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ITSC Actions Based on Staff Survey 2013/14

User comments and actions taken

Followings are the summaries of user comments and immediate actions taken by ITSC.

What problems you experienced need ITSC to take immediate actions for improvement?

User Comments ITSC Responses
Prerequisite/Restrictions should be added onto the add-drop banner system to prevent students to enroll courses which they don't meet the requirements It was agreed by Registry to turn off the prerequisite checking and they will maintain all the access rules and settings.
CTLE should be done online. It is a University's decision not to put the CTLE exercise online. In fact, TLC has an online evaluating system
I have a BIG concern about the VPN and softphone. Windows 8 Pro has been installed in my computers. I found the following two problems:
(1) When I logged in my VPN account at vpn.ln.edu.hk, my Internet becomes LIMITED and I cannot get online.
(2) I have tries to install Windows XP on a Virtual Machine, and run VPN. Although I could log in the vpn account, I found that the Cisco Communicator (the telephone) always had an error and could not work properly.

I have followed Microsoft's suggestion to install some patches/updates for the LIMITED connection problem. But, I found that Microsoft's patch still does not work.

Since majority of new computers have Windows 8 (or, even Windows 8.1), I think that ITSC must update the vpn system as soon as possible. I found that the current system is based on Windows XP; this is TOO OLD!

