• If you are making changes to an existing account:
  1. Provide the name of the account as you know it.
  2. Clearly outline what needs to be done.
     
     • If it’s an update, please state “current” and “new.”
• Requesting a new account:
  
  1. Provide a brief justification for needing a new account.
  2. Identify the main purpose of the account (i.e., how it will be used).
  3. Keep in mind that a new account will follow the same format as others in the department if some already exist (i.e.sa-dept-xx01@csus.edu).

We do not manage personal Staff accounts or Campus Directory updates. For additional information, see the My SacLink Account or Campus Directory pages.

Account assignment is managed internally by the department. If you need to know which account is “available,” please check with your department first.

• Identify the account that needs access.
• Clearly specify the resources they need. Names or screenshots of the desired access are encouraged.

• EAB access requests must be routed to eab-support@csus.edu.
• Anything related to CMS/CFS will require a CARS request page. For more information on CARS requests, please work with your assigned department admin support or contact SABR to work with your SABR Analyst.

• Specify what the laptop will be used for.
• Provide a range of dates/times when you can pick up the laptop (typically available < 5 hours from receiving request).
• Specify when you plan on returning the laptop. (Note: for long-term checkouts, we automatically set the return date).

We will route a check-out form requiring a signature before releasing equipment.

Our checkout service is available to staff and student workers. If a student needs a laptop for schoolwork, please refer them to IRT's Student Laptop Checkout page.

We will reach out to retrieve semester-long checkouts for maintenance and critical updates with advanced notice.

• Identify the spaces as precisely as possible (i.e., Room A but not Room B) – The best way to do this is with floor plans of each space in question. (with furniture outline ideally, but we understand that this is ever-changing, and we acknowledge that we may receive revised versions as they come).
• Identify the IT equipment [Desktops, Laptops, Docks, Monitors, Keyboard/Mouse, TVs, Printers, Phones]. What will move? What will stay? – The best way to do this is by having a walk-through of the current location between an informed representative from that department and an IT Team member.
• Identify the exact locations/placement of IT equipment (office room #/desk space). Where is the equipment currently at, and the exact temporary/permanent location where it should be set up next? – The Best way to do this is with a walk-through of both current and future spaces between an informed representative from that department and an IT Team member. * If access to future space is not feasible, we will use the floor plans given for reference.
• Identify what can be moved and when – The best way to do this is during a walk-through. We know that some stuff may need to be moved in phases, but it’s better to know ahead of time.

• Unfortunately, we do not cover the following services, but our IRT partners can assist. Please click on the links to submit your respective request.
  • New phone acquisition
  • Resetting phone voicemail
  • Password/security code
  • Updating phone display name/caller ID,
• Unfortunately, we cannot install/uninstall monitor arms or move furniture around. Please work with Facilities Management to submit a request using the following link:
  • Facilities work request
• For campus directory updates, refer to the following link:
  • Campus directory updates

• Clearly identify the device in question. Reference any names available on the device, such as model, Service Tag, etc.
• Clearly Identify the issue.
  • What is happening?
  • How did you discover it?
  • What was done before noticing the issue?
  • What fixes have already been attempted?

• We do not manage personal devices. Please refer to these Knowledge Base Articles:​
  • How to download and install Microsoft Office 365 (Office Applications)​
  • Office 365 Teams - Installing Microsoft Teams (Desktop and Mobile)​
  • Add Email to iOS and macOS (iPhone & iPad) - Use of Outlook App highly encouraged
• Technical Support for printers outside of the Konica Minolta contract is limited. We are more than happy to assess any issues that may arise, but please note that in-depth troubleshooting is not guaranteed, and we may recommend the printer be e-wasted. We can assist with acquiring a departmental Konica Minolta printer if necessary. Reference the Student Affairs IT Standard Equipment Cost breakdown.​
• The campus directly manages all Avaya phones, and we work alongside IRT for in-depth troubleshooting. Here are typical requests we re-direct to IRT:
  • Phone display name changes
  • Voicemail resets

• The campus has a contract and directly manages all Konica Minolta printers/copiers. We assist and become the liaison for Student Affairs entities.
• If you want to stay on top of your computer updates, look for this notification on the third Tuesday of every month at 9:00 AM. This is when the campus pushes out updates to all university-owned devices. For more information regarding the schedule, please refer to this article:
  • Campus Operating Systems and Software Patching Schedule.

• Specify any software that you will need.
• Specify how the equipment will be used.
• Specify if there is a desired date by when you need it.
• Identify the space where the equipment will need to be deployed once configured.

Unfortunately, we do not configure personal devices for staff, student assistants, or students.

• For renewals
  • Be sure to mention if the software in question is a renewal.
  • If you have an upcoming invoice due date, please disclose it when submitting the request.
• For new software
  • We recommend starting a review as soon as a purchase is possible. This will help us obtain the required documentation from the vendor early on.

