Services A-Z (164)

This Mines Help Center service links to the Mines Facilities Management site for access services.

Static IP addresses are needed for certain equipment

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.

This service is for people with an Alumni license who have forgotten their password and need it reset.

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.

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.

Report (non-Urgent) Issues related to instructional technology in classrooms.

ITS maintains disaster-recovery backups of ITS-managed institutional servers.

Request new or different levels of access to Banner.

Request projects to enhance or maintain Banner usability and functionality

Use this service to report unexpected interruptions or other issues with Banner.

Request an estimate of cost or request new wiring in support of both networking and telephone.

Submit an issue regarding an existing Exchange or Office 365 calendar.

Submit a request for a new shared calendar or to add people to an existing shared calendar.

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.

Request help or feature support from Mines resident Canvas resources, which may include help from the Trefny Innovative Instruction Center as well as ITS.

Use this service to get assistance with any unexpected interruptions you may have using Citrix's file sharing product called ShareFile.

Request Access to the CItrix ShareFile platform for you and/or your department.

Request access to technology in a specific classroom.

Something is broken or not working in a computer lab.

Request new or modified Cognos access using this service.

Request an enhancement or report a problem with a Cognos report.

Request Support for unexpected interruptions experienced with Cognos reporting using this service.

This service is for picking up old or unwanted computer equipment.

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.

Let us set up and configure your new computer

I have an idea but I would like to talk to someone about it before I move forward.

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.

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.

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.

Degree Works is an online advising tool to help monitor students’ progress toward degree completion.

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.

Request new digital signage content to be uploaded and displayed on campus digital displays managed through PingHD.

Use this service to report an issue where DocuSign is not working as expected.

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.

Access for Downloadable Software Products.

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.

Service for removing an errant duplicate CWID from Banner and other Mines' systems.

Request a certificate that declares your emails are certified to be from you.

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.

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.

Report an issue when something is not working as expected with ePrint.

Report issues with using the EvaluationKit service

Event audio visual (AV) support on campus for upcoming and current events.

Issues regarding Evisions FormFusion

Issues regarding access to Evisions IntelleCheck

Service for requesting a new Exchange Distribution group.

The Mines Registrar's office can help with needs regarding Faculty Services in Banner.

Request access be granted or removed from department drive or file shares, groups, workstations, or printers.

Report an issue accessing your mines file storage, including missing file shares, or trouble restoring a file share.

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.

Use this service to submit a proposed firewall change for CISO/Security review and implementation by ITS.

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 ...

Something isn't working with a computer, peripheral, or a program.

Technical consultation: optimization of HPC resources, technical assistance with parallel
computing workflows.

Request HPC application-related support, such as installation, version upgrades and troubleshooting.

Use this service to request troubleshooting and support for issues not specified elsewhere in this category.

Request support for issues when using the Open OnDemand interface to Wendian or Mio.

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.

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.

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.

Use this service to request support with shared network printers or directly connected personal printers

You may install software using this request for a new Software Install or upgrade.

Use this service to report difficulties or unexpected behaviors with a 3rd party integration feed from banner.

Request an exchange (or feed) of data/integration with Banner and another application for the purposes of populating data.

Request a new cognos report or submit a suggestion for updating a current report.

Request assistance with your data needs.

Request a data research or analytics project based on a question you are trying to answer using data.

If you are one of our external partners, please use this form to request information about Mines.

Request assistance with using QuestionPro Survey tool or survey development.

Request an approval for a survey.

Request a new dashboard or submit a suggestion for a current dashboard.

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.

Request help with remote access to Library journals and databases.

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".

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.

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.

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.

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.

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.

Something is not working as you'd expect with a Mines Help Center page, feature, or component.

Report an issue with the Mines Mobile App -- The 'M'.

Suggest or request a new Mines Mobile App feature.

This service is used to determine if additional support is needed for materials and tools in the online environment.

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.

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.

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.

Report a Mines Website issue.

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.

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.

Report issues with wired or wireless network connections.

Installation and updates of network (floating or shared) licenses.

Request a Network Port Activation.

Use this service to request a new digital workflow for use with OnBase by Hyland.

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.

Request assistance with technology-related research needs.

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.

Request ODS integration with another 3rd party application using this service.

Report connectivity issue with Xerox or Konica Minolta MFP/Copiers, or general issues other office printers.

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 ...

Something is not working with a Microsoft Office product or Office365.

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.

Use this service report any issues using the OnBase platform by Hyland.

Report Issue with Oreprint Service, Release Station, or other Web Print setup.

Request Oreprint Services or Supplies.

Request support for a 3rd-party Business Service or Application not otherwise listed.

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.

Report messages trying to steal your information or identity. (Do NOT use for general SPAM reporting)

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.

This is the workaround to printing on campus while Microsoft resolves the PrintNightmare known vulnerability.

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.

How to get educational discounts

Purchase a new office printer.

Request ITS installation of Adobe Software. Instructions for purchasing Adobe Acrobat Pro or Adobe Creative Cloud.

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.

Remove a previously assigned static IP address.

Report digital content or software at Mines that is not accessible

Use this service to report unexpected issues experienced using BlasterBot, the ITS chatbot powered by Ivy.ai.

Telephone spoofing (Vishing attacks) occur when bad actors spoof (fake) a phone number to gain personal information from their victims.

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.

Request the creation of a new Orebits Share

Request a modification to an existing Orebits Share

Request assistance with visualization-related research needs. Including hardware and software accessibility, data wrangling, colormaps, scene, video and animation creation.

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.

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.

Use this service to renew the license or licenses for existing software that was approved previously.

Something is not working in the way I'd expect or I've experienced an interruption to an IT service.

Request a privileged account for a student employee.

Used Mines computers in good condition will be reallocated without charge by ITS.

Request voice conferencing, new telephone service or a phone-related change to existing service.

Report telephone related trouble

Suggest a new feature or portlet to be added to Trailhead.

Report a Trailhead issue.

In the event of a computing problem affecting a class currently in session only, please call 2345 (303-384-2345) for fastest service.

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.

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.

Request support for use of the Microsoft Azure Classroom Lab Services.

This self-service solution should most Mines users to get up and running without the need for submitting a ticket.

Report a Virus/Malware infection

Request Voicemail Support, including password resets and mailbox issues.

Use this service to report issues you may be having associated with Mines VPN.

Report an issue with a web application including: Daily Blast, Excused Absence Reporting, Online Directory Search, Online PDF Directories, Vacation/Sick Leave Reporting.

Request a new web application or a change/addition to an existing web application to function within the Mines online environment.

Use to create https secure web pages

Suggest or request a new feature to be added to the Mines web site.

Submit A Request to Sponsor Wireless Guest Access for an Individual or Group

Report issues logging in to or accessing Workday applications.

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.

Report Issue using the Zoom video conferencing platform on campus.

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.