Category: Service Desk

UoD IT Reduced Service – 10th December from 12:15pm – 17:00pm – Requests for Support

Today 10th December, between 12:15pm and 17:00pm, UOD IT staff will be attending their staff Christmas Lunch, due to this our service has been reduced.

You can still log calls during this period by:

  • Sending an email to Help4U@dundee.ac.uk
  • Submit a Help4U Online Enquiry Form
  • Logging on to Help4U Self-Service Portal and completing the online form – you can also check the progress of any existing calls.
  • We also have staff available in the Main Library on the Ground Floor

In the event of an emergency, involving major disruption to a service or assistance required for teaching in learning and teaching areas, please phone 07710950858. This number will only be available during this time.

UoD IT Staff Meeting – 20th November from 10am – 12pm – Requests for Support

Today 20th November, between 10am and 12pm, UOD IT staff will be attending a department monthly meeting.

You can still log calls during this period by:

In the event of an emergency, involving major disruption to a service or assistance required for teaching in learning and teaching areas, please phone 07710950858. This number will only be available during this time.

Reolved : Network Outage Kirkcaldy & Fife Campus

11:35am Update

The Network Outage issue within Kirkcaldy and Fife Campus has now been resolved.  We apologise for the inconvenience this may have caused.

We have been advised by JANET our network provider that the Kirkcaldy & Fife Campus’s are this morning without Network Access. We have engineers on-site at Kirkcaldy working locally with our provider.  All stakeholders are working hard to resolve the issue and we will post an update just as soon as possible – we do apologise for the inconvenience this is causing .

IT Help4u portal – resolved

Users are experiencing a problem with our IT Help Desk Software which our engineers are investigating.

This means that the Help4U self service portal is not available, however staff are continuing to receive emails sent via help4u@dundee.ac.uk and we will endeavour to respond and assist users over the weekend.   If emailing help4u, please note you will not receive a ticket number.

A further update will be posted as soon as possible.

We apologise for any inconvenience caused.

This issue was resolved at approximately 21:15 hours on Friday 14 August.

 

UoD IT Staff Meeting – 15th July from 10am – 12pm – Requests for Support

On Wednesday 15th July, between 10am and 12pm, UOD IT staff will be attending a department monthly meeting.

You can still log calls during this period by:

In the event of an emergency, involving major disruption to a service or assistance required for teaching in learning and teaching areas, please phone 07710950859. This number will only be available during this time.

UoD IT Staff Meeting – 17th June from 10am – 12pm – Requests for Support

On Wednesday 17th June, between 10am and 12pm, UOD IT staff will be attending a department monthly meeting.

You can still log calls during this period by:

In the event of an emergency, involving major disruption to a service or assistance required for teaching in learning and teaching areas, please phone 07710950859. This number will only be available during this time.

UoD IT staff meeting – 12th May – 10am to 12pm – requests for support

On Tuesday 12th May, between 10am and 12pm, UOD IT staff will be attending a department monthly meeting.

You can still log calls during this period by:

In the event of an emergency, involving major disruption to a service or assistance required for teaching in learning and teaching areas, please phone 07710950858. This number will only be available during this time.

University File Server Issues

We have recently been experiencing issues with the University file servers, resulting in poor login speeds and a lack of desktop provision.

Although we have responded to the outages as quickly as possible in each case we do know the service stability is not meeting our customer expectations, and are working hard to rectify that.

We have carried out an investigation of the problem and we believe that the backup agent is most likely responsible – as we cannot simply disable this, we are addressing the problem in the following ways:

We have added extra resources to the servers in the form of memory

We are doing a Health Check Daily at 6.30am to ensure the servers are in a Healthy State

We are adding resilience to the entire system by implementing a live replica of the file servers that will automatically take over

We will endeavour to keep you all updated on our progress and assure you we are committed to resolving this issue just as soon as possible

Jonathan Monk
Deputy Director of IT (Infrastructure and Research Computing

UoD IT staff meeting – 8th April – 10am to 12pm – requests for support

On Wednesday 8th April, between 10am and 12pm, UOD IT staff will be attending a department monthly meeting.

You can still log calls during this period by:

In the event of an emergency, involving major disruption to a service or assistance required for teaching in learning and teaching areas, please phone 07710950858. This number will only be available during this time.