General IT Policies

I - Individuals who are eligible for support by the ��ϳԹ�� SoDM IT Department

Current Faculty of the ��ϳԹ�� School of Dental Medicine (��ϳԹ�� SODM)
Students of the ��ϳԹ�� SODM
Staff of the ��ϳԹ�� SODM
Visiting/Volunteer Faculty/Lecturers of the ��ϳԹ�� SODM
Emeriti Faculty of the ��ϳԹ�� SODM
Vendors with signed contractual obligations towards ��ϳԹ�� SODM, required to fulfill functions related to their service and/or product at the ��ϳԹ�� SODM

Issues with technology hardware/software owned by the ��ϳԹ�� SODM
Issues with software installed on hardware owned by the ��ϳԹ�� SODM for PC systems that are members of the ��ϳԹ�� SODM Active Directory.
Problems/issues with access to technology or systems at the ��ϳԹ�� SODM
��ϳԹ�� SODM technology hardware and software purchase recommendations (quotes/carts)

Personal property including mobile devices
Issues or access to Non-University or Non-��ϳԹ�� SODM technology or software
Software, hardware, access, and security issues on non-Active Directory ��ϳԹ�� SODM computers

Priority is given to issues which affect a large population of the ��ϳԹ�� SODM, global issues and outages.
Priority is given to issues which affect the clinic operations including clinic software, Patient Care Coordinator (PCC) issues, and the Cashier’s office.
Priority is given to the Dean, Associate Deans, and Department Chairs and their executive assistants.
All other issues are prioritized on a case by case basis depending on ��ϳԹ�� SODM IT Department work load, and urgency of the issue. If there are no other extenuating circumstances, issues will be handled in the order they are reported.

The Contact IT Tool is the preferred method of contact. It puts the problem report directly into the ��ϳԹ�� SODM IT Department trouble ticket system where it will be seen by the entire IT team. The Contact IT Tool provides guidance to accurately report the issue and needed details that will help the ��ϳԹ�� SODM IT Department resolve the issue quickly and efficiently.
If the above contact method is unavailable, or there is an emergency, or there is a problem that affects patient care, then the following methods can be used: phone the IT department (368-2039) or report the problem in person to the IT department. To ensure the problem is in the queue, always follow up with a Contact IT Tool request if possible. Do not rely on direct contact with individuals as they may be busy, off site, on vacation, etc.
Advance notice – the individual end user/department is responsible for requesting access changes or installs/configurations in a timely manner of more than one week before the request is needed.
Lost/stolen equipment should be reported promptly to the ��ϳԹ�� Police and ��ϳԹ�� SODM IT informed.

Requests for UTech Dental to make changes to appointment books must come from the Scheduling Supervisor.

A ticket must be submitted by the faculty trainer at least two months prior to the training session so that the training environment can be prepared as multiple third parties are involved.
- The faculty trainer is also responsible for providing UTech SODM a list of test patients as well as a list of to which student they should be assigned.
  - UTech Dental will engage Exan Support to have this done.
To set their passwords following the training the faculty trainer is to direct the students to go to room 342 to set their passwords in the production system.
- Students 01-25 the next AM following training
- Students 26-50 the next PM following training
- Students 51-74 the 2nd AM following training
- Students 75-80+ 2nd PM following training
- The third day and after students who missed their window to set their password can stop by to set their password.