Services A-Z (164)
IT Facilities
This Mines Help Center service links to the Mines Facilities Management site for access services.
Computers, Devices, Telephones, & Connectivity / Networking
Static IP addresses are needed for certain equipment
Logins & User Accounts
Alumni Email Access request for alumna/alumnus who do not currently have Mines email access.
Recent/upcoming graduates who have active Mines email access: follow the process detailed in the Alumni Email offer email that was sent to your Mines email address.
Email / Calendar
This service is for people with an Alumni license who have forgotten their password and need it reset.
Business & Administrative Services / Banner
Support issues directly related to Application Manager (UC4).
For Library related questions, please visit the Arthur Lakes Library website or submit questions via the Ask A Librarian form.
Teaching & Learning
A/V Requests related to instructional technology in classrooms, including but not limited to temporary or permanently set up multimedia equipment. ITS installs and supports classroom podiums that provide control of LCD projectors, document cameras, and presentation computers in select classrooms across campus, as well as security cameras.
Teaching & Learning
Report (non-Urgent) Issues related to instructional technology in classrooms.
Computers, Devices, Telephones, & Connectivity / File storage
ITS maintains disaster-recovery backups of ITS-managed institutional servers.
Business & Administrative Services / Banner
Request new or different levels of access to Banner.
Business & Administrative Services / Banner
Request projects to enhance or maintain Banner usability and functionality
Business & Administrative Services / Banner
Use this service to report unexpected interruptions or other issues with Banner.
Business & Administrative Services / Business Services Functional Support
Computers, Devices, Telephones, & Connectivity
Request an estimate of cost or request new wiring in support of both networking and telephone.
Email / Calendar
Submit an issue regarding an existing Exchange or Office 365 calendar.
Email / Calendar
Submit a request for a new shared calendar or to add people to an existing shared calendar.
Teaching & Learning / Canvas
Something isn't working with Canvas. This request will put you in direct contact with Instructure, the Canvas vendor. This same contact ability is also available from within the Canvas application, using the Help button.
Teaching & Learning / Canvas
Request help or feature support from Mines resident Canvas resources, which may include help from the Trefny Innovative Instruction Center as well as ITS.
Business & Administrative Services
Use this service to get assistance with any unexpected interruptions you may have using Citrix's file sharing product called ShareFile.
Business & Administrative Services
Request Access to the CItrix ShareFile platform for you and/or your department.
Logins & User Accounts
Request access to technology in a specific classroom.
Teaching & Learning / Instructional Learning Technology
Something is broken or not working in a computer lab.
Business & Administrative Services / Cognos
Request new or modified Cognos access using this service.
Business & Administrative Services / Cognos
Request an enhancement or report a problem with a Cognos report.
Business & Administrative Services / Cognos
Request Support for unexpected interruptions experienced with Cognos reporting using this service.
Computers, Devices, Telephones, & Connectivity / Hardware
This service is for picking up old or unwanted computer equipment.
Logins & User Accounts
Supervisors may facilitate disabling Mines computing account access for a separated employee, or an employee who is changing to a new job and/or department within Mines. The request may include instructions for things such as: (a) access to files, email messages, voicemail messages; (b) what to do with future email messages (e.g., send an "away" message to senders); (c) how to reassign the telephone extension; etc.
Computers, Devices, Telephones, & Connectivity / Hardware
Let us set up and configure your new computer
General Help
I have an idea but I would like to talk to someone about it before I move forward.
Logins & User Accounts
Request accounts/access for long-term guests and affiliates, or to temporarily extend access for an existing Mines computer user who does not have current student or employee status.
Information Security
Cybersecurity Issues can relate to any aspect of Information Security at Mines: From technical solutions to forensic analysis of suspicious activities to policies to investigating any other case compromising security or institutional data put at risk. Use this service to report any issues of this nature or have a similar concern addressed.
Information Security
The Office of Information Security within ITS works with the campus community to increase the security of the campus information infrastructure, including the data network and connected hosts. Use this service to contact the CISO if you have thoughts, ideas, or other requests you'd like to share.
Business & Administrative Services / Degree Works
Degree Works is an online advising tool to help monitor students’ progress toward degree completion.
IT Facilities
Report digital signage issues when something is not working the monitors, content players, or other distribution of streaming media. Including monitors not syncing, broadcasting, or displaying content properly or any other unexpected disruption to the content management software.
