Technical Support
This policy aims to ensure that all requests for technical support are channeled through the proper channels of the ITO to ensure timely and efficient service. By following the guidelines outlined below, the ITO can provide high-quality technical support to its clients.
1. IT-related Equipment
Technical assistance requests for IT-related concerns such as CCTV, VOIP, network access, and computer hardware and software resources must be made by filing a ticket at the Support Center via https://support.upmin.edu.ph/. Only requests sent through the Support Center will be catered.
The ITO may also issue an evaluation and report for repair or acquisition of materials as requested. Clients will be updated on the status of their request accordingly.
2. Webstreaming
Technical support for Zoom webinars or hybrid meetings must be requested by filling up the request form at https://upmin-ito.up.edu.ph/technical-support/zoom-technical-support. Any request must be made no less than one (1) week prior to the scheduled date. This will allow the ITO to make necessary preparations, coordinate logistics, and ensure a smooth execution of the requested event.
3. Computerized Student Records System (CSRS)
For the Computerized Student Records System (CSRS), the ITO is in charge only in the codes and adding of features. The managing of data will be done by the Office of the University Registrar (OUR) and respective college secretaries. Additionally, any request for additional modules or features as well as deletion of accounts or data must be approved by the OUR before the ITO can process the request.
All reports of bugs or errors must be recorded in the CSRS bug report. This will help the ITO identify and address issues promptly.
4. Canvas LMS
The ITO offers general technical support for the management of the university’s Canvas LMS. Other Canvas-related concerns can also be forwarded to the Interactive Learning Center (ILC).
The ITO will handle the process for course merging. Population of courses and faculty assignments will be extracted from the CSRS database, and an SIS import will be conducted one week prior to the enrollment period. This will allow ample time for the teacher-in-charge to set up their respective Canvas courses before enrollment begins. Population of students’ will be done during the enrollment period and may be extended until the adding and dropping schedule of courses. Students with special circumstances that result in delayed registration will be given leeway to enroll.