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Changes to CIT support channels, effective 8 Aug 2019. |
With the launch of LumiNUS and the growth of other Centre for Instructional Technology (CIT) services, we have restructured our support channels.
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Online Service Desks
We have various service desks for our services, and these will continue to be the fastest way to get help:
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CIT Services include:
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These are linked from LumiNUS as well as CIT's website and wiki.
LumiNUS help links on LumiNUS log in page
LumiNUS help links when logged in to LumiNUS
Why Online Service Desks?
- Users may find answers on their own as they are linked to CIT Services, LumiNUS Staff and LumiNUS Student guides.
- We can quantify, monitor and improve our response times.
- Clear allocation of responsibility for tickets.
- Forms allow us to collect important information faster.
- Common issues can be handled via automation.
- Allows us to take a group approach to support rather than relying on individuals.
CIT Systems Update
CIT has a systems update site which highlights maintenance and issues with our services.
It also details the status of cloud services that NUS uses, such as Turnitin and Zoom. While we try to mirror the status of these services on the systems update site, it is best, if you are a heavy user of the respective cloud services, to subscribe directly to updates from those services. The sidebar of the systems update site has details.
Summary of changes
The table below details the changes to CIT's support channels.
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Channel
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Previous
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As of Thursday 8 August
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Users create tickets online only.
No change.
Links in LumiNUS already point to the help desk.
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Users create tickets online only.
No change.
Links in LumiNUS already point to the help desk.
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Users create tickets online or via email cithelp@nus.edu.sg.
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Emails to NUS IT Care itcare@nus.edu.sg
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IT Care forwards to CIT.
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No change.
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Status of CIT services and cloud services CIT administers.
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No change.
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Users create tickets online or via email ivlehelp@nus.edu.sg.
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Help desk removed by 8 Aug. Users email itcare@nus.edu.sg.
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Users create tickets online or via email ivlestuhelp@nus.edu.sg.
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Help desk removed by 8 Aug. Users email itcare@nus.edu.sg.
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IVLE Web Master citivle@nus.edu.sg
Catch-all email for IVLE support. Also used for administering some external services.
Account will be for outbound email only and for administering some external services.
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Non-NUS users
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Email citivle@nus.edu.sg or itcare@nus.edu.sg.
Open help desks to non-NUS users on a trial basis.
Footnotes
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- (all other CIT Services)