IT Facilities
Request new digital signage content to be uploaded and displayed on campus digital displays managed through PingHD.
Business & Administrative Services
Use this service to report an issue where DocuSign is not working as expected.
Business & Administrative Services
Use this service to request the following DocuSign-related items: New Template Request (bulk sending), New Template Request (single/adhoc documents), Update Existing Templates, Request New DocuSign Access.
Computers, Devices, Telephones, & Connectivity / Networking
Software
Access for Downloadable Software Products.
Information Security
DUO FOBs allow for use of multi-factor authentication (MFA), sometimes called two-factor authentication, which requires the use of a physical device in addition to a password when logging into an account. Without both factors – the device and the password – you cannot log in. To report lost / stolen devices or if you need a temporary bypass, please use the MFA Issues Form.
Business & Administrative Services / Banner
Service for removing an errant duplicate CWID from Banner and other Mines' systems.
Information Security
Request a certificate that declares your emails are certified to be from you.
Email / Calendar
Something is not working as expected with email. If you can't log into email, use the Login Issue service.
...Email, SPAM filtering, sending or receiving email, Outlook (or other email client program), aliases, distribution lists, etc.
Email / Calendar
Request something new or different in terms of email access or accounts.
Request help configuring an email client such as Outlook, Thunderbird, Mac Mail.
Request a new shared mailbox.
Business & Administrative Services / Banner
Report an issue when something is not working as expected with ePrint.
Teaching & Learning
Report issues with using the EvaluationKit service
Teaching & Learning
Event audio visual (AV) support on campus for upcoming and current events.
Business & Administrative Services / Banner
Issues regarding Evisions FormFusion
Business & Administrative Services / Banner
Issues regarding access to Evisions IntelleCheck
Email / Calendar
Service for requesting a new Exchange Distribution group.
Business & Administrative Services / Banner
The Mines Registrar's office can help with needs regarding Faculty Services in Banner.
Logins & User Accounts
Request access be granted or removed from department drive or file shares, groups, workstations, or printers.
Computers, Devices, Telephones, & Connectivity / File storage
Report an issue accessing your mines file storage, including missing file shares, or trouble restoring a file share.
Computers, Devices, Telephones, & Connectivity / File storage
Use this service to request an increase in the limit for your Mines Home Drive, also known as your file storage quota.
For Financial Aid related questions, visit the Financial Aid Office website or send email.
Computers, Devices, Telephones, & Connectivity / Networking
Use this service to submit a proposed firewall change for CISO/Security review and implementation by ITS.
Logins & User Accounts
Forgot your Mines username? If you've already run account claim or were assigned a Mines username (used for logging into Mines computing services), we can look it up!
For Graduate Studies related questions, visit the Graduate Studies website or send email via ...
Computers, Devices, Telephones, & Connectivity / Hardware
Something isn't working with a computer, peripheral, or a program.
Research / High Performance Computing (HPC) / Consultation Request
Technical consultation: optimization of HPC resources, technical assistance with parallel
computing workflows.
Research / High Performance Computing (HPC)
Request HPC application-related support, such as installation, version upgrades and troubleshooting.
Research / High Performance Computing (HPC)
Use this service to request troubleshooting and support for issues not specified elsewhere in this category.
Research / High Performance Computing (HPC)
Request support for issues when using the Open OnDemand interface to Wendian or Mio.
Research / High Performance Computing (HPC)
Request initial access to Wendian and/or Mio for your research group's project. Proposal must be filled out by PI. The purpose of proposals is to obtain information vital to Mines' continued support of on-premise HPC platforms and to verify grant tracking procedures.
Research / High Performance Computing (HPC)
Request access to HPC platforms: Wendian and/or Mio. If you are a student, your request must be accompanied by written approval from your PI. If you are a visiting professional or returning student, please submit the Custom Role Authorization form, and state your need for HPC access.
General Help
Use this service when you need to submit an IT-related request, but don't see a service listed in Mines Help Center that fits the description of the service that you need from ITS.
This service is for any questions or concerns regarding the use, control or disclosure of personal information. This is not for technical requests for systems, but rather for questions, concerns, or incidents around privacy rights and related compliance requirements.
