I.T.S. Frequently Asked Questions


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Use the Employee FAQ Submissions Form to submit your questions to ITS.

Employee FAQ Submissions



Email

  • Can I access my email through a web browser?

    Yes!​

    Download Instructions (PDF)
    1. Go to https://outlook.office365.com/ ​
    2. Enter your county login with format username@alachuacounty.us and network password. 
    3. Approve your DUO MFA 
    4. Your email will be displayed. 
    5. On your browser type webmail.alachuacounty.us The following screen will appear:
      6. Screenshot of Outlook Webmail Login Page

    6. Enter alachua\username (you user name as you use in your office) and enter your password. The password is confidential information, please contact our help desk at 352-338-7329 anytime to reset it. (User id and password are case sensitive).
    7. Once you login, you will see a screen similar to this:
      8. Screenshot of Outlook Webmail Inbox

    8. By default, the system starts by showing the email in your inbox. On the left side pane, you will have the Inbox, Sent Items, Delete Items and Cabinet folders. If you click on the top left square (next to the Mail) you will see links for links for Calendar, Contacts and Tasks.
      9. Screenshot of Outlook Webmail feautures which allows to search people, check calendar, and lookup tasks

    A couple of hints that may help you to start using this application.
    1. If you click on an email, you will see the full content of the email on the reading panel. You may reply directly from the reading panel by clicking the purple arrows (reply and reply to all) or forward by clicking in the blue arrow.
    2. To compose a new email or appointment, click in the small arrow down next to the New option located on the top of your center panel. You may choose for new email or new appointment.
    3. Once the New Email or New Appointment screen is open, you may click over the To or CC to open the County Address book.
    4. To take a look at your calendar, click first in the upper left corner on the square with lot of small dots and select calendar
      5. Screenshot of Outlook Webmail feautures which allows to search people, check calendar, and lookup tasks

    5. Your calendar will be displayed as

      Screenshot of Outlook Webmail Showing what Calendar looks like

      You can select a date and time just by double clicking in the slot desire in the calendar to set an appointment. The following screen will appear. Fill it the email address of the participants to attend , time, date and subject for the vent and click on Save for the event to be posted in your calendar and sent to the participants. You can attach files necessary for this event by clicking on the attach option and select any file you need to share.
      6. Screenshot of Outlook Webmail showing how to create an event in the Calendar

    6. Don’t forget to sign out once you finish using the system Just click on the Sign out link on the top right corner.
    ​​
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  • Can I request an email search?

    ​Yes!

    Download Instructions (PDF)​

    If this is a Public Records Request that is originating from outside ACBOCC the request should be directed to the Alachua County Records Retention Officer, Rachel Yoho, via the email address ‘Public Records Request’ publicrecordsrequest@alachuacounty.us.

    Messages requested can be presented to Alachua County Employees by two different methods.

    1. A file that can be opened by Outlook with the requested records in it. The messages in this file can be manipulated. (forward delete print) and the file can be sent to others (You should not send to the public, see the statement above.)
    2. By access to messages through the Barracuda Message Archiver. This method may be used by someone that needs access to all the mail sent and received by someone who has retired or otherwise left the county. This is read or forward only. (after forwarding you can print)

    To produce a good query (unless you want EVERYTHING for one person) the following information is useful.

    1. Who the messages are too and\or from {actual email addresses are very helpful) This may be individuals or domains (This is the right side of an email address such as @si.edu for any messages to\from the Smithsonian Institute)
    2. Key words or phrases that the message must or can contain (These need to be relatively unique, Too vague gets too many results, but TOO unique may get too few.)

      The two conditions above can be used in two different manners. OR conditions or AND conditions.
      OR conditions INCREASE the number of messages that will be produced
      AND conditions DECREASE the number of messages that will be produced
      (IE: red OR green could have either color compared to red AND green must have both colors)

    3. A date range (Such as… messages on or after March 3, 2011 and on or before August 17, 2011)
    ​​
    ​

  • What is SMARSH?

