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1PGP- ITS operations center- 919-962-6503 
2
3-Faculty portal- https://outlook.office.com/owa/?realm=ad.unc.edu&exsvurl=1&ll-cc=1033&modurl=0&path=/attachmentlightbox
4
5-MacNider- Local IT bottom floor room - 65
6
7-SOMIT WALK IN- 919-843-2703
8
9000000003765262- afs
10genesis- control center 
11-Port activation- ITS-NETDEPLOYMENT
12
13-Facilites repair request - https://facilities.unc.edu/
14
15-MED school walk in- 65 Mckighter Hall
16
17-Resnet site- 
18
19-Cashiers office 
20
21Phone: 919-962-1368
22cashier@unc.edu
23
24https://its.unc.edu/resource/resnet/
25
26Cook-203
27Lion and science anex - 125
28
29Adjunct Instructor-
30
31-CTI is located under UNC Services > ITS Services > AFS Data Request
32
33https://csgold.onecard.unc.edu/student/welcome.php-checke one card balance
34
35-Connect carolina access- Connect carolina triage 
36EPR access in email 
37152.2.255.242- ip addresss for vpn connection
38
39-http://registrar.unc.edu/
40
41- Dental school help number- (919) 537-3737
42
43-Business system fininance-E Pro issues 
44
45-peopleadmin access- CONNECTCAROLINA-BSHD-HR
46
47-Grades@unc.edu - professors can ask about grades and connect carolina issues
48
49-software aquistion - Phone: 919.962.2000
50Email: software@unc.edu
51
52-Epar issue- business help desk
53-152.2.159.147- remote desktop IP
54
55-Ramses- research program- connect carolina 919.843.2594
56
57-shareware.unc.edu- where students download application to print to cci computers - its one for color and one for black and white.
58
59-OIS- med school help desk
60-campus services- is for on campus IT issues
61
62-FERPA TRAINING- https://registrar.unc.edu/academic-services/uncferpa/ferpa-instructions/
63
64- Disabled onyen(red) and no role in improv
65route-Connect Carolina Triage 
66romulo colindres
67
68-If we receive sales calls from any company asking to speak with an administrator in charge of a department or resource, please transfer the call to 919-843-6135
69
70-Redcap issues-Clarence Potter (919-966-4802)
71-users login with onyen and onyen password, if password not workign may need to be changed 
72
73-school of pharmacy issues, will have to email them they have no Tech support-itsop@unc.edu
74
75-CCI printer issues ITS_TL- Labs
76730145473
77-Task manager for Mac
78Activity monitor    
79-Print issues and return money                                                where can students and faculty download software
80 One card office 
81-One care office-(919) 962-8024                                                             
82FSU
83 Registrar -910-672-1185
84UNC
85 Registrar-  (919) 962-3954
86
87Human Rescources-(919) 843-2300
88
89software acquisition- Phone: 919.962.2000
90
91(919) 962-5066
92UNC Student Stores, Phone
93
94Tele-Time- route to TIM-tier 3
95
96-Sakai issue- ITS teaching and learining interactive- ITS-ITL
97
98
99-apply to ABSN or nursing program go to -applynow.unc.edu
100
101
102
103
104_____________________________________________CONNECT CAROLINA GRADE CHANGE REQUEST_______________________
105
106http://registrar.unc.edu/academic-services/grades/grade-change-requests/
107
108__CCI printing__
109
110If students want to add CCI printing funds to their One Cards, they can do so by adding it to the Carolina Convenience account. This will appear as an option after signing in to 
111https://onecard.itsapps.unc.edu/OneCard/login
112If a student wants to print using funds from the Carolina Convenience account, then the CCI printing funds will need to be at a $0 balance before this option appears on the CCI printer
113
114__________________________________________First year enrollment checklist_________________________
115
116http://admissions.unc.edu/enroll/first-year-checklist/
117
118
119-New student PID issues (919) 962-8024- entered information and was not able to find PID, error message, could not find pid matching information you provided 
120user does have a social with in the system.
121will direct user to the One card office office in order to gain access to her PID
122
123-http://housing.unc.edu/- cant access and register for housing and receiving error message- direct to:
124(919) 962-5401
125
126
127
128
129_____________________________________________________________________________where do users sign up for summer classes__________________________Guest id vs onyen
130
131
132
133If a users affiliation status is student, member in improv but user has guest ID
134disable guest ID and enable the onyen user will need to access with his onyen and not the guest ID in connect carolina 
135
136
137http://summer.unc.edu/registration-schedule/
138
139
140
141
142_______________________________________________________________________________1098T 
143
144Form is found in the student center under self service in connect carolina
145
146_____________________________________________________________________________________Install crystal bal
147
148Must install from virtual library 
149link can be accessed in virtual library
150must install citrix reciever\
151
152SEND TICEKTS TO - ITS-TL-LABS
153
154_______________________________________________________________________________________Internet native banner reset/faculty
155
156login with information sheet 
157next click alter after entering GSASECR
158ENTER new password and confirm 
159save
160then go back in and expire 
161let user know that when they login it will direct user to change password 
162
163
164____________________________________________________________________________________offical transcript link
165
166
167LINK to offical transcript
168http://registrar.unc.edu/academic-services/transcripts-certifications/order-a-transcript/
169click Order as an Alumna, Alumnus or Former Student directly from Credentials Solutions 
170and then click order transcript
171
172___________________________________________________________________________________________access WebCIS hospital access
173
174if user cant access transfer to hospital helpdesk
175
176
177
178
179_____________________________________________________________________________________FSU printing in Building- Rose Phal
180
181Client has a printing account and should log into the printer with the last six of the banner number 
182drop the 830
183
184________________________________________________________________________________________Hospital transfer
185
186Anything with Epic send to hospital if on hospital side
187
188If user needs assistance with laptop they can take laptop to 
189
190
191
192___________________________________________________________________________fsu access rds virutal library 
193
194
195students login with full email address and password
196after clicking on the application must enter 
197email and password once again
198
199unc IT accesses with uncfs\unc(lastname)
200and password
201
202__________________________________________________________________________________________INFO port issue
203
204send to Business office group
205
206Connect caolina bshd-finance 
207
208_______________________________________________________________________________________Software
209
210SAS renewal of licences for software
211
212transfer to software aquistion
213____________________________________________________________________________________key chain password 
214
215to change key chain password -
216
217go - applications - click utilites - key chain access app
218
219____NAC agent server ranges__
220
221For Med School users we may specify the following servers in this IP range: 172.27.255.56 – 61
222-right click on the icon- delete server and add new server range 
223
224
225
226key chain may have old password in it if it did not update 
227it can trigger it an cause lockouts 
228
229you can clear your key chain password on the mac 
230
231___________________________________________________________________________________creative cloud install
232
233google : how to install adobe cc unc
234click 1st choice 
235click creative cloud down load link and walk through steps 
236
237________________________________________________________Mac_________________________________________________
238
239
240-system preference - for installations may need third party vendor access
241
242check to see if third party applications can be installed on the device
243clicke security and settings and then check the bottom allow mac......
