Issue 1 - Texas Tech University Health Sciences Center

TechTalk
The official newsletter of the TTUHSC Information Technology Division
Volume II, Issue I
May 2007
In This Issue:
Message From The CIO ................................. 1
The Faces Behind The Voices ......................... 7
Keeping An Eye On Security .......................... 5
Tips - n - Tricks From The Help Desk ............ 9
ConnecTech Update ...................................... 6
Notice Of IT Maintenance Schedule ............ 11
techtalk
Editor: Yung Ng
Editorial Team:
Ana Brister
[email protected]
TJ Greenwood
[email protected]
message
from the
chief
information
officer
Carla Myers
[email protected]
Yung Ng
[email protected]
INFORMATION TECHNOLOGY (IT)
DIVISION CONTACT
INFORMATION
AMARILLO:
1400 S. Coulter Street
Amarillo, TX 79106
(806) 354-5404
[email protected]
EL PASO:
4800 Alberta Avenue
El Paso, TX 79905
(915) 545-6800
[email protected]
www.ttuhsc.edu/elpaso/it
LUBBOCK:
Technology Services and
Information Services
3601 4th Street - STOP 9083
Lubbock, TX 79430
(806) 743-2870 - Reception
(806) 743-2875 - Help Desk
[email protected]
www.ttuhsc.edu/it
Office of the CIO and
HealthNet Education Services
3601 4th Street - STOP 7755
Lubbock, TX 79430
(806) 743-1500 - Reception
(806) 743-1555 - HealthNet
PERMIAN BASIN:
800 West 4th Street
Odessa, TX 79763
(432) 335-5108
[email protected]
www.ttuhsc.edu/odessa/it
TechTalk
In the interconnected world we live in, the computer network has
become the heart of large complex organizations like the Health
Sciences Center. Network connectivity is so integral in everything
we do that an hour of downtime a couple years ago does not even
begin to compare to an hour-long outage today. We all take it for
granted and do not understand how important the network has
become until we have an outage.
The current network was deployed in the late 1990s and it has
reached the end of its useful life. Additionally, the Health Sciences
Center’s demand for bandwidth has grown exponentially during that time. When the current infrastructure was initially implemented, we only had approximately 3,500 users on the network
and 10Mbp of bandwidth was more than enough. Today, the user
base has grown to over 6,000 and, with nearly all business at the
HSC being conducted online, bandwidth availability is even more
important.
In order to better serve our internal customers, the Health Sciences
Center has initiated a project to replace the current network with
a state-of-the-art network. This new network will be more secure
and will increase network performance by providing ten times more
bandwidth to our students, faculty, and staff. Our wireless network will also be upgraded to provide five times more bandwidth
for our mobile needs. Additionally, new elements of the security
infrastructure are being deployed to protect our critical electronic
resources from the ever-present threat from cyber attacks.
Currently, the Health Sciences Center is formally soliciting proposals from the private sector to assist us in installing our new network
and security infrastructure. We anticipate the project will be completed by the end of 2007. The network infrastructure upgrade is
an expensive and complex project, but it is one that is necessary
in order to deliver these significantly enhanced services to our
Institution in a seamless way.
We will keep you informed of our progress and look forward to
working with many of you in the coming months. When the project is completed, we will have the information system highway we
need to meet the very demanding needs of the Health Sciences
Center for the next several years.
Michael T. Phillips
Chief Information Officer
PAGE 1
Network Infrastructure Upgrade II
By Joe Bilbro - Managing Director, Network, Security, & Systems
The TTUHSC network has seen many
changes over the years. As mentioned
in the CIO’s message, more changes
are coming later this year with the
rollout of the Network Infrastructure
Upgrade (NIU) II project. Before discussing these changes and the impact
they will have on the TTUHSC network
in more detail, a little historical background is in order.
In the late 1980s, before the Internet
explosion, a state-of-the-art Ethernet
network was installed at the Lubbock
and regional campuses to provide
access to the Medical Practice billing system using “dumb” terminals.
