News Archives

UBCO IT Managed macOS Upgrades

November 17, 2021

To stay compliant with UBC’s information security standards, macOS needs to be updated to at least macOS 10.15 “Catalina”.

Starting November 22, centrally managed Mac desktops and laptops at UBC Okanagan will receive notifications in the lower right-hand corner of their screen when updates are available.

macOS 10.14 “Mojave” and older versions of macOS are no longer supported by Apple and it is recommended that you upgrade to a newer version of macOS.

To find out more, visit: it.ok.ubc.ca/macOS-upgrade

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Global IT Equipment Delays & Fiscal Year End for UBCO IT Equipment Purchases

October 13, 2021

Global supply chain issues in the computer hardware manufacturing industry continue to impact technology purchases around the world. UBC IT has been working with our suppliers to mitigate these issues, however we are still seeing delays of up to 4-5 months on some products, especially custom PC builds, adaptors, docks and monitors.

To avoid issues with planned fiscal year end purchases, we strongly recommend that you contact UBCO IT as soon as possible regarding any computer or technology related equipment purchases required for FY2021-22 in order to discuss options and ensure delivery before March 31, 2022. 

Not sure what to buy?

If you have any questions or concerns, our teams can assist you in selecting appropriate equipment that meets your needs, can be supported by UBC IT Okanagan and is compatible with our UBC management and security standards.

UBCIT routinely stocks “standard models” (based on a common set of specifications) to minimize lead times. Standard models may be a viable option as opposed to customized models (where additional memory, drive space, etc is required for specific complex tasks). We encourage you to arrange a consultation with us so we can advise you on the best options based on your specific needs.

Please be aware, that while consumer grade equipment at retail outlets may be cheaper, they are typically not able to meet UBC’s Information Security (Policy SC14 – Acceptable Use and Security of UBC Electronic Information and Systems), or encryption standards.

To request a consultation on recommended equipment, please submit a “Request Desktop Support” ticket via the UBC Self-Service Portal. Detailed instructions on how to do this or how to order directly from Workday can be found on our KnowIT knowledge base.

Need help?

Please do NOT call the IT Service Centre or create new tickets to check the delivery status of any pending orders. You can view your submitted tickets which include updated ETAs in the UBC Self-Service Portal, under My Tickets (view this article for more details).

Once computers arrive at UBC they require software installation and set-up by our technicians which takes 2-4 hrs per device. You will be contacted when items are ready to be picked up or delivered.

Your patience and understanding of the unprecedented volume of equipment orders our technical teams are dealing with and these global delays is greatly appreciated.

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Moving? Use the new IT Equipment Move Request Form

October 6, 2021

Planning an upcoming office relocation or renovation? Need IT equipment, phones or audio-visual equipment moved?

You can now use the Okanagan – Employee IT Equipment Move Request form in the UBC Self-Service Portal to request the move of a single UBC employee’s IT equipment from one location to another for office moves, renovations or new builds.

Applies to: Contractors / Researchers / Faculty / Staff / Student Employees

Purpose: An all-in-one form to request computer, phone or audio-visual equipment moves for a single employee.

Please submit move requests no later than 5 business days before (earlier during peak times, e.g. start of term).

Moving MORE THAN 5 people? Please submit a General Service Request at least 2-3 weeks in advance, providing as much detail about the move as possible and a project coordinator will follow-up with you.

Note: If you need any keyboard trays, monitor arms, or other equipment which is attached to furniture moved, this will require a Facilities Work Request as well.

Find detailed instructions with  screen shots of how to use this form in our UBCO IT Knowledge Base: knowIT.

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Join the UBCO IT Virtual Line this fall

September 13, 2021

Hate waiting in line to get IT help? Starting September 2021 you don’t have to!

Join UBCO IT’s virtual line for the IT Service Centre and get notified by text message when it’s your turn.

The Qless virtual line system gives staff, faculty and students the benefit of having a space in line without physically needing to wait in line at the IT Service Centre.

How to Join the virtual line

There are three easy ways to reserve your spot in line:

  1. Text “UBCO” to 778-743-5022 or 604-229-4098
  2. In-person at the i-pad check-in kiosk in the Campus Administration Building (ADM024)
  3. Online – Click to JOIN THE VIRTUAL LINE

Want to know more? After September 7, visit our UBCO IT Contact page to:

  • Check out the current IT Service Centre wait times
  • Join the virtual line online
  • Learn the text commands to find out more info once you’ve joined
  • Get answers to FAQs about using the Qless virtual line system

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Fall 2021 IT Support Updates

August 27, 2021

UBCO IT is looking forward to being back on campus to help Staff and Faculty with their technology needs as they return to campus or continue to teach or work remotely. To help you get ready for the new semester, we’ve gathered the following information about the IT support and services available for our return to campus and 2021 fall start-up this September.