Hope that ITSC can solve this problem. I like your softphone service. But, it does not work on Windows 8...
The VPN service supports Windows XP, 7 and 8. If there is any issue in using VPN service, user is welcome to provide details so that we can trace the problem. A standalone client is recently released for user to make VPN connection in case there is any browser’s compatibility issue.
self software installation assistance Due to security issues, administrative rights are not granted to users on their computer by default.
Sometimes responses are received only after several days. Sorry for any inconvenience caused. There may be shortage of support manpower during some specific period time. We are studying the possibility of deploying a new helpdesk system with online tracing feature. Users can check the status of the service call placed.
Please take a good look into the current room booking system. It's very unfriendly to users. The previous system designed by James's team worked much much more efficiently than the current one. Why? You can check the time used in waiting for the search results of available rooms. Not an efficient service at all. To address the performance bottleneck and to improve the user interface, the system has been upgraded as follow:
1. Upgraded the VMware system, topped up vCPU (processing power) of the Room Booking System virtual machine to 8xvCPU and observed the system CPU usage less than 10% in general after the upgrade
2. Patch on 18 November 2013 has performance tuning on the booking functions
3. New patch on January 2014 will provide the flexibility to allow user enter room no. directly in the 'Make new booking' interface
Notebook ownership program: too late to announce the supplier. Notebook Ownership Program has to undergo tendering process before the official announcement. ITSC always tries to start the tendering process at the earliest convenience.
The banner service didn't register to my account after teaching 2 weeks. Please provide more information. We can refer it back to HR and Registry office.
The VGA cable doesn't work in classroom Thank you for your message.
ITSC regularly keeps on checking the classroom equipment in semester and term break period to prevent and minimize the equipment failure. Please call ITSC hotline 26167995 (press 2 for AV services) to report the equipment failure if you encountered the problem again.
No big problem. Thank You.
I have not encountered any problems when using ITSC's services. I am satisfied with ITSC's services. Thank You.
The problems of the PCs or the projectors. Thank you for your message.
ITSC regularly keeps on checking the classroom equipment in semester and term break period to prevent and minimize the equipment failure. Please call ITSC hotline 26167995 (press 2 for AV services) to report the equipment failure if you encountered the problem again.
Printers were shut off Please contact ITSC hotline 26167995 (press 1). ITSC will certainly look into the problem and seek for vendor support if the printer was broken down.
Lack / malfunctioning of AV equipment Thank you for your message.
ITSC provides standard IT/AV equipment in all teaching venues including computer, projection system, audio system and control panel with common control user interface to facilitate teaching. Around 56% of the classrooms in Tuen Mun campus support high definition (HD) projection system.
ITSC keeps on checking the classroom equipment in semester and term break period to prevent and minimize the equipment failure. Please call ITSC hotline 26167995 (press 2 for AV services) to report the failure of AV equipment.
printing problem. There are many different model of printing machine in campus, but most of the description of how to use the printing machine is not clear, especially in sek computer room. Instructions had been placed beside those printers. Users are welcome to call ITSC hotline for further support services.
Good service Thank You.
Computer problem. Further information is required in order to provide assistance.
Banner account being locked that require prompt unlocking. ITSC colleagues have delivered prompt service in this respect. Thank You
email functions More detailed information is required for further investigation.
I am using the new webmail. is there a way to log in and stay logged in? Time-out of idle session for webmail is a information security requirement that set forth by the IT Auditor during the IT audit review.
Response time, always no reply Sorry for any inconvenience caused. We are studying the possibility of deploying a new helpdesk system with online tracing feature. Users can check the status of the service call placed. You are also suggested to escalate the problem to our senior managers or directors (AD or D) if deemed useful.
The hotline is busy Sorry for any inconvenience caused. Users are suggested to leave message to the voice mail system. ITSC staff will reply the user as soon as possible. In addition, we are studying the possibility of deploying a new helpdesk system which can let users log their calls via the online helpdesk web application.
I have had no problems Thank You.
updating the PC plugins Users are suggested and welcome to call ITSC hotline 26167995 (press 1) for the software update. However, it has to be tested in advance for the compatibility issue.
Some problems with AV system in the classroom. Thank you for your message.
ITSC keeps on checking the classroom equipment in semester and term break period to prevent and minimize the equipment failure. Please call ITSC hotline 26167995 (press 2 for AV services) to report the equipment failure.
Not use functions of Banner System at its fullest ; Lack of inhouse support for mending, extending the use (in data report, data analysis, data summary, data entry, data extraction etc), developing Banner System. The existing Banner System, especially for student records and registry process seems not user-friendly at all and no much enhancement ever seen for nearly 10 years. ITSC has been enhancing the system based on the Registry's requirements in the past 10 years. Many add-on features were developed such as online application for Grade re-assessment, transcript, etc. Most of the reports are self-developed such as the student's transcript report, hit count report, etc. If you want to know more about the enhancements we have made, you are welcome to contact James at extension 8496 for more detail.
the performance of Lingnan email system More detailed information is required for further investigation.
Burned out projector bulbs in classrooms Thank you for your message.
ITSC keeps on checking the classroom equipment in semester and term break period to prevent and minimize the equipment failure. Please call ITSC hotline 26167995 (press 2 for AV services) to report the equipment failure. Please jot down the problem venues and the time of encountering the problem. We may carry out fix as soon as we identify the problem.
Setting up my staff email after being the undergraduate in Lingnan but so far my staff email is not yet created. Staff email account will not be created automatically to avoid collision of staff and student email with the same username. Users are welcome to contact ITSC and apply the creation of a new staff email account. However, the emails cannot be transferred from student account to staff account as they were built on two different systems.
Wifi Connectivity and ensuring that ALL PC's software are kept up to date. In addition, make ALL services assessable via a variety for browsers, not just Internet Explorer, as some staff do not use Windows based systems. Banner team is constantly modifying our application such as eCV, ePR, etc., to support browsers other than IE.
Lingnan Website, Moodle and portal supports all browsers.(EAS)
Regarding the WiFi connectivity, staff are welcome to provide details to ITSC in order to arrange on-site investigation. ITSC will try to fine tune the WiFi signal.(ISS)
WIfi strength and signal and software access to platforms (ie. Safari, Firefox, Chrome) services rather than Internet Explorer, since many MAC users do not have access to it. If you remain on 1 platform, then you should provide software support to staff to allow them access from NON-Windows based computers. Regarding the WiFi connectivity, staff are welcome to provide details (venue, when, what apps) to ITSC in order to arrange on-site investigation. ITSC will try to fine tune the WiFi signal. At present, we support both Apple and Android OS users
Sometimes the internet connection is very slow on the classroom PCs. The internet speed sometimes depends on the remote speed of remote websites. A few LAN cable of existing class rooms is CAT 5 which is limited to speed 100Mbps only. These old LAN cables will be replaced with CAT 6 which provides 1Gbps speed.
Webmail cannot attach file Users are welcome to contact ITSC to request immediate support or a demonstration.
No follow-up at all after placing service requisition online Sorry for any inconvenience caused. We need more specific information on what & when the service requisition made on line. We are studying the possibility of deploying a new helpdesk system with online tracing feature. Users can check the status of the service call/requisition placed.
Printers had problem in printing but no one could help Users are welcome to contact ITSC hotline if there is any printing problem. If we get the exact information, we will carry out in-depth investigation on the issue.
i had requested to change the ink / toner for my printer at office, I had been waiting for about one month and still I could not have my toner replaced. As the supply of ink or toner is categorized as office stationaries, please contact departmental administrative staff.
 What other new services or initiatives you think ITSC should consider in the coming year?

