualtrics to all authorized University faculty and staff members. Qualtrics, is an Enterprise-Class On-Line Survey system which allows the owner to perform a host of actions, such as; performing course evaluations, administering on-line tests and quizzes, gathering student feedback, aiding in classroom research, and in data analysis.

If you have occasional survey and polling needs, a UITS staff member will be happy to work with you to create and deploy your survey. For those who are consistently creating unique surveys or conducting regular research, UITS can assist you in creating a personal account on the system. Upon your request, a UITS staff member will provide the necessary training needed to utilize Qualtrics and will oversee your survey creation from start to finish.

  • Managing Group: Information Systems
  • Available To: Faculty, staff
  • Requirements: Internet connection and browser. Access is available on and off-campus.
  • Getting Started: For questions or to use Qualtrics, contact Ken Hill (x6827) in UITS.


T

Telephones

UITS has selected ShoreTel as the University’s IP-based phone system. Desktop communication applications, like ShoreTel Communicator, are available for faculty and staff use. A University stakeholder can manage voicemail by using his or her office phone to dial into the ShoreTel system, or by using the Communicator software if they prefer visual voicemail.

  • Managing Group: Information Technology
  • Available To: Faculty, staff
  • Benefits: A robust, flexible phone system that reliably connects users.
  • Getting Started:
    View the ShoreTel Voicemail Guide for more information.


V

Virtual Private Network (HornetConnect VPN)

UITS' VPN service allows any University stakeholder to connect to "Hornet Connect" remotely from any available network connection anywhere in the world: including from home, most hotels, and even within some company networks. The Hornet Connect Web site also allows University stakeholders to access pre-populated quick links to in-network only sites such as library resources and the Banner system. Personal file storage is also accessible via the VPN. With the Juniper Networks' Junos Pulse app, Android and iOS University stakeholders also can access the VPN on mobile devices.

  • Managing Group: Information Technology
  • Available To: Faculty, staff, students
  • Benefits: Access SPSU on-campus network resources from anywhere in the world.
  • Requirements: A valid SPSU Network ID. Access levels vary from group to group.
  • Getting Started:
    Visit http://connect.spsu.edu using a compatible browser.


W

Web Services

The Strategic Marketing Department maintains the University’s public web presence. A dedicated section of the web site exists for faculty pages and is accessible by visiting http://educate.spsu.edu.

  • Managing Group: Strategic Marketing Department
  • Available To: Faculty, staff, students
  • Benefits: Faculty and staff are provided with real estate on the Internet to host public faculty or department information.
  • Getting Started:
    Contact the Strategic Marketing Department for assistance at
    678-915-6000 or submit a Help Desk ticket under the category
    "Website Support" at http://helpdesk.spsu.edu/ or 678-915-HELP (4357).
Wireless Network (Faculty, Staff, Students)

Wireless networking allows SPSU faculty, staff, students, and sponsored visitors to access SPSU production network and cloud resources securely from locations where wiring is not available. A separate guest network is available for official guests of University employees. Wireless service is not currently available in most student residences.

  • Managing Group: Information Technology
  • Available To: Faculty, staff, students, guests
  • Benefits: Mobile computing
  • Requirements: SPSU Network ID and a computing device with wireless capabilities.
  • Getting Started:
    Visit the walk-up Help Desk in Building H Room 240 for assistance with connecting to the wireless network.
    If you are a University guest, please ask your sponsor to contact the Help Desk at http://helpdesk.spsu.edu/ or 678-915-HELP (4357) for current login information.
    If you are experiencing connectivity issues, please visit the UITS walk-up Help Desk in Building H Room 240.
Wireless Network (Guest Wireless)

Guest wireless accounts are generated on a weekly basis. Guest wireless access is provided for short-term visiting faculty, University affiliates, visiting staff or contractors. Sponsors can contact the UITS Help Desk at http://helpdesk.spsu.edu/ or 678-915-HELP (4357) for more information.

  • Managing Group: Information Technology
  • Available To: SPSU Guests & Contractors
  • Benefits: Allows for official guests to access an Internet connection on their wireless device.
  • Requirements: User must be an official guest of the University, or a contractor with a legitimate business purpose. The user must own his or her wireless device and be capable of connecting to an 802.11g wifi network.
  • Getting Started:
    Requests to access the UITS wifi network must come from the visitor’s sponsor.

Help
Building H
Lower Level, East Side

1100 S. Marietta Pkwy.
Marietta, GA 30060

Phone: (678) 915-HELP
(678) 915-4357