244CONSOLE-for mack is like event viewer for windows
245when users are on work(JOB) networks there networks can block prots needed to access unc websites 
246check consoule 
247
248reference 000000003415075
249
250_________________________________________________________________________PGP password reset
251
252Tier 2 needs to reset this info needed below
253
254
255
256PGP Password Reset
257 
258
259For Analysts:
260
261If the user gets locked out and calls 962-HELP, please gather the following information for the ticket:
262The user’s first and last name:
263The user’s organization (School of Dentistry, ITS, etc.):
264A phone number where the user can be reached right this instant:
265Verify user’s 7 Type Matches in Peoplesoft: 1) PID 2) Onyen 3) Full Legal Name 4) Date of Birth 5) Telephone Number 6) Full Mailing Address 7) Last 4 of SS#
266Computer name:
267(Optional) Operating system, hard disk size:
268
269
270
271_________________________________________________________________________________Access One45
272
273
274User forgot his passworD
275to access or change password for one45 
276user must be transfered to med school help desk-OIS-CS
277help.med.unc.edu (chat support with med school)on right side
278
279Send a ticket to SOMIT-SSS. I'd note that you're routing it there per Jonathan Fish, just in case.
280
281__________________________________________________________________________________________User has not social securtity number on file Needs guest id
282
283
284User will have informaiton verified
285then access improv
286users the personal email user has on file if they have access to
287-click go-create guest id
288
289
290__________________________________________________AD TOOLS check for bad password______________________
291
292Can check password for being incorrectly entered
293
294-AD Tools
295-active directory
296-look down towards bottom 
297-bad password time
298
299
300-Onyen.unc.edu
301-change or reset password
302-check password status
303
304
305____________________________________________________________________________Mobile device email set up__________________
306
307
308cheat sheet page on 
309help.unc.edu
310check mid page 
311Campus Email Cheat Sheet
312search for device on that page for set up
313
314
315
316_______________________________________________________Map drive on a Mac/windows__________________________________________________
317
318Find Path - if you have mapped network drives and you don't know the UNC path for them, you can start a command prompt (Start | Run | cmd.exe) and use the net use
319
320
321Make sure focus is on the deskotp click Go- the click connect to server 
322enter path as:
323once path is entered user will need to authenticate and drive will be connected 
324Note*-user may need to login with ad\uername---------
325to find path name to share drive:
326example:windows
327friendly name: H:\health_cognition_and_behavior
328to find
329open file explorer
330click the drive letter 
331click in the name bar at top
332the friendly name will appear
333path can be seen as well
334
335
336To write in a Mac 
337
338Mac- 
339smb://sph0.sph.unc.edu/health_cognition_behavior_lab/
340          server               filename
341user will then autheticate with onyen and password 
342
343To connect windows share drive type
344the drive in backward from the mac
345
346example:
347
348filename\then server name\
349
350--Always close path with slash --
351
352___________________________________________________________________Email migration__________________________
353
354outlook.unc.edu
355if he can access heelmail he has been m.igrated 
356
357if outlook.unc.edu states cant find mailbox
358user may have been migrated 
359if they can access heelmail they have been migrated
360
361previous fauclty was on exchange server but being now migrated to office365
362
363webapp is exchange 
364heelmail office 365---
365
366
367
368
369
370______________________________________information on Bus Routes____________________________________
371
372
373-Numbers for Public saftey - 
374
375919-962-8100
376
377919-962-3951
378
379_________________________________________________Delete/ADD account from outlook_____________________________________
380
381
382Outlook tab- preferences - accounts - click the account you want to deleted- hit minus sign at bottom of the page 
383
384add account- do the same thing
385
386
387____________________________________________________________________________CCI laptop return policy________________
388
389
390
391
392I know there have been a few calls about CCI computers and wanted to clarify one point in particular
393If a user leaves the university before graduating they either have to pay the balance of the laptop or 
394turn the laptop in. They will receive an email about this once they are not enrolled at UNC. 
395They do get a one semester pass though and as long as they enroll after that semester they can keep their laptop. 
396If a user calls and needs to contact CCI about the semester off we can submit a ticket to ITS-CCI and they will 
397contact the student very quickly. Also if the student is unsure of where to turn the laptop in we can 
398send a ticket to ITS-CCI for this and they will coordinate with the student to get the laptop turned in.
399Remember CCI no longer has a phone number that we can transfer users to.
400
401
402
403_________________________________________________________________________________Email scenario______________________
404
405
406
407users who have university email and health care email will get a email every 72 hours, asking user to choose primary email
408
409user have choice to choose one or the other
410
411if they choose UNC university email as primary they will show up in system when another user looks them up as a unc employee.