    ​It is the software used to archive text messages of county owned smartphones. 

  • What is the difference between Spam and Phishing emails?

    View PDF​


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Security

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Help Desk

  • How do I save files to my network drive?

    ​​With a new document or spreadsheet, the first time you click save, the system will ask you the location where to save. In the left hand window, select the drive where you want to save the file.​

    Save file to network window​​​​

  • How should I save my files while working remotely?

    ​All files need to be saved to your Network Drive. Network Drives are backed up nightly.​

    ​

  • How should I back-up my files while working remotely?

    ​All files need to be backed up to your Network Drive periodically while you are working. This will ensure you have the most recent copy available if something were to happen. Network Drives are backed up nightly. ​

    ​

  • What are the password requirements?

    Passwords are required to be 12 characters long and to have any combinations of the following. 

    1 Upper Case Letter: “A” 

    1 Lower Case Letter: “a” 

    1 Number: “9” 

    1 Special Character “!@#$%^&*()” 

  • How do I use the online work order system?

     
    BOSS Work Order System

    BOSS is the system for logging Tickets with ITS. Here is the link to enter tickets https://boss2.alachuacounty.us/SupportCentral​. There is also a link at the bottom of the Intranet Page and the Support button https://intranet.acbocc.us/pages/default.aspx​

    Below are screen shots of the pages you will see and instructions for each
    Home Page:

    Home Page of creating tickets

    ​Here you will see links to your tickets “My Tickets” (Open & Closed), “Watched Tickets” (other staff’s ticket which you have been assigned as a watcher), and “Service Catalog” (Create a Ticket). You will also see these same pages down the left side of your screen with the addition of “Knowledge Base”. This will contain how to documentation for various IT items (in development).

    My Tickets:
    inside the page creating tickets
    This screen displays your ITS Tickets, both open and closed. 

    Service Catalog:
    service catalog 
    Either link will bring you to the page that will allow you to create a Ticket.​
    side by side  ​
    side by side  
     

    1) Incident – Use when something is broken or not working correctly
    2) Service Request – Use to request a hardware/ network/ telecom related item; Printer install/ computer move/ new phone/ etc. Enter in a short Title and a description of what is needed. You can even add an attachment if you have one to include. Just click on the “upload attachment here” button.​ 
    service request portal

    When done, click on "REQUEST". This will submit the ticket to the ITS Helpdesk and the following screen will display, showing your ticket number.​

    complete
    To view your ticket(s) click on either of the 2 links
    ticket centeral

    View Ticket:
    my tickets
    From this screen you can add information, attached items, and communicate with the technician assigned to resolve your issue/ request.​



    Download Instructions (PDF)​
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  • How do I change my password?

    Download Instructions (PDF)​

    There are at least three ways to change your password. After you have logged into Windows, press Ctrl-Alt-Del keys. This will bring up five options. Select the fourth option, Change a Password. Enter your old password, then the new one twice. Click the right arrow. It will state your password has been changed.

    Second, is to log into your OWA (webmail – https://webmail.alachuacounty.us​ ) Enter your user id (alachua\your_user_id) and network password. Choose sign in. In the upper right hand corner, choose the gear icon (it is to the left of the?), then Options. Expand the General section and click on My account. Right above Mail usage, in blue it will list Change your password. Enter your current password and then the new password twice. Click Save.

    The third option is when the system is requesting you to change your password. The wording will be something like, your network password has expired. Enter a new password (it may need to be entered twice).

    In all cases, it’s best to test the new password to ensure it works.

    If you need assistance with any of the methods, please contact the Help Desk.

    ​


Remote Access

  • How to use the new AnyConnect VPN?

