Student Life Support Hub

Environment

Student Life, Housing, Dining, Unions, ITS, MiWorkspace

Issue

Central listing of all applications and devices supported by Student Life Technology Solutions (SLTS) and the escalation and support information for the SLTS organization.

Resolution

Context

SLTS primarily uses the SL Client instance of TeamDynamix (TDX) and maintains a list of relevant support KBs there.  This hub article is designed to provide outside units with direct access to those resources.  Additionally, this hub article will give an overview of when and how escalations should be made to SLTS.

Routing to SLTS

The Student Life organization is a current subscriber of the ITS MiWorkspace service.  Accordingly, SLTS serves a specialized support role for certain non-MiWorkspace services and systems and does not maintain a general service center for customers.  A collaboration Slack channel is maintained between the ITS Service Center and SLTS to answer questions and provide general guidance for Student Life-specific workflows, but this channel should not be used to generate work requests.

All customers in Student Life units, including Housing and MDining, should be directed to contact the ITS Service Center at 734-764-4357 (4-HELP) for initial troubleshooting.  Any issue covered by MiWorkspace should be handled by the relevant MiWorkspace team, most commonly Neighborhood IT (NIT).

The ITS Service Center and other help desks can contact the SLTS office Monday-Friday from 8am-5pm for assistance, but customers should not be provided with our direct phone number. This is considered an internal number and should NOT be given out to customers unless prior approval is given from SLTS leadership.  This phone number is not monitored outside of the aforementioned timeframe.  Additionally, SLTS staff no longer accepts warm hand-offs from any organization's help desk staff.  Team Dynamix incident and request tickets can be routed to SLTS directly via Actions -> Move To Application -> To SL.

After Hours Support

In case of emergencies that occur outside standard working hours, SLTS maintains an On-Call service for a limited number of systems (listed here).  If an issue affects an item on this list, support teams can contact hito-pager@umich.edu.  This is the On-Call contact and is always monitored by SLTS staff during non-business hours.

Note:  the majority of issues and workflows managed by SLTS are non-critical and do not require immediate attention, so this should not be used unless an incident is of sufficient severity.  An example of this distinction would be a handful of card readers failing throughout a given building, which should have a ticket created and routed to SLTS for follow-up the next business day, whereas ALL card readers failing in a given building should be escalated to On-Call support ASAP.

Applications

The following is a list of all software currently supported by SLTS.  KB articles, when available, are hyperlinked to the application name.
 

Hardware

SLTS only supports a portion of hardware issues for Student Life units, with other teams handling certain workflows.  For a given ticket, the responsible group will vary depending on the nature of the issue.

Student Life Classroom & Multipurpose Room (MPR) Support
Supported by LSA IT and SLTS.

Digital Signage - Basic Troubleshooting
Supported by a combination of ITS Digital Signage, SLTS, and individual unit liaisons.

Housing Card Reader Support
Supported by a combination of DPSS, Facilities, and SLTS.

KABA Time Clock Overview
Supported by a combination of Student Life Payroll, ITS, and SLTS.

Onity Kiosk Overview
Supported by a combination of ITS, DPSS, Community Center staff, and SLTS.

Point of Sale (PoS) - Basic Troubleshooting
Supported by Merchant Services and SLTS.

SenSource Patron Counter Support
Supported by SLTS.

Xfinity On Campus Support
Supported by the Housing Information Office (HIO), not SLTS.

Additional Information

The housing department maintains a non-technical Knowledge Base on its website, with the audience focus being the students themselves.  It focuses on answering questions related to life on campus and only provides very basic guidance on technology-related issues.  This Knowledge Base can be found here.

Remote Desktop:  sl-rd01.adsroot.itcs.umich.edu - a single-profile server that has SLTS software installed such as FoodServices, EMS, and Eventmaster.  A guide for how to access it can be found here.

Common Housing Issues

• Issues in student rooms:
  • Neither SLTS nor Neighborhood IT troubleshoot issues in student rooms.
     
