Body
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.
Name |
Description |
Accommodate |
Case management software used by Services for Students with Disabilities (SSD) to track and provide accommodations to students |
Advent Catering |
Custom application for accepting and processing catering orders; API feeds supplied to the Michigan Mobile App |
Advent Dining |
Custom application for Dining Printed Menu Generation; API feeds for menu data supplied to Michigan Mobile App and the Michigan Dining website |
Advocate |
Conduct system used by the Office of Student Conflict Resolution (OSCR) in conjunction with the Housing department. Access is maintained by unit liaisons; SLTS Web & Apps assists with data integrations only. |
AutoCAD |
For computer-aided design and drafting; Student Life uses this for multi-year maintenance contracts |
BackTrack File Hawk |
Used by the University Health Service (UHS) Records office for physical file storage check-in/checkout/location |
Bartender Pro |
A desktop application used for generating price tags for retail shelves |
CAP 2020 |
Space planning solution that enables licensed staff to plan and visualize spaces with the help of AutoCAD integration, custom catalogs, automation tools, and more |
CollegePads |
|
Continuum |
Storing eye exam info/images for people coming to UHS Eye Clinic |
CP Iris |
Conference Management Application (CRM) |
Crestron Fusion |
Monitoring and scheduling software used to control AV environments, including room schedulers |
CSGold |
Used for the management of meal plans and card readers related to building access (including dining, elevators, lounges, and mail rooms) |
EMCC |
Cloud Connect (CC) component of EventMaster (EM) that provides access to several EventMaster data entities via RESTful web API |
EMS Enterprise |
Event management system used by the Event Services team |
eRezLife |
Web Application for management of ResStaff (selection, reapp, offboarding, weekly reports, etc) |
EventMaster |
A desktop application for managing Event Bookings and transferring Catering orders into FSS |
EverFi |
eLearning platform made by Blackbaud |
Foodservice Suite (FSS) |
A desktop application for managing Food Production, Recipes, Ordering, Nutrition Information |
Freedom Pay |
eCommerce credit card processing application used by MDining and UHS |
GET Funds |
Web Portal for self-service meal plan changes and Blue Bucks funding |
GFMS |
Used for checkout of physical keys using access-controlled key boxes |
Harmony Health |
Stores UHS patient records created before the implementation of the MiChart electronic health record system |
Humphrey Field Analyzer (Zeiss) |
Application used in UHS for Glaucoma diagnosis and management |
Indigo |
3D rendering program plugin for SketchUp; used by the Student Life Capital Projects team |
Insight |
Work order system used by Plant Operations |
Intellicode |
UHS Medicare billing code verification |
Keeper |
Password vault used by Career Center, International Center, MDining, and UHS |
KeyWatcher |
Key usage database used for tracking employee sign-outs; used by the Michigan League and Palmer Commons |
NetNutrition |
WebPortal for looking up detailed nutrition/ingredient information |
NPLEX (Equifax) |
Application used in the UHS Pharmacy |
Oculus |
Application used in the UHS Eye Care Clinic |
Officemate |
For ordering eyeglasses; used by UHS Eye Care Clinic |
Onity Integra 5 |
Known colloquially as Onity; a desktop application that helps manage the offline access control system for Residence Hall room locks |
Opera Cloud |
Hotel reservation system used in the Michigan League |
Pandora |
Music playback application for Housing and Dining |
Practice Panther |
CMS used to manage aspects of Student Legal Services (SLS) workflows |
QS1 - NRx Pharmacy Management |
Core system in UHS Pharmacy to manage workflow around prescription processing, pricing and patient account management |
RecSports Fusion |
Manages RecSports membership information |
Saflok |
Hotel room lock system used in Michigan League |
Salesforce |
Customer Relationship Management (CRM) software; the Marketing Cloud suite is for communications |
SilverCloud |
On-demand and self-guided mental health platform |
SimpleK |
For physical key inventory and key cutting |
Sketch-Up Pro |
3D modeling program |
Smart Vue |
Monitors refrigerator temperatures in UHS (medications) |
SmartSense CommandCenter |
Web application for Dining to record temperatures for food being served and refrigerator/freezer temperature alarms |
StarRez |
Housing room assignment and resident contract management system. Replaced HMS Odyssey effective September 2023. |
Terra Dotta |
International student documentation management |
Tessitura |
Ticketing Agent system used by the Michigan Union Ticketing Office (MUTO) |
Titanium |
Calendar and client information/notes system used by Counseling and Psychological Services (CAPS) |
Traine |
Entirely vendor-managed; software to manage and monitor the heating and cooling coils in Mosher-Jordan and Stockwell residence halls |
Visix EPS |
Room Calendar signage; is often mistaken for regular digital signage. Application for electronic paper signs in Union buildings and Trotter |
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