Computers, Devices, Telephones, & Connectivity / Printing
Use this service to request support with shared network printers or directly connected personal printers
Software
You may install software using this request for a new Software Install or upgrade.
Business & Administrative Services / Banner
Use this service to report difficulties or unexpected behaviors with a 3rd party integration feed from banner.
Business & Administrative Services / Banner
Request an exchange (or feed) of data/integration with Banner and another application for the purposes of populating data.
Institutional Data Reports, Research, Analytics and Surveys
Request a new cognos report or submit a suggestion for updating a current report.
Institutional Data Reports, Research, Analytics and Surveys
Request assistance with your data needs.
Institutional Data Reports, Research, Analytics and Surveys
Request a data research or analytics project based on a question you are trying to answer using data.
Institutional Data Reports, Research, Analytics and Surveys
If you are one of our external partners, please use this form to request information about Mines.
Institutional Data Reports, Research, Analytics and Surveys
Request assistance with using QuestionPro Survey tool or survey development.
Institutional Data Reports, Research, Analytics and Surveys
Request an approval for a survey.
Institutional Data Reports, Research, Analytics and Surveys
Request a new dashboard or submit a suggestion for a current dashboard.
IT Facilities
This service replaced the Laptops to Go Loan service, previously offered by the Mines Service Center, and is available for self-service in Brown Hall and Arthur Lakes Library.
Computers, Devices, Telephones, & Connectivity
Request help with remote access to Library journals and databases.
Logins & User Accounts
Having problems logging into a Mines computing service? (Trailhead, Email, Canvas, etc.)
NOTE: Trailhead access typically is not disabled (with email, ADIT, Canvas, etc.) after you leave Mines. Try logging in with your last known MultiPass password. If you are still having problems logging into Trailhead, use this service to report your problem.
If you are a returning user and need your Mines computing access re-enabled, please submit a "Returning User Request".
If you cannot recall your Mines username, please submit a "Forgot Username Request".
Logins & User Accounts
To submit general login questions or request login access for various Mines computing services. Such as, but not limited to: login access for Mines Help Center, login access for student employees, local admin login for desktops, Scantron scanning, Email Display Name Change.
Software
Use this service to report an issue with Microsoft Azure Dev Tools (Formerly Imagine) or VMAP. The Mines subscription gives students access to download select academic Microsoft software applications for free or at a reduced cost.
Software
Microsoft Teams at Mines lets faculty, staff, and students collaborate in a chat-centered environment. It’s part of your school-sponsored Office365 at Mines account.
Software
Up until October 16, 2020, Microsoft included a feature which allowed users to call into a Teams meeting using a telephone number. Use this service to request a license from Mines to re-enable this feature for your user account.
To report an emergency, call 9-1-1. The Mines Alerts System keeps you informed in the event of a campus emergency. This system is an emergency notification service that allows university officials to quickly communicate emergency messages to students, faculty, and staff via cell phone text and voice messages, and on-campus email and phone messages.
For campus facilities-related issues visit the Facilities Management website or submit a work order request, using FAMIS.
Help Using Mines Help Center
If you'd like to see something new in Mines Help Center or require additional new access to the software appliance, you may submit a ticket to contact the ITS system administrators for this service.
Help Using Mines Help Center
Something is not working as you'd expect with a Mines Help Center page, feature, or component.
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Report an issue with the Mines Mobile App -- The 'M'.
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Suggest or request a new Mines Mobile App feature.
Teaching & Learning
This service is used to determine if additional support is needed for materials and tools in the online environment.
General Help
IT starts here! Connect with Information & Technology Solutions in the way you want to get your support: in-person, chat, phone, or right here via Mines Help Center, with a Service Request ticket.
General Help
This service was designed to schedule an appointment with an MSC consultant for remote support or our drop-off service using the "Zinnia" Lockers. This service will be retired and removed in conjunction with the start of the Fall 2021 semester.
IT Facilities
The Mines Technology Museum is a joint collaboration project between ITS and the Arthur Lakes Library, connecting technology from Mines' history to today's modern learning environment.
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Report a Mines Website issue.
Information Security
An unplanned interruption to your Mines' Multifactor (also called 2-factor) Authentication experience, which can include issues with the Service Provide (DUO) directly or a lost/forgotten device.
