Table of contents Introduction Logging in to Freshservice Self-Help Solution Articles Creating a Ticket Tracking your Tickets Creating a Service Request Hardware Installation Introduction Welcome to the new IT work-order system for California Baptist University technical support service desk. Freshservice- the IT service desk with a fresh twist.  This user guide will walk you through everything you need to know about Freshservice. The California Baptist ITS team can set up and manage the entire service desk. They have also configured the end user interface that you use to create a service request or incident. Additionally, they also provide self-help solutions to common IT issues in Freshservice's Knowledge Base. The knowledge base is a place where the ITS team has gathered information and solutions in regards to technical issues, how-to guides and other general information. You can refer to these solutions to solve problems you face, or if you have an issue the Knowledge Base can't help, you can send a support to the Hel. Here’s how to get started. 1. Logging in to Freshservice Cal Baptist’s URL for Freshservice is below: https://calbaptist.freshservice.com/support/home You have access to your service desk’s knowledge base (Popular Solutions) and announcements even before you login.   In order to submit a request please select the Login button at the top right of the webpage Click on the “Sign in with SSO”   2. Self-Help Solution Articles Cal Baptist ITS teams want you to have the ability to resolve certain issues on your own. To help you with this, we provide self-help solution articles in FreshService knowledge base. You can access these articles even without logging into the system.     The knowledge base is provided right on the home page, but you can use the search field to find solutions for specific issues. 3. Creating a Ticket If you have a problem or issue that needs the help of our Information Technology Services, User Services, or Help Desk team, click "Report an Issue." If you need equipment, or would like to submit a purchase request, click "Request a Service."   Below, after clicking "Report an Issue," is an example of the menu that you would see. Here you can input any information regarding the issue that you are experiencing. A blank view of the Report an Issue menu. An example ticket, showing a reporting problems accessing InsideCBU   4. Tracking your Tickets When you click on “Your Tickets” tab, you get a list of your tickets. By default, this list shows your open and pending tickets, but you can change the filter to show just the resolved and closed tickets or all of your tickets. You can also sort your tickets based on: Date Created Last Modified Status (default) Ascending order Descending order   From this list, click on the ticket you need to track. This opens the detailed view for the ticket that provides information like the name of the agent working on it, the status and any conversation that has happened on the ticket so far. At the detailed view, you can post a reply, mark the ticket as closed and even add people to be notified about future activity on the ticket. 5. Creating a Service Request The Service Catalog consolidates all the services that you, as an employee, can select. The catalog makes it easy for you to request for services by providing a one-stop shop on the portal. You can request for the services you need in a few easy steps. Login to the end user portal and click on either Service Catalog or Request New Service. From the list of services click on the one that you want to request. You can even search for it directly.   This takes you to the Item/Service Request page that provides more details about the service and tells you when you can expect it.  In case you are placing the request on somebody else’s behalf, enter their email address and then click on Place Request. This creates a Service Request automatically. You can keep track of it from the Tickets tab. 6. Hardware Installation or Setup If you have hardware that needs installed, such as a standing desk, setting up a printer, monitor, or installation of other office equipment, follow the below instructions for requesting equipment installation. Please provide your office location, a description of what you want installed - and where, if possible - and the hours that you will be available. If you don't mind if a representative sets up or installs the equipment without your presence, please note this in your request. If there are any special requirements or requests for the installation, be sure to mention them in your request. A sample ticket showing an example of requesting a standing desk installation For further questions or clarifications, please contact Helpdesk@calbaptist.edu

