DDCE Information Technology Services

Service Requests

To submit a service request ticket, please go to: DDCE-IT ticket submission

COVID-19 Updates

In response to the COVID-19 pandemic, DDCE-IT staff are working remotely to follow recommended social distancing guidelines. Please continue to submit service requests using the link above.

Working Remotely

Please see the following links that provide helpful information on working remotely:

Duo Multi-Factor Authentication (MFA)

What is Duo? Duo is a Multi-Factor Authentication (MFA) security product that provides an extra layer of protection when accessing online services. To increase security at the university, MFA will now be required to access online services such as Canvas, Zoom, UT Box, the Qualtrics Survey Tool, and most other services that require you to sign on with your UT EID and EID password.
Why is the university using MFA? MFA helps stop cyber-security attacks like phishing. Cyber-security attacks are on the rise with 20% more accounts being compromised in 2019 as compared to 2018. This is the third year in a row of growth in compromised accounts and forecasting predicts this growth will only continue. Compromised student and guest accounts have risen 51% since 2018. MFA makes a difference in reducing compromised accounts.
How do I use MFA? When you sign on to a university web service with your UT EID and EID password, you will automatically be prompted to sign on using MFA, as well.
Before signing on, you will need to register at least one device with the MFA service. Options include:
- Duo Mobile application for your smartphone or tablet
- Text message (SMS)
- Automated voice call to your phone
- Touch ID
- A security key such as YubiKey
Once you have successfully sign on, you may select the remember me option to reduce the number of times you need to sign on with MFA in the future.

Protecting Your Zoom Meetings

To maintain the integrity of your Zoom meeting or webinar, you may take advantage of several features offered in Zoom at UT to better prevent unwanted disruptions during Zoom calls.
- ZOOM (remote meeting software) Wiki by LAITS and Zoom Privacy and Security
- Request a temporary webinar Add-In for Zoom for increased capacity (first come first serve)
- Ensure you are using the utexas.zoom.us domain (https://utexas.zoom.us/) for your Zoom calls to take advantage of increased security measures.
- Do not publish your Zoom meeting links in public forums such as Twitter. Share your links through more secure means such as email, calendar invites, and closed groups.
- Review the entire list of Zoom security features for both private and public events, including generating a unique meeting ID, requiring a password, muting video and audio of participants, and enabling waiting rooms.
- Visit the ITS Zoom landing site for articles and training on installing Zoom, Zoom basics, scheduling and joining meetings, and using Zoom on multiple devices.
- Visit the landing site for Zoom Privacy and Security.
- Contact the ITS Service Desk at 512-475-9400 or email zoom@utexas.edu.

Data Classification: Published, Controlled and Confidential Data

This standard serves as a supplement to the Information Resources Use and Security Policy, which was drafted in response to Texas Administrative Code 202 and UT System UTS-165. Adherence to the standard will facilitate applying the appropriate security controls to university data.
This standard exists in addition to all other university policies and federal and state regulations governing the protection of the university’s data.
Compliance with this classification standard will not ensure that data will be properly secured.
Instead, this standard should be integrated into a comprehensive information security plan.
Read more…

Adobe Acrobat Pro Timestamp Setup Directions

Certain PDFs need date/time stamps for compliance purposes.
Please use the Adobe Timestamp setup instructions and if you have any questions or difficulties, please submit a service request.

Keeping your Microsoft Licenses Active

All University machines have to verify the licensing to the operating system and the Microsoft Office Suite periodically by talking to the licensing server utexas network.
To work from home, you need to VPN (using the Cisco Any Connect Secure client) in to the university’s network, and work while connected to it so it can pick up the license.
Please do this at least once a week.
If you need assistance, please submit a service ticket and we will help you get the VPN working.

Getting Started with UT Voice Mail

Voicemail login and UT Voicemail user guide
UT’s new Voice Over IP (VoIP) phone system comes with its own integrated voice mail system, which has been re-branded “UT Voice Mail” (UTVM).
The UT Voicemail Guide includes steps for popular customizations, help and support information and known issues.
Quick-Start Video: ITS has produced a step-by-step video demonstration of the following two start-up tasks on YouTube. Caveat: It does not contain instructions for setting the number of rings (after forwarding calls when you don’t answer; see Step 2 below). We recommend that you right click the link to open it in a separate tab: UTVM Setup Video
NOTE for those working from home: The following procedures can be done using the Bria Enterprise Soft Client:
- The Bria Enterprise Client is a way to log into your office phone using an app on your cell phone or your home computer to make and receive calls on that line. See https://ut.service-now.com/sp?id=kb_article&number=KB0018109