CaTS Remote Support Information

CaTS Help Desk Support

If you're able to log in to our Wright State systems, such as WINGS with your campus 'w' username and password, then you can chat with a CaTS Help Desk analyst via online chat for remote support. You can also call the CaTS Help Desk at 937-775-4827 for phone support; hours of operation can be found at https://www.wright.edu/information-technology/about/hours.


Remote Support Offerings

The CaTS Help Desk is moving toward a remote support model. CaTS will be utilizing ServiceNow, our online ticketing system for support options. You can also call the CaTS Help Desk at 937-775-4827 for phone support; hours of operation can be found at https://www.wright.edu/information-technology/about/hours.

Support options include:

  • ServiceNow incidents and requests
  • Remote chat with Help Desk technicians via the ServiceNow Support Portal (8 a.m.–5 p.m. Monday-Friday)
    *Remote chat will be disabled beginning Saturday, 8/22*
  • Email (helpdesk@wright.edu)
  • Leaving a voicemail at 937-775-4827 with as much information as possible, along with a contact number. You will be contacted by a Help Desk representative as quickly as possible during business hours (8 a.m.–5 p.m. Monday-Friday, Noon–6 p.m. Saturday and Sunday)
  • Calling the CaTS Help Desk at 937-775-4827 for phone support; hours of operation can be found at https://www.wright.edu/information-technology/about/hours

Important Note:

If you are having issues logging into or accessing any of your accounts, call the CaTS Help Desk at 937-775-4827;  hours of operation can be found at https://www.wright.edu/information-technology/about/hours


Student Laptop Checkout

It is our priority for students to be able to access their courses online.

Student laptop checkouts for Fall Semester are now available. Please fill out the following form to request a laptop for the Fall 2020 semester. Only students registered for the Fall 2020 semester are applicable.

CaTS has a limited supply of PC laptops, previously used in the Student Success Center classrooms, available for active students to check out. These laptops are available on a first-come, first-served basis. 

Laptop Specifications:

  • Windows 10 OS
  • Word
  • PowerPoint
  • Excel
  • Adobe Acrobat Reader

Adobe Creative Cloud Applications

Adobe Creative Cloud applications from Adobe are no longer free for personal computers.. 

Adobe Creative Cloud applications are available for purchase through http://wright.onthehub.com/

If you have any questions, call the CaTS Help Desk at 937-775-4827.


Remote Access Support for Faculty and Staff

CaTS has been working to provide solutions for remote/work from home situations if needed. The following covers different systems for remote access and collaboration, as a reference for university employees working off-campus.

Equipment for Online Courses

The following equipment is available for checkout through the CaTS Help Desk to help aid in online course facilitation:

  • Windows/Mac OS laptops
  • Microphones
  • Webcams

Your personal computer can also be used in conjunction with any Help Desk equipment you have checked out. If you have any questions about other equipment available for checkout from the CaTS Help Desk, please contact us at 937-775-4827, or helpdesk@wright.edu

**Important Note:**
CaTS distribution of this equipment is limited to the following times:

  • Tuesdays: 11 a.m.–1 p.m.
  • Wednesdays: 11 a.m.–1 p.m.
  • Thursdays: 2 p.m.–4 p.m.

Distribution is currently in the basement lobby of Millett Hall. Please enter from the doors located adjacent to Lot 11. If you are unsure where Lot 11 is located, visit wright.edu/maps.

Collaboration on Non-Sensitive Business Documents Not Stored on Network Drives

https://www.wright.edu/information-technology/services/office-365-overview

  • SharePoint Sites: SharePoint Sites are online communities used to support university organizations, projects, and other Wright State-related functions. You can share files, calendars, and other important non-sensitive information with any other members of the site.
  • OneDrive for Business: OneDrive for Business is a Microsoft online service that provides resources for file storage, collaboration, and communication within the Office 365 system.
  • Microsoft Teams: Teams brings together people, conversations, and content—along with the tools that teams need—so they can easily collaborate to achieve more.

Facilitation of Business Meetings

https://www.wright.edu/information-technology/services/cisco-webex-meeting-center

  • Cisco Webex Meeting Center: Webex is an all in one web conferencing tool that allows you to be more productive and have engaging web meetings. Webex allows you to host and attend meetings with chats, note-taking, polls, screen and file sharing, and audio/video.

