Tech Solutions—A New Computing Help Facility

Starting May 28 C&IT and the Medical School IT department (MSIS) are introducing a new website for all your computing support needs. Not everybody was aware of kb.wayne.edu (the ‘Knowledgebase’) but those who used it could find answers to many frequently asked questions (‘How do I set up my iPhone to connect to Wayne Connect?’, ‘How do I add an assignment in Blackboard?’, ‘How do I connect to WSU-SECURE after resetting my password?’ ‘How do I set up Call Forwarding?’, etc.).

The old Knowledgebase is being replaced by a new site called Tech Solutions. You can reach it, reasonably enough, at techsolutions.wayne.edu. If you go there you will see a set of instructions, a drop-down you can use to categorize your search and a search box.

If you’d prefer to phone the Help Desk, or chat with it there are instructions for that. And if you’d like to submit a question or report a problem online there is a button entitled New Request where you can do that. You’ll need to log-in with your WSU AccessID and password and there will be a form to fill in.

Once you have logged in, every help request is tracked, and solutions that the Help Desk works out that have not previously been documented are continuously added to the knowledge base so anybody can find them later. Your request is converted into a ‘ticket’, and you can see a list of all your tickets at any time (of course, you can’t see other people’s tickets unless you work for the Help Desk or are otherwise assigned to fix something).

The hope is that Tech Solutions will be a one-stop-shopping solution for all your IT support/service needs.

Here is a screen shot of the front page. The drop-down and the search box are circled in red.

 

Tech Solutions Front Page

More on gaining your real identity

Geoff Plate

Several folks asked me how to go about making sure you are you, and not your license plate. I’m going to give some detailed instructions here to help. This assumes you are using the Web-based version of Wayne Connect, through Firefox, Internet Explorer, Chrome or Safari. If you use Outlook, Mac Mail or Thunderbird you’ll need to use a slightly different procedure.

First, make sure that your normal return address is your real name. You do this by going to ‘Preferences’ on the top menu and selecting ‘Accounts’.

Preferences Panel

 On the right you will see Primary Account Settings.

Primary Account Settings Box

Put your preference for how your name will be displayed in the two left-hand boxes and click Save (at the top of the screen). Now what you have chosen as your name will always show up as the sender, whether you use your license plate or not.

If you need to keep a license plate return address (say because you are subscribed to a listserv with that address) you need to establish a Persona. This is essentially an alias that you can choose before you send a message.

To do this, click the ‘Add Persona’ button, and you will see this:

Persona Image

Choose the address you need to establish (normally your license place) from the drop-down menu on the right. Click the appropriate boxes (When replying to…), give it a name, and click Save.

Then, whenever you send a message (and particularly when you are writing to a listserv which uses your license plate ID) you will see a little drop-down box in the ‘From’ area.

Return address drop-down

Now, every time you send an email you have the choice of which return address to use.

One more thing. Just today I got a message with lots of unidentified license plates. In fact, there were probably fifty out of maybe a hundred addresses in all. Mine was one of them–I have no idea why (this was neither a ‘reply’ nor any other automatic isertion of addresses). That’s what I’m talking about….