CaTS Blog

2017 Customer Satisfaction Survey Results

Thursday, October 26, 2017

Wright State Community Member,

I want to thank everyone who participated in the CaTS 2017 Satisfaction Survey conducted in the Spring Semester. We are continuously looking for ways to improve our services, and your feedback is crucial in helping us set our goals for the future. 

You can view the full results of the survey here:

Survey Statistics

  • Surveys Completed: 897
  • Overall Customer Satisfaction among faculty and staff rose from 91% (2016) to 95% (2017)
  • Overall Customer Satisfaction rose from 84% (2016) to 85% (2017)
  • Customer Satisfaction among students fell from 74.69% (2016) to 63.38% (2017)

Survey Themes

This year we identified five themes when reviewing the comments and requests given in the survey responses:

  1. Theme: Create a 'No Talking' Lab
    Action Taken: 003 University Hall has been converted into a completely silent computer lab containing four workstations, two of which are in individual offices. This lab is open 24/7, but requires using your Wright1 Card to swipe in. 
  2. Theme: Shorten the Help Desk Phone Prompt
    Action Taken: The Help Desk has reduced the initial phone prompt length from 45 seconds down to 6 seconds. The reduction in time allows callers who are contacting the Help Desk to speak to a live technician more quickly without having to wait through an automated message. Callers no longer need to select a number for a specific service, as all calls connect directly to a Help Desk analyst.
  3. Theme: Improve Wireless Connectivity for Students
    Action Taken: In the coming weeks, CaTS will be sending a survey to all Wright State students. This survey will focus on wireless connectivity in academic buildings and residence halls on campus. This feedback will help us identify the potential areas for improvement. 
  4. Theme: Offer More Technical Training for Faculty and Staff
    Action Taken: The Technical Training team has started developing several new training sessions. These sessions include: Qualtrics, Banner 9 Admin General Navigation, Getting Started with Excel, and Getting Started with Adobe Acrobat. Training will be offered beginning in the fourth quarter of 2017. To view a list of workshops currently available, visit our IT Workshops website. For additional training requests, including one-on-one sessions, email
  5. Theme: Improve Apple Support for Faculty and Staff
    Action Taken: In the last 12 months, several technical support staff in CaTS were trained and became certified Apple Support Specialists. CaTS has also implemented Casper, a product that allows for self-service software downloads for university-owned Apple devices. For more information on Casper, visit

Thank you again for your feedback on this year's survey.

Craig Woolley
Chief Information Officer

Banner Maintenance for 10/22/17

Thursday, October 19, 2017

CaTS will be conducting maintenance on the Banner system during the date and time listed below:

Date: Sunday, October 22, 2017
Time: 6 a.m. – 2 p.m.

During this time, CaTS will be updating core Banner modules that will address bug fixes, meet financial aid regulatory requirements and meet prerequisites for Banner 9.

Access to all Banner-related services will be unavailable, including the following:

  • WINGS Express
  • Banner Admin
  • Wright1 Card Services
  • TouchNet
  • Parking Services
  • WrightBuy
  • Xtender
  • DARS/Uachieve

If you have questions regarding this maintenance, contact the CaTS Help Desk at (937) 775-4827, or send an email to

Banner 9 Update for October 2017

Friday, October 6, 2017

The CaTS Banner 9 development team has been working hard the last few months on getting Banner 9 ready for use by the university. See below for the latest updates and preliminary timelines for this important upgrade.


  • A Banner 9 kickoff presentation and open house was held on August 3. All Banner Administrative users were invited for live demos, discussions, and an introductory presentation by Craig Woolley.
  • Banner 9 FACT sub-teams have been formed and are meeting on a regular basis. These teams have been doing extensive testing of Banner 9 Administrative pages. Sub-teams represent the following functional areas: Advancement, Admissions, AR, Finance, Financial Aid, HR/Payroll/Budget Planning, and Student.
  • An information table about the Banner 9 upgrade was setup at the CaTS Tech Fair on October 4. There was also a live demo of Banner 9 navigation for the administrative applications and a sneak peek at the Banner 9 Self-Service applications.
  • Training and documentation for Banner 9 Admin is currently being developed in CaTS. Training sessions for Banner 9 Admin navigation will be announced soon.