The Information Technology Services (ITS) PC Refresh Program aims to provide dependable and up-to-date equipment for Staff and Faculty members of the University. We have standardized a process for replacing University-owned equipment to best support the technology-enabled work that is performed. Below you will find answers to some of the most commonly asked questions regarding the PC Refresh Program.  Who is eligible for a refresh? PC refreshes typically take place between the 4th and 5th year of a computers life-cycle. If eligible, you will be contacted by the Help Desk to start the process. Can I keep my old computer that is being replaced? Old devices must be reclaimed by ITS. Aging devices that are no longer eligible for security updates may present risks and vulnerabilities that could be harmful to the CBU network. Equipment that meets ITS technology standards allow for proper management and enables ITS to adequately provide the best support available. With this information in mind, each old device is replaced and collected by ITS.   I have another computer (ex: loaner laptop) in my possession. What happens to that computer? Loaner laptops will be reclaimed by ITS as they are also often old devices that are at or near end-of-life. However, in extenuating circumstances, exceptions may be made. Am I required to upgrade if my device is identified for replacement? Generally, PC’s that are identified for replacement in our Inventory system must be replaced during the refresh wave. As ITS provides support for most campus Staff/Faculty, it is imperative that equipment we provide support for is able to obtain the latest software updates and patches. Additionally, performance issues on older equipment can often be attributed to computers that no longer meet the Hardware Requirements for software packages.   What data will be moved from my old to new device?   During your meeting with a technician, your user folder will be migrated to your new machine. Your user folder includes data saved in the following locations: •    Desktop •    Pictures •    Documents •    Downloads  •    Outlook Signatures ITS will also be setting you up with the OneDrive backup service, which will automatically sync most of these files.  Browser data (i.e. Bookmarks, History, Passwords, etc.) can be synced to a user account in Google or Firefox. If you are already syncing your browser data with an account, simply sign into your account on the new machine and your browser data will be synced.   How do I sync my Google Chrome and/or Mozilla Firefox data? Here are links to resources to walk you through turning on sync settings for each browser: •    Turn sync on and off in Chrome - Google Help  •    How do I set up Sync in Firefox? | Firefox Help  If your stored passwords in Google Chrome or Mozilla Firefox are not synced to an account in the browser, they will NOT transfer to your new PC per Google and Mozilla’s security architecture. What happens to the data on my old computer? After the PC is collected by ITS, it will be quarantined for 14 days to preserve the original copy of data. Afterwards, the PC will be evaluated and processed for recycling as needed.  How long does a computer refresh take?  An in-person refresh appointment is projected to last between 60-90 minutes. Some deployments that require unique configurations may take longer. As technicians may have multiple appointments on any given day, a remote-session following your refresh may be requested to address any remaining concerns or software needs.   What applications are included on the standard Windows Refresh?     Each Windows PC will include the following:   •    Office 365 (Word, Outlook, PowerPoint, Excel, OneNote) •    Google Chrome •    Mozilla Firefox •    Adobe Reader •    VLC •    Cisco VPN •    CX 10  If any additional software/applications are needed for your machine, please provide a list when booking your refresh appointment.   The standard MacBook Pro refresh will also include a similar suite of applications.  What if I need equipment that is not included in the standard refresh? The standard refresh only includes the replacement computer and a Dell docking station, if needed. If you need additional equipment, please reach out to your department Director or the person who handles purchasing for your department. A Hardware Purchase request will need to be submitted to ITSPurchasing@calbaptist.edu for any Dell monitors, laptop stands, keyboard/mice combos, external storage devices, equipment for home-use, etc.  Dell Docking Stations will be provided only if needed. This will be dependent upon your current configuration.  What if I have a Dell All-In-One that is being refreshed but I want a laptop instead? Due to current inventory allotments, we are replacing computers one for one. However, refreshes can be a dynamic operation. Depending on future department models, there may be instances where a Dell AIO is replaced with a Dell laptop. As a general rule, you can expect to receive a comparable hardware replacement during a refresh and exceptions will be evaluated on a case-by-case basis.  If you have additional questions, please contact the Help Desk using any of the following methods: •    Phone: (951) 343-4444 •    Email:  helpdesk@calbaptist.edu •    In-Person: James 160  •    Hours: 8:00am-5:00pm (Monday - Friday)