412
413if users choose health care as primary- it will foward all emails from unc email into the health care email
414
415so best choice to keep them seperate is to not choose a primary and keep deleting email
416
417also can create a rule to deleted email automatiically or send to new folder 
418
419
420
421_____________________________________________________________________________________Email Not synced________________________
422
423If email calander time is not synced 
424check time zone calander 
425
426
427
428_________________________________________________________Voicemail access away from office FSU_________________________
429
430http://www.uncfsu.edu/itts/itts-units/telephony/instructions
431
432
433_______________________________________________________________Change personal information-
434
435Hr for the user department has to change informaiton in the system if user is only an employee and never has been a student
436if user has been a student they have to contact registars office 
437
438
439____________________________________________________________________________________E Library book access________
440
441error message 
442
443Issues with library issues or ebooks go to 
444lib.unc.edu
445
446click contact us
447
448
449
450
451_______________________________________________________________2SG Student login online________________
452
4532 SG student login 
454online publlic administration classes 
455
4562sg.unc.edu
457
458
459____________________________________________________________________direct contact OIS_____________
460
461help.med.unc.edu
462
463can chat with OIS
464
465___________________________________________List serve search and look up___________________________________
466
467-List server manager 
468-Post master tool
469
470enter list serve name click
471either- subscriber list or show subscribers or show list
472
473can look up by user by email address after
474getting there name and finding there email 
475connect carolina get there name 
476get there PID 
477get email address from improv
478user email of user and click subscribe list to see what servers they are a part of
479
480
481_______________________________________________________________Office Professional suite install_______________
482
483
484Can download office office.unc.edu
485Office 365 Pro Plus
486
487Students can access office produts in heel mail/ online versions of office pro limited access to office
488can download and install office client through software site:
489
490go into site software.unc.edu
491office suite 2016
492click student option
493puts order in software aqutiosn they send link to users email
494link takes them to on the hub were they install office
495only gets one of them
496
497Faculty and staff **
498
499-have different options
500
501local IT can install office
502can come to walk in 
503they can install office pro plus office.unc.edu has upgrades 
504They Must uninstall any old office programs 1st and have to be migrated to office365 to use Pro plus
505
506_____________________________ outlook cached files______________________________________________________
507
508If outlook not sending email steps to fix-The web app is server side (heelmail.unc.edu)
509
5101st try to send email from the web version of office heelmail.unc.edu
511some times a user can send some times they cant
512try to send from outlook client
513if user cant- go to 
514
515-file explore-local disc C:- click windows-find hidden folders-click appdata-clike on users profile mail box-find ost files- rename
516on the end of the file .old1 on each one with different numebr on end
517deletes the cache
518-then create a new account 	
519do not delted the old one, go to control panel-find mail-add new account with users credentials
520set as default mailbox 
521
522
523_______________________________________________________MAC network printer issue ______________________
524
525
526Choose Apple menu > System Preferences, then click Printers & Scanners.
527
528Hold down the Control key as you click in the list at the left, then choose “Reset printing system” from the menu that appears.
529
530After you reset the printing system, the list of printers in Printers & Scanners preferences is empty.
531
532You can re-add any printers.
533
534
535____________________________________________________________FSU network id________________________
536
537is logged in using network ID to access computer 
538
539_______________________________________________________________setting up outlook client on mac
540
541Setting up in outlook 
542go to outlook- perferences- accounts- add account-onyen@ad.unc.edu in both slots-
543must make default remove old account
544
545_______________________________________________________connect carolina system access__________________________________________________
546
547
548Route to connect carolina cs- triage 
549
550
551
552
553_______________________________________________________________________________Connect carolina entering in lump sum payment awards_____________________________
554
555 Needs to know effective date, user works in SPA
556some are SPA, EPA and employees.
557User needs to know work period start and end date.
558
559Transfer to HR- not under the star symbol in genesis 
560
561________________________________________________________________________________COnference call numbers_________________
562
563User can be transfered to telecom for access to conference call numbers
564and or call the operator 
565if busy transfer to telecom
566-Number 962-2211
567
568
569__________________________________________________________________________________kill devil__________________________
570
571Must request access through onyen services for access,
572for help users can email research@email.unc.edu
573
574
575Contact information Verified?
576 
577Detailed Problem Description:
578
579Booting up her desktop computer users computer stays on the splash screen and will not boot up, has been doing this for a few days,
580user was out of town for a few days and when she came back in the office users computer would not boot.
581user states she never cuts computer off just logs off.
582
583 
584Troubleshooting Steps Taken:
585
586Had user hard reboot the computer, computer hasnt been able to update due to the fact she hasnt cut it off in some time or rebooted,
587so after the reboot user was able to login and access desktop. worked properly and had good speed.
588
589user is staff- womens basketball coach
590building- Capel
591room- 315
592floor- 3rd
593contact-910-672-1061
594
595730039228
596
597Printer cartrigage Peabody Hall
598floor 2nd
599type - select 
600
601
602________________________________________________________Sakai gradebook classic look_____________________
603
604
605so we currently have the new gradebook tool and the old gradebook classic tool available in Sakai
606she needs to go to site info > manage tools to add Gradebook Classic to her site
607you may want to let her know that Gradebook Classic will eventually no longer be supported by the Sakai Community and we will remove it from Sakai
608possibly in the Fall
609 
610
611____________________________________________________Med school email accounts information________________________________
612
613Med school employees and students have there own emails which are first_last@med.unc.edu (which is a alias) they may still be on exchange in which they login with there onyen
614and there onyen password.
615
616The @med.unc.edu is still just an alias to there onyen and unc email address
617
618
619
620______________________________________________________________Unoffical transcripts dating 10 years back______________________
621
622In connect carolina- under student center
623-user will click view internal transcript tab
624if transcript older then 10 years they must be verified by registrar.
625user will click on the tab get error to initiate the submission of the request, user must wait about 24  hours for the registrar to verify information.
626http://registrar.unc.edu/academic-services/transcripts-certifications/order-a-transcript/
627
628
629________________________________________________________________Incoming student creating onyen_______________________________
630
631
632If incoming student gets error message that her PID is not eligible for creating a onyen, have user foward the ticket to me
633and attach a screen shot to the ticket and then send ticket to connect carolina Admissions, keep ticket number and follow up on issue to see what the steps were to fix issue.
634
635
636
637
638
639
640___________________________________________________________________email issue with accessing heel mail_____________________
641
642Client's Problem Description:
643Can not access heel mail 
644
645Worklog:
646Verified Contact Information?
647
648
649Detailed Problem Description: 
650
651user cant access heel mail, user received error message, something went wrong, and user has issue with licencing, user was able to access a few days ago with no issues.
652
653
654Troubleshooting Steps Taken: 
655
656use is migrated to office 365 server, user is a student that will be active in the fall, onyen is active and working
657
658
659Does the issue you are reporting affect multiple users in your department?
