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Help Desk Software
by Kayako fusion
Contact Us
Information Technology
Skidmore College
815 N. Broadway
Saratoga Springs,
New York, 12866
Help Desk
helpdesk@skidmore.edu
(518) 580-5900
Lucy Scribner Library, 1st Floor
Hours: 8:30 AM - 6:00 PM, M-F
Help Desk hours may change based on library hours.
Student-staffed desk may be available outside of these hours.
Knowledgebase : General
Clearing the Cache and Cookies in Major Browsers

Clearing the Cache and Cookies in Major Browsers

 

Clearing the cache and cookies in a browser is a possible solution to incorrectly loading web pages, errors, and forms that are broken or won't show up.

If you are clearing the browser to get rid of a malicious message or popup, or if you would like to clear your entire history instead of just the cache or cookies, during the last step, select the options to clear browsing history as well as cache/cookies. 

 

       

 

 

Click on the three-dot menu on the top-right of the page.

 

 

Hover over History, then in the new context menu that appears, select History.

 

 

On the top-left of the chrome://history page, select Clear browsing data.

 

 

This window allows you to select the time range and other options for clearing. You can clear more than just this, but for our purposes, we can just select Cookies and other site data. Once you've made your selection, click Clear Browsing Data. Then you're done!

 

 

 

          

 

 

Click on the hamburger menu in the top-right.

 

 

Select the History button, then select Clear Recent History

 

   

 

This window allows you to select additional options and the timeline to clear. You can clear whatever you'd like, but for our purposes to just clear the cache, select Cookies and Cache, then select Clear Now. Then you're done!

 

 

 

 

 

With Safari open, navigate to the toolbar and select History. Then, select Clear History...

 

 

In the popup window, select Clear History. For Safari, this is will clear the cache/cookies as well as browsing and download history. Then, you're done!

 

 

Maintained by the IT Help Desk. Last Revised 7/31/17

Setting up Phone Away Message

Setting up Phone Away Message

  1. Call 518-580-7400
  2. Enter your extension number
  3. Enter your voicemail password and press #
  4. Press 7 for Mailbox Options.
  5. Press 1 to create a personal greeting. I will be out of the office until (date). If you need immediate assistance please contact (Persons name and phone number)  When done press #
  6. You are now back at the Mailbox Options menu - Press 2 to change availability state.
  7. Press 3 for Out of the Office
Sharing a file in One drive

Sharing a file in One Drive

 

1) Login into Oulook Web: https://outlook.office.com/

2) Click on the Waffle menu in the top left

3) Select One Drive

4) Either select Upload if this is a file located on your local computer or select the file name if you have already uploaded it.

5) Once the file is located on One Drive click on the Three Vertical Dots next to it's name.

6) Select the "Share" Option

7) Click "Anyone with Link can edit"

8) Change this to either "People in Skidmore College with The Link" or "Specific People" (If you leave it as anyone then the file could be insecure)

9) Check the "Allow Editing" box if you want the file to be a read only version.

i) If you selected Specific people it will go to a second screen which allows you to enter which user(s) you wish to have access.

10) A link will be sent to the user(s) which you granted access to.

 

Submitting Help Desk Tickets in the Kayako System

Background

 

Creating a Help Ticket ensures that any technical issue or question you bring forward is answered in a timely and professional manner. Please see the following guide to enhance your knowledge of this process and make the most of our versatile system!

 

 

Creating and Submitting Tickets

 

To create and submit a Help Desk ticket using the Kayako system, go to:  

http://help.skidmore.edu/ 

 

  1. Click on the "Login" button in the upper-right of the page. Enter your user name and password.  

 

 

 

  1. Click on “Submit a Ticket”. 

 
 

  1. For all computer or technology problems, select "I.T." 
    For web corrections or changes, select Communications. 


 

 

 

 

 

 

  1. Enter your ticket details.  

(A) Priority: leave this as "Normal".  

(B) Contact Phone:  Enter your 4-digit office extension or a cell phone number (with area code). 

(C) Building:  Select building where problem is occurring from drop down menu. 

(D) Room:  Specify the room number or name. Leave blank for off-campus locations. 

(E) Room Type:  Select room type from drop down menu.   

(F) Equipment Type: If the problem is computer-related, please specify the computer type (e.g. PC, or Mac). For other kinds of devices, please specify. For example, if you're having phone problems, choose "phone". 

(G) Student?  - Please choose "Y" if student is experiencing the problem, otherwise choose "N". 

(H) Subject - Please use a simple phrase to indicate the overall problem. Examples include: "Can't send email", "Computer won't turn on", or "Phone doesn't work, all lights orange". 

(I) Details: Please provide as much detail as possible about the problem or issue. If you can, use the "Attach Files" feature to add screenshots of the problem. 

 

 

  1. Press the Submit button. 
     

  1. You will see a confirmation of your submitted ticket, along with some brief detail (as seen below). 

     
     
     
      

  1. In addition, you will receive an email confirmation of the submitted ticket. 

 

 

Maintained by the IT Help Desk - Last revised 7/23/15.

Using Adobe software on public computers

If you need to use Adobe programs on campus lab, classroom and shared computers, you will need to sign in with an Adobe ID account.

 

Please understand that this is something Adobe now requires all users to do when using current Adobe licensed products on any shared computer.  This is not an IT Department decision.

 

When you launch an Adobe program in the labs (Acrobat DC, Photoshop, etc.), you will be presented with a “Sign In” window:

 

 

 

If you already have an Adobe ID account, whether it be Skidmore issued or personal, you will just need to sign in with your Adobe ID username and password, and you can use the software. There is no fee for this use.

 

If you do NOT already have an Adobe ID account:

 

-          Click on “Get an Adobe ID” on the “Sign In” window

-          In the “Sign Up” window fill out the required information in the fields. 

o   The email address you use does not need to be your Skidmore email address, but it does need to be a real address you monitor, as you will get a verification email after you fill in the information and click “Sign Up”.

-          Once you have received the confirmation email and clicked on the verification link in the message, your Adobe ID account will be created. 

-          Click on the “Check again and continue” button on the “Verify your email” window to finish.

 

You will now be able to use this account to use the Adobe Products on any Skidmore Public or Lab computer that has them installed. 

 

Alternatively, you can go to Adobe.com and click on “Sign In” and follow the same steps above to create your account.