Welcome to CBU! This knowledgebase article will cover how new students will set up and configure MFA once they receive their welcome letter. Instructions 1. On a computer, please open your web browser of choice and navigate to https://insidecbu.calbaptist.edu/ICS 2. Once you navigate to InsideCBU, please click login in the top right-hand corner. The screenshots below will include an example of this. 3. After clicking on continue, you will be routed to our Microsoft Authentication page where you will must enter in your student ID. Please note that your student ID is your student ID number followed by @calbaptist.edu. Once you have entered in your student ID, please click Next. The screenshots below will include examples of this: 4. After clicking Next, you will be prompted again to enter in your student ID and your student ID password. Once you have enter in your student account credentials, please click on Sign In. The screenshots below will include examples of this: 5. You will now be prompted to setup MFA for your account. MFA or multifacor authentication is a second layer of protection that we enable on accounts to prevent account compromise. You will be prompted with "More Information Required", please click Next. The screenshot below will include an example of this: 6. After clicking Next, you will be prompted to set up MFA with the Microsoft Authenticator app. Please download the Microsoft Authenticator app for your respective mobile operating system to proceed with the following steps. The screenshots below will include an example of this. Please note that some of the screenshots below are from setting up the Microsoft Authenticator app on an iPhone however the process is similar on an Android phone as well: United States version: iPhone (iOS): https://apps.apple.com/us/app/microsoft-authenticator/id983156458 Android: https://play.google.com/store/apps/details?id=com.azure.authenticator&hl=en_US&pli=1 Chinese version: https://www.microsoft.com/zh-cn/security/mobile-authenticator-app#primaryR3 A. On your computer, click Next to begin the setup process for MFA with the Microsoft Authenticator app and your student account. B. After clicking Next, proceed again to click Next. After this, you will be prompted to scan a QR code to link the Microsoft Authenticator app to your CBU student account. PLEASE NOTE that scanning the QR code must be done from within the Microsoft Authenticator app. If you attempt to use your camera app on your phone to scan the QR code, it will not work. The following steps will be steps that need to be performed on a mobile device. B. On your phone, open the Microsoft Authenticator app and click on the + button in the top right-hand corner. C. You will then be prompted to add an account. Please select "Work or school account" D. Once you have clicked on "Work or school account" you will then need to scan the QR code provided to connect your student account to the Microsoft Authenticator app for MFA. Once you scan the QR code using the Microsoft Authenticator app, click Next. E. You will now get prompted with an Authenticator code to enter into the Microsoft Authenticator app to finalize the MFA process. Once you have finished entering in the Authenticator code, on your computer click on Next. F. As a backup to the Authenticator App, you will be prompted to enter in your phone number as well. This will be used in the event that you are unable to use the Authenticator App. After entering in your phone number, click on Next. G. You will now be texted a 6 digit code to then enter into the field. Once you enter the 6 digit code, click Next. H. Verification is now complete. Click on Next. I. On the following screen, you will see both your phone number as well as the device that you registered with the Microsoft Authenticator app. After verifying this screen, click on Done. 7. You have successfully set up MFA for your student account and after clicking on Done, you will now be signed into InsideCBU under your student account. Below are screenshots of both your computer showing that you have been successfully logged into InsideCBU as well as what your Microsoft Authenticator app will look like after registering your student account with it for MFA. InsideCBU Microsoft Authenticator App