660
661
662
663B. I am assigning this ticket to the  service desk tier 2 group because user will need further help to get resolved 
664
665_____________________________________________________________Phone set up for email- Android Exchange- server_____
666
667
668Server for exchange in mobile phone - outlook.unc.edu
669
670yes to wipe device message!
671
672
673
674___________________________________________________________________Connect Carolina/sakai grade assistance___________
675
676https://sakai.unc.edu/welcome/ 
677http://registrar.unc.edu/training/document-repository/grades-information/ 
678
679_____________________________________FSU PASSWORD METHOD__________________________________
680
681access through a web page: password.uncfsu.edu
682
683Next: on the right side of the page were it says sign in you will put your user name in( not the entire email address just the username)
684
685Next enter default password: FfMMDD!!
686
687So 1st initial for first name capital 2nd initial for last name lower case. 2 digits for month of birthday 2 digits for day of birthday then 2 exclamation points.
688then the security green letters at the bottom.
689
690
691________________________________________________________________CANT RECEIVE EMAILS BUT CAN SEND__________________________
692
693User may have been recently compromised and a fowarding email may have been left in account
694
695to remove 
696
697login to heel mail- go to spinning while top right hand corner- go to mail- click fowarding- delete fowarding email- hit stop fowarding- and save
698
699
700
701_______________________________________Secure w2 wont download error________________________
702
703If user just changed the password on there onyen account and did not update the password in the phone it wont download the app, the pop up to login will display on phone after password change
704change that and then download the applicaiton.
705
706______________________________________Email fowarding and rule change__________________________
707
708check fowarding rules in heelmail 
709-inbox and sweep rules 
710
711
712
713_________________________________To install vitrual lab for fake version of adobe pro Foxit_________________________________________
714
715https://virtuallab.unc.edu
716
717Foxit -is virual lab for access to software that is like adobe pro
718
719install the citrix reciever
720
721and install foxit
722
723-can be used for compressing pdf files.
724
725______________________________________Shared mailbox on Mac_______________office 2011______
726
727
728Try these steps for the shared mailbox in the client
729Outlook 2011 
730While logged in to Outlook select Tools and then Accounts. 
731In the Accounts window highlight your Microsoft Exchange account and select Advanced. 
732In the Advanced window select the Delegates tab. 
733Navigate to the People I am delegate for section. 
734Click Add or + button. 
735In the Select Users search field, enter the name of the shared mailbox and then click Find. 
736Highlight the mailbox name then click OK and OK to close all previous windows. 
737You will now have a permanent link to the shared mailbox in your mail folder hierarchy. 
738
739
740
741__________________________________________To zip and compress files on PC for immunizaiton forms___________________________
742
743compresss and zip files for connect carolina 
744http://download.cnet.com/WinZip-Mac/3000-2250_4-75326777.html
745
746install winzip for windows and then drag all files into winzip 
747upload on to connect carolina
748
749
750-Route connect carolina Cs- admissions 
751_______________________________________for new machines / windows 10_________________
752
753
754
755
756user UNC Support 
757[last 5 of serial + ianfj@1] 
758
759
760______________________________________Check for Admin privilages on a machine Windows__________________
761
762-Start-type administrator tools
763
764- Click computer management-click local users and groups drop down-click administrator 
765
766-make sure the users account is in there with domain/onyen
767
768-make sure they are under user in groups section as well. 
769
770
771________________________________________connect carolina image now___________________________________________
772
773CONNECTCAROLINA-IMAGENOW 
774
775http://ccinfo.unc.edu/files/2014/09/UsingTheImageNowClient.pdf 
776
777
778________________________________________Unchealth.unc.edu__________________________________
779
780hospital handles these email accounts.
781
782__________________________________Remove secure w2 profile form IPHone__________________________________
783
784User will need to go to settings click general tab- scroll to profile and delete
785user will then go back through wifi set process.
786
787
788
789______________________________________Jump Pro access ____________________________
790
791Application access is requested through software aquistion
792
793
794
795
796
797_______________________________________Mailing address for laptops_________________
798
799
800ITS Service Desk
801C/O House Undergraduate Library
802203 South Rd.
803UNC-CH
804Chapel Hill, NC 27599-3460 
805
806
807________________________________________________Exporting emails for user leaving campus__________
808
809
810
811http://help.unc.edu/help/how-to-export-your-email-to-a-pst-or-local-folder-in-microsoft-outlook/
812
813
814how to
815
816will create outlook data file-
817user can move emails or whole folders into outlook data file folder
818
819
820
821___________________________________________NAC agent_____________________________________________________________
822
823
824NAC top right hand corner should be a purple square with a white in in (NAC agent) 
825over on the hospital side they have to have the NAC agent installed for the wifi to run on a MAC
826the user will need to search in the spotlight tool for NAC agent
827The NAC agent must be running for the wifi to run- if not running click reconnect and then try to access wifi
828Doctors office 
829Connect Eduroam 1st put in credentials and then reconnect 
830
831
832___________________________________Call box issues___________________
833
834reference document on service desk home page 
835https://servicedesk.unc.edu/kb/emergency-call-box-problems/
836route to tele servces 
837
838
839__________________________Newly created list serve user cant see it in list________________________
840
841Task:
842
843Accessed self service
844had user access list manager 
845log in
846list administrator 
847reset password (sends email link)
848user logged in and could see and access her list serve 
849
850
851___________________________________Dashboard login____________________
852
853
8542-help@unc.edu
855
856
857______________________________________________________Parents proxy and authorized user access______________________________
858
859Proxy users cant access this site 
860https://unc.afford.com/
861unless they are autheroized 
862
863__________________________________Eligible CCI grant laptops_________________________________
864
865http://cci.unc.edu/
866Click on new student 
867click on Purchase at tech shop under 1st laptop displayed 
868its displays all eligible laptops.