These terminals accessed the network
at a blazing 19,200 bits/second (19.2
kb/sec or 0.0192 Mb/sec). Soon PCs
were attached to the network backbone via Ethernet hubs. These PCs
were accessing file shares and email
services on the Institutional computers at a whopping 10Mb/sec. Then in
the early 1990s, the TCP/IP protocol
began to show up on the network as
the Internet began to grow in popularity and TTUHSC’s network infrastructure was upgraded with new cabling
to keep up with the emerging technology. As dumb terminals were slowly,
but steadily, replaced with PCs and
more and more customers were using
network services (Internet, file sharing, and email), it became necessary to
consider the issue of network congestion.
In 1997, the IT Division began the NIU
I project. The purpose of this project
was to install a core infrastructure of
cabling, routers, and switches to support the expected network growth for
the next 7-10 years while providing a
cabling backbone that would support
network growth for the next 20 years.
TechTalk
A $5.5 million contract was awarded
to Southwestern Bell Company (SBC)
to replace the old cabling and install a
fiber optic backbone at the Amarillo,
El Paso, Lubbock, and Odessa campuses with interconnecting routers and
switches capable of 155Mb speeds.
The continued increase in the use of
network resources for business, classroom, education, and research purposes, and the addition of video traffic to the network in 2004, once again,
made the need to upgrade the network
infrastructure a high priority. In the
Fall of 2006, the CIO of TTUHSC approached the Texas Tech Board of Regents about the need to upgrade the
network infrastructure. The proposal
was approved, and in
March 2007, the NIU II
Request For Proposal
(RFP) was published,
inviting the submission of proposals to
upgrade the existing
network infrastructure with hardware
With the increase in video traffic (17,000
hours/year) and the high bandwidth
requirements of live video conferencing, there is a real need to be able to
prioritize network traffic. Compared
to live video, non-bandwidth intensive
network usage (e.g., Internet browsing, sending/receiving emails) or noninteractive network usage (e.g., file
transfers) are not time sensitive in the
delivery of the network data. Another
key requirement of the NIU II RFP is
the ability to provide Quality of Service
(QoS) controls between any two network endpoints, a capability which is
not available on the TTUHSC network
today. QoS allows the network to differentiate between different types of
network data and/or give
priority to specific types
of network traffic or specific network sessions
(e.g., video) while continuing to deliver data for
other network applications in a timely manner
that is transparent to the
end user.
No network upgrade
would be complete without upgrades
Steven Cummings putting
together one of the new wire- to the wireless
infrastructure.
less radio transmitters.
The
current
TTUHSC wireless network is based on
the 802.11B standard, which provides
for a maximum of 11Mb/sec transfer
rate. The RFP calls for the upgrade
and software solutions to provide an of all wireless radios to the 802.11G
infrastructure capable of meeting the standard, which supports a maximum
Institutional networking and security of 54Mb/sec transfer rate. While this
needs for the foreseeable future. The would appear to be approaching the
RFP outlines several key technologies speed of a wired 100Mb connection, it
and strategies that will, once again, should be noted that wireless networkprovide TTUHSC with a state-of-the- ing is designed as a “convenience”
art network.
See NIU II on Page 3.
PAGE 2
NIU II
(continued)
network and is not necessarily “ready
for prime time” in the delivery of mission-critical applications.
Wireless
network speeds are reliant on several
factors, including distance from the
radio, signal deflection by walls, and
the number of computers attached to
a given wireless radio. A metal cart
being rolled down the hall or another
wireless computer that gets a little too
close can disrupt and disconnect a
wireless connection. While some day
wireless technologies may emerge that
address these limitations, today’s wireless networks are still only intended for
occasional ad hoc usage. In that vein,
it is important that our wireless usage,
even if it is ad hoc, be protected from
wireless spying. This NIU II project
will enhance not only the speed of our
wireless networks but also the security
of data as it passes over the wireless
network with enhanced encryption and
network access control.
Like the telephone, the data network has become an integral part of
everyone’s day-to-day life. Faculty,
staff, and students rely heavily on the
availability of the network. While the
TTUHSC network is designed with
redundant components, there are opportunities with the upgrade of the network infrastructure to place additional
core devices such that the network
reliability and serviceability will be improved. Network vendors are continuing to add features to their hardware
and software solutions that will one day
allow for 24x7 operations. While this
NIU II project will not achieve this level
of availability yet, it will move TTUHSC
closer to this ultimate goal.
