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Before you leave …

Monday, November 30th, 2020

The December holiday is almost here and especially this year, we’re all looking forward to escaping for a week or two. But before you leave, there are a few things you can do now to ensure that your return is seamless. Here are a few tips: 

  1. Activate your Out of Office function on your sun.ac.za Outlook mailbox and indicate in the message when you will be available again in case someone needs to contact you. Also, indicate who will be responsible during your time away and add their email address to your Out of Office.
  2. Make sure that your relevant work-related data is accessible for usage by your colleagues while you are away. However, do NOT give your password to colleagues when as this poses a security risk.
  3. If your sun password might expire during your holiday, rather change it before you go. If it expires while you are away you will be locked out of your account and it will cause unnecessary stress to deactivate it in January. 
  4. If you receive a phishing email on your sun account over the holiday and clicked on links or typed in your username and password, your account may be compromised. Immediately change your password at www.sun.ac.za/password and log a service request on the ICT Partner Portal. Your device will then be checked and scanned after the holiday. Remember that you can also report spam directly to Microsoft by using the handy Report Message function in Outlook.
  5. Information Technology will also be closing, like the rest of the University, on 24 December and opening again on 4 January. If possible, please log your IT requests as soon as possible before you leave. If you have a critical problem, it might be difficult to assist you a day before you leave or on the last Friday since suppliers also close over the festive season.

IT HUB – operating hours during COVID

Saturday, November 21st, 2020

Current operating hours for the IT HUB are 09:00 – 16:00

You can also call the IT HUB at 021 8089289, but preferably log a request on the ICT Partner Portal. This can be done as follows:

  1. Log an issue report on the ICT Partner Portal at https://servicedesk.sun.ac.za/
  2. Sign on with your SU username and password.
  3. Select the “ICT Partner Portal” service desk.
  4. Students select the IT HUB option. Staff select the  option depending on the type of issue.
  5.  Fill in the necessary information – if there is an asset number, please include it.
  6.  Add any additional information in the description field.
  7.  Copy any related images, files and emails to the attachment area.
  8.  A staff member will make contact once the report has been logged and schedule an appointment.

All services offered by the IT HUB in the Admin A building – collection of equipment and all other types of support – are available by prior arrangement only.

Students should make appointments by logging a call at the online service desk in advance. Appointments can no longer be logged at the entrance to the IT HUB and call log ID (ICT-#) can no longer be done at the IT HUB .

Students and staff members who have lost their student/staff cards are the only unscheduled visitors allowed at the IT HUB, and only between 11:00 and 14:00 daily.

Remember to request your Adobe license

Saturday, November 7th, 2020

To continue using Adobe DC users had to request a license before the end of November. From 1 December your Adobe DC software will no longer work, but you can still request a license by logging a request on the ICT Partner Portal

Adobe has changed the licensing model for all their products and the new model requires staff to have an Adobe ID to use the software.

Historically, a new serial number would be built into a software installation package which would have been centrally pushed out to all Stellenbosch University asset number machines.
This process would result in uninterrupted use of the software as had been the case for the last 4 years.

The new licensing model is based on named user licenses*. The new version of Adobe DC (Document Cloud), which Stellenbosch University has licensed for 2020 is therefore no longer based on serial numbers.

What are the benefits?

Whilst this is a major change in the way access to the software is managed, the new version and license model comes with a number of advantages including a secure login feature. The new model allows IT to provide end users access to the apps and services they demand for ongoing projects, while establishing the control that IT needs to meet the requirements of the organisation. IT also benefits from a simpler method to maintain compliance as well as management of licenses and services through the Adobe Admin Console.

Who qualifies for a license?

Licenses can only be assigned to a full time university staff member according our license policy. This licensing process is only for advanced users who edit and digitally sign PDF documents.  Users will still be able to make use of Adobe Reader.

To request a renewal of your Adobe license, please log a request on the ICT Partner Portal and a license will be assigned to you.

* Named User Licensing is a software licensing model where software is assigned to an individual instead of a serial number or a device.

Skype now more limited

Thursday, October 8th, 2020

In a previous article we’ve mentioned that Microsoft will no longer use TLS 1.0 and 1.1 after 15 October 2020 and that they will move over to TLS 1.2 for better security.

After the deprecation of TLS 1.0 and 1.1 on 15 October, Skype for Business will no longer show your Free/Busy presence and you will also not be able to use the address book. 

We advise that you Microsoft Teams for collaboration and chat features which were previously available in Skype for Business.

Staff who use the Skype for Business application for their office phone number will still have to use Skype for Business to make and receive external PSTN (Telkom, Cell phone) calls.  This functionality will be moved to Teams as soon as possible and users will be contacted in this regard.

Error reporting FAQs

Wednesday, October 7th, 2020

How do I report an IT problem, request or enquiry?

Option 1
Log a service request on our ICT Partner Portal
 with the following information:

1. Description of problem
2. Telephone number
3. Room Number
4. Department and building
5. Asset number of computer, laptop, printer, etc.

Requests will be logged automatically and reference number sent via email.

For video instructions on how to log a request on the ICT Partner Portal, click here. More information on our Service Catalogue.

Option 2
Contact the IT Service Desk – 021 808 4367

We require username and asset number in order to assist OR leave a voicemail message.


How do I follow up on the IT request I have logged?

Whether you have called the IT Service Desk at 0218084367, sent an email to help@sun.ac.za or logged a request via the ICT Partner Portal at https://servicedesk.sun.ac.za you can do the following:

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2. Select: Requests, My requests. The status of all the requests that you have raised will be displayed.

How do I follow up if I sent an email to help@sun.ac.za?

If you send an email to help@sun.ac.za it automatically logs a request on the IT Service Portal. You can check on the status of your request as follows:

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2.  Select: Requests, My requests. The status of all your requests will be displayed.

How do I follow up on a request I reported by calling the IT Contact Centre?

If you call the IT Contact Centre, the service agent will log a request on your behalf on the IT Service Portal. You can check on the status of your request as follow:

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2. Select: Requests, My requests. The status of all your requests will be displayed.

Can you follow up on a request emailing help@sun.ac.za again?

If your request have already been logged and you have a reference number, please do not send another email to help@sun.ac.za. This will log a second, duplicate request which will only clog up the system and cause confusion. The same goes for replying to emails from help@sun.ac.za. Rather click on the request number and add your comment on the system.


How do I add a comment to my request?

  1. Log in at https://servicedesk.sun.ac.za with your username and password.
  2. Select: Requests, My requestsThe status of all the requests that you have raised will be displayed.
  3. Click on the reference number of a request to see its details.
  4. Type your comment in the text box and click on Add. The comment will be added to the request. You can also add screen shots for clarification

What does the different status options mean?

WAITING ON SUPPORT =you are waiting for a response / feedback from IT regarding your request.

WAITING ON CUSTOMER =IT is waiting on a response / feedback from you regarding your request.

IN PROGRESS = your request is being attended to.

ESCALATED =your request is escalated for further investigation.

RESOLVED =your request has been resolved.

CLOSED = your request has been closed.

 

 

 

© 2013-2020 Disclaimer: The views and opinions expressed in this page are strictly those of the page author(s) and content contributor(s). The contents of this page have not been reviewed or approved by Stellenbosch University.