CQI – IT Team Meeting –
03/10/08
Members:
Dan Reke, Theron Niekamp, Nathan Walters, Carol Marion, Carol
Rigola, Chuck Steel, Ann Miller, Dr. Salisbury, Harry Lawhorn
New Items
Q: Providing we get the SSRPM, will we also need Student Help
Desk workers accessing AD for password resets? If so, will they
access this directly or by entering a special management console
plug-in screen designed to reset Student passwords ONLY?
A: Yes, but maybe we will un-enroll students from Active Directory,
instead of resetting their passwords. Student Help Desk workers
would access AD directly, not through a console plug-in. Given SSRPM,
this would be a rare occurrence – only happening when students
forget their password and either the challenge questions or the
answers to them.
At this point a conversation ensued about the Help Desk itself.
Harry asked if there are going to be three help desks – 711, the
Student Help Desk, and the Datatel Help Desk. Dan answered, that
yes, that is the plan and has been for some time, reminding him of
the Student Help Desk CQI Team. Harry countered that it would be
better to have just one help desk instead of three. He proposed that
ITS assign one person/day to the Student Help Desk. Dr. Salisbury
questioned if ITS would have the resources to be able to afford to
do that. This segued into the next question where there was more
discussion about how the Help Desk will operate and suggestions
about how to staff it, etc. Dan said that those are issues that the
Student Help Desk CQI Team is responsible for and over which they
have authority, so there was no point in spending the time in this
meeting discussing those particular items.
Q: Who will train the Student Help Desk Workers? Will IT be
training the Library Staff (who in turn will train the workers) or
the student workers?
A: Nathan relayed that based on his memory of the last Student Help
Desk CQI Team meeting, Cecelia would do the general training and
Nathan would help with technical training. There was more discussion
about the Help Desk (see above). Dan asked Harry if he would need to
teach the students manning the help desk himself, or if he could
train someone in the Library to train the help desk workers. Harry
agreed that he could train Cecelia to do that.
Q: When resetting passwords, will we reset them back to the original
default password? (first four characters of the last name and the
last four digits of the Colleague ID number)
A: We’ll have to wait to see if we will un-enroll or reset
passwords because of technical reasons that should stay out of the
public domain.
Q: Will there be a check box on the Webpage whereas a student or
employee “acknowledges and accepts the terms of the Edison LAN
agreement and/or the Student Computer Usage Policy?
A: Harry will get a quote from the vendor.