Logins & User Accounts
Service for New Mines Community Members that establishes Mines Multipass Account, which includes the username and password to log into most Mines systems. Use this service to report problems running account claim, to ask for your "account claim window" to be extended, or to ask about alternate usernames than are presented during account claim.
Computers, Devices, Telephones, & Connectivity / Networking
Report issues with wired or wireless network connections.
Software
Installation and updates of network (floating or shared) licenses.
Computers, Devices, Telephones, & Connectivity / Networking
Request a Network Port Activation.
Business & Administrative Services / OnBase
Use this service to request a new digital workflow for use with OnBase by Hyland.
Software
Prior to purchasing or installing software, a review process is required to ensure that software used at Mines complies with a variety of Mines policies, requirements and best practices. Use this service to initiate that process. Please be prepared prior to starting the submission process, as the form requires specific pieces of information and can not be saved for retrieval and later edits.
Research / High Performance Computing (HPC) / Consultation Request
Request assistance with technology-related research needs.
Business & Administrative Services / Cognos
Using this service and its associated form, you can report unplanned interruptions you may experience with an existing data integration with another 3rd party platform that sends or receives ODS information.
Business & Administrative Services / Cognos
Request ODS integration with another 3rd party application using this service.
Computers, Devices, Telephones, & Connectivity / Printing
Report connectivity issue with Xerox or Konica Minolta MFP/Copiers, or general issues other office printers.
Computers, Devices, Telephones, & Connectivity
Request support for an upcoming office move involving telephone and/or technology equipment relocation.
ORA partners with campus in all business and administrative needs of Mines sponsored research. For ORA related questions, visit the ORA website or send email via ...
Software
Something is not working with a Microsoft Office product or Office365.
Business & Administrative Services / OnBase
Use this service to place Document Management configuration requests for OnBase by Hyland (formerly BDM). Note that Access requests are submitted using the separate OBase Access Request service.
Business & Administrative Services / OnBase
Use this service report any issues using the OnBase platform by Hyland.
Computers, Devices, Telephones, & Connectivity / Printing
Report Issue with Oreprint Service, Release Station, or other Web Print setup.
Computers, Devices, Telephones, & Connectivity / Printing
Request Oreprint Services or Supplies.
Business & Administrative Services / Third Party Applications
Request support for a 3rd-party Business Service or Application not otherwise listed.
Business & Administrative Services / PCI
Business & Administrative Services / PCI
The PCI cardholder data environment (CDE) is comprised of. people, processes, and technologies that store, process, or transmit cardholder data or. sensitive authentication data. Use this service to initiate the review process associated with a CDE change.
Business & Administrative Services / PCI
Business & Administrative Services / PCI
Information Security
Report messages trying to steal your information or identity. (Do NOT use for general SPAM reporting)
Computers, Devices, Telephones, & Connectivity / Printing
Request to print a poster using one of ITS's large format poster plotter printers located in the Mines Service Center main office in CTLM 156.
Computers, Devices, Telephones, & Connectivity / Printing
This is the workaround to printing on campus while Microsoft resolves the PrintNightmare known vulnerability.
Project & Portfolio Management
Projects normally are started to address a business need or issue. They can be significant requests that will use substantial resources and time, like implementing a new application or system.
Computers, Devices, Telephones, & Connectivity / Hardware / Purchase Computers & Printers
How to get educational discounts
Computers, Devices, Telephones, & Connectivity / Printing
Purchase a new office printer.
Software
Request ITS installation of Adobe Software. Instructions for purchasing Adobe Acrobat Pro or Adobe Creative Cloud.
Computers, Devices, Telephones, & Connectivity / Hardware / Purchase Computers & Printers
Request a new purchase or support making a technology purchase.
If you’re a student having persistent issues with your technology or need remote access to approved software, raise your hand! This service is for students to request the help you need for hardware and software assistance to continue your studies.
Use this service to connect with staff in the Registrar's Office to help you with your academic issues or inquiries such as enrollment verification letters, official transcript requests, registration help, graduation audits, and various academic forms.
Computers, Devices, Telephones, & Connectivity / Networking
Remove a previously assigned static IP address.
Accessibility
Report digital content or software at Mines that is not accessible
Help Using Mines Help Center
Use this service to report unexpected issues experienced using BlasterBot, the ITS chatbot powered by Ivy.ai.