    Download Instructions (PDF)

    To use the AnyConnect VPN:

    1. On your desktop, find the icon in the shape of the icon below.
      2. Screenshot of Cisco AnyConnect Icon

    2. Double click the icon and you will be presented with this dialog box.
      3. Screenshot of Cisco AnyConnect Ready to Connect Dialog Box

    3. Click "Connect".
    4. Enter your County username and password when prompted. (Note: Please do not include either the: Alachua\ or @alachuacounty.us, when entering your username in the username field.)
      5. Screenshot of Cisco AnyConnect Username and Password Prompt Dialog Box

    5. You then will be prompted to select the authentication method, the preferred method is "Send Me a Push"
      6. Screenshot of Cisco AnyConnect Authentication Method Selection Dialog Box

    6. On your device you will then get a push notification from DUO to "Approve/Deny" your connection to the VPN.
      7. Screenshot of a Cisco AnyConnect Push Notification on a mobile device

    7. An acceptance dialog will appear, please read and accept the dialog.
      8. Screenshot of a Cisco AnyConnect Read and Accept Dialog Box

    8. A successful connection will display the following pop-up notification at the bottom right of the screen.
      9. Screenshot of a Cisco AnyConnect pop up notification letting user know that they have been connected

    9. Please remember to click the disconnect button when you are finished to close your VPN session:
      10. Screenshot of a Cisco AnyConnect showing user where to press disconnect when wanting to disconnect from the VPN

    ​
    ​

  • How do I register with DUO?

    Download Instructions (PDF)

    ​Step-By-Step Instructions​

    1. From the email you received from DUO Security, click on the link in the email to go to a webpage to begin the authentication process.
      2. Figure 1. Screenshot of dialog box of email sent from DUO Security

    2. The first screen will ask, the type of device you will use for authentication. Typically we recommend using a Mobile phone, as it is the easiest method and normally everyone has this on their person. However, you may also choose the Landline option to receive authorization without having the DUO APP installed on your phone. Please note: the Tablet option is not supported at this time.
      3. Figure 2. Screenshot of dialog box asking user the question of what type of device are you adding?

    3. Enter in the phone number associated with the Mobile phone.
      4. Figure 3. Screenshot of dialog box asking user to enter your phone number

    4. Once entered, a green check will appear on the side of the mobile number.
      Click the checkbox and then click Continue".
      5. Figure 4. Screenshot of dialog box confirming user phone number that you just entered

    5. Choose your type of phone. Click "Continue".
      6. Figure 5. Screenshot of dialog box asking user what type of phone is being used

    Android Path (view iPhone path)
    1. Go to the phone’s application store then download and install the “Duo Mobile” app.
      2. Figure 6. Screenshot of dialog box telling user to launch google play store to search for Duo Mobile App

    2. Open the “Duo Mobile” app and click the “+” button to scan the barcode provided.
      3. Figure 7. Screenshot of dialog box telling user to scan barcode provided

    3. A green checkmark will appear over the barcode, showing that the process of activating is now complete.
      4. Figure 8. Screenshot of dialog box telling user that a green check will appear of barcode when scanning is complete

    4. Please leave the dropdown box option of "Ask me to choose an authentication method".
      5. Figure 9. Screenshot of dialog box telling user to leave dropdown box option

    5. Click "Finish Enrollment".


    6. You will be greeted with a notification of SUCCESS!
      7. Figure 10. Screenshot of dialog box showing a successful confetti page

    iPhone Path
    1. Install DUO Mobile on your phone. Click "I have DUO Mobile installed".
      2. Figure 11. Screenshot of dialog box asking user to launch app store for IOS device

    2. Follow the steps to activate DUO Mobile. Click "Continue".
      3. Figure 12. Screenshot of dialog box asking user to scan barcode shown on screen and click continue

    3. You will reach a confirmation screen. Click "Continue".
      4. Figure 13. Screenshot of dialog box asking user to click continue after seeing green check mark as confirmation

    4. This screen provides the details of your enrolled device. Click "Finish Enrollment".
      5. Figure 14. Screenshot of dialog box asking user to click Finish Enrollment after verifying settings and devices

