Central University Libraries Southern Methodist University Central University Libraries

FAQ

Q: I need a new printer for my office. How do I request one?
A: Discuss your printing needs with your Supervisor or CUL Executive Council member. Many of our offices have networked printers to meet our needs without placing individual printers on each desktop. If you have specialized needs make sure your supervisor knows about them so they can request the needed equipment from the Systems Office. If your current printer is not working properly, notify the Systems Office or your technical support person in your area so it can be checked and possibly a help call logged at ITS for repair.
Q: Can I load software that I own from home on my PC at work?
A: No, we must only load software at work that we can document that we have licensed copies for SMU use.
Q: I need a specialized software package in order to perform my job duties. This package is not part of the SMU standard office load. What should I do?
A: Discuss your needs with your supervisor. If a special software package needs to be purchased, the supervisor or EC member will request through the Systems Office.
Q: I can't seem to log into the NT network today on my PC. What should I do?
A: Monday-Friday 8:30am-5pm: call the Systems Office Help Line at 83029. Any other day/time or on holidays: call the ITS Help Desk at 84357.
Q: I am working the reference desk this week-end and the system was down when I came to work. The ITS Help Desk is not open. Who do I call?
A: For emergencies after hours and on weekends, call the ITS Help Desk at 214.768.4357 (8HELP). Leave a detailed message (including your phone number) for the staff member on call; they should call you back within 30 minutes. Emergencies include Voyager and network outage but not general PC or software issues.
Q: I have had some staff members leave employment at SMU. I don't know if they still have security for Voyager. Who do I contact?
A: Visit the Libraries Support Center at http://help.libraries.smu.edu and fill out a help form indicating you need to terminate a staff member's Voyager security.
Q: I have a Voyager report that I really need for cataloging. How do I request this report?
A: Visit the Libraries Support Center at http://help.libraries.smu.edu and fill out a help form indicating you need help with Voyager. Voyager Team leaders will review the request depending on the functional area and determine if there is already an existing report that might meet your needs. If there is not, Systems Office staff and ITS staff will review the request to determine if all the information needed is included in the request. The Voyager Team leader for the appropriate module will prioritize the report and ask that it be added to the project work plan. The Automation Technology Steering Committee will periodically review all report requests and review priorities assigned by the Voyager Team leaders. The assignment will be given to appropriate staff to complete.
Q: We just decided to change our Library schedule during the upcoming holidays. How do I make that change effective for Voyager circulation due dates/fines?
A: Visit the Libraries Support Center at http://help.libraries.smu.edu and fill out a help form indicating you would like to change your Voyager calendar.
Q: I reported a Voyager problem several weeks ago and haven't heard anything since then. How can I find out the status of the call?
A: Visit the link provided in the email you received when you put in the help ticket or contact Mary Queyrouze (83229 or mqueyrou@mail.smu.edu).
Q: I need to know how to perform a Voyager function and no one in my area can assist me with this particular function. How can I get the training I need?
A: Visit the Libraries Support Center at http://help.libraries.smu.edu and fill out a help form indicating you need help with Voyager. Systems Office staff can arrange for training.
Q: I don't seem to have the security I need to perform my job in Voyager. How do I request additional security?
A: Discuss your needs with your supervisor. Appropriate staff at Bridwell, Underwood, BIC, ACS Computer Labs, and the CUL Executive Council members can submit requests for Voyager security changes to the Systems Office.
Q: My department wants to do some staff training and we have no suitable place to conduct the hands-on training. Do you have suggestions?
A: : Rooms within the libraries can be reserved for such events. Simply use the Meeting Request feature of Outlook to view availability and add the room as a resource.
Q: I don't seem to have the right version of the Voyager documentation for the current version of Voyager. How do I obtain up-to-date documentation?
A: Documentation can be found on Exhibits SupportWeb or on the T:\ drive. We no longer provide printed copies of this documentation.
Q: I need to borrow a laptop for work-related use. How do I request one?
Laptops are available on a first come, first served basis with 48 hours notice. Please log a help ticket to place your request.

Library help line: 214-768-3029

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