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OTBR Technology Tips

PASSWORDS | SECURITY| USING SERVICENOW | TECHNICAL PURCHASES | EQUIPMENT MOVES | HARDWARE REFRESH PROGRAM | LITS MANAGED SYSTEMS | MEETING SCHEDULING 

OTBR is your single destination for technical support, questions, procurement, and security. Here is some basic information about what we do to facilitate your relationship to technological life at Emory University and tips we frequently offer to our customers. 

PASSWORDS 

Have a password

All user accounts must have a password.

Don't share passwords with others

A password authenticates the identity of the authorized user. Furthermore, an authorized user will be held responsible for misuse of the account if the password is shared.

Make passwords hard to guess

Passwords based on personal information can be easily obtained from the Internet. Account name, actual first or last name, initials of the name, system name, etc. are extremely easy for an unauthorized user, such as a hacker, to guess and should never be used in any part of a password. Hackers are extremely well versed in the usual tricks, such as spelling a name backwards or simple substitutions of characters. Other words, such as "guest", "password", "secret", and any other obvious placeholders, are quickly guessed and should never be used as passwords.

Hackers also have ready access to very powerful password-cracking tools which are able to search through extensive word and name dictionaries. Passwords should not be comprised of recognizable words or names.

More secure passwords are those which are based on pass-phrases and/or non-dictionary words (including nonsense words), combined with obscure character substitutions. These can be fun to make up and can be tremendously difficult to either guess or crack. If your system supports machine-generated passwords, you might also consider using one.

Use an 9+ character password

Using the maximum number of characters greatly increases the complexity of identifying and cracking passwords. Emory’s maximum is 30 characters. PLEASE NOTE: A space is allowed and counts as a character.

Change passwords regularly

Emory requires a password change every 365 days. (For some users, it’s every 90 days.)

Use different passwords for different accounts, systems and applications

Using a single password is the equivalent of using a single key for your car, house, mailbox, etc. – if you lose the key, you give away access to everything. If your password is compromised on one system, using different passwords on different systems will help prevent intruders from gaining access to your accounts and data on other systems.

Don't leave passwords where others can find them

Don't leave your password on a sticky note on your desk or written down in any other place where someone could access it. If you absolutely must write down your passwords, keep them in a secure, locked place. Additionally, don't leave your passwords where others can find them electronically. Never send them in email, post them to social media, leave them online in an unprotected file, etc. 

SECURITY 

To ensure your computer is protected: 

  • Be sure to create passwords that are complex (9+ characters, difficult to guess, containing special characters and both lowercase and caps). Do not ever share them with anyone. Change them regularly and use different passwords for different applications.
  • You must register for DUO (dual authentication) at it.emory.edu/duo.
  • Manage your files carefully by saving them to your T-Drive and NOT on your desktop or local machine.
  • Do not store Emory files on a computer that you own.
  • Beware of phishing and virus-inducing emails and websites. Never share your passwords or private information. Don’t open an attachment if you don’t recognize the sender*. Contact OTBR about anything that seems “phishy” (pun intended).
  • Box is Emory’s ONLY approved cloud-based storage. You should use it ONLY for file sharing and temporary files, and never as your primary storage destination.

*this includes emails manipulated to look like they are from Emory University

USING SERVICENOW

If you're experiencing any technical problems or if you need to make a suppost request, you can submit a ticket through ServiceNow. You can also call the Emory helpdesk at 404-727-7777.

Some tips for filling out your ServiceNow ticket 

  1. If you are submitting this ticket on behalf of someone else, please enter their information in the Contact Person (Step 2) section. This will ensure that they will receive any updates and/or notes added to the ticket as long as the ticket is open.
  2. If you are receiving any type of error message, it would be helpful to take a screenshot of that error message and add it as an attachment to the ticket. To add an attachment, please click the Add Attachment button which is located just between the Step 2 and Step 3 sections of the main entry page.
  3. When describing the issue, please make efforts to be as specific and detailed as possible. For example, a ticket that simply says, “My desktop is broken,” is not very descriptive and makes it difficult for the tech to appropriately prioritize and address the issue. Being explicit, precise, and clear about the problem you’re experiencing can help resolve your issue faster.

After you submit the ticket

Once you submit your ticket, it is placed in a queue that is monitored by OTBR. Once the ticket is assigned to a specific tech, work will begin on your issue. Due to staffing and budget limitations, OTBR's SLA with ECL is 3 business days on incident resolution requests. When submitting an incident, please consider the urgency of your request in the context of overall ECL needs.