Please don’t hesitate to reach out with any questions or concerns you may have that we can help with. Wishing everyone a safe return.

Topics:

  1. IT Support
    1. IT Service Centre Hours
    2. New IT Service Centre Virtual Line
    3. IT Support Team Delays
    4. Return to Campus IT Support Page & Workstation Reconnects
    5. Having IT Issues?
  2. UBCO IT Updates
    1. IT Equipment Delays
    2. Computer Replacement Program – Accepting New Requests Only
    3. UBCO Studios Service Hub in the Commons – Extended Hours
  3. General UBC IT Updates
    1. Reconnecting to Campus Wifi
    2. FASmail 90 Day Retention (Deleted, Junk & RSS folders only) – Coming Oct. 4
    3. Reminder: UBC Workspace End of Life October 29, 2021
  4. Teaching & Learning
    1. Student Computer Labs, Printing & Study Room Booking now use CWL

IT Support

IT Service Centre Hours

Our IT Service Centre help desk window is officially open to walk-up traffic as of Sept 7th from 8 am to 4 pm Monday – Friday.

Phone support is available from 7:30 am to 4:30 pm Monday-Friday by calling 250.807.9000.

Online support is available via the UBC Self-Service Portal.

New IT Service Centre Virtual Line – Coming Soon

Hate waiting in line to get IT help? Now you don’t have to! Join UBCO IT’s virtual line for the IT Service Centre starting in September and get notified by text message when you’re next in line.

Join by text, online or at the kiosk near the Service Desk. Stay tuned for more details…

IT Support Team Delays

Please note that our Deskside, Telephone (Voice Services) and Audio Visual support teams are extremely busy right now. We appreciate your patience as they work through the current backlog of requests and prioritize support based on teaching and learning followed by new faculty and staff needs.

Return to Campus IT Support Page & Workstation Reconnects

Planning to return to work on campus this fall? To help manage demand, UBCO IT and Research Computing are offering online bookings for office and lab reconnections.

Book your appointment and access other IT support on our Return to Campus webpage HERE including:

  • Recommended equipment
  • Tips for working remotely
  • Cybersecurity best practices

Having IT Issues?

Bookmark the IT Status Page to stay aware of any scheduled or unexpected outages that may impact applications you use during your work day.

UBCO IT Updates

IT Equipment Delays

We continue to see significant delays in ordering equipment that meets our operating needs (3+ months).  We request your patience and ask you to reach out with your equipment needs as soon as possible as we try to procure and install equipment in as timely a process as possible.  We are taking steps to pre-stock in-demand items to reduce wait times.

Hardware or software purchased directly by staff and faculty from retailers may not perform well in a UBC setting and our support team may not be able to support these devices due to lack of enterprise support features, warranty limitations, or application licensing issues when purchased by individuals.

Computer Replacement Program – Accepting New Requests Only

We are currently processing requests for new hires only at this time based on the high number of new roles hired this summer and fall. Outstanding CRP renewal requests will be re-evaluated in October based on available funding.  Priority will be given to those in Teaching and Learning/Support roles and based on the age of equipment and computing requirements of the position.

UBCO Studios Service Hub in the Commons – Extended Hours

UBC Studios equipment lending is back and with increased hours! New hours are 9 am to 4 pm on Mondays, Tuesdays, Thursdays, and Fridays. Equipment lending services will be closed on Wednesday unless an appointment has been previously scheduled.

To reserve your equipment*, go to https://ubcstudios.ok.ubc.ca/do-it-yourself/equipment-lending/ then come to the Commons Service Hub in COM 204 to pick up your gear. For any questions, feel free to email ubcstudios.ok@ubc.ca.

Booking equipment online in advance is highly recommended as the service hub may be occasionally closed to accommodate filming and other departmental obligations, and media specialists may not be available at all times for drop-in support.

General UBC IT Updates

Reconnecting to Campus Wifi

Many people have not been on campus for an extended period of time, and likely have updated their CWL password during that time (CWL is required to be reset every year). You may need to update your password on your devices (laptop, phone, tablet) to connect to UBCSecure wifi when first on campus.

