May 18, 2013

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February 18, 2013 by

Recently, the Office of Information Technology (IT) migrated to a new call tracking platform named Web Help Desk.   In addition to supporting the needs of IT technical staff with tracking your calls and emails, Web Help Desk allows individuals with a valid UM WebID to submit service requests through a web interface.

In addition to submitting service requests with Web Help Desk, you can also check the status of your request, update the request and search the FAQ Knowledge Base. When a service request is submitted using Web Help Desk, you will receive a confirmation email that includes the request details and ticket number.

Common Tasks

To create a new service request:

  1. Login using your UM email address and password.
  2. Select the Request Type that best fits your issue from the drop down arrow.
  3. Next, in the Request Detail box describe the problem you are reporting. Be as specific about the key details of the problem as possible.
  4. If you have a file to attach, use Add File to upload and then Save.

To view your service request history:

  1. Select the History option from the Menu at the top.
  2. All of your active and closed requests will display.
  3. To view request details select the ticket number.

To edit your service request:

  1. Select the History option from the menu at the top.
  2. All of your active and closed requests will display.
  3. To view request details select the ticket number.
  4. Then, select Add Note, enter your updated information, and Save.
  5. If you need to cancel the request, simply select Cancel Ticket and then Save.

To access frequently asked questions (FAQ):

  1. Select the FAQ option from the menu at the top.
  2. Select the category to search, or search using the “contains” option.

Really! It is that simple to submit, update, and track your service requests using Web Help Desk.

If you have additional questions, please contact the IT Helpdesk at (662) 915-5222 or helpdesk@olemiss.edu.   You can visit our website for more information, or contact us Monday through Friday, 8 AM – 5 PM CST.

Filed Under: Email, GUI Installation, Helpdesk, myOleMiss, Password Reset, SAP, Training, WebIDs

IT Introduces UM Mail Vaulting Service for Email Storage

September 27, 2012 by

Is your mailbox filling up with historic messages that you need to retain? With the implementation of Symantec Enterprise Vault, the Office of Information Technology has a new solution for you.

Symantec Enterprise Vault is a content archiving system that moves emails and their attachments to an online storage area called a vault. EV requires an Outlook plug-in that is compatible with Outlook 2003-2010 for Windows and Outlook 2011 for Mac OS. In addition to working with the Outlook client, EV tools can be accessed through Internet Explorer versions 7, 8 and 9.

How It Works

After an email is archived, the email is replaced by a shortcut/link in your mailbox that provides instant access to the archived email message. When you need an item that has been archived from your mailbox you can easily search, view or delete it yourself. Archived emails remain available to you in Outlook and through the Outlook Web Application (OWA).

Vault is intended to help you manage your email more efficiently. However, you should continue to perform basic housekeeping tasks periodically, such as deleting emails that are no longer needed. Your messages are auto-archived when your mailbox exceeds 75 percent capacity. Additionally, you can select messages to manually archive at any time. Vault provides you with 5GB of storage space for archived messages.

If you have messages that are held in your personal folder (PST) files on your local computer, they will not be archived. Messages must be in the Exchange mailbox to be archived. To archive messages or folders stored in your personal folder files, you can move a message or folder to your Exchange mailbox.

Installation

When you are ready to give Vault a try, contact the IT Helpdesk at helpdesk@olemiss.edu or (662) 915-5222. After Vault is enabled for your email account, download and install the required Outlook plug-in from our website.

Filed Under: Email, Helpdesk

Solve the Email Quota Problem with Personal Folders in Microsoft Outlook

July 27, 2012 by

The need for centralized electronic data storage continues to increase at corporations and educational institutions nationwide. At the University of Mississippi, Information Technology (IT) provides 500 MB of storage space for each UM Mail (Exchange) account on our central Exchange server. Understandably for some employees, more email storage space is needed.

One solution is to use personal folders within Microsoft Outlook. Personal folders are Outlook data files used to store email locally on your computer instead of the UM Mail server. By using personal folders, you may reduce your storage needs on the UM Mail server and avoid email quota warning messages.

Creating Personal Folders

After determining the UM Mail content that can be moved to personal folders, the next steps in creating personal folders will depend on your version of Outlook. We have instructions for Outlook 2007/2010 on the Windows Platform as well as Outlook 2011 on OS X (Macintosh). Once the personal folders have been created, moving messages from UM Mail folders to personal folders is as simple as highlighting the messages and dragging them into a personal folder. To avoid dropping the messages in the wrong folder, use the Move menu option. To use the Move option, select the message or folder you want to move then right click, select Move and finally choose the destination folder. You can also select multiple messages to move at one time.

Please remember that any messages in your personal folders are stored on your local computer hard drive and not on the UM Mail server. If you check UM Mail from an iPhone or the UM Mail web interface, the messages stored in personal folders will not be visible. Also, be sure to back up your personal folders (i.e., .pst files) weekly to another drive such as an encrypted USB drive. Please contact the IT Helpdesk for assistance with creating, organizing or backing up personal folders.

Final Thoughts

Besides personal folders for secure email storage, IT staff members are currently evaluating centralized email archiving solutions. Products such as Symantec Enterprise Vault provide integration with Outlook but would allow IT to offer centralized email storage, up to 5 GB per UM Mail account. Stay tuned.

 

Filed Under: Academic Technology, Helpdesk