The NIU II contract is scheduled to be
awarded in June 2007 and installation
of the new infrastructure is scheduled
to be completed by December 31,
2007. With the new network hardware and software infrastructure in
place, TTUHSC will be positioned to
take advantage of new and innovative
network-based applications for the
students, faculty, staff, and customers
well into the next decade.
TechTalk
By Gordon Essary - Manager, Data Center
The TTUHSC Data Center has remained relatively unchanged since the early
1980’s. What had started out as an environment for a few large mainframe
computers was now home to over one hundred servers of varying configurations and form factors. As with many Data Centers, form had given way to
function over the years and the structure had become very piecemeal. In
order to provide the Institution with a facility that would support current and
future data needs, the challenge of bringing the Data Center up to a modern
level began.
Electrical Upgrade
By June 2006, the Data Center was running at full electrical capacity. New
systems could not be brought online without additional electrical capacity.
The IT Division is working with Physical Plant to install additional electrical
circuits and splitting up the two Uninterruptible Power Supply (UPS) devices
that are currently in use, as well as, installing a third backup UPS in the coming months. Once the work is complete, the Data Center will, effectively,
double the amount of power available to better support current and future
equipment expansion needs.
Cabling Infrastructure
The existing Data Center configuration has all network and power cables run
under the raised flooring. This mixing of cable restricts the airflow from the
cooling systems, causing interference with the data stream and makes maintenance a real nightmare. Additionally, it exposes the cabling to an increased
risk of damage from water leaks.
Overhead data cable management has been installed throughout the Data
Center and all data cabling is now contained in the overhead cable runways.
The only cabling contained under the raised flooring now are power cables
and a small
amount of data
cabling for the
smoke and water
sensors.
Flooring
The raised flooring
tiles in the Data
Center were originally covered with
carpeting, which
came loose over
the years. This is
a hazard to both
personnel
and
servers due to the
uneven nature of
the carpet itself Gordon Essary standing in front of the new Dell server
racks and, overhead, are the cabling runways.
See Data Center on Page 4.
PAGE 3
Data Center
(continued)
and the carpet fibers and dust that were being drawn into the equipment. Additionally, in times of low humidity the carpet
contributed to static electricity. Vents placed in the raised floor tile were few and far between and of varying effectiveness.
No clear hot or cold zones had been defined.
As part of the Data Center upgrade, the flooring tiles have been replaced with high-pressure laminate (HPL) tile, thus, eliminating the problem of carpet fibers and carpet dust accumulating in and around the equipment. This greatly reduced the
chances of damage due to static electricity. The new perforated tiles are better able to target cooling, creating very distinct
hot and cold zones that correspond to the air intake and exhaust of the racked servers.
New Equipment Rack Enclosures
Existing equipment racks have been a mix of configurations. Power distribution within the racks was a mix of input and
output voltage and amperage. The non-standard configurations gave a very haphazard appearance to the server racks.
New equipment rack enclosures of standard configuration have been installed throughout the Data Center. Power requirements both outside and inside the enclosures have been standardized and are designed to efficiently distribute power
throughout the Data Center. These changes have greatly improved the aesthetics of the Data Center.
Other Upgrades Planned
Within the calendar year, the IT Division will upgrade Data Center security and add a secondary fire suppression and cooling system. Once these final upgrades are in place, TTUHSC will have a Data Center that is greatly enhanced to support
growth and serve Institutional needs well into the future.
By G. Paul Thomas - Associate Director, Telecommunications Services
The Texas Tech University Health Sciences Center (TTUHSC)
Institute for Forensic
Science (IFFS), located in Lubbock, provides services to 108
counties, of which 99
are classified as rural.
This area consists of
the western region of The Institute For Forensic Science
Texas, a geographical
investigation. It is imperative, therearea of 131,323 square miles with a fore, that more cost effective and efpopulation of approximately 2.6 mil- ficient alternative training methods be
lion.
explored to overcome the challenges
Law enforcement agencies throughout
the region, especially those in the rural areas, operate with limited funding,
making lost man-hours and travel significant issues when attempting to access specialized training in sophisticated law enforcement techniques. This
puts them at a disadvantage, making
them less prepared to deal with procedural activities such as crime scene
TechTalk
to rural law enforcement presented by
shrinking budgets and geographical
isolation.