869
870
871________________________________________ResNet Housing issues__________________
872ResNet-
873Help document -BAND- gives list of devices that does not work on the next work 
874Tvs need a qwa tuner to work with UNC cable tv
875Cable for housing uses catv cable
876Google brand of tv and check spect. To see if they have a qwa tuner on there tv
877Chrome cast does not work 
878Old Wii does not work with the network
879New Nintendos work
880Multiple user outages- network- send to network group or cable tv service desk for help
881No routers allowed
882In ticket include
883MAC address 
884IP Address
885NIT results -([http://nit.net.unc.edu)]http://nit.net.unc.edu) copy and paste entire results page in ticket
886Valid IP address at UNC is starts with 152.xx.xxx.xxx
887Package pick up
888Morrison hall_ Hinton James -spencer- Batey hill
889
890
891________________________PDF compression_________________________
892
893winzip
894winrar
8957-zip
896kjahfiyacry6stal
897
898___________________________________________Office suite install FSU_________________________________
899
900Personal machine- access this link - http://www.uncfsu.edu/itts/services 
901(for fsu faculty/staff who want to purchase office for home use)
902
903Fsu employees can access through SCCM on there machine which is the built in software center on there machine 
904
905___________________________________________List serv________________________
906
907Access by going to either 
908lists.unc.edu
909or by going to selfservice.unc.edu- listmanager- login- list adminitator-
910can see dash board for list
911if adding member as admin and password will not wrk or save
912remove the person and add back as admin
913also can look up user in list serve
914by going to self service- listmanager- postmaster- look up by name and name of list 
915
916
917______________________________________RDS virtual lab____________________________________________
918
919uncfsu\username
920network password
921
922
923______________________________Banrnes and noble assistance___________________
924
925Just direct the customer to the Barnes and Noble phone number:  (919) 962-5066 .  That ordering process belongs to Barnes and Noble now.
926For students
927
928
929
930_____________________________________Changing server Migrating to SMTP email service___________________________________
931
932If on MacMail-Outlook
933Do not have to change the server
934
935If on Thunderbird- Alpine 
936Server must be changed 
937
938The University is migrating the SMTP email service to Office 365 on August 30. Our records indicate that as of July 1 you were using the SMTP email service to send email. If you have switched to using Outlook recently you can disregard this message.
939To continue sending mail through your current email client, such as Thunderbird, for example, you will need to change your mail settings in your email application.  Please update the settings on your email client from smtp.unc.edu to smtp.office365.com and your username to youronyen@ad.unc.edu. You can make this change today.
940Please note that those who are sending on behalf of someone else i.e. using a mail alias will no longer be able to do so after this change is completed.
941Upcoming Communication 
942You will receive two more emails about this change to your UNC email. You will receive a reminder 1 week prior to August 30 and a reminder the day before the August 30 migration.
943Need Help?
944If you have any questions regarding this change, please contact your local IT staff or the ITS Service Desk at 919-962-HELP or help.unc.edu/servicedesk.
945Thank you,
946Office 365 Project Team
947
948
949___________________________________How to add users as instuctors table_____________________________________________________
950
951
952?????
953
954
955_____________________________________banned devices_____________________________
956
957https://help.unc.edu/help/banned-or-problematic-devices-on-the-residence-hall-network/
958
959
960___________________arabic course cant view video______________________________
961
962Removed pop up blocker
963install flash player 9
964copy and past in fire fox
965works best on fire fox 
966
967________________________________signature templete________________________________
968
969Kellen Noell
970ITS Service Desk
971Follow us on Twitter: https://twitter.com/uncservicedesk
972Like us on Facebook: https://www.facebook.com/uncservicedesk 
973
974
975
976_____________________________software install software acquistion_______________________
977
978Installation information often on software site 
979can be found after clicking on desired application
980user may need activation and install information documentation
981
982__________________________________Create PST file for outlook send mass emails_______________________________
983
984Make large amount of emails into a file to export to another email address
985
986-File - export/import - leave default - click next - outlook data file (.pst) - select destion of file - 
987
988________________________T drive fsu______________________
989
990User will need to access RDS to access T Drive on there own machine
991
992on campus they can log in to machine 
993and to to he file explorer to see there T Drive 
994
995Path for mapping: \\fsustorage.uncfsu.edu\home\username
996
997__Shared mailbox request__
998
999will need:
1000
1001OU-Organizational Unit
1002-Manger of mailbox
1003-Mailbox alias or name
1004
1005______________________________Convo with agent on ticket 000000003541469____________________________
1006
1007
1008
1009 
1010[?8/?29/?2017 1:42 PM] Scott, Dalton James: 
1011hey this is Dalton Scott from LCCC-IT
1012[?8/?29/?2017 1:42 PM] Noell, Kellen Charles: 
1013yes
1014hello
1015[?8/?29/?2017 1:43 PM] Scott, Dalton James: 
1016got a quick question on this Courtney Schaal ticket you guys just sent over
1017[?8/?29/?2017 1:43 PM] Noell, Kellen Charles: 
1018what is her PID
1019or onyen
10203541469[?8/?29/?2017 1:45 PM] Noell, Kellen Charles: 
1021ok yes she needs NAC installed we tried to do so but it would not prompt her to do so! 
1022its not on her machine
1023Machine was just installed she say!
1024[?8/?29/?2017 1:45 PM] Scott, Dalton James: 
1025that was where my question lies.  Did it fail to download a NAC installer or did the installer itself fail?
1026[?8/?29/?2017 1:47 PM] Noell, Kellen Charles: 
1027Nothing pertaining to NAC is on the machine, when i went to the documention on the help.med.unc.edu site and she was directed to connect to the network it says contact system admin, so it would not prompt her to begin the installation process, which is the reason i routed the ticket.
1028[?8/?29/?2017 1:48 PM] Scott, Dalton James: 
1029ok sounds good, thanks.  Do you happen to know if she's over in LCCC today or in Marsico?
1030[?8/?29/?2017 1:50 PM] Noell, Kellen Charles: 
1031Did not retrieve that information as to the direct building, But im assuming LCCC being her department was lineberger compr cancer center.
1032[?8/?29/?2017 1:50 PM] Scott, Dalton James: 
1033alright thanks. i'll take it from here. thanks for the info!
