Welcome to the Portal

Getting Started

• An Introduction To FreshService
• Edit Your Profile & Delegate Approvals
• Glossary of Portal Terms & Definitions

Tickets & Service Requests

• How To Submit An Incident Ticket
• How To View & Edit Your Tickets
• Tips For Communicating Your Issue
• How To Use The Service Catalog
• What are Incidents and Service Requests?

Other Features

• How To Initiate A Remote Support Session

Video Tutorials

• FreshService Tutorial Videos Playlist
• Welcome To The Portal Walkthrough Video
• About The Service Catalog (Short Video)
• How To File Service Requests (Video)
• What's the Difference Between Service Requests and Incidents? (Video)

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Working From Home (Faculty & Staff)

Application Links

• Workday
• Ellucian Colleague (Requires VPN)
• Exchange E-mail Web Version
• WebNow (Requires VPN and Internet Explorer)
• Microsoft Office for Education Registration

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Blackboard

• Blackboard Guides for Faculty
• Learning Commons Blackboard Manuals
• Student Help Articles

VPN

• How To Use The VPN
• What Does & Doesn't Need The VPN
• Windows Activation error
• VPN Download Site
• How To Set up your VPN Connection using Pulse Secure

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Telephones and Bria

• About Bria Softphone
• Download Bria for iPhone and Android
• Bria User Guide

Network Drives and File Sharing

• How To Access A Network Drive From Home
• Backing up to Google Drive
• Backing up to OneDrive

OCIS Support

• Will OCIS Be Open in January 2022?
• Still Need Help? Contact OCIS
• Other Help Articles
• Spam & Online Safety Tips

Remote Learning (Students)

Blackboard

• Blackboard Articles for Students

Still Need Help?

• Contact OCIS

General Info & FAQs

FAQ

• Downloadable Guide to General Computer Usage
• Links for Ellucian & WebNow
• OCIS's Location
• Should I update to Windows 11?
• OCIS Summer Hours

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Policies

• Kean University Computer Related Acceptable Use Policy
• Kean University Policy on Electronic File Sharing of Media
• Service of Personal Equipment

Links

• Go to WebNow
• Go to Ellucian/Colleague
• Ellucian CRM Advise for Faculty
• Blackboard Link
• Kean Mail Log-In

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Other Campuses

• Ocean County Printing Information (Gateway Building)
• Wenzhou Kean IT Website & Articles
• Wenzhou Kean IT Contact Page

Wenzhou Kean (WKU)

• Wenzhou MFA Authenticator setup

Unsorted Technician Articles

• Booting to ManageEngine OS Deployer

Support for On-Campus Residents

• Cable TV Support

Reset My Password

Password Links

• How To Change Your KeanGoogle/ClearLogin Password
• Reset My Password
• I Forgot My Password / I Can't Log In
• Change My Recovery E-Mail

E-Mail & Accounts

Outlook

• Create an Archive in Outlook
• How to Import or Restore an Archive in Outlook
• What’s New in Exchange 2019 Webmail

Other Accounts

• Faculty Experience and Ellucian CRM Advise
• Requesting Access to Sites and Systems
• Unable To Obtain ePermit

Virtru (Email Security)

• Virtru: Added Security for Your Kean Email
• Accessing Your Virtru Dashboard
• Opening Virtru-Encrypted Email: Instructions for Recipients
• Virtru: Troubleshooting

Okta

• Okta - Enroll in Okta Verify
• Okta - F.A.Q.
• Okta - Enroll in Google Authenticator
• Okta - How do I Log In?
• Okta - Enroll using a YubiKey

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Loaner Laptops

How To Get A Loaner Laptop

• Get a Loaner Laptop
• About Loaner Laptops

Audio Visual

Classroom Support Manuals

• LHAC Seminar Rooms Audio Visual Manual
• CAS QSYS Classrooms Manual
• CISCO Classroom Manual (HH, J, CAS, STEM, HYN, EC)
• Classroom Technology Training for Lite and Smart Rooms

Internet & Network

Connecting to the Internet

• Registering Devices for Campus Wireless Access
• Connect to Campus Internet through KUAIR-FACSTAFF
• Connect to Campus Internet through KUAIR
• Connecting to Kean Wi-Fi As A Guest
• Cannot Connect to KUAIR

Network Resources

• Connect to a Network Share on a Mac (OSX)
• Printing from the Web Print Portal

Online Browsing & Cybersecurity

• "Your Connection Is Not Private"
• Information on Spam & Phishing
• Guide to Internet Browsers
• How to Back Up & Restore Chrome Bookmarks
• Managing Passwords & Cybersecurity Tips

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VPN

• Using the VPN

Applications & Software

Microsoft Office & Google Drive

• Pre-Recording A PowerPoint Presentation (Including Microphone and Webcam)
• Free Microsoft Office Suite for Active Students
• How To Upload Files to Google Drive (Manually)
• How To Upload Files To OneDrive (Manually)
• Autosaving Documents in Microsoft Office

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Blackboard & LockDown Browser

• Learning Commons' Blackboard Manuals & Training Videos
• Extend an Exam Timer in Blackboard
• View Blackboard Collaborate Recordings
• Blackboard Account is Locked
• Blackboard Course Archivals and Deletions

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Ellucian Colleague & Recruiter

• KeanWise Student Petition Access Error

Perceptive Content (ImageNow/WebNow)

• Perceptive Software - aka Webnow/Imagenow

Other Software

• Administrator Password to Install Software
• Install ChemDraw for Windows and MAC
• What are the supported Apple Macintosh Operating System Versions for IBM SPSS Statistics?
• Using RDP to Connect to a Windows Computer from MacOS
• How to Install/Update the EMS Desktop Client

Telecom

Phone Manuals

• Avaya J169/J179 Quick Reference User Guide
• Avaya J169/J179 Phone Video Training
• Voicemail user guide

Accessibility

Presentation and Formatting

• Exporting Text From A PowerPoint (Converting to Word)
• Enabling Live Captioning in Zoom

Computers & Equipment

The Physical Computer

• Swollen/Enlarged Battery in Laptop or Phone
• What To Do When A Computer Falls

Data

• How To Back Up Files To A USB
• About File Back Up
• Google/Microsoft Cloud Back-up
• How much data/space do I have?
• How much data/space do I have? (Mac)

Technician Articles

Admin by Request

• Admin by Request (Windows)

Learning Technology

Canvas

• Customizing User Account Settings
• Canvas on Mobile Devices
• Troubleshooting from the Students’ View
• Adding and Editing Content including Assignments
• Grading: What is the gradebook? What is SpeedGrader?

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Services

Student Services

• How to Connect to Pulse Secure VPN (Students Only)
• How to Connect to OBI(2)/EVE via SSH