    5. You will be greeted with a notification of SUCCESS!
      6. Figure 15. Screenshot of dialog box asking showing the user that they have successfully completed registration. Confetti Page

    ​​
    ​

  • How to setup an RDP Bookmark in the SSL-WEB Portal

    RDP Bookmark Setup

    To setup your RDP Bookmark:
    After logging into the portal, click on "+New Bookmark" button to access the New Bookmark setup window, then select RDP:
    RDP 1 

    Fill in form as described below:
    Name: Enter name of the RDP session, for example"My PC"
    Host: Enter your PC name here
    Port: Leave the default value
    Description: This field is optional and can be left blank
    Use SSL VPN Credentials: Click on the button to activate this feature and remove the Username and Password fields:
    RDP 2 
    Keyboard Layout: Leave default setting of English (US)
    Security: Set to Allow the server to choose the type of security.
    Preconnection ID: DO NOT change default value.
    Load Balancing Information: Leave blank

    Click Save to create the RDP Bookmark and permanently add it to the portal under Your Bookmarks:
    RDP 3 
    Click the MY PC bookmark you created to open an RDP session to your computer and log in when prompted.
    You will now be able to use you work PC remotely as if you were seated at it. 
    ​​​​​​

  • How do I access the County Network Remotely?

    Remote access to the county network can be achieved using one of the county VPN options:
    1. ​IPSEC/Anyconnect VPN- For County staff that will access the county network using a county provided computer/laptop.
    2. SSL-WEB VPN- For county staff using a non-county computer/laptop provided to access the county network. SSL-WEB VPN users access their county computer remotely through the SSL-WEB VPN Port and then using RDP (Remote Desktop Protocol) to connect to their computer at the office on the county network. 
    Computer/laptop to access the county network. SSL-WEB VPN users access their county computer remotely through the SSL-WEB VPN Portal and then using RDP (Remote Desktop Protocol) to connect to their computer at the office on the county network. 

  • What is a VPN?

    A VPN, or Virtual Private Network, is a secure way to remotely connect to the county network, and/or resources on the county network, over the Internet. VPNs can be used to provide remote access to the county network for county owned and maintained desktops/laptops or remote access to devices directly connect to the county network using a personal computer/laptop. ​

  • What computer equipment should I take home?

    ​That is dependent on your supervisor and job requirements.  Typically if allowed, one would take the laptop/desktop and any peripherals needed for that workstation. ​

  • What are the minimum PC Requirements?

    The Alachua County Information and Telecommunications Services (ITS) requires all VPN users to meet the following minimum requirements for equipment (desktop, laptop, and tablet) to be used to connect to the Alachua County Network using VPN Remote Access.

    1. Operating System and Browser(s) must be current, supported and up-to-date with the latest security patches and service packs.​
    2. Antivirus Software*: Must be supported by its manufacturer with up-to-date virus signatures and patches. Antivirus must be enabled and active at all times on all computers and devices. Contact ITS Security team for recommendations.

      3. Please note: Kaspersky Labs antivirus products are not an acceptable solution.

    3. Firewall must be enabled on the device connecting to the Alachua County network.

    ​

  • How do I request Remote Access?

    ​Remote access requests require approval of your direct report, supervisor, manager, or director who would then submit a formal request opening a ticket with the ITS Helpdesk.​


Telephony & Faxing

  • How can I access my voicemail remotely?

    Accessing Voicemail from another phone
    1. ​Access voicemail from the phone
    2. When voicemail answers press *
    3. Enter your ID/extension number followed by #
    4. Enter your pin/password followed by #


  • What is Call Forwarding?

    Download Instructions (PDF)

    Call Forwarding​

    (This function allows you to forward your phone to another number or to voicemail.)

    For your primary line you can set up Call Forwarding on your phone. For all other lines, or to access Call Forwarding remotely, log into the Self Care portal at Cisco Self-Care Portal

    To forward calls from the phone:

    1. Press the “Fwd All” soft key.​

      2. forwarding-fig1"  

    2. Enter the number as you would when placing a call to that number. Include “9“ to dial an outside line or enter the four-digit extension when forwarding to internal numbers.