1034[?8/?29/?2017 1:51 PM] Noell, Kellen Charles: 
1035Not a problem have a good day 
1036
1037
1038
1039________________________________Unoffical transcripts before 2010__________________________
1040
1041After clicking to retrieve unoffical transcript
1042registar will get messsage
1043it will take 2 or 3 days before user can see transcrpt
1044or they can call registar 
1045
1046
1047_________________________________________________RDS ACCESS FSU______________________
1048
1049check email from ZO in important folder
1050new method of access 
1051
1052
1053_______________________________________________________Add and remove members shared mailbox_____________________
1054
1055Spoke with tier 2 user can add and remove members in
1056selfservice.unc.edu - click My ad groups - enter in shared mailbox name
1057
1058__________________________Duo set up_______________________________
1059
1060http://help.unc.edu/help/duo/
1061
1062___________________________One drive creation for group/ department__________________________________
1063
1064http://help.unc.edu/help/onedrive-for-groups-how-to-create-a-new-group/ 
1065
1066________________________________ubuyi key___________________________
1067
1068USB method to 2 step authenticate
1069user enters onyen password in 1st password bar
1070puts cursor in 2nd passcode bar 
1071puts finger on ubuyi key until password is generated and completed
1072
1073does not need to be set up on onyen services site
1074user will have key set up by IT department 
1075
1076
1077
1078_____________________________________Added to listserv non UNC affilate_______________
1079
1080[?10/?27/?2017 3:09 PM] Noell, Kellen Charles: 
1081Quick question, i have User which is a non UNC affiliate wants to be added to a particular list serve , are not affiliate individuals able to be added to list serves
1082[?10/?27/?2017 3:10 PM] Carlton, Lee: 
1083yea tell them to email owner-listname@listserv.unc.edu. 
1084
1085
1086_____________________________________check ask crystal
1087
1088https://nit.net.unc.edu/
1089
1090
1091_________________________________________________________Add users to connect carolina___________________________
1092
1093
1094[‎11/‎22/‎2017 12:55 PM] Bunitsky, Nick: 
1095Actually we do have that documentation! https://servicedesk.unc.edu/remedy-popup/connectcarolina-security/ 
1096To gain access to ConnectCarolina, users must fill out the appropriate access request form, have the form signed and turn in the form to their designated Access Request Coordinator.  There are three forms available, to be completed depending on the access you need.  You will find the latest versions of the forms on the InfoPorte Data Dictionary Documents page. 
1097[‎11/‎22/‎2017 12:57 PM] Bunitsky, Nick: 
1098Also, it looks like the access forms moved
1099Here is the new location: http://ccinfo.unc.edu/start-here/access/access-request-forms/ 
1100
1101
1102
1103
1104__________________________sakai course site_______________
1105
1106http://sakaitutorials.unc.edu/?Create_Your_Course_Site
1107
1108
1109
1110_________________________Get hippa training certificate_____________________
1111
1112
1113
1114
1115
1116https://www.med.unc.edu/security/hipaa/hipaa-train 
1117
1118
1119___________________PGP__________________________
1120
1121
1122User: computer name and UUID
1123
1124Bret 
1125Shawn
1126Christina
1127
1128______________________________check application status_____________________
1129
1130http://status.its.unc.edu/			
1131
1132____________________________MFA not eligible error______________
1133
1134
1135Tier 2 received a couple of tickets that a person was trying to enroll for MFA but received a message they were not eligible.  In both of these cases the person was affiliated with Kenan-Flaggler Business School (KFBS).  When I went to turn on MFA for them I received a message “Mailbox Not Found”.  I then checked in Self Service and as KFBS students they only have KFBS Exchange Account. 
1136
1137 
1138
1139This got me to thinking about this, I wanted to provide a check list if you will to help as we go through project.  We will have students, faculty, and staff that may be opting in early, before we actually flip the switch to make it mandatory. 
1140
1141 
1142
1143Opt-in Check List:
1144
1145 
1146
1147Does the person have an affiliation? What is the affiliation?
1148Does the person have an Office 365 account?
1149If both affiliation and office 365 account exists, then please send the ticket to Tier 2 so we may turn on MFA for the person.
1150 
1151
1152Note: 
1153
1154 
1155
1156If they are KFBS and only use KFBS Exchange account then they do not need to opt-in for MFA. 
1157If they use both Main Campus Office 365 account and KFBS Exchange account then only the Main Campus Office 365 account will use MFA.
1158
1159_______________________________________________Connect carolina routing- BSHD______________________________
1160
1161Listed below are key words to assist your team when transferring calls or assigning tickets to BSHD.  If an item doesn’t fall into any of these categories, tickets can still be assigned to CONNECTCAROLINA-HR/FINANCE-TRIAGE and Joey and I will route them to the correct queue.
1162 
1163Thanks,
1164Rhonda
1165 
1166 
1167Finance-
1168Budgets
1169ConnectCarolina Finance
1170Deposits
1171Duo
1172ePro
1173Finance access
1174General Ledger
1175InfoPorte
1176Journals
1177Payments (to vendors)
1178Purchasing
1179Terms of Use
1180Vouchers
1181 
1182HR-
1183Affiliate
1184Background check
1185Benefits
1186Budget Approver
1187ConnectCarolina HR
1188Duo
1189Employment eligibility
1190Employment verification
1191ePAR
1192Fund swap
1193Hire
1194Hiring manager
1195Hiring supervisor
1196HR
1197HR access
1198HR Approver
1199I-9
1200Job data
1201Job posting
1202Kronos
1203LawLogix
1204Lump sum
1205Lump sum payment
1206OHR
1207PAAT
1208Payroll
1209PeopleAdmin
1210Performance management
1211Position
1212Posting
1213Search Committee
1214Self service
1215Student Approver
1216Tax forms (W-4, NC-4)
1217W-2
1218Teletime
1219TIM
1220 
1221
1222________________________________adding outlook calendar to google calander_______________________
1223
1224
1225
1226 https://www.windowscentral.com/how-use-google-calendar-windows-10
1227
1228-access heelmail - click gear icon- click calendar- click calendar publishing - click shared permissions ( full details)-Save
1229-Copy ICS link - open google calendar - settings (gear) click- add calendar from URL- past link 
1230
1231
1232_________________________MED school POD hub live__________________
1233
1234The Med School POB Hub is now live!
1235 
1236All tickets concerning clients in the POB hub service areas should be assigned to SOMIT-CSSPOB.
1237The SOMIT-CSSPOB includes: Physician Office Building (POB), Family Medicine, & Radiation Oncology areas in the School of Medicine.
