Training Docs & Cool Tools


Creating Rules Within Outlook

By creating a rule within Outlook, emails will automatically be filed for you in a convenient folder. Below is an example using a helpdesk confirmation email. You may establish rules based on a variety of attributes.

The simplest way to make a rule is to follow these steps:

  1. With the email open, select the create rule icon
  2. the Create Rule pop-up window will appear.
  3. Select the top and bottom boxes
    1. ‘From Track-It Server’ box
    2. Move e-mail to folder

Depending on whether or not you already have subfolders, the system may respond differently. The system will either jump automatically to the Rules and Alert pop-up window or you will need to click on the Select Folder button. Once at the Rules and Alerts pop-up window:

  1. If you already have a folder you would like it to go to
    1. select the file
    2. select OK
  2. To create a new folder
    1. select the New button
    2. type the name of the new folder
    3. select OK twice
  3. Select OK to close the window

You may be asked if you would like to run the rule on messages already in the current folder. That is entirely up to you, if you do, the previously received emails still in your inbox will move over. If you chose not to, only newly received messages will be automatically moved over.

Rules may be created for a variety of instances, not just Track IT emails. Be creative, it is a pain-free way to keep your inbox organized.

Outlook DIY Tips


Creating Strong Passwords

Excerpt from The Art of Creating Strong Passwords

By Michael Scalisi, PC World Michael Scalisi is an IT manager based in Alameda, California.

By using these following tips, people will be able to create easy to remember passwords that follow these typical requirements: at least eight characters long and with at least three of the following character types: upper-case letters, lower-case letters, numbers, and special characters.

  • Substitute numbers for letters and vice versa. (o instead of 0, 4 instead of A, 1 instead of L, E instead of 3)
  • Substitute words for numbers (one, two , three...)
  • Combine both the of above (0ne, thr33, f1ve)
  • Use capitalization in random places (bLue, happY)
  • Use special characters ( !@#$%^&*(){}[] ) to punctuate and separate words
  • Create passwords out of words, numbers or phrases you'll remember
  • Misspell words

Using these tips, you can create memorable passwords that will be nearly impossible to guess. Here are some examples of converting memorable information into a complex password beginning with easy ones to more complex.

How We Remember It How We Type It
19 Peach PlaceOne9peacHpl!
I love JilleYelov3Jill
My dog FritzMeyedogfritZ

While some of these examples look nearly indecipherable, you can see how they're not difficult to memorize--as long as you know the originating word, number, or phrase, and the basic methodology used to create it. By educating users on how to create strong passwords, you strengthen the security of your company, and your users will benefit additionally by having safer personal experiences with online banking and social networking.

Here are a few links for additional password information.

How to Change Your Password

Your passwords may be changed from either your desktop or when you access via SCOE webmail. We have provided short DIY's on changing your passwords which we anticipate that you will find helpful.

Changing your password from your desktop

Changing your password from SCOE webmail

Changing your password on a Droid

Helpdesk Requests

Appending Workorders

After workorders are opened it is often necessary to provide additional information, asks more questions, or check on the status while the workorder is in process. We can do that!

Our automated workorder system sends helpful links with your receipt providing you one-click access to augmenting your additional notes to your original request. Don't have the link handy? You can do it yourself with these easy steps:

  1. Send the email to Hotline
  2. In the subject line type the following: 'APPEND:#####' replacing the pound signs with your workorder number included in your receipt of your initial request.
  3. Add the additional information in the body of the email.

Appending workorders may seem trivial, but it helps us so much here in Information Technology. Each time the hotline is emailed, a new workorder is created, often duplicating the initial request. Time spent double checking duplicate requests as well as managing both the original and duplicated workorder takes time away from our important customers.

We appreciate your help.

Requesting Equipment

When requesting equipment, we ask you to make all requests by emailing us at the hotline. By doing so you will automatically open a ticket in our workorder system. Within your email, we ask that you:

  • Provide a useful description in the RE: statement. An example is 'Computer Lab Request 3/12/10' rather than 'Equipment Request'
  • Make one request per email; therefore creating individual workorder tickets per request.
  • Include all relevant information:
    • Equipment needed
    • Location
    • Event start and stop times
    • Log In information, for polycom's etc.
  • If you use a single email as your basis, you need to ensure that the RE:, FW:, and extraneous text is removed from the email. We have discussed this in greater detail at Requesting Technical Assistance.
Should your event be cancelled, or you no longer need the equipment, please be kind enough to append your workorderwith the cancellation notice.

Requesting Technical Assistance

We are continually improving the use of our automated work order system. When emailing your request the request is automatically added to our work order system. In order to provide the utmost customer service, we also:

  • Send you an email confirming our receipt of your request
  • Added quick easy links within your confirming email to:
    • Provide additional information on your original request
    • Check the status of the work order
    • Check the status of all of your work orders
    • Send you an email when we have completed your work order

An important attribute to emphasize is that every email sent to the Hotline has the potential of creating a new work order. This includes “thank you”, “how is my work order doing”, “I forgot to tell you…”, and “Reply All” emails; all sent with good intentions. Because of the frequency of these types of emails, our work order system is programmed not to create a new work order if there is a” RE:” in the subject line.

When emailing the Hotline, the subject line is a key component in how the email will be specifically handled by Track-IT, as well as providing relevant information to the requestor as well as the IT department:

  • Used as the description of your request within our work order system.
  • Included in the body and subject line of your confirmation and closing emails for your work orders in addition to the work order number.
  • APPEND:##### - automatically will add your comments to your work order, with the #### as your work order number; the sender of the email must be the original requestor.
  • STATUS – returns to the requestor the status of the requested work order number.
  • ALLSTATUS – returns to the requestor the status of all of their work orders.

In our pursuit of excellence, we need your help in appropriately completing your email request:

  1. Make your subject line meaningful; use equipment request 3/12/10 instead of equipment request.
  2. Remove the unnecessary RE: and FW: statements.
  3. When supplying additional information on your own work orders use the append option.

We have recently modified our confirming work order receipt by adding a Do Not Reply message. In addition, we have created a rule to bounce your email back to you when you send an email to the Hotline with a RE: in the subject line. It will be up to you to either resubmit your original request without the RE: or to use the APPEND option in the subject line to enable your comments to automatically augment your work order. We ask that you do not simply reply once again with the RE: removed because the entire text will be added to our tracking system; please clean up the message leaving only the pertinent portions.

In order for you to conveniently monitor emails sent to you from Track It, we suggest that you create a rule within your Outlook to automatically file any correspondence.

Other Cool Stuff

Training Materials

The IT department has compiled these reference materials with the hope you will find them beneficial. Interested in a class? Contact your supervisor with your interest so we can coordinate a class offering.