  • ITS Service Center should first work with the student to validate there’s a network wiring problem and not a configuration issue before escalating to ITS Infrastructure for a technician to work on the wiring problem.
     
  • ITS User Advocate is responsible for following up on DMCA & other IIA vulnerability notices. The User Advocate can work directly with UMNet to identify users and network ports to perform the appropriate follow-up.
     
  • ITS Infrastructure is responsible for wireless and wired connections in student rooms. They are the network administrators and run the registration system. When connecting a device to a room network, each resident must register the device using their uniqname and provide the MAC address of the device to be registered. Instructions for how to do this can be found here.
     
    • In the rare case where it’s determined that a user has set up their own router or wireless access point to try and bypass MWireless restrictions, ITS should inform the user that this is not allowed and redirect them to MSetup.
       
  • For the most part, SLTS does not need to be engaged to resolve any of these issues. ITS Infrastructure and ITS User Advocate can escalate to SLTS for facilitating discussions between students and Housing Leadership staff regarding best practices and procedures.
     
  • A general outline of best practices and troubleshooting guides for housing networking concerns can be found here.
     
• Meal Plans
  • If a student has an issue with their meal plan they should be directed to contact Michigan Dining via mealplans@umich.edu.
     
• Facilities issues in Housing buildings should be directed to FIXIT or the building's facility manager. For non-Housing buildings in which Housing staff are located, they can contact the Facilities Service Center (formerly POCC) at 734-647-2059 or the building's facility manager.
   
• Housing Building Access & Security Camera Issues
  • All problem reports regarding security systems in Housing should be routed to dpss-safety-security@umich.edu. Camera names must be provided.
  • Inquiries for building access can be submitted via this form.  When doing so, the following information must be included:  staff name, uniqname, UMID, start date, and access end date.
     
• WISE (Women in Science and Engineering) in Mosher-Jordan and the Residential College (RC) in East Quad are supported by LSA IT.  Other living-learning programs are supported by SLTS.  All computer hardware is managed and supported by MiWorkspace and problems should be routed to a given location’s Neighborhood IT (NIT) team.
   
• Printing Consumables for LaserJet printers:  Xerox and HP are managed by each individual Department. Consumables for inkjet printers are ordered and installed by the Department unless the unit pays a vendor for installation services.
   
• Onboarding and Offboarding:  AD groups for Student Life-specific resources are managed by SLTS.
   
• Tickets for AV equipment issues in all Student Life buildings should be routed to SLTS. This includes all MDining-affiliated locations and public areas of residence halls, including conference rooms in residence halls.
   
• Issues with Conference Programmer/IRIS - this software is part of the base Housing build (Windows) and issues with connections are supported by ITS Neighborhood IT.  The Conference and Event Services team is equipped to grant access to users.  A troubleshooting guide can be found here.

ResComp

Each residence hall has a common computing environment and there are posted notices to contact 4-HELP for assistance:

• Regions with projectors and/or rooms outfitted with equipment are supported by SLTS, and TDX tickets can be assigned to the SL-Hub
   
• Instructional documentation for how to use equipment is located on the website [coming soon]

Shared Computers

There are communal computers in every Student Life department.  This includes computers for use by individual users as well as unit-specific infrastructure.  Examples of this latter type include:

• Breakroom computers (Dining and Facilities AFSCME staff)
• CO Sensor
• Digital Signage;  managed a combination of ITS, SLTS, and unit liaisons
• M-Card print stations;  located in Housing Information Office (HIO)
• Onity Kiosk (resident and staff facing):  are on a MiWorkspace Kiosk image
• Residence Hall Association (RHA) office computers
• Systems with serial peripherals (XPP and Encoders);  located in Community Centers
• WCBN workstations

Housing Contacts

The housing directory can be found here.