Follow these step-by-step instructions to connect to the ubcsecure Wireless Network using AutoConnect.

FASmail 90 Day Retention (Deleted, Junk & RSS folders only) – October 4

Starting October 4, 2021, a 90-day automated data retention schedule will be implemented to items in the Deleted items, Junk Mail and RSS Feeds folders for UBC Faculty and Staff Email (FASmail). This is being implemented in compliance with UBC Records Management policies and requirements.

This data retention schedule will affect all faculty, staff and student employees at both UBC Vancouver and UBC Okanagan campuses who use FASmail. It will ONLY affect items stored in the Deleted items, Junk Mail and RSS Feeds.

Actions to Take

  • Review folders that will be impacted by the 90-day schedule once implemented.
  • Move messages and links that are meant for long-term inbox storage out of the Deleted items, Junk Mail and RSS Feeds
  • Review and update any automated rules that you may have set up that affect the Deleted items, Junk Mail and RSS Feeds default transitory folders.

Reminder: UBC Workspace End of Life October 29, 2021

Faculty and staff who currently use Workspace 2.0 (files.workspace.ubc.ca) as a storage solution need to migrate all of their files off of the service and onto another UBC supported storage service before October 29, 2021. The file sharing service, Workspace 2.0, is end-of-life and will be decommissioned on October 29, 2021. To ensure that data you have stored on this service is not lost, please migrate your files to the data storage solution appropriate to the content of the file being migrated.

Teaching & Learning

Student Computer Labs, Printing & Study Room Booking now use CWL

To reduce the number of accounts and logins students require to access campus services, starting September 1, students will no longer need a Novell username/password to access computers in the library or instructional computer labs, printing or to book study room bookings. These services will all be updated to use CWL logins and passwords instead of Novell.

Students will login using their CWL credentials with “.stu” added at the end (e.g. cwl.stu).

If you have course material that references student Novell login, please update it with new information available here: https://it.ok.ubc.ca/student-login

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Students to use CWL authentication for Library and Labs

August 26, 2021

UBC IT Okanagan is working to reduce the number of accounts and logins students require to access campus services. Starting August 30, students will no longer use a Novell username/password to access computers in the library or instructional computer labs. Instead, students will use their CWL based authentication. Student Printing and the Study Room Booking System will also be updated to use CWL authentication. For more information, please visit it.ok.ubc.ca/student-login

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UBCO Employee IT Onboarding & Offboarding Forms

July 5, 2021

Do you have new staff starting or staff leaving? Need IT equipment, phones or printing accounts for new staff? Have you requested the cancellation of phone lines or Zoom accounts for staff who have transferred departments or left UBC?

Did you know that UBCO employees have unique accounts and equipment that aren’t coordinated via Workday? We’ve created two simple forms to help manage the IT needs of staff joining or leaving UBC Okanagan.

New Employees

Administrators looking to set-up IT services for individuals that are new to UBC or new to the department, can use the Okanagan - Employee IT Onboarding form in the UBC Self-Service Portal.

Applies to: Contractors / Researchers / Faculty / Staff / Student Employees

Purpose: This is a one-stop form with the ability to request accounts, phone services and IT equipment.

This Okanagan - Employee IT onboarding request is for additional items a new hire might need like:

  • Novell account for print and network access.
  • Computer Equipment like CRP, Loaner, Research Gear etc…
  • Voice services items (e.g. telephone, long distance pins)
  • Zoom Account
  • Departmental website access or departmental staff listing update

NOTE: The form cannot be submitted until the new employee has been processed through Workday and they have completed the Simplified CWL sign up process sent to them by HR AND have a UBC FASmail account.

If you need to order equipment (4-6 weeks in advance is recommended) please submit an Order New Hardware ticket in the Self-Service Portal to get this started before a CWL is issued.

For more details on the hiring process in Workday and known CWL and FASmail creation delays click HERE.

LEARN MORE ABOUT UBCO ONBOARDING HERE

Leaving or Transferring Employees

Administrators looking to discontinue IT services for individuals that are leaving UBC or transferring to another department, can use the Okanagan - Employee IT Offboarding form in the  UBC Self-Service Portal.