Preliminary Timeline for Upgrade

  • End of October - Testing of Banner 9 Administrative pages to be completed.
  • Mid-November: Soft rollout of Banner 9 Admin in production to a core group of functional administrative users. During this time, Banner 9 Admin and Banner 8 Admin will run in parallel.
  • End of 2017 - Rollout of Banner 9 Admin in production to the rest of the campus. Banner 8 Admin and Banner 9 Admin will continue to run in parallel for a short period of time until we are certain that Banner 9 Admin does not have any critical issues.


Phishing Scam Notice 9/6/17

Wednesday, September 6, 2017

The Help Desk was recently notified of a phishing scam targeting Wright State students, faculty, and staff. This specific email asks the reader to reply to an email with the words "Reply Test" in order to make sure their email is working properly. If you have received this email, do not reply and delete the message immediately. If you have questions about this phishing scam, please contact the CaTS Help Desk at (937) 775-4827.

For more information about phishing scams and how to spot them, see below.


*What are phishing scams?*

  • Phishing scams are emails designed to trick you into sending an unknown third party your account information or other personal or financial information.
  • These emails may look like they’re coming from Wright State, CaTS, your bank or credit card issuer, or any other institution you do business with.


*How can you avoid phishing scams?*

  • Remember that CaTS, WSU, and other reputable businesses WILL NEVER ask you for any personal information, such as your username and password, via email.
  • Never respond to a suspicious email or click links in those emails.
  • Don’t give out your personal information to anyone via email.
  • Don’t download attachments from an email unless you trust the sender.


If you receive an email and are unsure if the message is a scam, feel free to contact the CaTS Help Desk at (937) 775-4827. We can help you determine whether the email you received is real or not.

Using Shared Directories Between Departments

Wednesday, August 30, 2017

Many campus departments have established restricted network directories called the R drive among each other to facilitate the sharing of documents. If you are using a restricted directory, here are some important tips to more effectively share files between departments. 

  1. Only individuals given rights to the directories are able to see the contents of the directory. Contact CaTS should you need to add or remove individual access rights.
  2. Sharing documents between departments can be accomplished by either:
    1. Saving an original document to the shared directory.
    2. If you need to move an existing file, copying and pasting the document into the shared directory. View an instructional video here:

Dragging and dropping documents, or moving them, from one directory into another will result in the document not being visible to those users who do not have rights to both directories. This occurs because the document retains the file permissions of the original directory.

For questions about sharing documents using the R drive, or to add/remove access, contact the CaTS Help Desk at (937) 775-4827, or email


Self-Service Software for University-owned Macs

Monday, August 14, 2017

CaTS is excited to announce that a new software installation process called Casper is now available. This self-service application offers you the ability to download commonly used software programs for your University-owned Mac, at no cost to you!

Windows Users: Software Center is currently available to you for self-service software installations. To read more about Software Center, visit:

Using Casper
To install university provided software, you must first enroll your Mac into Casper. For enrollment and installation instructions, visit:

Benefits of Casper

  • Allows for self-service software installations, with no need to wait for a Help Desk technician.
  • Install up-to-date versions of available software at no cost to you.
  • Allows CaTS to report usage of software to optimize licensing costs.
  • Self Service portal to manage your software, as well as learn about and access other services offered by CaTS.

Software Available Through Casper

  • Adobe Acrobat Pro DC
  • Adobe Creative Cloud (Photoshop, Illustrator, Premiere, etc.)
  • Camtasia
  • Cisco AnyConnect VPN
  • FileMaker Pro 15 (Boonshoft School of Medicine Only)
  • Mathematica
  • MatLab
  • Microsoft Office 2016
  • OneDrive for Business
  • Skype for Business
  • SPSS
  • System Center Endpoint Protection

CaTS will continue to add additional software packages, so remember to log in to Casper in the future to check out what's new!
If you have questions about Casper, contact the Help Desk at (937) 775-4827, or email

Home Base Information

Thursday, August 3, 2017

Beginning August 8th, the Home Base walk-in location will move to the CaTS Help Desk in 025 Library Annex.