In response to the fiscal and geographical realities described above, part of
the IFFS mission is to provide advanced
training in forensic science to rural law
enforcement agencies throughout the
western region of Texas. Since TTUHSC’s Wide Area Network (WAN) al-
ready connects its
regional campuses
with Texas Department of Criminal
Justice (TDCJ) facilities throughout
this area, it provides the mechanism necessary to
disseminate advanced forensics
training over a wide area with minimal additional infrastructure cost. The
WAN also provides a secure communications environment for IFFS data,
most of which is sensitive and subject
to various privacy laws. Recognizing
the WAN’s coverage area as a major
asset, the IFFS contacted the TTUHSC
Information Technology (IT) Division
three years ago concerning the development of an interactive distance
education system to electronically link
criminal justice and law enforcement
agencies throughout western Texas.
See CSI on Page 5.
PAGE 4
CSI
Back To Basics
By Mike St. Clair - Lead PC/Network Support
Security is everybody’s job. Among
the top concerns for information security is the issue of personal best
practices. The IT Division can assist you in many ways to help prevent
loss of important data and keep the
wrong eyes off the information, but
the greatest threat to security is our
own personal practices.
Remember the film at orientation
about password security, email pitfalls, and keeping the wrong eyes off
your computer display? When was
the last time you gave yourself a personal performance check? Do you
write your password down and leave
it where it can be easily found? Are
you vigilant about your email practices? Is your computer display in
view of other folks that do not need
to see it?
Passwords
It’s a fact that many people have
trouble remembering passwords.
Instead of writing it down, create a
game out of changing the order of
symbols that make up a common
phrase. Then make it even more interesting by rotating the characters
that will be upper case using an irregular pattern that you memorize. For
example, Carpe Diem becomes c@
Rp3d1Em. If you are going to write
something down, do not write the
actual password. Write down a pattern of change instead. That will, at
least, slow the password thief down
a little.
Also, remember to change your
password periodically. TTUHSC IT
Policies state that passwords must
be reset every 90 days. For more information, read Section 1.4.12 of the
IT Policies on Password/Authentication (http://www.ttuhsc.edu/it/policy/
password.aspx.)
Monitors
The way your office is arranged can
also help with wondering eyes toward your display. If you have a
window or an open area around your
desk, arrange your office so that the
monitor faces away from the majority
of onlookers. Alternatively, monitor
privacy shields are another option. If
you must walk away from your computer, remember to lock it by pressing Ctrl + Alt + Delete and selecting
“Lock Computer” or press the Windows key + L. Any of these suggestions will help keep confidential
information from being inadvertently
displayed.
Email
Avoid opening any email that looks
suspicious to you. If it originates from
a stranger or an unexpected source,
do not open it. Most viruses, Trojans,
and worms are spread by email.
The IT Division will continue to improve reliability and confidentiality on
the infrastructure, but real security
is a partnership with all of us doing
what we can to keep the information we use safe and ready for proper
use.
(continued)
The IFFS applied for, and received,
three grants totalling over $1.4 million
from the National Institute of Justice
(NIJ) and the Bureau of Justice Assistance. A portion of the grants provided
funding for this project. The distance
education system it funded resulted in
a distinctive training model, which the
NIJ will monitor for viability in other rural and remote locations. The design
was developed and implemented over
a period of two years, and has been
in operation since November 2006. It
consists of a state-of-the-art telecommunications system, which allows the
IFFS to provide interactive distance
education programs to five end sites.
Four of those sites are located at
TDCJ facilities and one classroom is at
TTUHSC Amarillo. The primary interactive distance education classroom,
located at the IFFS in Lubbock, provides a training facility for 32 students.
Another requirement served by the
forensic network is to provide autopsy services to rural law enforcement
agencies. This is accomplished by
using a unique camera arrangement
and an interactive distance education
system similar to the units described
above. All of these systems, along
with existing interactive end points
can be linked electronically, providing
a seamless network for the western region of Texas. The technology used for
the IFFS is based on Internet Protocol
(IP) and is the first application in the
TechLink network to be completely IPbased. This design provides a stable,
flexible technology platform which can
be developed further as the needs of
the IFFS mature in the future.
