Information Technology Services (ITS) Service Desk hours during Thanksgiving Break week are:

• Saturday 11/19-Sunday 11/20: CLOSED
• Monday 11/21-Wednesday 11/23: Open 8:00 am-Noon and 1:00-5:00 pm
• Thursday 11/24-Saturday 11/26: CLOSED
• Sunday 11/27: Resume normal hours, open 7:00-10:00 pm

If you have any current technology questions or issues, please contact the ITS Service Desk as soon as possible to get assistance before Thanksgiving. Please note that ITS staffing will be lighter during Thanksgiving week so submitting requests the week of 11/14 is recommended.

Please consult the information below if you need technology support when the ITS Service Desk is closed during Thanksgiving Break.

If you suspect a technology service outage or major issue, please visit the ITS Status and Information page at http://netnotes.denison.edu to see if an outage or issue has been reported. If you do not find relevant information on this page, please report the issue to the Denison University operator at 740-587-0810. Please DO NOT report outages or major issues directly to the ITS Service Desk during closed hours.

If you have an individual question or issue, a number of resources may be able to assist you:

• MyDenison contains a great deal of technology service information. Please use the MyDenison search box or browse the Information Technology Services section to find information.
• The Knowledge Base in the TOPdesk Self-Service Portal (available through MyDenison by clicking the TOPdesk icon in the top right and then clicking Knowledge Base) contains helpful technology answers.
• Denison’s LinkedIn Learning agreement provides access to video tutorials on many technology (and other) topics.

If you can’t find an answer and would like to submit a ticket with the Service Desk while it is closed, you have three options to do so:

• Submit a ticket via the TOPdesk self-service portal
• Send an email to servicedesk@denison.edu
• Call the Service Desk and leave a voicemail at 740-587-6395 

We will respond to your requests as soon as possible when the ITS Service Desk reopens on Sunday, 11/27, and full-time staff return on Monday, 11/28. 

Enjoy the Thanksgiving break!

For tips on staying safe while shopping online during the holiday season (and year-round!), Information Technology Services (ITS) recommends this timely and helpful article from the Center for Internet Security:  Shop Smart and Stay Safe This Holiday Season.

UPDATE 10/26/2022 7:00AM:

Due to issues encountered during the phone system upgrade overnight on 10/25-26, the upgrade was not completed and will be rescheduled as soon as the issues are diagnosed and addressed. The phone system was restored to its prior state and is fully functional. If you have any questions or experience any phone issues, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

ORIGINAL PLANNED OUTAGE:

Denison Phone System Upgrade Overnight 10/25-26 – Keep Any Denison Phone Calls Short!

Denison’s phone vendor will be performing a significant backend phone system upgrade overnight starting on Tuesday 10/25 at 10pm and completing on Wednesday 10/26 by 6am. This upgrade will result in a number of brief service interruptions. During this time, please plan on keeping any phone calls on Denison Cisco phones brief (less than 5 minutes). If you need to make a call longer than 5 minutes, please use a non-Denison phone.

Expected service interruptions during the overnight upgrade:

• Each Denison Cisco phone will reboot 4 times taking <2 minutes each time. If you are on a call,  the reboot will NOT occur until the call is completed UNLESS the call is longer than 5 minutes. Please do not plan on holding phone conversations longer than 5 minutes on a Denison phone during this time. 
• In the unlikely case an inbound call comes into a line right as that line’s failover is happening, it might not complete. If so, the caller would likely call again and it should complete normally given an expected outage of <2 min when a line’s failover occurs.
• There will be up to 4 brief delays (<2 minutes each) in processing inbound and outbound faxes.
• Elevator, Blue Light, and other non-Cisco phones will have up to 4 brief (<2 minute each) interruptions in service. If you make a call and it does not complete, please try again in a minute or two.

If you experience a phone issue after the upgrade, please report it to the ITS Service Desk at servicedesk@denison.edu or 750-587-6395.

UPDATE 10/16/2022 8:45pm

The firmware update has been completed. If you experience a problem with your Denison Cisco phone, please report it to the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

ORIGINAL POST

Denison’s phone vendor will be distributing a firmware update to all Denison Cisco IP phones on Sunday 10/16/2022 between 4:00pm and 8:00pm. Once the firmware update is received, each Cisco phone will reboot once and process the update and then return to its normal resting state within 2 minutes. If you are on a call, the firmware update will not begin until you complete your call.

If you experience any phone issues, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

If you see an account or password error when signing into office365.denison.edu with your Denison email address and password to download and install Microsoft Office, please see this TOPdesk article for instructions on how to address the issue.

