Frequently Asked Questions - Technology Service

Getting Help

Q: How do I submit an IT ticket?

A:You can submit a ticket at Technology Services Client Portal IT Home. Links to the portal are available on our homepage and under the Contact & Support menu. If you need assistance or prefer to speak with someone directly, contact the Help Desk at 469-862-7990, and we will be happy to submit a ticket on your behalf.

Q: I just submitted a ticket, how long will it take for my issue to be resolved?

A: We address support tickets in the order they are received to ensure fairness and consistency. While resolution times may vary depending on ticket volume and operational priorities across the division, we are committed to resolving each request as quickly and efficiently as possible.

Q: Why should I submit a ticket instead of contacting a technician directly?

A: Submitting a ticket ensures your request is properly documented, tracked, prioritized, and assigned through the appropriate support process. It also helps prevent requests from being overlooked and allows DSA IT to provide consistent service.

Q: I have an emergency issue that is directly impacting my ability to work. What is the best way for my issue to be handled quickly?

A: If you’re experiencing an urgent issue, please call our Help Desk immediately at 469-862-7990 and provide details about the problem. If the issue is unique to your setup, we’ll escalate it to the appropriate team for prompt attention. If it’s a widespread issue affecting multiple users, we’ll keep you informed and provide updates as we work to resolve it.

Q: What information should I include in a ticket?

A: To help us resolve your issue as quickly as possible, please provide as much information as you can when submitting a ticket. Helpful details include the exact error message, your location, what you were trying to do, how often the issue occurs, and how long you have been experiencing it. The more information you provide, the faster our team can begin investigating the problem and identifying a solution.

Accounts & Access

Q: How do I request access for a new employee?

A: To request access for a new user, complete and submit a User Access Creation form. Be sure to provide all requested information so we can provision the appropriate access. New employee onboarding begins with Human Resources, so please ensure the new hire has been submitted through the appropriate HR onboarding process before requesting access. Links to the form are available on our homepage and under the Contact & Support menu.

Q: Is the Laserfiche User Access Creation form submitted by HR sufficient to provision the requested access for a new employee?

A: No. A User Access Creation ticket submitted through the HR Laserfiche process alone may not include all of the information required for access provisioning. To ensure the appropriate access is requested and approved, please complete and submit the User Access Creation form available on the DSA IT website.

Q: Can I request access on behalf of another employee?

A: Yes. Supervisors and designated department representatives may submit requests on behalf of employees when appropriate.

Q: Do I need to submit a new request when an employee changes departments or responsibilities?

A: Yes. Changes in job responsibilities may require access to be added, changed, or removed. Please fill out a User Access Transfer if the user is making a change that will result in different access, permissions, mailboxes, etc.

Devices & Computers

Q: My computer is running slowly. What should I do?

A: Restart your computer first and ensure all updates have completed. If the issue continues, submit a ticket to DSA IT for further troubleshooting.

Q: How do I make sure my work device is updated?

A: The best way to ensure that your company-issued device(s) are current with the latest updates, please keep your device on and plugged in to the network during the weekend as this is when updates are generally scheduled to run. Be sure to log off your account first by clicking on ‘Start’, find and click on your name in the bottom left corner, and then click ‘Sign Out’ in the top right corner of the popup menu. (Windows 11). By leaving your device on and connected, you will ensure your device receives all critical updates.

Q: Why are software updates required?

A: Software updates are required to keep your computer secure, stable, and performing at its best. Updates often include security patches that protect against newly discovered vulnerabilities, bug fixes that resolve known issues, and improvements that enhance compatibility and performance. Keeping your software up to date helps reduce the risk of security incidents and ensures you have access to the latest features and improvements.

Q: What should I do before replacing or transferring a computer?

A: Before replacing, repurposing, or transferring a computer, contact DSA IT for guidance. This helps ensure important files, access permissions, and university assets are handled appropriately.

Q: I have a device that was issued to me or another user I work with that is no longer in use, what should I do with it?

A: If you have a device that is no longer being used, please speak with your manager or supervisor first. If it is determined that the device is no longer needed, submit a support ticket or call the Help Desk at 979-862-7990. We’ll review the situation and work with you to determine the best next steps for the device.

