A Message from the CTO

W. GREG PRICE

We hope you enjoy the new IT Update. IT is pleased to start the monthly publication again.

I hope the highlights will assist you in your review of IT services and projects and provide insight into the operations of the TROY’s IT services team.

The TROY IT team is committed to providing a resilient computing environment. As you review the IT Update, take note of the new efforts. A number of new tools are scheduled for launch in the coming months, including CRM Advise. CRM Advise will provide an incredible opportunity to enhance student progress. Training for the new products will be announced in the coming months. Don’t miss your opportunity with CRM Advise and other new tools!

Technology changes constantly. TROY IT works diligently to minimize the impact of seemingly constant change. However, in order to stay current with software tools and resources, training is essential. Visit the IT website and review the training calendar.

If you’re not using the updated TROY mobile app, you’re missing out. The app presents a unified collection of TROY resources, news, support mechanisms and springboards to useful tools. Install the app today – visit: https://it.troy.edu/mobile.

Security is a major effort for TROY University. In this month’s IT Update, we reveal some intriguing security statistics. Continue to practice safe computing habits. In the coming months, two-factor authentication will be enabled for all students. TROY IT will launch an awareness campaign, providing timelines and resources for the effort. We appreciate the several hundred students who have enabled two-factor and provided feedback.

Do you need a support ticket? Well, for many support inquiries, a support ticket is a proven method for quick support. However, for many support efforts, the online helpdesk provides immediate support responses, and, the IT Helpdesk provides quick service for routine support inquiries – many of which require no support ticket.

TROY IT is here to support you - please don’t hesitate to contact IT for assistance.

Thanks.

-Greg

New Helpdesk Hours

Need assistance and want to talk to a person? Did you know the helpdesk can assist you with various tier I support, such as password resets? If you need assistance please contact 334-670-HELP. If operators are unable to assist with your issues, they will be happy to submit a ticket on your behalf.

The helpdesk hours have recently changed. Hours are now Monday through Friday (Central Time) 7:00AM-9:00PM; Saturday 10:00AM-3:00PM; Sunday 1:00PM-6:00PM.

If you receive an update on a helpdesk ticket and you don’t have time to log into the helpdesk to update your ticket, remember you can always reply to the email notification you receive and your ticket will be updated with your response and everyone included in the notification you received will be notified of your response.

TeamDynamix (Helpdesk) Search Feature

Easily find the services that you need using the helpdesk search feature. The helpdesk’s search feature will allow you to perform a “Google” like search of the helpdesk to find exactly what you need. If you need to submit a helpdesk ticket and you are not sure where to locate the service, enter a few keywords describing what you need and select Service Catalog. This will return a list of the services specific to search and will allow you to submit tickets from this page. If you are looking for an answer to a question or instructions, select Knowledge Base and hopefully avoid a ticket.

Training

Training is provided to all TROY faculty and staff through the IT Department. Courses are held both in-class and online via Webex and KnowledgeCity. The courses cover commonly used software, systems, and professional development. Department and college specific training is available along with customized online-training curriculum through KnowledgeCity. The IT Summit, held annually, is an important part of this effort. In 2019, nearly 700 users attended training offered by IT.

Changing the Requester when Submitting Tickets

If you regularly submit tickets on behalf of others in your department, don’t forget that you can change the requestor on the ticket so IT will be able to communicate directly with the individual needing assistance. You will still be able to see the ticket and update the ticket if needed.

Helpdesk Workflows

Do you work helpdesk tickets and need a way for multiple people to work on different components of a ticket at the same time? Workflows may be your answer. IT can help you create workflows that will allow tasks to automatically be created for your tickets. These tasks can be created all at the same time or in a specific sequence. Tasks can be assigned to anyone that has access to work helpdesk tickets. For more information and to determine if Workflows are for you, submit a helpdesk ticket.

Helpdesk Volume Indicator

IT will be rolling out a Ticket Volume Indicator that measures ticket volume broken down by division. If the indicator is green, the volume of tickets for the division is at average status, and will have the standard response time. If it is yellow, the volume of tickets for the division is reaching a point where response time may be briefly delayed. If the indicator is red, the volume of tickets for this division is high, and response time may take longer than usual. This volume indicator will be located on the client portal homepage of the helpdesk.

SPSS

Technical Services obtained a new version of SPSS, which is version 25. The SPSS 25 was tested, verified and is ready for installation for our end-user community. Some of the new features in SPSS version 25 are extending the value of the big data, geospatial analytics, and embedding analytics into the enterprise. SPSS can now be found in Software Center and installed by the end user.

WebEx - New Features

WebEx is a service primarily used for video conferencing and presentations. In addition, university staff and faculty have also used the service for hosting Webinars for internal and external audiences. See new features below.