User Comments

ITSC Responses

Consider allowing staff to choose their hardware: PC or MAC when it comes to computing choices in the office. Or allowing them the choice of Desktop or Laptop.User can always top up for the price difference to get a Mac/Laptop. However, not all teaching or research related software provide OSX version. For detailed arrangement, please contact ITSC.
Update of the VPN and softphone service.The VPN and Softphone had been updated to support latest stable version.
it would be better to provide some updated software training to the staff. (like graphic etc.)Basically, the ILP provides classes on MS Office products, network security and multimedia productions using Photoshop are currently provided. ITSC keeps abreast of technology by introducing new on-line self-learning materials will be procured to enrich the ILP content. (e.g. MS Access, Mobile Security, etc.).
Please simplify the room booking system as many useless steps should be skipped.
First of all, to make a new booking or even view my booking, 3 steps required to reach the icons but the interface has lot of space to place this item directly.
Second, in the "Please select a room" screen, "Room Selection" should all rooms automatically for selecting but not by pressing "Search".
When you are a frequent user, there should have more fundings.
To address the performance bottleneck and to improve the user interface, the following upgrade exercises were arranged,
1. Upgrade the VMware system, topped up vCPU (processing power) of the Room booking system virtual machine to 8xvCPU and observed the system CPU usage less than 10% in general after the upgrade
2. Patch on 18 November 2013 has performance tuning on the booking functions
3. New patch on January 2014 will provide the flexibility to allow user to enter room no. directly in the 'Make new booking' interface
More platform to discuss with studentsITSC provides multi-communication platforms to students including both face-to-face and electronic communication channel to students. We emphasize the communication with students.
open network drives or ways for academic staff to sync files between home and work computers or in various locations. The VPN till today is unknown to many people. It is a hazard for us to carry an USB.Staff can connect to VPN and access to their home drive outside Campus. ITSC will have VPN service promotion to introduce all staff in 2014.
However, open the campus network over the Internet is not secure. ITSC is studying a sort of web drive service for file sharing.
I am a newly-recruited full time lecturer since August 2013, if feasible, please provide and offer experiential learning session of the banner services system to all newly appointed academic staff.