Planned uses for this technology include interactive distance education
programs for law enforcement and
health care professionals; autopsy
services for rural law enforcement and
court personnel; and the implementation of a Master’s degree in Forensic
Science scheduled to begin in Fall
2007. This degree will support two
tracks, one focusing on criminal sciSee CSI on Page 6.
TechTalk
PAGE 5
CSI
(continued)
The new forensics facilities at IFFS
ence laboratory studies, and the second focusing on forensic science for
law enforcement.
Another cutting edge project initiated
by the IFFS that is in the early developmental stages includes personnel from
TTUHSC IT, IFFS, and the Texas Tech
University College of Engineering and
Computer Sciences. The team is working on an expansion of the forensics
education project described above to
develop a software and technology
package to provide an immersive 3-D
training environment. The goal is to
obtain another NIJ grant to develop
affordable and conveniently located
training environments using immersive
technology for evidence collection and
cognitive/evidence-based
decision
making. If successful in developing
a model that is effective in rural West
Texas, the model could be adapted for
use by any law enforcement agency regardless of size or location. The initial
conceptual grant proposal was evaluated and approved by NIJ to proceed
to the next level, and a detailed budget
and final grant application was submitted mid-March.
May ConnecTech Update
By Chip Shaw, Ed.D
Assistant Vice President, Information Services
All areas of the ConnecTech Project continue to work diligently towards our “go-live” dates of October through December 2008. Consulting sessions are continuing to occur in the Finance and Human Resources areas of the ConnecTech Project. The Chart of Accounts is currently being tested
in the Finance and Administration area.
In the Student area of the ConnecTech Project, Admissions and Registration personnel at both TTU
and HSC are conducting a mock registration in May. During the mock registration, all validation
tables and data conversions are being verified. Every registration process (in-person registration,
web registration, etc.) is being tested through multiple mock scenarios using cohorts of students
from both institutions. The mock registration is being conducted to evaluate the registration process
in Banner and to determine areas that need to be addressed.
In April, the Luminis Portal Platform portion of the ConnecTech Project was kicked off. The Luminis
Portal Platform will provide a web application to unify the distribution of all Banner applications.
The Luminis Portal will allow a user to log onto one web page and access all Banner products and
other enterprise and local applications at Texas Tech. The Luminis Portal is scheduled to go into
production by January 2008 and existing portal applications from Raiderlink at TTU and WebRaider
at HSC will be available. As the Banner products go into production later in 2008, the Banner Portal
channels will be added.
TechTalk
PAGE 6
The Faces Behind The Voices Of ... Amarillo IT
You’ve spoken to them. Now, it’s time to meet the men and women of the Amarillo IT Department.
Paige Denison, Senior Director
Paige has been involved in the IT arena for 20 years and has been with TTUHSC IT in
Amarillo for 16 years. As a member of the IT Department and, more recently, as the
Senior Director, Paige has been a key player in the overall growth of the department
throughout the years.
Paige spends her time away from the office with her husband Rick and their 13 year old
daughter, Shlay. She is known as the “Cobbler Queen” in chuckwagon cooking competitions and has been featured on the Food Network several times. She also finds time to
attend her daughter’s volleyball and softball games year round.
Corey Sams, Senior Operator
In September 2004, Corey Sams joined the Information Technology department in
Amarillo. He has been in the technology field for 4 years and loves the challenges it
brings. Corey can usually be found working away on the third floor of the School of
Pharmacy.
When Corey isn’t working on computers, he is the Pastor of Cliffside Baptist Church in
Amarillo. He is married to Lisa and they have a 10 month old daughter, Karegan. In his
little bit of free time, he enjoys playing with his dogs, Decker, Berkley, and Bandit. He
also enjoys playing a game of golf.
Dexter Harper, Lead PC/Network Support
Dexter has been a part of the Information Technology team in Amarillo since February
1998 but he has been active in the technology field for the last 25 years. Dexter is located at the School of Pharmacy building and takes on daily challenges with a positive
attitude and a willingness to help his customers.
Dexter spends a lot of time at the office, but when away, he is active in many areas. He
is the 3rd Vice-President for the Amarillo NAACP and on the Board of Directors for the
AWARE HIV/drug community project. Dexter also spends quality time with his family
including wife, Tricia, 3 daughters, and 1 granddaughter.