The "Look Who's Talking" indicator is Always Enabled. Users can look at the Participants panel to see which user is talking during a meeting.

Connect to meetings from your car.
Users with select Toyota vehicles can now experience WebEx Meetings on their car dashboard without having to take out their phones.

Enhanced participant list experience on mobile.
Easily see who's in the meeting with the new participant list search and the ability to view grouped participants joining from the same video device.

SCCM

System Center Configuration Manager or SCCM for short is the tool IT uses to make packages and task sequences to deploy to end users. The primary benefit is time saved for Colleges and Departments. IT can now use SCCM to complete mass software deployments. In the event a piece of software needs to be added to an entire lab or even multiple labs; Software Center allows TROY IT to make one package that is then remotely installed to a collection of the devices needing the software.

Microsoft Local Administrator Password Solution (LAPS)

Microsoft Local Administrator Password Solution, or LAPS for short, empowers Faculty and Staff by generating randomized administrator passwords for their Microsoft Windows PC. Whenever administrative credentials are required, a temporary administrator password can be provided which will expire after a set timeframe. As many of the tactics employed by bad actors via malware or application exploits result in those persons gaining the access level of the currently logged on user, using LAPS to resolve elevated access level requests is a proven method to mitigate attacks to both that end user’s computer as well as others on the network. If you need immediate assistance regarding temporary administrative rights to install software, you may reach out to the IT Operators at 334-670-HELP (4357). For any other request, please submit a helpdesk ticket.

Software Center

Software Center is an application installed on every Troy University Microsoft Windows PC. It allows for the installation of pre-approved software by Faculty and Staff without the need for administrative rights. To launch Software Center first navigate to the start menu, type Software Center and then press enter. The below image will now show. To install any application available simply click on it then select install.

Skype for Business End of Life

Microsoft Teams is replacing Skype for Business Online. Find out more in this Knowledge Base article .

Top 10 Attacks

THREAT TYPE
OpenVAS Vulnerability Scanner Detection
FTP REST
JavaScript Obfuscation Detected
Microsoft Windows user enumeration
Non-RFC Compliant FTP Traffic on Port 21
Adobe PDF File With Embedded Javascript
Non-RFC Compliant ECHO Traffic on Port 7
NetBIOS nbtstat query
Microsoft Windows Service Enum
Suspicious HTTP Evasion Found

COUNT
18,335
17,513
14,410
13,976
8,389
2,664
2,634
2,547
2,204
2,142

TDNext

If you accidently complete a task that is not yours, you can easily set the task back to 0%? Once a task is marked as complete, it disappears from the General ticket view. However, if you click on ‘Tasks/Activities’ at the top of the ticket, you will see a list of all the completed and currently open tasks. Just find the task you need to change and click ‘Update’. This will allow you to change the percentage complete and add any desired comments. If the percentage complete is less than 100%, the task will show up in the General ticket view.

If you need to access an application that isn’t listed on a tab at the top of TDNext, you may have access to it and just not have it open? To check to see if you have access to the needed application, just click on the Applications Menu button (it looks like a waffle or a tic tac toe board) and see if the application you need is listed in one of the tiles on the menu. If it is, just click on it and it will open the application for you in another tab in TDNext. If you don’t have access to the application you need, please submit a helpdesk ticket so we can review your access.

Did you know that you can add services and knowledge base articles to your favorites so you can easily access them? To add a service or knowledge base article to your favorites just click the “Add to Favorites” button on the right side of the service/article. From that point forward, you will be able to quickly access them. To find your favorite services or knowledge base articles, click on either “Services“ or “Knowledge Base” from within the Helpdesk and select “My Favorites”. This will show you all your favorite services or knowledge base articles.

Did you know you can quickly locate your open tickets within the helpdesk. To view your tickets, click on “My Tickets” from the helpdesk homepage. This will show you all of your open tickets. If you need to look for a closed ticket, you can use the search box at the top of the page, to search for keywords and/or by status.

New Helpdesk Hours

TeamDynamix (Helpdesk) Search Feature

Training

Changing the Requester when Submitting Tickets

Helpdesk Workflows

Helpdesk Volume Indicator

SPSS

WebEx - New Features

SCCM

Microsoft Local Administrator Password Solution (LAPS)

Software Center

Skype for Business End of Life

Top 10 Attacks

Microsoft BitLocker Administration and Monitoring (MBAM)

Conference Room Upgrades

Crestron Electronics

Construction Projects

Canvas

Canvas Announces Skill for Amazon Alexa

Admitted Students Checklist

my.troy.edu

Financial Aid Website Enhancements

Salesforce

MSO365 2FA (Two Factor Authentication)

New Backup and Tape Library System

New Server Installs

Document Imaging Data Migration

Colleague UI Update

Safety Notices and System Alerts

Security

TDNext

CRM Advise

AdAstra