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Frequently Asked Questions

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titleWhen are LAITS support hours?
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content[{"type":"paragraph","content":[{"type":"text","text":"Support hours are: Monday through Friday, 8AM – 5PM"}]},{"type":"paragraph","content":[{"type":"text","text":"Remote computer support:","marks":[{"type":"strong"}]}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"Chat","marks":[{"type":"link","attrs":{"href":"https://chat.laits.utexas.edu/login?_gl=1*13rytd4*_ga*NDYzNDk2MDY5LjE3MTcxODcyNTM.*_ga_7DQXH83KGF*MTczMzc1OTkwMi4zNi4wLjE3MzM3NTk5MDIuMC4wLjA."}}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"Call: 512-471-5000"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"Submit a"},{"type":"text","text":" ","marks":[{"type":"strong"}]},{"type":"text","text":"ServiceNow","marks":[{"type":"link","attrs":{"href":"https://ut.service-now.com/navpage.do"}}]},{"type":"text","text":" ticket"}]}]}]},{"type":"paragraph","content":[{"type":"text","text":"Walk up computer support: ","marks":[{"type":"strong"}]},{"type":"text","text":"LAITS service desks are open Monday-Friday during the following hours:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"PAR 106, 8am-5pm"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"RLP 4.224, 8am-5pm"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"NUR 2.104P, 9am-1pm"}]}]}]},{"type":"paragraph","content":[]},{"type":"paragraph","content":[]}]
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title Which new computers does LAITS recommends for faculty and staff purchase?
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content[{"type":"paragraph","content":[{"type":"text","text":"LAITS regularly updates its minimum computer hardware standards and options can be viewed on our "},{"type":"text","text":"LAITS Recommended Computer and Standards page","marks":[{"type":"link","attrs":{"href":"https://cloud.wikis.utexas.edu/wiki/x/8Q_VDw"}}]}]},{"type":"paragraph","content":[]}]
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titleHow long will LAITS support my computer?
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content[{"type":"paragraph","content":[{"type":"text","text":"LAITS will no longer support a specific computer model at the end of the calendar year, eight years after its release date. For instance, a computer model released in 2015 will be supported until the end of 2023. LAITS reserves the right to adjust this timeline for certain models as necessary."}]},{"type":"paragraph","content":[]}]
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titleMy computer is missing / stolen. What should I do?
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content[{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"Staff members must report lost or stolen equipment to the the UT Police Department (512-471-4441) if on campus, or with an appropriate law enforcement agency if outside the University’s jurisdiction. A Law Enforcement Case Number should be obtained for the incident from the agency."}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"After the police report has been submitted, fill out an "},{"type":"text","text":"Stolen Device Notification Form","marks":[{"type":"link","attrs":{"href":"https://forms.security.utexas.edu/misc/theft"}}]},{"type":"text","text":" ","marks":[{"type":"strong"}]},{"type":"text","text":"with the University "},{"type":"text","text":"Information Security Office","marks":[{"type":"link","attrs":{"href":"http://security.utexas.edu/"}}]},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"Contact "},{"type":"text","text":"LAITS support","marks":[{"type":"link","attrs":{"href":"https://chat.laits.utexas.edu/login?_gl=1*13rytd4*_ga*NDYzNDk2MDY5LjE3MTcxODcyNTM.*_ga_7DQXH83KGF*MTczMzc1OTkwMi4zNi4wLjE3MzM3NTk5MDIuMC4wLjA."}}]},{"type":"text","text":" to request a network search; staff may be able to determine if the device is online or on campus."}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"type":"text","text":"Reset your EID and UTMail passwords. The "},{"type":"text","text":"ITS Service Desk","marks":[{"type":"link","attrs":{"href":"https://its.utexas.edu/contact"}}]},{"type":"text","text":" can assist, if needed."}]}]}]},{"type":"paragraph","content":[]}]
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titleI would like to send my computer to surplus. Can LAITS assist with that?
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content[{"type":"paragraph","content":[{"type":"text","text":"Yes! Customers can drop off their machine at a LAITS Service Desk or request computer pickup from their office. To start the process, fill out a "},{"type":"text","text":"ServiceNow Request Items (RITMs) Surplus","marks":[{"type":"link","attrs":{"href":"https://ut.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3De43f89c397ed9190c9e1315e6253afd5%26sysparm_link_parent%3D3d38645cdb995510004d4a2813961911%26sysparm_catalog%3De0d08b13c3330100c8b837659bba8fb4%26sysparm_catalog_view%3Dcatalog_default%26sysparm_view%3Dcatalog_default"}}]},{"type":"text","text":" request to pick up single or multiple devices. If the machine is dropped off at a LAITS service desk, a desktop support staffer will fill out the form and designate the service desk as the pickup location."}]}]
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titleThe wall port for my computer is not active. How can LAITS assist?
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content[]
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titleI plan to travel internationally with my UT owned computer
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content[{"type":"paragraph","content":[{"type":"text","text":"View the UT Restricted Regions List, view Travel Policies, and more at the "},{"type":"text","text":"Texas Global Risk and Safety website","marks":[{"type":"link","attrs":{"href":"https://global.utexas.edu/risk/travel/faculty-staff-travel"}}]}]}]
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titleIs training provided for new users of HelpDeskPro?
content[{"type":"paragraph","content":[{"type":"text","text":"Yes, HelpDeskPro provides comprehensive training resources for new users, including documentation, video tutorials, and live webinars. Additionally, personalized onboarding sessions can be arranged to ensure that your team is equipped with the knowledge and skills to maximize the benefits of HelpDeskPro."}]}]
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titleHow can I contact HelpDeskPro support if I encounter any issues?
content[{"type":"paragraph","content":[{"type":"text","text":"HelpDeskPro offers dedicated customer support via email, live chat, and phone to assist users with any questions or technical issues. Our support team is available during business hours to provide prompt assistance and ensure a smooth user experience."}]}]
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titleCan I cancel my subscription to HelpDeskPro at any time?
content[{"type":"paragraph","content":[{"type":"text","text":"Yes, you can cancel your subscription to HelpDeskPro at any time with no long-term commitments or cancellation fees. Simply contact our billing department, and they will assist you with the cancellation process."}]}]