1238Since ticket assignment will be based on the client's building location, please make sure that you get the building location from the customer along with the other required ticket information that's listed in the remedy pop-up.
1239Please remember to use the Med School CTI in Remedy and follow the instructions accordingly.
1240
1241_________________________________SAS_____________________
1242
1243http://support.sas.com/documentation/installcenter/en/ikmvsbasicri/66597/PDF/default/setinit_basic.pdf
1244
1245
1246____________________________________Blocked IP address_________________
1247
1248https://help.unc.edu/2017/02/10/unable-to-access-service-due-to-security-block/
1249
1250_______________________________vpn failed to load perferences error__________
1251
1252Windows 10 - Instructions to reach hidden files.
1253
12541) Access the Control Panel
12552) Type "folder" into the search bar and select "File Explorer Options"
12563) Then, click on the View tab at the top of the window
12574) Under Advanced Settings, locate "Hidden files and folders..."
12585) Then, click on "Show hidden files, folders, and drives"
12595) Click on OK
12606) Hidden files will now be shown when performing searches in Windows Explorer
1261---
1262
1263Windows 7, 8, & 10
1264
12651)  Go to: C:\ProgramData\Cisco\CiscoAnyConnect Secure Mobility Client\Profile
12662)  Delete all the files in this folder
12673)  Go to: C:\Users\Username\AppData\Local\Cisco\Cisco AnyConnect Secure Mobility Client
12684)  Delete preferences.xml
12695)  Right click the Cisco icon in system tray and quit Cisco AnyConnect
12706)  Launch the VPN after deleting everything, put vpn.unc.edu
1271
1272________________________________________________Creating group for a user to add memebers and share content__________
1273
1274http://help.unc.edu/help/onedrive-for-groups-how-to-create-a-new-group/ 
1275
1276directions to create group 
1277alternative to creating shared folder and or email account 
1278
1279
1280____________________________update chrome flash player_________________
1281
1282chrome://components/
1283
1284find adobe flash player and click update 
1285
1286___________________________________Removing old website unc.edu/~onyen format_____________________
1287
1288
1289
1290
1291go.unc.edu/AFS
1292That is if the website is unc.edu/~onyen format.
1293
1294https://onyen.unc.edu/cgi-bin/unc_id/afs.pl
1295From the link above you can back up data and content on the website and then click pruge and it will began process of removing the website.
1296
1297__Find Banner ID FSU__
1298
1299hey, its broncoville and then 'view admission decision' on the right.  that has the banner id.  just had to remote into a machine to find it
1300
1301
1302_ Moving data in one drive__
1303
1304In the OWA you can only move 5G data to one drive at a time.
1305On the web client you can move up to 20GB at at time.
1306
1307Anything at or above will produce a error message being there is not enough data.
1308Help document on help.unc.edu
1309
1310
1311_grade change 
1312
1313https://registrar.unc.edu/academic-services/grades/grade-change-requests/grade-change-requests-changing-a-temporary-grade-ab-in-sp/
1314
1315
1316__Entering grades__
1317
1318-User cant approve grades/ one of the students grade fields greyed out
1319When you go to your faculty center and pull up the grade roster  - I think you are working with BUSI 405 - can you look at the Grade Roster Action center area and see if you can set the Approval Status to back to Not Reviewed? This should open the student's grade field back up. Once you are done with that you can set it back to Ready to Review and save again? Let me know how that goes. If you have trouble, let me know!
1320
1321
1322___Cant access connect carolina Compatibility issue virus protection__
1323
1324__Windows updates__
1325
1326-Network issues- Windows updates can corrupt drivers and which will make certian things not work or run correctly for example network adapters not working, you could disable and reable network adapter in device manager, and uninstall restart and the system will re install the drivers from the hard drive. drivers are stored in the hard drive 
1327
1328Hi Kellen,
1329Thanks for your help earlier. Just in case you and your colleagues encounter this issue again, it appears to be a compatibility issue between the current version of ConnectCarolina and the virus protection I use, Kaspersky. I was able to access my pay-stub by pausing my virus protection. It seems like other universities with similar platforms are aware of the issue: https://kb.northwestern.edu/page.php?id=77582
1330
1331__distirbution group__
1332
1333-user has a distribution group not a listserve 
1334-list serve will have @listserve.unc.edu
1335-user adds members to a distribution group in self service- my ad groups- onyen will appear- select group and click manage user adds users there.
1336
1337
1338__WarpWire video download __
1339
1340I'm looking into your question about WarpWire. If you have access to the settings on a particular video the video can be downloaded from that interface. Go to the video. Find the menu button "..."
1341Go to settings in the menu. Go to the bottom of settings where it says "download media." You can also copy the media from the menu to another WarpWire library.
1342
1343
1344__Giving user delegate access to email__ https://support.office.com/en-us/article/Share-your-calendar-in-Outlook-on-the-web-for-business-7ecef8ae-139c-40d9-bae2-a23977ee58d5?appver=OWB150
1345
1346-Go go your calendar- right click on your calendar on the left side of the screen- click properties- click permissions - if on windows computer user can give any type of permissions and access
1347- If on a Mac machine user that is receiving the permissions can only have owner persmissions and no default settigns can be changed 
1348-user can get delegate access threw heelmail by going to the calendar- click share type in users onyen you want access, click edit, change no default settings- user will get a email with calander access request 
1349-In outlook click - go to calender - right click on the calendars name and remove- add back right click on shared calendars and add calender- oepn shared calendar 
1350
1351_Error message__
1352
13531) No log on method allowed on this machine-(Means computer needs to be removed and added back to the AD domain)
1354
1355__
1356
1357__EPR and Denistry password reset__Remote desktop 
1358
1359-EPR- clilck Electronic Patient Records- log in with login number -click help top of screen - change password- select provider arrow- search name- verify 8 type matches (normal 7 from connect carolina) and one on the EPR passowrd change page(security questions)- change password  
1360
1361
1362-_Adding email to android mail app__(in settings user will need to press accounts and then accounts again to access add account)
1363
1364https://help.unc.edu/help/office-365-email-setup/
1365-when in manual set up - User Name: onyen@ad.unc.edu
1366Password: onyen password
1367Server: outlook.office365.com
1368Domain: ad\onyen@ad.unc.edu 
1369
1370-App password__
1371
13721)  Create an app password for thunderbird on your linux machine
13732) Use that password inside of thunderbird instead of your onyen password.