Ways of resolving a ticket 

OTBR employs various avenues to resolve a ticket you’ve submitted.

  1. By phone call: Sometimes a simple phone call will allow the user to solve the issue on their own, with the guidance of a tech.
  2. By remote support: OTBR recently implanted a new service called Bomgar that allows us to remotely control and potentially repair your computer/laptop no matter where you are located.
  3. By in-person visit: Sometimes a tech will make a personal service call to resolve the ticket. The tech will schedule this either via phone or ticket note and will resolve your issue then. 

Other helpful notes

When you submit a ticket, you will receive a notification that it has been accepted by the ticket system. Please keep this email. It has your incident number which has been auto-created by the system for your particular ticket / issue.

  1. At any time during the ticket’s life, you can send an email to help@emory.edu containing that ticket number, as well as any comments or questions you think the tech should be aware of, and that email will automatically be added to the ticket notes for the tech to read.
  2. If you do not have access to a computer, you can call the helpdesk at 404-727-7777.  They can submit the ticket for you.

TECHNICAL PURCHASES

Why are technical purchases required to go through CLTS? 

Compliance, Cost, Quality, Compatibility

  • We make sure we use Emory approved vendors for purchases when applicable
  • We find the lowest cost through approved channels
  • We make sure equipment meets our standards of quality and life cycle
  • We assess all equipment to make sure it is compatible with existing systems and infrastructure

What is “Technical”?

  • Computers (desktops & laptops)
  • Monitors (includes consulting on TV purchases)
  • Tablets (iPad, Surface, Samsung, etc.)
  • Printers & Scanners
  • Storage devices (external hard drives, CD/DVD/BD drives, etc.)
  • Digital cameras (Video included!!, GoPro, etc.)
  • Miscellaneous devices (Apple TV, Roku, video games)
  • When in doubt…ASK!  We are happy to consult with you regarding any questionable purchase.

What is NOT “Technical”?

  • Toner
  • Blank CD/DVD or other media
  • Microwave ovens
  • Refrigerators
  • Shredders
  • Lamps and other lighting
  • Fans & heaters (These are actually prohibited by Emory)
  • Again, when in doubt, please feel free to ASK!

EQUIPMENT MOVES 

Our office does not physically move equipment. Staging can provide this service. If necessary, we will assist with reconnecting the equipment once the move has been completed. 

HARDWARE REFRESH PROGRAM 

The Emory Campus Life refresh program covers the replacement of all existing Windows desktop computers that are assigned to the staff personnel by the divisional departments. The CLTS department of OTBR will provide procurement services for all technology items purchased for the division. 

Departments that create a new position will fund the entire purchase price for a new computer and monitor. After the computer is purchased, it falls under the division’s refresh program as an existing Windows desktop computer for support and replacement.

The Emory Campus Life refresh program will provide the cost of a current Windows desktop computer replacement for each full time staff personnel. However, if a staff person requires a laptop or a Macintosh in place of a desktop, then the staff member must seek funding from their director for the difference in cost (vs. the standard refresh cost) of items needed.

The refresh program does not cover the cost of additional devices such as the aforementioned  laptop / Macintosh or additional monitors. The staff member would need to seek funding from their director to cover the full purchase price of any extraneous devices or equipment.  

The refresh program does not replace computers that are used by non-staff with new computers. Non-staff computers will be replaced with older models computers that have previously been used by staff as they become available. The refresh policy will first replace the oldest computers used by staff personnel and the replaced computer will then fall into the pool of workstations that can be deployed to non-staff positions. Should a department need to increase the number of non-staff computers, then the department pays the full cost of any extra computer with moniters.

LITS MANAGED SYSTEMS

Several IT functions are managed by Emory’s central IT department, LITS.

This includes:

  • E-mail
  • Enterprise applications (Kronos, Emory Express, Compass, PeopleSoft, etc.)
  • Wired and wireless networks
  • Access controls (Prox card/EmoryCard)

When there is an issue with any of the above systems, please open a ticket.  We will make sure it is routed to the appropriate LITS team.  While we cannot “fix” issues with these systems, we can facilitate the process.

MEETING SCHEDULING

Exchange is the official calendaring system for Emory. By University policy, all meetings must be scheduled through Exchange. Additionally, all staff must maintain their calendars and keep them up to date.

 

Sign up for DUO

Sign up for DUO

Please use a computer (not your smartphone) to enroll at: duo.emory.edu