Doug Mosser, PC/Network Support
Doug has worked for TTUHSC at the Amarillo campus in Information Technology since
May 2004. He has enjoyed working with computers since 1990. Doug is a favorite contact
for many customers because of his willingness to help and his positive attitude.
Doug has been married for 20 years to his wonderful wife, Tami. They have 2 sons that
keep them very busy, Nick, 14, and Jay, 7. Most of his free time is spent with his family at
church functions, baseball games, or with friends.
See Amarillo on Page 8.
TechTalk
PAGE 7
Amarillo
(continued)
Jason Garcia, PC/Network Support Specialist
Jason Garcia joined the Amarillo HSC Information Technology Department in June
2004 after working at Northwest Texas Healthcare Systems. He has been in the
technology field for 6 years and is currently a PC/Network Support Specialist at the
HSC Amarillo location.
When not working, Jason spends quality time with Jameson, his 2 year old son.
He enjoys water skiing, fishing, and watching the Dallas Cowboys and the Texas
Longhorns play football. Baseball is his favorite past time and he also enjoys playing Texas Hold ‘em with his friends and family.
J.R. Duke, Senior Operator
J.R. Duke is a Senior Operator in the Information Technology Department
at the TTUHSC Amarillo campus. He plays a key role in the daily customer
support efforts of the department. His contact with the customers is vital in
keeping a positive working relationship with the end user. J.R. has worked
in the IT field for 4 years and has been with the Amarillo IT Department since
July 2005.
When he is away from his job at TTUHSC, he spends most of his time with
his family. He also attends West Texas A&M University pursuing a Bachelor
of Business Administration degree specializing in CIS.
Robert Martin, Lead Operator
Robert Martin has been employed with TTUHSC Information Technology, Amarillo for 4 years. He is stationed at the TTUHSC Center for Family Medicine clinic
located at Baptist St. Anthony’s Hospital.
Robert is married to Rachel and they have an 11 month old daughter, Emma.
Spending time with them is top priority, but he also loves to game and ride 3wheelers when he gets a chance.
Suzy Thompson, Section Coordinator
Suzy joined the Amarillo IT team in May 2000. She has been in the customer service
field for 12 years and in the IT field for 7 years. Suzy is the go-to person for IT equipment needs and she is always willing to work through the daily challenges within the
office.
Away from the office, Suzy enjoys quality time with her husband of 13 years, Darrin.
She also stays busy with her 8 year old son, Colt. Her hobbies include scrapbooking,
attending her son’s games, and spending time with friends.
TechTalk
PAGE 8
tips -n- tricks from
the help desk
Updating User Information In eRaider Account Management System (eRAMS)
By Jeremy Freeman, Lead PC/Network Support - IT Help Desk Lubbock
In February 2007, Texas Tech updated the eRaider Account Management System (eRAMS) in order
to implement the full automation of email address creation at TTUHSC. With this implementation,
all information within the Global Address List (GAL) will be maintained from data gathered from
TecHRIS. To ensure that correct information is displayed in the GAL, all faculty and staff may need to
go to the HR Bio Update site and update their information. The instructions below will walk the users
through creating their email account using eRAMS as well as updating their biographical information
using the HR Bio Update tool.
Email Activation Through eRAMS
Users with an existing eRaider account would go to
https://eraider.ttuhsc.edu and sign in with their eRaider
credentials to activate their TTUHSC email account.
Users activating their TTUHSC eRaider for the first time
can set up their email during the activation process.
Users will only see the buttons applicable to their obtainable services. (See Figure 1.)
If a user has an obtainable email service but has not
activated that service, he/she will be prompted to do so
Figure 1
when he/she goes to the Directory Information service
page. All email accounts require the user to have an appropriate Institutional domain account. If the
domain account does not exist, the user will be prompted to create it first.
(See Figures 2 and 3.)
Figure 2
Figure 3
See Help Desk on Page 10.
TechTalk
PAGE 9
Help Desk (continued)
Directory Information
Once the email service is activated, the user will be
able to review information displayed in the directory.
(See Figure 4.)
This information is displayed in the Global Address
List (GAL). If the information is incorrect, faculty and
staff need to go to the HR Bio Update site and update their information.
• Log into the Biographical Data Form
(https://webapps.tosm.ttu.edu/HRBioform/logon.
aspx) using your eRaider credentials. Please max- Figure 4
imize your browser window to ensure that you do
not miss any data, instructions, or buttons. (See
Figure 5.)