13743) Test that to make sure it works.
13754) Create an app password for your iPhone
13765) On the iPhone, in Settings/ Password and Accounts, delete your Office365 account.
13776 Recreate a new Outlook account using the app password you created for the iphone
1378
1379__Versions of outlook that do not work with MFA__
1380
1381-Outlook 2010
1382-outlook 2011
1383-outlook-2013 will have a few issues
1384
1385__Health care benifits__
1386
1387
1388As mentioned in the meeting, UNC Health Care employees use a different benefits system from main UNC campus. All benefits information for UNCH can be found at https://www.uncmedicalcenter.org/uncmc/about/human-resources/employee-benefits/, as well as the link to complete open enrollment. UNCH’s open enrollment has the same time period as ours, so we may see some calls about this.
1389
1390Also, if this video is from the original guest lectures. The created videos are stored on a media drive and held by past 114 instructors within your department. David Smith perhaps? I know this because I produced the videos. I no longer have copies however.
1391
1392I HAVE A PRINTING COMPANY THAT USES UNIQUE VINYL FABRICS TO CREATE AMAZING T-SHIRTS, HATS AND OTHER APPAREL. MY DESIGNS AND MATERIAL ARE RARE AND CONSISTENT CUSTOM PIECES. ALONG WITH APPAREL I CREATE VINYL WALL DESIGNS AS WELL AS CAR DECALS AS WELL. I HANDLE MY BUSINESS VERY PROFESSIONALLY AND MY VENDING SPACE IS SET UP AS SUCH. I BELIEVE THE ITEMS I CAN CREATE AT SUCH A EVENT WOULD BAE AMAZING! SAMPLES OF MY WORK CAN BE MADE AVAILABLE AS WELL. 
1393
1394__MED School DHCP registration__
1395
1396The School of Medicine has its own system for registering MAC addresses for DHCP. This system is separate from the main campus DHCP registration.
1397
1398Registrations on the main campus side will be copied over to the School of Medicine side, but the system only works one way. Registrations made on the med school system will not transfer to main campus.
1399
1400The School of Medicine tool can be found at https://www.med.unc.edu/cgi-bin/etc/network_device.cgi
1401
1402Registering a device for another user:
1403
14041) After signing in, click the “specified” button
1405
14062) Change the Onyen next to “user” to the Onyen of the user
1407
14083) Click “create_device”
1409
14104) All necessary information should pull from LDAP but data can be edited as needed
1411
14125) Enter your Onyen password next to “Authenticate” and click “save_device”
1413
14146) The next page will show a device ID with a link to manage NICs. Click “NICs”
1415
14167) To add a MAC address, check the “add” box and enter the MAC address in the middle field (any format will work)
1417
14188) Keep the type set as “pool”
1419
14209) Enter your Onyen password next to “Authenticate” and click “save_nic”
1421
142210) To add additional MAC address(es) for a given computer, repeat the process by clicking the “NICs” button again
1423
142411) The next page should give a message saying that a DHCP configuration has been updated and should be effective within ten to fifteen minutes.
1425
1426Registrations on the School of Medicine side go much faster than standard campus DHCP registration, normally being ready within 10 to 15 minutes of registering. 
1427
1428__Booking appointments at SASB North_
1429
1430Appointments at the SASB North location. Clients can find the appointment booking link at http://help.unc.edu > Walk-In Support > Book Appointment or you can provide the following URL to link them directly: http://bit.ly/SASBNorth. 
1431
1432__windows partition Still unable to get parallels to launch
1433
1434Troubleshooting steps taken:
1435- Reset SMC/PRAM
1436- Ran malwarebytes and CCleaner
1437- Ran system maintenance repair
1438- Ran first aid
1439- Parallels continues to crash immediately upon launch. Can open mounter files. 
1440- Parallels back up in time machine is too large to open because client does not have enough storage space
1441- Also noticed that the computer is a little sluggish
1442- Keyboard is not always responsive
1443
1444__Sakai Adding user as instuctor__
1445I see that you have accidentally removed yourself as an instructor for this site. You have not been added as a student. You were completely removed. I have added you back as an instructor. 
1446
1447In future, you could have asked Darryl Thompson to return you to the site as an instructor as his instructor privileges allow him to perform that function. That might have sped things up for you. Here are the instructions for how to do that:
1448
1449http://www.slideshare.net/TL_Interactive/add-participants-to-your-sakai-site 
1450
1451
1452__Med School HIPPA training__
1453
1454https://www.med.unc.edu/security/hipaa/hipaa-train/
1455
1456-Penalty box- Downloading torrent sites__
1457
1458Email and Phone Numbers. To report acceptable use problems at UNC-Chapel Hill, call 919-962-HELP or send email to: abuse@unc.edu. For issues involving copyrights or other policy concerns, call 919-445-9393 or send email to: copyright@unc.edu.
1459
1460
1461___Med school Hubs__
1462
1463SOM IT CENTRAL: MacNider, Bondurant, Berryhill, Area Health Education Centers (AHEC), Old Clinic, Old Infirmary, Brinkhous Bullitt, Burnett Womack, Genome Sciences, Med School Wings, Neurosciences Hospital, and Memorial, Children’s, and Women’s Hospitals
1464SOM IT POB: Physician Office Building (POB), Family Medicine, Rad Onc (Healthcare Cancer Center)
1465SOM IT LCCC: Lineberger Cancer Research Center (LCCC), Marsico Hall, Mary Ellen Jones (MEJ)
1466SOM IT MBRB: Thurston Bowles, Neurosciences Research (NRB), Medical BioMolecular Research (MBRB), Isaac Taylor, Glaxo
1467SOM IT BIOINFO: Bioinformatics, Genetic Medicine Research (GMB), EPA, Med Building B (thermal storage tank)
1468SOM IT REMOTE: All SOM personnel at off campus locations – see list of sites at https://servicedesk.unc.edu/kb/som-it-remote-hub-sites/
1469For ALL UNC Health Care (ISD) related incidents involving SoM affiliates, please assign a ticket to the appropriate SoM Remedy queue based on building location.