The six minute limit on ITS Technology Support Center phone system hold times has been discontinued.

This limit was originally created to address feedback pertaining to long holds, but it has become clear that it is not the optimal way to deal with this issue and it has the unintended side effect of forcibly disconnecting people who might have preferred to continue holding.  ITS wants to make it easier for the community to access help resources, and so callers on hold will be periodically prompted with three options:

• Leave a message
• Create a ticket through ServiceIT
• Continue to hold

ITS will continue our review of help desk processes to increase call throughput, but in the interim we believe that the range of options above will better meet the different needs of individual callers.

There will be a two-week ITS moratorium on network and system changes starting today, Friday, May 2, through Friday, May 16.

We understand that this time of year is a critical period with students and faculty trying to meet end of semester obligations.  ITS has imposed significant restrictions on changes to systems and services that might have a production impact in order to minimize potential outages during this high anxiety period.  Changes required to respond to emergent situations will be duly evaluated and pursued only if their need is significant.

There are a number of general phone and email contact points that provide access to ITS groups and / or services. When submitting a help or service request, we encourage everyone to contact the organization through either the Technology Support Center or one of the local Service Areas. However, we have received feedback that these mechanisms are not always helpful when trying to contact specific individuals. Now we’re changing that.

ITS is now aggressively ensuring that individual phone numbers and email addresses will be properly available in the University’s online phone book. We will also maintain a staff directory, as we want the community to be able to easily contact us at both the organizational and individual level for all of their IT needs.

ITS has added authentication support to its Simple Mail Transfer Protocol (SMTP) server, resulting in more flexibility and convenience for SMTP users.

Customers that utilize Outlook and Exchange for email already take advantage of authenticated access for outgoing emails, but our generally available SMTP server has not historically supported authenticated access. A consequence of this is that ITS blocks access from off-campus locations to the SMTP server when sending emails. This limitation has required laptops that access the SMTP server directly from off-campus locations to either have a separate configuration using a different SMTP server or to utilize the University’s Virtual Private Network (VPN) when sending email. Enabling authentication capabilities on the SMTP server allows ITS to fully support direct access to the SMTP server from areas outside of our network, limiting complexity and potentially reducing the support needs of our community.

Mail clients configured to utilize smtp.uconn.edu directly can use SMTP authentication through either SSL on port 465 or STARTTLS on port 587. The authentication credentials are simply your NetID and password. Outlook or other clients that use Exchange directly will not require reconfiguration and adjustment – they will simply continue to operate as they do now.

For assistance on configuring ports for SMTP Authentication, users can contact the ITS Technology Support Center by submitting a ticket at http://serviceit.uconn.edu.

ITS has procured an InCommon Certificate Service for the University in response to the recent Heartbleed exploit in the OpenSSL cryptographic software library. This service allows us to generate, for all UConn Domains, an unlimited number of certificates (e.g., SSL, extended validation, client, and code signing) that are validated by a trusted Certificate Authority.

Technical staff across the Institution aggressively responded to the recent Heartbleed exploit and updated University servers. Heartbleed attacked an OpenSSL vulnerability in order to obtain private data. It is possible that some certificates were compromised and it would be wise to replace any that might have been exposed. You may replace your certificates at no departmental cost by using the ITS fully subsidized InCommon Certificate Service.

Additional information on the new service can be found at https://its.uconn.edu/ssl-certificate-service/.

The SafeConnect environment has provided a number of operating and management benefits to the university. It has, however, also generated a significant number of support problems for the community. ITS recently deployed a new version of the environment. It did not adequately address the long-standing support challenges and, after careful consideration of the product and based on direct feedback from the community, it has been permanently disabled. ITS will pursue other, less intrusive, approaches to replace the capabilities that SafeConnect previously provided.

The SafeConnect client that is currently installed on computers will no longer prevent access to the university network and it may be uninstalled at your convenience. If no action is taken, it will automatically uninstall itself after approximately six months of inactivity.

The IT Partners program is a streamlined governance structure consisting of three standing committees that are organized to provide clear roles, to prevent overlapping effort, and to align participants to focus areas. They provide oversight of University Information Technology and Services (ITS) systems and services and are advisory to the University CIO regarding the efficacy of existing or proposed central IT initiatives.

View the governance structure on the IT Strategy website at itstrategy.uconn.edu/governance-structure.

The following is an announcement from the CIO.

Colleagues,

I am contacting you to provide an update on the ongoing discussions between ITS and SAIT regarding opportunities for integration. The goal of these discussions has been to provide the best practical outcome for the community, and it has become clear that HuskyTech’s excellent service and support to the student community would be complimentary to other ITS support services. Effective March 31, 2014, HuskyTech will report to Pat Meinweiser. Please join me in welcoming this enthusiastic and effective group to the ITS family.

As always, you are encouraged to contact me if you have questions or concerns.

Regards.

Michael.
—
Michael R. Mundrane, Ph.D.
Vice Provost for Information Technology and Chief Information Officer
University of Connecticut
Phone: 860.486.1777