Applies to: Contractors / Researchers / Faculty / Staff / Student Employees

Purpose: This form completes the IT accounts and access termination process for Okanagan based employees. It is required IN ADDITION to the  Termination BP in Workday. This form initiates the disconnection of Okanagan accounts, phone services and IT equipment which is not currently triggered via the Workday termination process, including:

  • UBCO Novell account for print and network access
  • Voice services items (e.g. telephone, long distance pins)
  • Zoom accounts
  • UBCO website or application access
  • Returning UBC funded computer equipment including  Computer Replacement Program (CRP) and loaner equipment

NOTE: Account Extension: If some accounts need to remain active after the official termination date, this will need to be activated within the Termination Business Process in Workday by requesting a Grace Period.

LEARN MORE ABOUT UBCO OFFBOARDING HERE

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UBC Forms Retiring Fall 2021

June 18, 2021

UBC IT Okanagan will be retiring the UBC Forms service by the end of this year. Existing forms will be disabled by September 1, 2021 and the site turned off completely by December 1, 2021.

If you no longer need your form(s), please unpublish them and ensure you have kept any data required.

If you need to recreate forms or develop new ones, we recommend using Qualtrics. More details on using Qualtrics including on-demand training and other support can be found on the UBC IT Survey Tool page.

If you have any concern with this timing, or questions about alternative options or actions required, please contact the Web and Applications Team or submit a ticket via the UBC Self-Service Portal (Get Help -> Issue: Website).

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Lunch & Learn: Using MS Teams @ UBC

May 14, 2021

UBC IT is decommissioning Skype for Business (UBC Collaboration Suite) on May 31, 2021. All remaining accounts will be automatically switched to Microsoft (MS) Teams to continue supporting your collaboration needs. MS Teams enables chat, video conferencing, and collaborating in real-time on documents.

MS Teams Training for UBCO Staff & Faculty

If you’d like to learn how to use MS Teams (and OneDrive) with your department, faculty, class or project, join our Lunch & Learn sessions hosted by UBCO IT: (click a session below for more details and to register)

  • Tuesday May 25 – Getting Started I: Creating Teams, Channel & Files
  • Thursday May 27 – Getting Started II: Using Chat & Hosting Meetings
  • Wednesday June 2 – Advanced: Teams & OneDrive
  • Friday June 4 – Teams & OneDrive: Review & Open Q&A

To learn more about MS Teams, please check out the following resources:

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May 2021 IT Update: IT Equipment and New Hires – Early Resumption Planning Tips

May 11, 2021

While the university is currently determining the approach and guidelines for the resumption of onsite teaching and learning, we wanted to highlight a few things to help you better prepare for any IT equipment purchases or new hires you may need for fall. We will provide additional information and resources to support your resumption planning when further details are confirmed. 

IT Accounts & Access for New Staff/Faculty & Student Hires

There are some known limitations with the hiring and IT account creation processes within Workday. This includes not being able to easily provide access to UBC accounts earlier than 2 pay periods before the new hire start date and if the employee has an existing CWL account prior to being onboarded in Workday.

These limitations are known and are actively being worked on, however in the meantime PLEASE follow these instructions or reach out to myself or the IT Helpdesk (UBC Self-Service Portal) BEFORE trying to provision email or other IT account access prior to Workday onboarding.

UBCO IT Onboarding

Also, please note, that there are specific accounts and services required for employees working in the Okanagan that will not be activated until the Okanagan - Employee IT Onboarding (CWL login required) form in the UBC Self-Service Portal has been submitted. This includes Novell account creation, printing access, phones, computer equipment and Zoom accounts.

More details on how to complete this form and the accounts & services it will enable can be found HERE. (Note: This form cannot be completed until after the employee has been issued a CWL within the Workday onboarding process).

IT Equipment Purchasing Delays

Global shortages in technology components (semiconductors) used to build PCs, is resulting in delays of 6-8 weeks for ordering new IT equipment. This is affecting almost all equipment including laptops, docking stations and monitors.

If you anticipate needing new equipment for the fall, for new hires and/or to accommodate hybrid working arrangements, please ensure you submit a ticket to the UBC Self-Service Portal for these purchases at least two months in advance.

Please note you can also make IT equipment orders directly in Workday including webcams, monitors, headphones, etc. Click HERE for more details:

Computer Replacement Program (CRP) for New Hires

The CRP program is centrally funded to provide UBCO IT supported equipment for permanent ongoing positions at UBCO. This program is currently being reviewed to ensure we are able to meet the technical needs of our growing campus in a fiscally responsible way. CRP requests for new positions filled by internal candidates will be validated with finance to determine whether an existing position is being backfilled. In the event staff end up changing roles, equipment may move with that staff member if there is no immediate backfill for the vacated role.

More details on CRP can be found HERE.

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