This article will explain the steps to changing your password for the first time through InsideCBU and setting up Muti-Factor Authentication (MFA). This password is what applies for your InsideCBU login, computer login and other logins that use SSO (single sign-on).  Instructions Navigate to InsideCBU - Welcome to InsideCBU! | InsideCBU If you know your current password, login on the top right with your username (usually this is first letter of your first name and last name) and click continue. This will take you to CBU’s SSO page. Here you will authenticate by signing in with your current credentials. This will be your username@calbaptist.edu - for students it is your ID number - for staff/faculty it is your first initial and last name with an 8 character max. Now you will set up MFA (muti-factor authentication). Choose the Next button.  The default authentication method is to use the free Microsoft Authenticator app. If you have it installed on your mobile device, select Next and follow the prompts to add this account.  If you would rather use SMS messages sent to your phone instead, select I want to set up a different method. Microsoft 365 will ask for your mobile number, then send you an SMS message containing a 6-digit code to verify your device.  Once you complete the instructions to specify your additional verification method, the next time you sign in to Microsoft 365 (CBU SSO), you'll be prompted to provide the additional verification information or action, such as typing the verification code provided by your authenticator app or sent to you by text message. Once your MFA is setup and you have authenticated your account you should now be able to change your password on InsideCBU. Navigate to the password change tab on the left. Here you can choose if you are a student or staff/faculty as each has different options.    7. You may be prompted to setup your challenge questions, please do so, then continue.  8. Now you will enter your old password and new password, then confirm. Be aware that this new password must be 12 characters and have a capital and special character. If you run into any issues with this process please feel free to contact the IT Help Desk at helpdesk@calbaptist.edu or call (951) 343-4444

PURPOSE: The following information provides guidance on how to clean high-touch electronics. Examples include computers, computer accessories, touchscreen devices, printers, and copiers (hereinafter referred to as “electronics”). All electronics in shared and public locations should be frequently cleaned and disinfected.   When cleaning electronics it is important to follow the manufacturer recommendations for specific cleaning requirements.   General cleaning tips If possible before beginning, unplug all power source and cables. Use a lint-free cloth, such as a “safe for use on” monitor or screen wipe or cloth made from microfiber on screens or monitors only, this will avoid damaging glare- or scratch-resistant finish. To avoid damage, do not wipe excessively or submerge items in cleanser. Do not use aerosol sprays, bleach, or abrasive cleaners. Ensure moisture does not get into any openings to avoid damage. Never spray cleaner directly on an item, apply to a towel, wipe, or cloth before applying to the object.   Approved COVID-19 disinfectants safe for computers, accessories, and electronics Using a Clorox disinfectant wipe or a wipe containing 70% alcohol, gently and carefully wipe the hard, nonporous surface of the item. If you have concerns about the cleaning product being used, please refer to the manufacturer’s recommendations and warning label. When using a disinfectant wipe, it is important to follow the contact time found on the label. It may be necessary to use more than one wipe to keep the surface wet for the recommended contact time. Do not use fabric or leather surfaces on items, as this can scratch or damage to the items. Do not use bleach to disinfect computers and electronics.   RESOURCES: CDC: Cleaning & Disinfecting Schools Apple: How to Clean your Apple Products Microsoft: Clean and Care for your Surface

Testing a computer for compliance ensures that the system meets specific standards and regulations set forth by CBU. Compliance testing is crucial for maintaining data security, ensuring privacy, and adhering to legal obligations. To test your computer for compliance, please follow this link to the CBU Testing Site: California Baptist University TechReadio.io Test Page (techready.io)

Here are the password complexity requirements for CBU: Password must meet complexity requirements Not contain the user's account name or parts of the user's full name that exceed two consecutive characters Be at least 12 characters in length Contain characters from three of the following four categories: English uppercase characters (A through Z) English lowercase characters (a through z) Base 10 digits (0 through 9) Non-alphabetic characters (for example, !, $, #, %) Note:  Complexity requirements are enforced when passwords are changed or created.

