SJSUOne Password Extension with Duo – It’s Free

We’ve heard the feedback from faculty and staff about password security and have made changes to how often password renewals will be required. Starting with our initial pilot rollout, if faculty or staff have Duo Two-Factor Authentication (2FA) active on their SJSUOne account, their password won’t expire for two years. That means no more email reminders every 180 days and no more locking yourself out when you inevitably forget it the next morning. Our goal is to always find technology solutions that add more value — that’s the competitive advantage that SJSU IT offers.

Two-Factor Authentication adds a second layer of security to your SJSUOne account. By verifying your identity using a second factor (such as a key fob or your mobile device), 2FA makes it much more difficult for anyone else to log into your account, even if they know your password.

Signing up for Duo is easy and free. Learn more about Duo 2FA and fill out the registration form on our Duo@SJSU webpage. We’ve already made enrollment mandatory for university staff, and we’re aiming to have all faculty enrolled in Duo by December 1, 2019.

We greatly appreciate everyone’s diligence and support in protecting our students’ data and enhancing the security of our campus. Thank you for your continued help and support.

Thank you,
Bob-

April Support Ticket Matrix

Every month, IT support staff receive thousands of help tickets from all across campus. Tickets are acknowledged and initially responded to within the same business day and normally resolved within 48 hours. These tickets consist mainly of change reports and incident reports. Change reports happen anytime a user requires a change, such as a software upgrade or new printer install. Incident reports are filed whenever something breaks or stops working correctly. Providing above and beyond customer service on every level is the prevailing goal of the IT Division. That’s why we proactively monitor servers, network ports, and more 24/7.

April Change Reports
In April 2019, IT received 5,386 change reports. Of those, 4,568 (85%) were closed within 48 business hours, 377 (7%) were closed within 120 hours and another 199 (4%) were closed by the end of the month. This left 242 (4%) tickets open when the month ended, which includes tickets submitted late in the month that will close in early May.

April Incident Reports
In April 2019, IT received 400 change reports. Of those, 365 (91%) were closed within 48 business hours, 10 (3%) were closed within 120 hours and another 16 (4%) were closed by the end of the month. This left 9 (2%) tickets open when the month ended, which includes tickets submitted late in the month that will close in early April.

Thank you,
Bob-

eduroam March Report

The eduroam roaming wifi service makes connecting easier for students, faculty, and staff who travel. It provides easy and secure network access when visiting an institution other than their own by allowing users to authenticate their login using the same credentials as their home institution. This means if you go to another eduroam participating school, you can login using your SJSUOne account. Likewise, visitors for schools across the world come to SJSU and use their logins. In March, SJSU’s eduroam network connected visitors from 204 locations across 35 countries, including Japan, Germany, Hong Kong, and more.

 

US Visitors to SJSU

 

Institution Frequency
University of California-Santa Cruz 1008
University of California-Davis 872
California State University-Sacramento 324
University of California-Santa Barbara 170
California State University-Chico 134
California State University-Fullerton 115
University of California-Berkeley 100
Stanford University 97
University of California-Los Angeles 89
California State University-Fresno 87
San Diego State University 77
California State University-Monterey Bay 71
California State University-Stanislaus 70
Chapman University 47
California Polytechnic State University-San Luis Obispo 39
University of Nevada-Reno 30
University of Nevada-Las Vegas 30
Georgia Institute of Technology 26
University of Minnesota-Twin Cities 25
University of Massachusetts-Lowell 23
University of San Diego 23
University of California-San Diego 22
California State University-San Bernardino 20
University of Michigan 19
University of California-Riverside 18

 

 

Global Visitors to SJSU

Country of Origin Frequency
USA 4099
Germany 118
United Kingdom 89
Canada 66
Japan 46
Sweden 19
Norway 19
Austria 13
Netherlands 12
Australia 11
Hong Kong 10
China 10
Switzerland 8
Italy 8
Ireland 8
France 8
Czech Republic 6
Spain 5
South Africa 4
Chile 4
Singapore 3
Denmark 3
Croatia 3
Turkey 2
Poland 2
Georgia 2
Colombia 2
Brazil 2
Belgium 2
Taiwan 1

Thank you,
Bob-

March Support Ticket Matrix

Every month, IT support staff receive thousands of help tickets from all across campus. Tickets are acknowledged and initially responded to within the same business day and normally resolved within 48 hours. These tickets consist mainly of change reports and incident reports. Change reports happen anytime a user requires a change, such as a software upgrade or new printer install. Incident reports are filed whenever something breaks or stops working correctly. Providing above and beyond customer service on every level is the prevailing goal of the IT Division. That’s why we proactively monitor servers, network ports, and more 24/7.