• The campus IT team (Information Resources & Technology aka IRT) owns this process, but we assist and become the liaison for Student Affairs entities. ​
• Items with a recurring agreement (like an annual subscription) also undergo an ICT renewal process annually. If your renewal is coming up, we want to avoid service discontinuation and ensure you have the necessary approvals for payment.​
• Service Turnaround Time breakdown
  • SA-IT ETA: 1-5 days to obtain required software information
  • IRT ETA: 1-10 days for approval if there are no changes and everything is up-to-date, 10-15 days if we need to reach out to the department and vendor for additional documentation and/or clarification

• Identify the number of laptops that will be required.
• Identify the on-campus event's date/time/location at least two weeks in advance to ensure team availability.
• Provide room layouts (if available). This will help us ensure power, audio, and visual connections are available and within reach.

• Support is NOT available outside of business hours or off-campus
• We are not responsible for A/V Audio in the rooms. Mics, speakers, etc.

Please ensure presentation materials are ready by the start of the event. Our team cannot edit the materials but will troubleshoot any technical errors.​

Equipment

• Please check with us to determine if this position has allocated equipment ready for the new employee's start day. Equipment typically includes one laptop, two monitors, one docking station, and one keyboard and mouse.

Access

• Departmental Shared Drive – Which folders within your department's shared drive will they need to access? Please provide us with the name or screenshot of each folder they need.​
• Departmental Network Printer/Copiers - Does your department have Printers/Copiers this staff will need to use?​
• Departmental Emails or Calendars - Does your department have email accounts or internal calendars in Outlook that need to be added?​
• Additional Resources/Programs - Let us know if your department uses any special software or programs that require access permission or installation.
• Divisional/Departmental Directories/Listservs.
• Hyland OnBase – Will this staff have any responsibilities within OnBase? If so, what role or functions will they need? Please specify as best you can.​

• EAB access requests must be routed to eab-support@csus.edu.
• Anything related to CMS/CFS will require aCARS request page. For more information on CARS requests, please work with your assigned department admin support or contact SABR to work with your SABR Analyst.

• If you have a new/recent hire, please refer to our SA-IT Onboarding Resource.
• Unfortunately, equipment is not guaranteed for each position. For cost breakdowns, please refer to our Student Affairs IT Standard Equipment Cost.

• Identify your budget
• Know your needs
• Reference the Student Affairs IT Standard Equipment Cost breakdown (Includes Copiers/Printers)
• Identify what you’d like to get quoted for
• Mention what the specific items intended use will be (this will help us provide alternate solutions, if any)
• Identify a deadline, if any

• We DON’T have the ability to track purchases. Purchased items are normally delivered directly to the department.
• We DON'T make purchases.For more information on purchases, please work with your assigned department admin support or contact SABR to work with your SABR Analyst.

• Quotes cannot be re-used; a new quote must be created for each purchase.
• Quotes from externally approved vendors typically expire within 30 days of creation.
• Service Turnaround Time breakdown
  • SA-IT ETA: 1-5 days to obtain a quote
  • IRT ETA: 1-5 days for approval

• Identify what exactly you are hoping to do.
• Identify what software you are working with or plan to work with.

In-depth training for all software can be provided by the campus IT team (Information Resources & Technology aka IRT)​.

• The software catalog contains an up-to-date list of campus software. The campus IT team (Information Resources & Technology, aka IRT) can provide in-depth training for all software.
• OnBase is department-specific. ​Check with a colleague or internal department lead first.
• For guidance, please contact our team for tips and best practices (e.g., Zoom meetings vs. Zoom Webinars, Adobe, NoviSign, One Note, Outlook, Qualtrics, Teams, etc.).
• If this is your first time opening one of our basic apps, please refer to the following document for guidance:
  • Basic Apps Step-by-Step

• Specify what software you are trying to install.
• Justify requiring this software (if not available within the Software Center).

We do not assist with installing personal software such as iTunes, Spotify, TurboTax, etc.

• Many of the applications available to Campus Staff and Faculty can be installed from the Software Center (Windows Devices) or Self-Service (Mac Devices).
• If this is your first time opening one of our basic apps, please refer to the following document for guidance:
  • Basic Apps Step-by-Step

• Clearly identify the software in question.
• Clearly identify the issue.
  • What is happening?
  • How did you discover it?
  • What was done before noticing the issue?
• What fixes have already been attempted?
• Take screenshots or pictures of any error messages whenever possible.

• Have you tried restarting your computer? As simple as it seems, sometimes a quick restart will remedy small system hiccups.​
• Refer to our FAQ for a list of common issues and solutions (coming soon).​
• If this is your first time opening one of our basic apps, please refer to the following document for guidance:
  • Basic Apps Step-by-Step