Computers, Devices, Telephones, & Connectivity / Telephones
Telephone spoofing (Vishing attacks) occur when bad actors spoof (fake) a phone number to gain personal information from their victims.
Business & Administrative Services / OnBase
Use this service to request Access to the Hyland OnBase platform at Mines. Once the system is live, all requests will be facilitated directly through OnBase.
Research / High Performance Computing (HPC)
Request the creation of a new Orebits Share
Research / High Performance Computing (HPC)
Request a modification to an existing Orebits Share
Research / High Performance Computing (HPC)
Request assistance with visualization-related research needs. Including hardware and software accessibility, data wrangling, colormaps, scene, video and animation creation.
Logins & User Accounts
MultiPass is the single master account for most major computer systems at Mines. If something is not working with a MultiPass, you may be able to recover your password yourself or report an issue for further support.
You may also report an issue for other non-MultiPass credentials that ITS helps manage.
Logins & User Accounts
Users returning to Mines who previously had a Mines username will need to submit a request with ITS in order to restore access to their account.
- If you are a former student or employee trying to access TAX FORMS via Trailhead, Trailhead access is typically NOT disabled after you leave Mines. Try logging into Trailhead with your username and most recent MultiPass password. If you are not able to log in, use the "Login Issue" service below (
https://mines.teamdynamix.com/TDClient/1946/Por...- If you are submitting this request on behalf of someone else, please include (in the Additional Information box below) an active, non-Mines email address for the returning person.
Software
Use this service to renew the license or licenses for existing software that was approved previously.
General Help
Something is not working in the way I'd expect or I've experienced an interruption to an IT service.
Logins & User Accounts
Request a privileged account for a student employee.
Computers, Devices, Telephones, & Connectivity / Hardware
Used Mines computers in good condition will be reallocated without charge by ITS.
Computers, Devices, Telephones, & Connectivity / Telephones
Request voice conferencing, new telephone service or a phone-related change to existing service.
Computers, Devices, Telephones, & Connectivity / Telephones
Report telephone related trouble
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Suggest a new feature or portlet to be added to Trailhead.
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Report a Trailhead issue.
Teaching & Learning
In the event of a computing problem affecting a class currently in session only, please call 2345 (303-384-2345) for fastest service.
Logins & User Accounts
ITS processes username changes for members of the Mines community who have had a legal name change. (A username change after a name change is not required, nor is it automatic.) Username changes for people who have not had a legal name change -- that is, special or extenuating circumstances -- are decided on a case-by-case basis.
Teaching & Learning / Instructional Learning Technology
Use this service for help with VDI/VTL offerings - particularly if you are using this in regards to a Mines Online course. Using a Virtual Desktop environment allows students to access and run specialized software they might not otherwise have access to on their personal computers.
Teaching & Learning
Request support for use of the Microsoft Azure Classroom Lab Services.
Information Security
This self-service solution should most Mines users to get up and running without the need for submitting a ticket.
Computers, Devices, Telephones, & Connectivity
Report a Virus/Malware infection
Computers, Devices, Telephones, & Connectivity / Telephones
Request Voicemail Support, including password resets and mailbox issues.
Information Security
Use this service to report issues you may be having associated with Mines VPN.
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Report an issue with a web application including: Daily Blast, Excused Absence Reporting, Online Directory Search, Online PDF Directories, Vacation/Sick Leave Reporting.
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Request a new web application or a change/addition to an existing web application to function within the Mines online environment.
Information Security
Use to create https secure web pages
Business & Administrative Services / Web, Trailhead, and Mines Mobile
Suggest or request a new feature to be added to the Mines web site.
Computers, Devices, Telephones, & Connectivity / Networking
Submit A Request to Sponsor Wireless Guest Access for an Individual or Group
Business & Administrative Services / Workday
Report issues logging in to or accessing Workday applications.
Teaching & Learning
You do not need to request a Pro license for your Zoom account - Pro licenses are automatically applied after proper login.
Ask Zoom-related questions or request a specific Zoom set-up.
Teaching & Learning
Report Issue using the Zoom video conferencing platform on campus.
Teaching & Learning
A Zoom Site license is in place that offers all faculty, staff, and students features available to Licensed/Pro users. This will allow you to conduct meetings with up to 300 participants.