March Change Reports
March Change ReportsIn March 2019, IT received 2,994 change reports. Of those, 2,529 (84%) were closed within 48 business hours, 182 (6%) were closed within 120 hours and another 75 (3%) were closed by the end of the month. This left 208 (7%) tickets open when the month ended, which includes tickets submitted late in the month that will close early in April.

March Incident Reports
March Incident ReportsIn March 2019, IT received 409 change reports. Of those, 380 (93%) were closed within 48 business hours, 13 (3%) were closed within 120 hours and another 7 (2%) were closed by the end of the month. This left 9 (2%) tickets open when the month ended, which includes tickets submitted late in the month that will close early in April.

Thank you,
Bob-

The 2018 IT Sparta Awards

We established the first IT Sparta Awards, given to one team and one individual each year, to recognize those staff members who serve our campus with distinction and work tirelessly behind the scenes to keep SJSU amazing. They bring out the best in each other through a collaborative spirit, a commitment to innovations, and everyday leadership. They provide consistent and exceptional service, whether working with students or building something with a campus department.

Every department in your IT Division has the opportunity to nominate employees and department directors submit their selections directly to me. I then work with an IT peer consultation group, consisting of employees from many departments, to choose the most outstanding project, program, team, or individual to win the award. The selection process is designed to raise up our employees, increasing the visibility of staff members who come to work every day and get it done.

Team Winner
From left: Ryan Campbell, Mary Papazian, Jocelyn Tom, Leon Nguyen The inaugural Team Award went to Leon Nguyen, Ryan Campbell, and Jocelyn Tom for their work supporting the Digital Transformation of SJSU through the implementation of OnBase and DocuSign. This team works with many departments on campus to migrate old paper records and paper processes to digital workflows, making them more efficient and more accurate.

As of February 2019, the team had digitized 2.9 million documents — enough to pile up to a 90-story building — in OnBase, a digital document storage system. Digital documentation solves many problems, especially for an organization like SJSU. Digital documents prevent the creation of over 11,000 student folders per year, don’t require storage, and are much more easily indexed and searched. They don’t get misplaced and they’re instantly verified and secured. For new forms requiring signatures, campus uses DocuSign, a digital paperwork signing platform. As of February 2019, an average of 5,300 digital documents received 6,820 digital signatures. Using DocuSign greatly speeds up campus’ paperwork process. The paper trail is transparent and accountable, signatures can be done virtually from anywhere, and nothing gets lost in the shuffle across campus.

Individual Winner
From left: Devona Williams, Mary PapazianDevona Williams’ work building proactive solutions for the Division led to her recognition as the winner of this year’s Individual Award. Her innovations have improved the Instructional and Meeting Space team’s productivity, raising the bar for service on campus.

Devona created an app to help to consolidate department processes and provide at-a-glance reference for room inventory, location, and information. She also implemented new software to reduce paper workflows. Then, after reinventing how IMS worked digitally, she moved to optimize the department’s workspace with more organization, better flow, and a facelift. These improvements have made a tangible difference and brought out the best in the IMS team. Devona took self-initiative, without being prompted to work on any of these projects. She saw how she could improve her department and got to work.

Presidential Recognition
In March, university President Mary Papazian presented the Sparta Award winners with plaques commemorating their achievement. These plaques are now on display on the Computer Center’s Hall of Fame Wall. Please come by and take a look. And, if you’re an SJSU staff member, don’t forget to contact IT and nominated your individual or team awards for 2019 when submissions open.

Thank you,
Bob-