May 21, 2013

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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.

Online UM Security Awareness Training

Since 2005, select University employees have been required to participate in security awareness training.  In the past, these required sessions have taken place in a classroom/lecture format.  As of September 17, 2012, the University has partnered with the SANS Institute to offer online security awareness training.  The online training modules are organized to train specific groups such as SAP GUI users, Information Technology specialists, and others.  Online training modules will need to be completed by all SAP GUI users on or before December 21, 2012.  If training is not completed by this deadline,  SAP accounts will be locked until this requirement is met.  (Once the requirement is met, email will need to be sent to davidd@olemiss.edu  to unlock accounts.) 

About SANS Institute

“The SANS Institute was established in 1989 as a cooperative research and education organization. SANS is the most trusted and by far the largest source for information security training in the world. Courses are taught by real-world practitioners who are the best at ensuring you not only learn the material, but that you can apply it immediately when you return to the office” ( www.sans.org).  “The online training we chose through SANS is a standardized presentation that covers in depth security awareness issues,” says David Drewrey, Director of Telecommunications/Security Coordinator.

Importance of Security Awareness Training

The purpose of security awareness training is to raise awareness, change behaviors, reduce risks, and educate those who handle sensitive data on computer networks, systems, etc. Security awareness training is important for users to know the dangers that exist as well as the mitigation techniques and best practices in online communication,” says David Drewrey.  “Examples of scenarios that can occur due to non-security awareness are computer viruses, malware, identity theft, spam, phishing, exposure to criminal elements, etc.”

SAP GUI Users and Select Employees

All targeted groups for security awareness training will start receiving email from David Drewrey, davidd@olemiss.edu, on September 17, 2012.  The subject line will be “University of Mississippi SAP Security Awareness Training Account.”  The email will provide your login information to the training modules.  Once you log in, you will be required to reset your password.  Here’s a sample of the communication that will be forthcoming:

Dear (User’s Name),

 All University of Mississippi SAP GUI users must attend a security awareness presentation every two  years to become aware of the latest security issues and techniques available to protect university data.  Information Technology has purchased online training from SANS (www.sans.org), which users can view and complete at their own pace.  These modules must be completed by December 21, 2012 in order to retain access to SAP.  The SAP GUI accounts belonging to those who have not completed security training by the indicated deadline will be disabled.  Others who deal with sensitive data as part of their jobs are strongly encouraged to complete the training.

A security awareness training account has been created for you and you have been issued with a temporary password.

Your login information is as follows:

Username:   WebID@olemiss.edu

Password:   initial_password

                      (You will need to change your password when you log in the first time.)

To start using your security awareness training account, log in at:  https://vle.securingthehuman.org/login/

In most mail programs, this should appear as a blue link which you can just click on.  If that does not work, then cut and paste the address into the address line at the top of your web browser window.

Once you have changed your password, please click on Quick Start Introduction to receive instructions.

Thank you,

David Drewrey
Director of Telecommunications/Security Coordinator
davidd@olemiss.edu

 

Duration of the Training Modules

Each of the training modules is approximately 3-5 minutes in length; the entire training is approximately 1 hour.  You can complete these modules at your own pace, just as long as all is completed by the December 21, 2012 deadline.  The system automatically saves and keeps track of your completed modules.

Non-SAP GUI Users and Other UM Employees

For non-SAP GUI users and other UM employees, you can register for the classroom security awareness training or request online training.  We can accommodate up to 400 additional users in the online training.  You are not required to attend this training, but it is highly recommended.  For available classroom security awareness training dates, please visit http://ittraining.olemiss.edu/ or contact David Drewrey at davidd@olemiss.edu.

More Information

Security training reminders will be sent via UM Today.  All questions about security awareness can be directed to davidd@olemiss.edu.

SAP Tips and Reminders

There are currently 814 active users of the University’s Enterprise computer system, SAP. As the SAP Training Coordinator, I’ve probably spoken with or met every one of you!  Since we’re soon to experience some quiet time with the students off for the summer, I thought it would be a good time to share some tips and reminders that might make your daily experience with SAP easier and more effective.

  • Everybody forgets a password now and then, and we do have several to keep up with.  Luckily, we’ve centralized all password re-sets at the IT Helpdesk.  Their phone number is 915-5222 and they may be reached via email at helpdesk@olemiss.edu.
  • In order to use the SAP GUI, your department must first have a license for the position you are currently holding.  All the forms required to receive or update a license to use the SAP GUI may be downloaded from the SAP Support Website.
  • The next thing a new user needs to access SAP is training.  We offer training in twelve functional areas at least once per month.  You may find the class descriptions (what they cover) and the class handouts on the SAP Support Website.
  • In order to access the SAP system, you must have the SAP GUI (Graphical User Interface) software installed on your computer. The GUI must always be maintained at the current version and patch level.
    • If you have a PC with Windows XP or a Mac, you may choose the self-install option for installation or upgrading the SAP GUI.
    • If you have a PC with Vista or Windows 7, please contact the IT Helpdesk  to have the SAP GUI installed.
    • When requesting assistance with the SAP GUI installation, Indicate if you need it installed on a Mac or a PC.  If PC, please include your operating system information (XP, Vista, Windows7, etc.).

Finally, I’d like to say a word about testing. SAP frequently updates and improves its software.  The University of Mississippi uses a quarterly system to install these improvements on a regular schedule and we are rapidly approaching our first quarter patch.  Some of you may soon receive a notice asking that you test in QAS all the transactions that you regularly use to do your job. This is an extremely important task, as it helps us to identify any issues or authorization changes that may result when the patch is applied to the Production system.  We appreciate your help with this task; ultimately it makes your job easier, too!

If you have questions or require assistance, please contact the IT Helpdesk at (662) 915-5222 or helpdesk@olemiss.edu .