Q: When should I restart my computer?

A: It’s a good idea to restart your computer at least once a week and anytime you’re experiencing performance or application issues. Regular restarts help complete software updates, improve system performance, and resolve many common problems. In many cases, a simple restart is all that’s needed to get things working properly again.

Software & Applications

Q: How do I request software?

A: Before submitting a software request, check Software Center to see if the application is already available. Many approved applications can be installed directly through Software Center without submitting a ticket. If the software is not available, submit a support ticket with the software name and a brief business justification. DSA IT will review the request and help determine the next steps.

Q: What is Software Center?

A: Software Center is your one-stop shop for approved software on university-owned computers. It allows you to install many commonly used applications without needing administrative rights or submitting a support ticket. Before requesting software from DSA IT, check Software Center first, as the application you need may already be available.

Q: Do I need administrator rights to install software?

A: Not always. Many approved applications can be installed through Software Center without administrator rights. Contact DSA IT if you need assistance.

Q: Do I need a ticket to install software from Software Center?

A: No. Many approved applications are available directly through Software Center and can be installed without submitting a support ticket. Before requesting software from DSA IT, check Software Center to see if the application is already available.

Q: Why do some software requests require approval?

A: Software requests may require review to ensure that licensing, support, compatibility, and security requirements are met. This helps protect university systems and ensures that applications can be properly supported.

Files & Storage

Q: What are university approved file storage applications?

A: Texas A&M offers several approved file storage solutions. As a general guideline:

OneDrive – Individual work files
SharePoint – Team and department-owned files
Google Shared Drives – Team and department-owned files
Network Share Drives – Approved internal file storage
FileX – Temporary secure file transfers, especially for large or sensitive files

Using the right storage location helps ensure files remain secure, accessible, and properly managed throughout their lifecycle.

Q: How do I send large files?

A: For large files that cannot be sent through email, use FileX to securely transfer the files to the intended recipient. FileX is specifically designed for temporary file sharing and large file transfers. Before sending files, verify that the recipients are correct and only share access with individuals who need it. For ongoing storage and collaboration, use approved storage solutions such as OneDrive or SharePoint instead of FileX.

Q: What is FileX?

A: FileX is a Texas A&M-provided secure file transfer service designed for sharing large or sensitive files that may be too large to send through email. FileX is intended for temporary file transfers rather than long-term storage. Once files have been delivered, they should be stored in an appropriate long-term location such as OneDrive, SharePoint, or another approved university storage solution.

Q: When should I use OneDrive instead of SharePoint?

A: OneDrive is intended for individual work files and personal workspaces, while SharePoint is designed for team-owned, department-owned, and long-term shared content. If a file needs to remain accessible to a team over time, SharePoint is often the better choice.

Q: Why should I share links instead of email attachments?

A: Sharing links helps maintain a single authoritative copy of a document, reduces duplicate versions, and provides greater control over access permissions. OneDrive and SharePoint allow you to share files securely without creating multiple copies through email attachments.

Security & Privacy

Q: Why should I lock my computer when I leave my desk?

A: Locking your computer helps prevent unauthorized access to university systems and data.

Q: Why am I required to use Multi-Factor Authentication (MFA)?

A: MFA provides an additional layer of security by requiring a second form of verification when signing in, helping protect university accounts from unauthorized access.

Q: How often should I change my password?

A: Follow Texas A&M University password requirements and change your password immediately if you believe it has been compromised.

Q: What should I do if I receive a suspicious email?

A: Do not click links or open attachments. Report the message to the appropriate security or IT support channel and delete it if instructed.

Q: How can I identify a phishing email?

A: Be cautious of unexpected messages requesting passwords, personal information, payments, or urgent action. Verify the sender before responding or clicking links.

Q: Should I open attachments from unknown senders?

A: No. Only open attachments from trusted and verified sources.

Q: What should I do if I click a suspicious link?

A: Disconnect from the suspicious activity and contact DSA IT as soon as possible so the incident can be reviewed.

Q: Is it safe to use public Wi-Fi for university work?

A: Public Wi-Fi should be used cautiously. Avoid accessing sensitive information unless approved security measures are in place.