University Housing
Housing Information Office (HIO)
1011 Student Activities Building (SAB)
515 E. Jefferson St
Ann Arbor, MI 48109-1316
t: 734.763.3164

Housing Administration
G240 West Quad (WQ)
541 Thompson St
Ann Arbor, MI 48109-1360
t: 734.647.3048

Housing Billing Office
1011 Student Activities Building (SAB)
515 E. Jefferson St
Ann Arbor, MI 48109-1316
t: 734.763.3522

Student Life Drive Mappings

The following is a list of the most commonly used drive mappings affiliated with Student Life.  This is not a comprehensive list. 

ITS teams (most commonly Neighborhood IT) should be able to provision the Active Directory groups needed to map these network drives.  The main exception being UUIS drives, which require SLTS to provision.

Additionally, some network drives share the same default drive letter; be sure to double-check the UNC path before copying.

• G:
  • macOS:    smb://hsg-shared.m.storage.umich.edu/hsg-shared/DATA/Graphics
  • Windows:    \\hsg-shared.m.storage.umich.edu\hsg-shared\DATA\Graphics
     
• I:
  • macOS:    smb://rec-shared.m.storage.umich.edu/rec-shared/IMs
  • Windows:   \\rec-shared.m.storage.umich.edu\rec-shared\IMs
     
• K:
  • macOS:    smb://hsg-shared.m.storage.umich.edu/hsg-shared/DATA
  • Windows:    \\hsg-shared.m.storage.umich.edu\hsg-shared\DATA
     
• N:
  • macOS:    smb://hsg-shared.m.storage.umich.edu/hsg-shared/EventMaster
  • Windows:    \\hsg-shared.m.storage.umich.edu\hsg-shared\EventMaster
     
• O:
  • Student Life
    • macOS:    smb://hsg-shared.m.storage.umich.edu/hsg-shared/ImageNow
    • Windows:    \\hsg-shared.m.storage.umich.edu\hsg-shared\ImageNow
       
  • Rec Sports
    • macOS:    smb://rec-shared.m.storage.umich.edu/rec-shared/Adventure Leadership
    • Windows:    \\rec-shared.m.storage.umich.edu\rec-shared\Adventure Leadership
       
• R:
  • macOS:    smb://rec-shared.m.storage.umich.edu/rec-shared
  • Windows:    \\rec-shared.m.storage.umich.edu\rec-shared
     
• S:
  • Student Life
    • macOS:    smb://hsg-shared.m.storage.umich.edu/hsg-shared/Software
    • Windows:    \\hsg-shared.m.storage.umich.edu\hsg-shared\Software
       
  • Career Center
    • macOS:    smb://careercenter-shared.m.storage.umich.edu/careercenter-shared
    • Windows:     \\careercenter-shared.m.storage.umich.edu\careercenter-shared
       
  • UHC (formerly UHS)
    • macOS:    smb://uhs-shared.m.storage.umich.edu/uhs-shared/Groups
    • Windows:     \\uhs-shared.m.storage.umich.edu\uhs-shared\Groups
       
• W:
  • macOS:    smb://FIN-EVPF.m.storage.umich.edu/FIN-EVPF/BF-BUSFIN
  • Windows:    \\FIN-EVPF.m.storage.umich.edu\FIN-EVPF\BF-BUSFIN
     
  • macOS:    smb://FIN-EVPF.m.storage.umich.edu/FIN-EVPF/BF-BUSFIN/mcard-hbs
  • Windows:    \\FIN-EVPF.m.storage.umich.edu\FIN-EVPF\BF-BUSFIN\mcard-hbs
     
• U:
  Note:  this requires a home folder for the user to be created by ITS first.  This can be done by ITS Service Center and Neighborhood IT staff via the Home Folder Prepper (HFP) utility.
  • macOS:    smb://hsg-users.m.storage.umich.edu/hsg-users/HomeFolders/
  • Windows:    \\hsg-users.m.storage.umich.edu\hsg-users\HomeFolders\
     
• Z:
  • macOS:    smb://rec-shared.m.storage.umich.edu/rec-shared/Users/OARC
  • Windows:     \\rec-shared.m.storage.umich.edu\rec-shared\Users\OARC