Overview
Advancement IT is responsible for the hardware, software, and networking infrastructure for the entire Division of Development & Alumni Relations. All issues and suggestions for the IT infrastructure for the division should be routed through this group.
Network Drives
The Division of Development & Alumni Relations supports various file servers on campus. These Novell servers are used to share files among groups within departments and can be subdivided to provide security for specific users.
Granting Access
Access to file servers is granted when an employee is hired into a department and/or sub-group within a department. To change a user’s access, the supervisor of the employee must send a request e-mail to askit@uga.edu. The Advancement Services group verifies employment and grants access to the appropriate file server and directories.
Removing Access
Network access will be removed when an employee moves from the department or is no longer employed by the University. Advancement Services receives this information directly from Human Resources and will remove access within five business days of either event.
Software Compliance
All software installed on UGA computers must be business related. For software purchases of $5,000 or more, additional support documents are needed. Information on purchasing software is available at http://eits.uga.edu/hardware_and_software/itcla/buy_renew. In addition, for purchases of $10,000 and up, additional approval is needed and outlined in the same site. All software loaded should be constantly updated and removed once the application is no longer needed.
Desktop/Hardware Refresh
The Foundation tracks all assets purchased for use while employed at the University. Advancement IT maintains an aging schedule for technology and is constantly replacing equipment as funds allow. In general, Development and Alumni Relations employees will receive new equipment every 4 to 5 years. This schedule may change based on funding available and technology needs throughout the division.
Malware and Virus Detection
All Foundation purchased equipment will have Trend Micro installed on the machine. This service should not be disabled at any time and users should ensure updates are being made to the product. The application should be updating automatically, but if any issues arise users must send a notification to askit@uga.edu and include any error message and relevant information that may be useful in addressing problems. More information can be found at http://wiki.eits.uga.edu/help/index.php/Security. These general tips will help prevent most virus and security issues:
- Keep your operating system up to date. The main operating systems will do this automatically but be sure to let them finish once initiated.
- Use a secure web browser and do not lower security settings.
- Use a software firewall.
- Use strong passwords.
- Beware of phishing e-mail scams. Do not click on any links if an e-mail looks suspicious.
- Back up your data.
Reporting Issues or Making Suggestions
Suggestions and the reporting of issues to first line support staff is easy and encouraged. There are various ways to obtain support depending on how the user feels comfortable reporting. Below are lists of support options which all run through a single support system (AskIT) at the Foundation. Support for hardware/software encompasses both technical and business questions. Business questions will be answered by SME’s while technical questions will be answered by internal IT staff. For issues which require second-line support by the application vendor, issues will be tracked from this system. When interacting with support, the user will be supplied with a ticket number which can be used to track progress until the issue is resolved.
- Go directly to the AskIT system and log an issue https://dar.uga.edu/ugaticket/scp/login.php. The ticketing system uses the myID and Password process for authentication.
- Send an e-mail to askit@uga.edu. When an e-mail is sent to this account it automatically creates a ticket. The system monitor is prompted when new tickets arrive and routes the issue to the appropriate person for action. Responses sent through askit@uga.edu for the same issue will automatically be applied to the original ticket in the ticketing system.
- Call the support desk directly at (706) 542-8188. This phone is answered from 8 am through 5 pm any business day in which the University of Georgia is open. Support staff answering the phone will enter a ticket on the user’s behalf, if needed, or answer user questions directly.
Website Development for Fundraising
Advancement IT does have a small staff of web developers which are used to help campus schools/units develop and maintain a web presence for fundraising. All services are free of charge to each of the units.
Requesting Access to Build Sites
Campus schools/units can obtain access and build their site on the internet with GAIL’s internet site security and open APIs. If the unit determines it has the need and capabilities to add/edit its own site, then arrangements can be made for that unit to fulfill these specific functions. To discuss possibilities, please email askit@uga.edu. A unit must have the ability to build and maintain websites to take advantage of this system capability.
Requesting Work to be Done for a Site
Advancement IT can provide help in posting events and adding giving sites into which funds may be deposited. Services are offered free of any charges to the units.
Reporting Issues or Making Suggestions
Suggestions and the reporting of issues to first line support staff is easy and encouraged. There are various ways to obtain support depending on how the user feels comfortable in reporting. Below are lists of support options which all run through a single support system (AskIT) at the Foundation. Support for websites encompasses both technical and business questions. Business questions will be answered by SME’s while technical questions will be answered by internal IT staff. For issues which require second line support by the application vendor, such issues will be tracked in the system. When interacting with support, the user will be supplied with a ticket number which can be used to track progress until the issue is resolved.
- Go directly to the AskIT system and log an issue https://dar.uga.edu/ugaticket/scp/login.php. The ticketing system uses the myID and Password process for authentication.
- Send an e-mail to askit@uga.edu. When an e-mail is sent to this account it automatically creates a ticket in the system. The system monitor is prompted when new tickets arrive and routes the issue to the appropriate person. Responses sent through askit@uga.edu for the same issue will automatically be applied to the original ticket in the ticketing system.
- Call the support desk directly at 706-542-8188. This phone is answered from 8 am through 5 pm any business day in which the University of Georgia is open. The support staff answering the phone will enter a ticket on the user’s behalf if needed or answer user questions directly.