Tech Helpdesk Public Documentation

Revision as of 13:58, 3 January 2011 by Bryan Carson (talk | contribs)

Quick Start

Using and configuring your computer



Other email clients


Networking and Internet

Our network on campus

Links to network resources:

File Servers

Printers (Network)

The following applies to installation of network printers to college-owned computers.  Authenticaiton is required for printing, and most college-owned computers are bound to the middlebury.edu domain.  This is an important prerequisite.

For your personal computer:


Off-campus Access

Office and Productivity

Microsoft Office



FileMaker Pro

Scanning and OCR

Viruses and Malware

Microsoft Windows

Mac OS X


HEAT 9.5.1 - Information and Updates Page

HEAT 9.5.1 went LIVE on Thursday December 23, 2010.

Important Setup Information for HEAT 9.5 Client:

1. Sending Email - You will need to select EDIT | User Preferences under HEAT 9 client menu and deselect the MAPI 'disable' checkbox - Press OK to save change.

2. Windows 7 Users - this version of Windows comes with many new security features which protects your computer against malicious attacks.  This layer of protection requires the user to take additional actions when running the HEAT 9.5.1 Client on their desktop.  It is recommended that you go into Call Logging Properties (right-click on Call Logging executable) and select the Compatibility tab.  On this tab you should select "Run this program as Administrator" under the Priviledge Level section.  This will allow a new HEAT 9.5 Catalog to be updated on your computer when changes occur in maintenance cycles (which will be frequent in the coming weeks).

Alert Monitor:

- All global Alerts have been uploaded to: \\Heat9-Test\HEAT Alert Definitions

We have our alert monitor "definitions" ready!   The definitions are what makes the alert monitor pop-up and display new/updated tickets. To have the new alert definitions open automatically when you launch the alert monitor:

Open the Alert Monitor (from the Start menu), enter your password, if prompted check "automatically use this ODBC", and then click Options (next to File in the top left corner) => User Preferences => Browse => type \\heat9-test then press enter, go into heat alert definitions and double-click the file for your area. Put a checkmark next to Automatically Start Polling and click OK. You'll need to close and re-open the alert monitor to ensure it's working.

Working modules/functionality:

Call Logging
Web Client (go/heat9)
BPAM - SR/WI Journal Updates, Customer Email from Journal
Core Alert Monitors have been created - location is:  \\heat9-test\HEAT Alert Definitions

What is not functioning as of January 3, 2011:

All automitic ticket generation (i.e. Hyperion) is not currently setup
Reporting not setup
Inventory (hardware configurations) have not been completed
CAUSE pulldown - only preliminary Cause information has been added per Call Type - more to come

Report Issues Here:

1.  When updating Customer Profile it does not show-up in Subset of current ticket.

2.  Autotasks are not showing-up on pulldown

3.  When sending emails to customers from Journal, all the fun stuff at the bottom doesn't show up... the thank you and LIS Helpdesk stuff. (In general, the emails are pretty clunky in terms of style and grammar. They're difficult to read.)


Report Wishlist Items Here:

1.Assignment screen - consider aligning all current assignee info on left, moving acknowledge and resolve info to top right, leave comments at bottom (-Nate 1/3/11)

2.email journal to customer - add sender's name to the signature of the email - or train all of us in how we need format our emails now (-Nate 1/3/11)

3."Printing Imaging Form" button for lab/public computing distribution ticket not working (-Nate 1/3/11)

4. Cat/call type for SPAM & phishing?

5. Cat/call type for generic printer use issues (no details page!).

6. Cat/call type for using lab & classroom technology (e.g., projectors, DVD players, etc.).

7. Assignment group for Call Center > 2nd Pass, Follow Up, etc.




Hyperion, FAMIS, and Resource25

Academic Classroom Facilities and Academic Computer Facilities (Computer Classrooms, Computer Labs, etc)

Media Services

Media Equipment Available From Media Services

Smart Classrooms - General Documentation

Smart Classrooms - Specific Documentation and Guides

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