Usually, the IT Department will assign timeslot and staff-in-charge to brief us and give us orientation of the Banner Services System via a verbal and audio demonstration but frankly speaking, a hands-on practice on the spot is a crucial guidance to us particularly to me as I am not good at managing the IT system. On-the-spot practice during the Banner Service System Orientation is most important than showing slides and explaining via the notes.
Please contact ITSC if you have any problem in using Banner System. We can certainly provide you some highlight/training of the system.
Device rental for preparing the teaching material in particular platformThank you for your message. At present, ITSC does not provide equipment rental services as it needs more manpower to support for the administration and execution.
Provide some software workshops, perhaps Photoshop, Dreamweaver, etc.ITSC has provided the said trainings, however, the participation rate is low. Based on the ILP statistics, at present, we provided ILP classes on MS Office products, network security and multimedia productions using Photoshop. New on-line self-learning materials will be procured to enrich the ILP content. (e.g. MS Access, Mobile Security, etc.).
online reservation of book in library for academic staffWill be referred to Library
It would be most beneficial to staff if more computer workshops could be organised with the focus of office software such as Advanced application of Word, PowerPoint, Excel, Assess, Webpage design.Can consider. ITSC has previously offered the said training but with low participation rate. We can consider to package some advanced application on MS products. In addition, new on-line self-learning materials will be procured to enrich the ILP content. (e.g. MS Access, Mobile Security…etc.).
iPADs for teachingFor special needs, users can always contact ITSC in advance. The suggestion can be put forward in our internal communication meetings for discussion.
Updates of computers & softwaresStaff computer will be replaced every four years. Partial upgrade (e.g. increase of memory) of hardware may perform in some cases by discussing with ITSC with justification. Major software upgrade can be performed only after compatibility test conducted. For minor version upgrade, user can always contact ITSC for arrangement
Most of the part time foreigner teacher don't know how to use the computer in the classroom, so maybe can create a system which can link with the computer in different classroom and ITSC office. However, it can operate by the ITSC staff immediately and no need to go to the classroom directly.Thank you for your message.
For the urgent AV problem on classroom equipment operation, user can call ITSC hotline 26167995 (press 2 for AV services). ITSC will try to solve the operation problem by phone (Lunch hour support included).
Besides, basic operation manual is available in all classrooms and ITSC web site. New staff are advised to visit the classroom in advance to test the facilities or contact ITSC for any special pre-arrangement. ITSC also can provide individual / departmental group briefing session for new staff on request basis.
Offer IT learning courses in a wider spectrum, e.g. use of Microsoft Access.Can consider the request. ITSC also plans to include more CBT on Information Security and Mobile Computing as a self-study program under ILP.
online calendar for staff to check the available timeslot of other staff for meetings and to mark booked schedule/ appointment to the online calendar.Portal Calendar will soon be replaced by MS Exchange Calendar which provides more functionalities.
A staff member can share his/her calendar to other staff member(s), but it is not mandatory due to privacy concern.
maybe introducing some new useful software training to staffCan consider the request. The ILP course will be periodic reviewed in according with the user's requirement. ITSC is also plan to include more CBT on Information Security and Mobile Computing as a self-study program under ILP and offering of popular APPS appreciation workshops for both iOS and Android users.
Having a class set (ie 22 ) ipads for use by the drawing classes I teach --loaded with some good drawing programmesCan further contact for discussing about the feasibility.
bi-annual pc roadshow, printers roadshowEvery year's Notebook Ownership Program undergoes a tendering process which allows various vendors to bid for the tender. As Lingnan is a small community with only low sales volume. Bi-annual roadshow may result further spread out the sales volume, resulting in the reduction of discount rate provided by the vendor.
However, IT resellers could always contact CO for renting a promotion booth for product sales.
The Banner system can be accessed to teaching colleagues at individual teaching centres.If you want to access Banner forms outside Lingnan campus, please make sure you have setup VPN on your local PC.
more roadshow - such as notebook, printer, software, hardwareAs Lingnan is a small community with only low sales volume. Bi-annual roadshow may result further spread out the sales volume, resulting in the reduction of discount rate provided by the vendor.
However, IT resellers could always contact CO for renting a promotion booth for product sales.
The privision of free application software license for staff/ students, e.g. Antivirus software, Windows application (CHI and Eng version), Microsoft sofware etc."Work at Home" license for Microsoft Office is provided to full-time staff. Please contact ITSC for details.
Eventually creating an app for iOS/Android that would allow access to banner services.Mobile support for Banner is certainly something we will consider.
Web site creation for faculty membersDepartments can create website for their faculty members
Addition function key for add drop in LIFE programme to ease the problem of students cross education centres study.What kind of additional function? ITSC can explore if Banner provides that function.
online system of booking sports facilities.The new room booking system should handle this.
Constant upgrade to Banner System is needed. Even in-house training on using Banner System is not provided as part of routine training courses provided by ITSC. For instance, enhancement to how to enter data into and extract data from Banner System is suggested.ITSC is planning for Banner upgrade. On the other hand, functional trainings have been provided to CC/LIFE and video recorded. Please contact IT department at CC office.
Allow staff to choose from APPLE or Windows based computers, rather than just 1 operating system.User can always top up for the price difference to procure the Mac computer. However, not all teaching or research related software provide OSX version.
Make the connection faster.User is welcome to provide details for ITSC to have further investigation.
Use google-based email service?There are security concerns to adopt this option for official staff mail, but users can use Google-based email for their own interest.
Please consider installing a limited number of SPSS licenses in SEKG02. (Currently there are none, though students can access SPSS from MB412 and MB202.)SPSS (network version) has been already installed in SEKG02.
Easy-to-access online support manuals for eFax, IP-phone, and inter-universities Wi-Fi.User guides for the mentioned services are available in our website. Please visit ITSC website for details.
3A. Moodle: is it possible to create a new way to input group lists by direct Excel upload? Now the group creation interface is very time-consuming, it poses an intimidating barrier for instructors from using any of the "group" functions.
3B. Currently the way to import/export score sheets between Moodle and Excel depends on one single (and awkward) identifier --- students' email address. It would be far more user-friendly if more intuitive identifiers can be used, e.g. student ID and student name.
3A: ITSC will relay the message to Moodle.org for improvement of Group function.
3B: ITSC has already added "Staff/Student ID" field on Grade report and export excel function.
 