Accessing Sensitive Data and Websites From Off-Campus

http://www.wright.edu/information-technology/services/virtual-desktop-infrastructure-vdi

  • Virtual Desktop Infrastructure (VDI Desktops): VDIs require two-factor authentication, and are most appropriately used for individuals who routinely access sensitive data such as Social Security numbers, health care information (HIPAA), bank account information, etc. Network storage drives (H, K, and R drives) can easily be accessed via the virtual environment.
    VDIs are not recommended for distance instruction

Accessing Non-Sensitive Documents on Network Storage Drives

https://www.wright.edu/information-technology/security/access-your-network-files-from-your-home-computer

  • Wright State Virtual Private Network (VPN): All faculty and staff have access to VPN, allowing them to access the network storage drives (H, K, and R drives). There’s no need to request special access to use VPN, however, you will need to install the Cisco AnyConnect Secure Mobility Client, and log in with your campus ‘w’ username and password.

Call Forwarding Information From Campus Phones

*Call forwarding cannot be turned off remotely*

Unified Messaging (Voicemail to Email)

Unified messaging is the ability to have voicemail sent to your email as an audio file. When someone leaves a voicemail at your campus extension, unified messaging will capture the audio and send the file to your campus email address. There is no charge for this service; you can request unified messaging by clicking on the button below.

Important Note: You can NOT have both unified messaging and call forwarding both set up; you will need to determine the best way to receive phone calls and voicemails between this and the following options.

Forwarding Options

There are two styles of call forwarding:

  • Direct Forwarding - When someone calls your campus phone, the call goes straight to the forwarded number. You will NOT hear your desk phone ring. 
  • Forward Don't Answer - When someone calls you, you will have approximately 4-5 rings to answer the call before it goes to the forwarded number.

Forwarding Your Desk Phone to Voicemail

Please cancel all forwarding before attempting to forward your desk phone. You must forward your desk phone to voicemail in order for your callers to leave a voicemail message.

  • Direct Forward - Pick up the handset, enter *5, enter 1010, hang up the handset.
  • Cancel Direct Forward - Pick up the handset, enter *6, hang up the handset.
     
  • Forward Don't Answer - Pick up the handset, enter *7, enter 1010, hang up the handset.
  • Cancel Forward Don't Answer - Pick up the handset, enter *8, hang up the handset.

Forwarding Your Desk Phone to an Outside Line

Please cancel all forwarding before attempting to forward your desk phone. Any forwarding to a long-distance line will be on a temporary basis only and will be canceled after the Coronavirus restrictions are lifted.

  • Direct Forward - Pick up the handset, enter *5, enter 9, area code, outside line number (if it is a long-distance number, enter 9, 1, area code, outside line number), hang up the handset.
  • Cancel Direct Forward - Pick up the handset, enter *6, hang up the handset. 
     
  • Forward Don't Answer - Pick up the handset, enter *7, enter 9, area code, outside line number (if it is long distance enter 9, 1, area code, outside line number), hang up the handset.
  • Cancel Forward Don't Answer - Pick up the handset, enter *8, hang up the handset.

Accessing Voicemail

From Off-Campus: 

  • Option 1 - Dial 937-775-1010. When voicemail answers, enter your mailbox number/extension). When you start to hear your voicemail greeting, enter *, followed by your passcode. 
  • Option 2 - Dial 937-775-#### (your mailbox number/extension). When you hear your voicemail greeting, enter *, followed by your passcode. 

From Your Desk: 

  • Option 1 - Dial the main voicemail number 1010, enter your passcode.
  • Option 2 - From someone else's desk - Dial the main voicemail number 1010, enter *, enter your mailbox number, enter * again, and enter your passcode. 

Remote Security Practices

CaTS understands that many faculty and staff have been, or will be, working remotely during these difficult times. Ideally, all university business should be conducted on a university-owned computer. However, during the current crisis that isn't always possible or realistic. If you must use a personally-owned computer, please keep the following in mind:

  • Make certain you have up-to-date antivirus software installed on your computer
  • Keep your system up-to-date by installing operating system updates
  • NEVER save university data locally
  • If you routinely deal with sensitive data, use VDI (Virtual Desktop Infrastructure) rather than VPN

Help Desk Hours of Operation

Our current, up to date hours of operation can be found at https://www.wright.edu/information-technology/about/hours.


Questions?

If you have any questions, please contact the CaTS Help Desk at helpdesk@wright.edu. We appreciate your patience at this time and remain committed to providing support to all members of the university community.