• At the top of the page are 9 tabs. The “Work Address” and “Personal” tabs allow you to update
your information that is reflected in the GAL.
• To update your work phone number and extension, click on the tab “Work Address.” (See
Figure 6.)
• To update your personal information, click on the
“Personal” tab. Here you will be able to update
your preferred first name, gender, birth date,
marital status, ethnicity, primary language, education level, disability information, and ADA special
accommodations. (See Figure 7.)
Figure 5
The Global Address List and eRAMS will now use your official TTUHSC title listed in TecHRIS. After
all changes are made, click on the “Submit” button located on the sidebar. Your changes have been
submitted. Please allow 24 hours for official posting.
Figure 6
Figure 7
See Help Desk on Page 11.
TechTalk
PAGE 10
Help Desk (continued)
Changing An Existing Email Address
•
Login to https://eraider.ttuhsc.edu.
•
Click on “Manage your eRaider Account”.
•
Click on “HSC Email” (See Figure 8.)
•
Click on the “Change” link.
•
Make sure you understand the information on the next page. (See Figure 9.)
•
Enter your preferred email address. (Note: Last name cannot be edited) (See Figure 10.)
•
Click on the “Change Address” button to save the change.
•
You can now close this window by clicking the “X Close” button and logout of eRaider.
Figure 8
Figure 9
New Schedule For IT Networking And
Security Maintenance
In an effort to improve the scheduling of change requests, the IT Division has created a new maintenance schedule for Networking and Security. (Note:
this does not affect the regularly scheduled monthly
Systems Maintenance weekend.)
Figure 10
TechTalk
Minor changes that can be done within two hours
will normally be completed on Monday morning
from 5:00 am to 7:00 am, as needed. Major changes will be planned on the fourth Saturday of each
month from 4:00 am to 8:00 am.
PAGE 11
IT Help Desk: All STARS
By Ana Brister, Senior PC/Network Support
The Support, Tracking, and Reporting System
(STARS) is an easy-to-use tool that efficiently
communicates the customers’ needs to the IT
Help Desk. This tool also provides the customer
convenient access to check the status of a work
order.
• To begin using STARS and submit a work order, go to http://www.ttuhsc.edu/IT/STARS/
and sign in using your eRaider credentials.
(See Figure 1.)
• To submit a new work order, choose the “Request Assistance” option or to submit a web
project request, select “Web Project Request”. (See Figure 2.)
Figure 1
• When you enter the “Request Assistance”
form, the system will autofill the fields with your
contact information based on your eRaider ID.
The customer can confirm that the information
is correct and make any appropriate changes.
• Next, select a campus. (Note: The Amarillo
campus has an additional field available, “Purchasing Account”, to be used when requesting
a purchase order. This feature is only available
to the Amarillo campus and does not appear
for any other locations.)
Figure 2
• If assistance is being requested for someone
else, check the corresponding box. This will
bring up additional customer information fields.
There is a search option available if you have
the customers first and last name but need help
finding the rest of the contact information.
• Describe the problem in the “Details” section. It is important to be as specific as possible about the issue being experienced and
the steps initially taken to address the problem. Select “Submit Request” to submit your
request. (See Figure 3.)
See STARS on Page 13.
TechTalk
Figure 3
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STARS (continued)
•
To change from one option to another (e.g., from “Request Assistance” to “My Requests”) click on
STARS in the upper left hand corner of the page and this will reveal links to the available forms or
select Main Menu in the upper right hand corner. (See Figure 4.)
Figure 4
•
To check the status of an existing work order or to view a log of every work order you have submitted, select the “My Requests” option. To view closed work orders click on the “Closed Work
Orders” tab. Relevant updates may be emailed to the customer as the log is updated.
(See Figure 5.)
Figure 5
•
When the issue has been resolved and the work order has been closed, the customer may receive
a Customer Feedback survey to evaluate their experience with the service received from Information Technology on a particular issue. (See Figure 6.)
Figure 6
At present, these surveys are randomly generated so you may or may not receive one. In the future,
an option named “Complete A Survey About Our Services” will be available on the Main Menu. This
will allow customers to submit a survey regarding any work order they have submitted.
TechTalk
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