      3. forwarding-fig2 

    3. On the main screen, the display will show To --forwarding numbers --

      4. forwarding fig3

    4. To cancel the forward, press the “Fwd Off” soft key. The phone will display “Forwarding Off”.​

    To forward calls from the Cisco Self-Care Portal:

    1. The portal can be accessed at the following link: Cisco Self-Care Portal (you will receive a certificate error, please click though)

      cisco-fig1 

    2. Enter your username and password when prompted.
      • Username = your standard login (login@alachuacounty.us– Please do NOT include “@alachuacounty.us”)
      • Password = your phone extension (Please change your password under the General Settings tab the first time you login)
    3. To call forward your phone click on the Phones tab and then click the Call Forwarding link in the left pane to access the Call Forwarding menu.

      4. cisco-fig3 

    4. Click the arrow next to the line you would like to call forward.

      5. cisco-fig4 

    5. To forward all calls to another number, click the check next to Forward calls to: , select Add a new number from the drop-down, enter the number as you would when placing a call to that number, and then click the Save button.

      6. cisco-fig5 

    6. To forward all calls to voicemail, click the check next to Forward calls to: , select Voicemail from the drop-down, and click the Save button.

      7. cisco-fig6" 

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  • What is Jabber?

    ​Jabber is an application run on a desktop or laptop computer that is connected to the internet allowing calls to be placed and received as if using an actual telephone. Staff working remotely can use jabber to make and receive calls as if they were using their desk phone at the office. ​

    Warning: Cisco Jabber should not be used for emergency calls. Dialing 911 through Cisco Jabber will not provide emergency personnel with your correct location. Please use a cellphone or landline when calling 911. 

  • How can I receive my fax remotely?

    ​Currently ITS can configure the Ricoh Copier/ Printer to receive faxes & then forwarded to an email  account.
    ​

  • Can I text County business on a cell phone?

    TBD. Researching

  • How to forward a Voicemail message to another extension

    1. Listen to the message.
    2. To forward the message press 5.
    3. Record your introduction at the tone and press# when done.
    4. Enter the extension number to forward to and press #.
    5. To forward the message press #.
    6. Follow options to repeat, save or delete the original message.​

  • How to Perform a Conference Call

    Step 1
    Complete first call (9-352-123-4567) Long Distance (9-1-352-123-4567)

    Step 2
    Once the call is connected press conference key
     

    Step 3
    Complete the second call (9-352-123-4567) Long Distance (9-1-352-123-4567)

    Step 4
    Press Conference key
    All parties should be conferenced
    You can conference up to 15 calls following step 3.
    Note:
    If the original caller departs, the conference call will still be active.
    ​​​

  • How to Transfer a Call from Desk Phone

    ​How to Transfer a Call from Desk Phone 

    To transfer a caller to another user press transfer , dial extension number and press transfer again (transfer-XXXX- transfer)


    How to Transfer a Call in Jabber

    To transfer a caller to another user press the three dots and hit transfer

    jabber pic 1 

    Dial extension number and press the green talk button

    jabber pic 2  

    Transfer key again (transfer-XXXX- transfer)

    jaber pic 3 

    ​​​​


Printing


Collaboration


Project Tracking


Other Productivity Tools

  • Electronic Signature

    ​ITS Applications can help setup an Electronic Signature document using DocuSign. ​DocuSign, allows organizations to manage electronic agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature, a way to sign electronically on different devices. ​

  • What is SharePoint?

    ​SharePoint is a web-based collaborative platform that integrates with Microsoft Office. SharePoint is primarily used as a document management, storage system, and project management system, but the product is highly configurable and usage varies substantially among organizations. ​

    The Alachua County Website and Intranet is built using SharePoint.


Training

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