Introduction Windows 11, the latest version of Microsoft's popular operating system, comes packed with a range of exciting new features and improvements. From a redesigned user interface to enhanced productivity tools and gaming enhancements, Windows 11 offers a fresh and streamlined user experience. In this article, we will delve into the key new features of Windows 11 and explore how they enhance both productivity and entertainment. Exploring Exciting New Features in Windows 11 Redesigned User Interface: Windows 11 introduces a visually stunning and centered Start Menu, which provides quick access to frequently used apps, files, and websites. The taskbar is now centered at the bottom of the screen by default, offering a more modern and streamlined look. The new Windows 11 also boasts updated system icons, improved animations, and a refined system tray that brings a fresh and polished feel to the operating system. Snap Layouts and Snap Groups: Productivity gets a significant boost in Windows 11 with the introduction of Snap Layouts and Snap Groups. Snap Layouts allow users to easily organize and snap multiple windows into various pre-defined configurations on their screen, optimizing multitasking efficiency. Snap Groups allow users to switch between groups of apps or documents they were working on, ensuring a seamless transition between tasks and increasing productivity. Microsoft Teams Integration: Windows 11 deeply integrates Microsoft Teams, making it more accessible for both personal and professional use. With a single click on the taskbar, users can launch Teams and quickly connect with friends, family, or colleagues via text, voice, or video chat. The integration brings collaboration and communication to the forefront, simplifying remote work or online socializing. Virtual Desktops: Windows 11 enhances the virtual desktop experience, allowing users to create and customize multiple desktops based on different workflows or personal preferences. This feature is especially useful for users who require separate workspaces for different tasks or want to maintain an organized desktop environment. Users can switch between virtual desktops effortlessly and move windows between them with ease. Widgets and Personalization: Windows 11 introduces a new and customizable Widgets feature, providing personalized information at a glance. Users can access news, weather updates, calendar events, and more, all from a sidebar on their desktop. Widgets can be resized and customized to suit individual preferences, enhancing the overall user experience. Enhanced Touch, Pen, and Voice Input: Windows 11 focuses on improving touch, pen, and voice input capabilities for devices with touch-enabled screens or stylus pens. The operating system introduces new gestures for multitasking, making it easier to navigate and switch between apps. Enhanced voice typing capabilities facilitate faster and more accurate transcription, and the updated virtual keyboard improves the touch typing experience on tablets and 2-in-1 devices. Tips to help you make the most of Windows 11 Familiarize Yourself with the New Start Menu: Take some time to explore the centered Start Menu in Windows 11. Customize it by pinning your most frequently used apps for quick access. You can also resize the Start Menu to fit your preferences. Make Use of Snap Layouts and Snap Groups: Maximize your productivity by using Snap Layouts and Snap Groups. Experiment with different window configurations and organize your tasks effectively. Remember, you can snap windows to different positions by dragging them to the edges of your screen. Leverage Microsoft Teams Integration: With Microsoft Teams deeply integrated into Windows 11, you can effortlessly connect with colleagues, friends, and family. Explore the features of Teams, such as chat, video calls, and file sharing, directly from the taskbar for seamless collaboration. Create Virtual Desktops for Better Organization: Take advantage of virtual desktops to keep your workspaces organized. Create different desktops for specific tasks or projects and switch between them using the Task View button on the taskbar. Move windows between virtual desktops by dragging and dropping. Personalize Widgets for Quick Information: Customize the Widgets feature to display personalized information on your desktop. Add and rearrange widgets to access news, weather updates, calendar events, and more at a glance. Experiment with different sizes and layouts to suit your preferences. Explore Touch, Pen, and Voice Input Enhancements: If you have a touch-enabled device or a stylus pen, explore the new touch gestures and pen functionality in Windows 11. Use voice typing for faster transcription, and experiment with the updated virtual keyboard for improved touch typing on tablets or 2-in-1 devices. Keep Windows 11 Up to Date: Regularly update Windows 11 to ensure you have access to the latest features, security patches, and performance improvements. Enable automatic updates or manually check for updates in the Windows Update settings. Discover More Apps in the Microsoft Store: Take advantage of the improved Microsoft Store in Windows 11, which includes Xbox Game Pass integration. Explore a wide range of apps, games, and entertainment options to enhance your Windows 11 experience. Check out these resources for a more in-depth view of Windows 11 Meet Windows 11: The basics - Microsoft Support Windows 11 Tips, Tricks & Features | Microsoft Get started with Tips in Windows - Microsoft Support

Remote Desktop to Computer in Office To remote into a desktop computer at CBU, there are two things that must happen.  First the computer needs to be connected to CBU via VPN and the second is the computer needs to connect to the remote computer. Login to VPN to get into the CBU Network (For instructions, see the article below) Virtual Private Network - VPN | Knowledge Base | California Baptist University (freshservice.com) Connect to Remote computer using Remote Desktop (Follow these instructions) For a Windows Computer take these steps Open the Remote Desktop Connection app by clicking "Start" and typing "Remote Desktop Connection" Then Type in the computer name Type in your Credentials and connect to the computer. For a Mac Computer take these steps First, download the Remote Desktop Connection App from the App Store. Then run the app and add the computer by name Once the PC is added, connect to the computer and test it to make sure it works.