What other new services or initiatives you think ITSC should consider in the coming year?

User Comments

ITSC Responses

The AV equipments in the lecture theatres may need replacement, especially the projectors. Plus, some of the mics (with cable) and the mics at the podium are wearing off, and it's time to plan a budget to get quality ones.

The other point may not concern your office, but the potential dripping from the air-con ducts in the ceiling of the lecture theatres poses a threat to your AV equipments. Look at MBG19 recently, and you will understand what I mean. If you don't look into this, the dripping (if happens) will ruin all these expensive equipments.

Overall, I appreciate the helpfulness of the Multi-media/AV services team. Despite their short of manpower, they are always responsive and would help to find solutions. They would not shun responsibilities. Good work to Albert, Michael & Angus!
Thank you for your message.
For lecture theatres, renovation was scheduled and started in summer 2013 and it was completed in MBG06 and LBYG02 with HD projection system and visualizer. ITSC proposed to enhance the other theatres in coming 2 years.
For MBG19, ITSC will forward the comment to Facilities Management Division (Operation & Maintenance) to follow the case.
At last, thank you for your kind understanding on limited resources.
The notebook ownership prog launched very late, one of my colleague haven’t get his notebook computer today (one more after purchase)We will take alert on this. Normally, product delivery may delay due to the shortage of stock of supplier/vendor. We requested the vendor to provide compensation if they could not deliver goods on time.
Good.Thank You
It would be better if we can retrieve Banner's data for our own use.Data is governed by the data owners (ie. Registry, HR, CO). Please contact the data owners and check if they agreed to release the data.
Mac OS / Platform learning for design students.Thanks for the suggestion.
ITSC will consider the possibility of launching relative sessions on the topic mentioned. Users are welcome to discuss with ITSC for any special arrangement need to support teaching and learning.
No. ITSC is great.Thank You
The network may sometimes be unstable.User is welcome to provide details to ITSC for further investigation.
I highly appreciate with the helpful service and high quality of ITSC. Please keep on!Thank You
To provide more computer courses to excel our computer literacy during lunch hours or outside office hours.ITSC provides different kinds of practical courses in every semester such as Microsoft Word, Excel, and PowerPoint. All staff and students are welcome to enroll.
Details can be referred to
http://www.ln.edu.hk/itsc/desktop/ilp
Users can contact ITSC to discuss about the issue.
Great job. No other suggestion.Thank You
Special thanks to the ITSC team's service, Mr. Daniel and Queenie.Thank You
As a frequent user of Banner INB applications to perform daily duties in support of daily operations, it would be much appreciated that a non-IT professional like me be given some system training/tutorials by professional IT colleagues who are familiar with the system.Trainings can be provided on request basis but there may be a cost for self-finance units.
Overall, ITSC can provide instant actions to maintain good services.Thank You
More promotion of smartphone/ pad...ITSC has made provisions of tablet computers in our annual Notebook Ownership Program every year. Discounted tablet/mobile devices were included. More promotion in this area will be introduced in the upcoming Notebook Ownership Program. All staff and students are welcome.
I have regular trouble using Library and Moodle services from off-campus. Using the campus VPN gets around this problem. I tried using the softphone abroad, but to no avail.Moodle does not require VPN connection.
AV equipment should be upgradedThank you for your message. ITSC will keep on the enhancement of AV facilities for teaching.
Please consider relaxing user rights to update some common software modules, e.g. Adobe flash and PDF. These software modules update extremely frequently and they are important for desktop productivity and compatibility with content materials.Thanks for the comment. Administrative rights are needed for the update of some typical software, e.g. Adobe Flash Player, Adobe Reader, etc.
However, update of some software may cause incompatibility with Lingnan systems.
For software updates where administrative rights are required, please contact ITSC.