If you have further questions or problems, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

If you haven’t already visited joinwifi.denison.edu to connect to eduroam using SecureW2 on your computer, phone, or tablet, while on-campus please take a few minutes to do so.

Why? SecureW2 is the secure way to connect to eduroam. The former way of connecting to eduroam with your email address and password is being retired later this semester. To avoid any interruption to your eduroam connection and improve your WiFi security, please connect using SecureW2 now!

How? Follow the steps below:

1. Select the Denison-JoinWiFi network
2. Open a web browser (on an iPhone/iPad, use Safari) and go to joinwifi.denison.edu 
3. Follow the on-screen prompts

For detailed instructions, see the appropriate guide: Mac, Windows, iOS, Android, Chrome.

Need Help?
Contact the ITS Service Desk
Phone: 740-587-6395
Email: servicedesk@denison.edu

Like you, ITS is excited for the start of the Fall 2022 semester. We are looking forward to supporting you in your use of technology. Following is a brief recap of options for getting help with Denison technology.

Tip #1:  Contact the ITS Service Desk for any and all technology questions, requests or problems

Hours: Sunday 7-10pm; Monday-Thursday, 8am-6pm and 7-10pm; Friday 8am-6pm

• Email: servicedesk@denison.edu
• Online: In MyDenison, click TOPdesk and then Submit an ITS Ticket.
• In-Person: Monday-Friday, 8am-6pm – Fellows Hall Room 100A; Sunday-Thursday 7-10pm, Library Learning Commons
• Phone: 740-587-6395 (If you reach the Service Desk voicemail, please leave a message. A ticket will be automatically created for you.)

IMPORTANT! For URGENT requests, please call 740-587-6395.

Tip #2: Find quick answers online

• MyDenison contains a great deal of technology service information. Please use the MyDenison search box or browse the Campus Resources > Information Technology Services section to find information.
• The TOPdesk Knowledge Base contains more than 100 knowledge items about eduroam, Duo, Google Workspace, and many more topics. In MyDenison, click TOPdesk, then Knowledge Base, and search or browse.

Tip #3: Grow your technology skills with online resources

• Denison’s LinkedIn Learning agreement provides access to video tutorials on many technology (and other) topics.
• The MyDenison Online Software Training page provides additional online software training resources.

Best wishes for a healthy and productive start to the Fall semester!

Denison recently renewed its agreement with Adobe for Adobe Creative Cloud. With the new agreement, Denison Adobe Creative Cloud named license holders now have…

• Access to Adobe Stock which includes a collection of templates along with Adobe Stock standard images with enhanced licensing permissions.
• 100GB of Creative Cloud storage space instead of 20GB.

Denison faculty and staff who had an Adobe Creative Cloud named license assigned under the prior Adobe agreement have been assigned a license under the new agreement. If you have a named license assigned, you will have received an email from “notifications@adobe.com” titled “Get Started with All Apps – Pro Edition – EDU” on 8/6/2022 notifying you of your license assignment. That is a legitimate email.

If you did not receive an email from notifications@adobe.com and would like to request an Adobe Creative Cloud named license, please visit the MyDenison Creative Cloud page and complete the linked request form. Please note that named licenses are available to faculty and staff only. Students may use Adobe Creative Cloud applications on any Denison lab computer, or on departmental student workstations where it has been installed, by signing in with the “Sign in with Google” option and their Denison email address.

If you have any questions about Adobe Creative Cloud, please contact the ITS Service Desk at servicedesk@denison.edu or schedule a Client Success technology consultation.

Update – 4/12/2022 7:00AM

Access to the EMS reservation forms has been restored. Faculty and Staff have access to the General Event, Quick Event, Master Calendar Listing, and Vehicle Request forms. Students have access to the Vehicle Request form. If you are not seeing the expected request forms when you go to MyDenison and in the Campus Events area click the Reservation link and select either Create a Reservation or My Home, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

Original Post – 4/11/2022 6:00PM

ITS received a report of missing EMS request forms on Monday 4/11. These request forms are accessed from MyDenison by going to the Campus Events area and clicking the Reservation link and then selecting either Create a Reservation or My Home.

Investigation has confirmed that many faculty/staff do NOT have access to the expected EMS request forms including the General Event, Quick Event , Library Viewing Room, Master Calendar Listing and Vehicle request forms.

ITS is working to restore access as soon as possible. This post will be updated as soon as more information is available.

In the meantime, if you have a time-sensitive request to place:

• For room or master calendar listing requests, please contact the Events and Scheduling Office at eventsandscheduling-group@denison.edu or 740-587-5730 or 740-587-5753.
• For vehicle requests, please contact Mary Lindsey at lindsey@denison.edu or 740-587-6298.