Contacting Digital Strategies

From Jennifer Meyers (via Edgar Fuentes), 10/23:

Digital Strategies Hours & Contact Details


Hours 
Monday – Friday | 8am – 6pm 
Saturday | 9am – 6pm 
Sunday | 1pm – 5pm


Contact Details

• Critical Issues: Call *31570 with specific information. Include G #s when applicable. * Non-Critical Issues: E-mail the HelpDesk at HPL.HelpDesk@houstontx.gov with specific information. Include G #s when applicable.
• Use the LogMeIn Rescue Calling Card available on staff computers.
• ServiceNow is not a preferred contact method as HITS is updating. Trainings are being developed for this program.

After Hours 
If there is an after-hours emergency, please contact 713-742-3978. Emergencies include the loss of WorkFlows, the building server is down, or an issue that affects location operations.

Verizon Service Interruptions

Digital Strategies, 12:45 PM:

Verizon is currently experiencing outages in our area. This disruption in service will affect multiple city devices including city phones and our credit card terminals. We are tracking the situation and will let you know when service is restored.

Please direct customers to our website (houstonlibrary.org) or Enterprise (catalog.houstonlibrary.org) for online card payments, when applicable.

  

If you have any questions, please contact the HelpDesk.

How to Contact Digital Strategies

From Edgar Fuentes, 11:59 AM:

Jennifer Myers created a tip sheet for contacting Digital Strategies. Feel free to share with your staff at the next staff meeting. In case you are unable to view it, I’m including the information below:

--------------------------------------------------------------------------------------------------------------------
Digital Strategies 
Hours & Contact Details

Hours 
Monday – Friday | 8am – 6pm
Saturday | 9am – 6pm
Sunday | 1pm – 5pm

Contact Details

• Call *31570 with specific information, including G #s when applicable. 
• E-mail the HelpDesk at HPL.HelpDesk@houstontx.gov with specific information, including G #s when applicable.
• Use the LogMeIn Rescue Calling Card available on staff computers.
• ServiceNow is not a preferred contact method as HITS is updating. Trainings are being developed for this program.

After Hours: If there is an after-hours emergency, please contact 713-742-3978. Emergencies include the loss of WorkFlows, the building server is down, or an issue that affects location operations.

Mobile Hotspots for Staff

From IT Help Desk, 9:34 AM:

We recommend that you contact the Digital Strategies’ HelpDesk (HPL.HelpDesk@houstontx.gov) when you’d like to borrow a mobile hotspot. While our staff is eligible to borrow any circulating library material, we encourage you to checkout hotspots reserved just for staff.

A few reminders:

• You must use your valid MY Link card;
• Your card must be in good standing – no outstanding fines; at least 30 days old;
• Checkout period is 3 weeks; you may check it out again if no one is waiting;
• You may ask HelpDesk staff to place one on hold for you, if none is available;
• Sprint’s coverage may be spotty even in major cities.

Checkout Procedures:

• Email HelpDesk and include your MY Link card number, location and a need-by date;
• HelpDesk will check it out and send it via inter-department mail;
• Your checkout period begins as soon as device is checked out to you;
• You may also make arrangements to pick up directly from the HelpDesk.

Checkin Procedures:

• When you are done, send HelpDesk an email letting them know that you are returning the device;
• Place it in delivery;
• Device will be checked in when it reaches HelpDesk;
• Your checkout period includes the in-transit time;
• You are still responsible for damage and/or loss of item.

Special reminder about library related travel: email HelpDesk as soon as your travel is confirmed. Make sure that the device is active and working several days prior to travel. We are unable to fulfill last minute requests due to limited quantities.

If you have any questions, please contact the HelpDesk.

Turning off monitors on public desktop computers at night

From HPL IT HelpDesk, 2:46pm:

Before closing please leave the public computers powered on but the monitors powered off.  It is important to keep the computers on so they can receive critical updates.  Turning the monitors off helps save on electricity costs and also prolongs the life of the screens.

We realize that some of our public computers are “all-in-one” units and thus the monitor can’t be turned off while leaving the computer on.  For these leave the entire unit powered on at night.

Thanks for your cooperation and if you have any questions contact the Help Desk.

Staff Hotspot Checkout

From Patrick Atkins, 10:16AM:

After the hot spot meeting yesterday, I confirmed with Saima that se would prefer that staff not check out the public hot spots or tablets.

She suggests they check out the staff ones from the help desk.

IT Hep Desk Unable to Receive Internal Calls

From HPL IT Help Desk, 11/11:

The Help Desk is not able to receive any calls from internal Library phones.  Please press the option #1 and leave us a message.  You may also send us issues via email.
                        
We can receive calls from cell phones and other non-Cisco phones.  So if your location has a courtesy phone it should be able to call us.

We are working to resolve this issue but it may be Monday before we can get a resolution.

Regards,
David Cleveland
HPL IT Helpdesk

Reminder: Branch Account Transition

From HPL IT Help Desk, 10:50AM: 

We are currently in the process of phasing out the "staff" account, used by all locations. We intend to disable the "staff" on October 31, 2017. For a smoother transition, please begin saving all necessary files and bookmarks, currently on the "staff" account to be transferred to the “branch” account. The new log-ins will be: cenlibrary, frxlibrary, blulibrary, and so on. The passwords will be given by branch managers.

We are working to resolve the issue regarding the receipt hold printers, as well. Please continue to report any known or newly discovered issues, regarding the "branch" accounts to the Help Desk at 832-393-1570.

Problem Accessing Learning Link Pages

From Marianne Lorio, 1:36PM:

I’ve heard reports that we’ve been getting calls from teachers stating they are having issues accessing the Learning Link webpages. After talking to the HISD Tech Support it is obvious that we are going to need to get more details before we address the issue. If a teacher having this issue contacts you please get the following information:

·         What browser is being used? If possible, what version of the browser is it?

·         When exactly are they having the issue? Can they get to the student hub? If not what is the address of the webpage they are on (including http:// or https://)?

·         Are they physically in a school?

·         Are they using a school issued device or a personal one?

If possible please also get their name and e-mail so that I can contact them if necessary. Please send the information in an e-mail to me and copy the IT Helpdesk. Your assistance and patience is appreciated?

Helping Customers with Overdrive Issues

From Marianne Lorio, 4/3:

Recently patrons have had a couple of issues with OverDrive so I just wanted to provide some “insider” information. Frankly most issues with OverDrive aren’t really “fixable” either the cause is unknown or it is due to operator error. However, let the patron know that we will look into the matter. 

If the patron is willing to provide their library card number, e-mail address, and the title and format of item involved we will make sure the next available copy goes to their account. Please e-mail this information, as well as a description of the issue, to the IT Helpdesk and me.