This change will provide you with a more simplified way of accessing technical support for all of your personal and university needs!

As a reminder, CaTS Home Base offers advanced technical support for the personal computer needs of Wright State members, including free virus scans and system troubleshooting. Visit our Home Base website for an in-depth list of available services.

For hours of operation, visit our Location and Hours website. For questions, call the Help Desk at (937) 775-4827 or email

Banner 9 Upgrade Coming Soon!

Tuesday, July 25, 2017

Wright State Faculty and Staff,

Wright State is commencing the upgrade to Banner 9. This new release delivers a number of important enhancements, including a modern user interface, enhanced navigation and process management tools, and new functionality across the student, HR and finance functions. It will also give us greater flexibility as we’ll be able to run Banner on any browser and on tablets.

With any system upgrade, we know that people often grow concerned over what will change, and we have been working closely with our partner, Ellucian, to understand and anticipate those changes. To date, most of the feedback that other institutions have provided indicates that getting used to the new interface and navigation takes minimal effort. To date, hundreds of Banner customers have already upgraded or are in the process of upgrading, and we will be able to share experiences across the Banner community as we roll out Banner 9 here. 

Our team plans to begin the move to Banner 9 by upgrading the various administrative modules in a phased approach. We will start this project in July 2017 and we are targeting completion for October 2018. We will be reaching out to the functional areas to coordinate for system testing and training as we work to complete the overall project schedule. Because we are upgrading the administrative modules, there will be little to no impact on our students.

To see what’s coming check out these quick videos (registration is required):

Here are some additional resources to help you learn more about what’s coming in Banner 9:

We will be keeping you informed of our progress through our Banner 9 website, as well as through open discussions with your team, and we welcome your involvement as a part of this initiative. If you have any questions or concerns, I'd be happy to discuss them with you. Please contact me at (937) 775-4008, or

CaTS System Maintenance for 7/30/17

Monday, July 24, 2017

CaTS will be conducting system maintenance on Sunday, July 30, from 6 - 10 a.m. During this time access to all Banner-related services will be unavailable, including the following:

  • WINGS Express
  • Banner Admin
  • Wright1 Card Services
  • TouchNet
  • TK20
  • Parking Services
  • WrightBuy
  • Xtender
  • DARS

This upgrade is taking place in order to provide more security for Banner and also to better position the university for a transition to the Banner 9 platform.

If you have any questions concerning this maintenance, please contact the CaTS Help Desk at (937) 775-4827, or send an email to

Transmitting Sensitive Data

Wednesday, July 5, 2017

Documents containing sensitive data should not be scanned to email on Wright State University printers or copiers. Email is not considered a safe method to transfer sensitive data containing information like social security numbers or credit card information.

DO NOT send sensitive information via scanned documents through email.

  • Sensitive information could include student, faculty, and staff UID information, grades, credit card numbers, Social Security numbers, passport information, etc.
  • Your personal information sent through email to HR, Payroll, or other departments on campus
  • Email is not a secure method of sending or storing sensitive information

DO use File Locker as an alternative.

  • Download the document you need to submit to your H:// drive
  • Fill out the document and save changes
  • Login to using your campus username and password
  • Upload the document to FileLocker
  • FileLocker can be used to securely share and request files and data
  • FileLocker works with people from both inside and outside of WSU
  • The recipient of the file you share will receive an email notifying them a file has been shared with them
  • For more information about FileLocker, visit

Important Information

  • Scanning to Network K:// and R:// drives is a safe way to store and save sensitive data
  • Drop off sensitive data to the department it needs to be delivered to
  • Read more about campus Xerox printers on the Campus Auxiliary and Business Services website 

If you have questions about printing, scanning, or what kind of documents are considered sensitive data, contact the CaTS Help Desk at (937) 775-4827, or email