SCLS Technology News

2023 Spring Ordering Moratorium

Due to the upcoming SCLS headquarters move in May, we will be issuing an order moratorium starting Friday, March 31st, and going through Monday, July 3rd. This will mainly affect PC orders, but could also apply to other peripherals too. In most cases, if you need to order a peripheral during this window contact Craig and he’ll work out some arrangement to have items shipped directly to your library rather than coming to SCLS headquarters first and being sent out through delivery.

Please contact Craig if you have any questions.

 

Photo by Erda Estremera on Unsplash

 

Windows 11 on Staff PCs

SCLS is ready to start deploying Windows 11.  We will begin by deploying Windows 11 on new staff PCs and eligible staff PCs that come in for repair.  Microsoft has set October 14, 2025 as the end-of-life date for Windows 10, so we will eventually deploy Windows 11 to existing staff PCs as well.  This can be done over the network when the library is closed.

Windows 11 Start Menu

We will also begin developing a Windows 11 configuration for public computers in February and start deploying it as soon as possible.

Windows 11 is very similar to Windows 10 under the hood, but end users will notice differences in the taskbar, start menu, folders, Windows Explorer, Notepad and Media player.  If you would like to read about some of the new features included in Windows 11, check out these links!

• PCMag (Windows 11: Biggest Changes and New Features)
• Computerworld (Windows 11 Cheat Sheet)
• PCWorld (Windows 11’s first big update arrives: 6 new features to try)
• Windows Central (Windows 11 review: The start of a new era)

New Virtual Reality Kits

Virtual reality is new and improved for library programs this year!  We have just purchased 2 new Oculus Meta virtual reality headsets to loan to libraries. 

The Oculus Meta Quest 2 is a new VR headset that allows users to play, work out, explore, and learn in a virtual world.  The kit includes the headset, controllers and everything else you need.  A TV/projector is not included or required, however it does allow everyone in the room to watch and enjoy.

There are 2 different VR kits to choose from:  The Oculus Meta Quest 2  or the PlayStation 4.  They both can play virtual reality games and videos, however they are a little different.  They also have some different games, please check website for current list of games.

Oculus doesn't require a TV or projector (although one can be used so everyone in the room can watch, is easier to set up, and has less cables and more freedom of space.

PlayStation 4 requires a TV or projector, has lots of cables, but can be used just as a gaming console with disc games. 

 

Reservations will be handled on a first-come, first-serve basis and will be confirmed with an email from myself.  The kits can be checked out for up to 10 days, but only one kit at a time.

This equipment is intended for in-library use only and only for reservations by library staff members.

If you have any questions, you can leave them in the reservation form or send me an email at [email protected]

 

Check availability and reserve the kits here.

 

Learn more about the Meta Quest 2.

 

End of Year Ordering

The deadline for receiving an invoice from SCLS for Technology purchases is rapidly approaching. Last year we started seeing some delays with our orders and this year the delays have gotten longer on most items. PCs seem to be arriving the fastest, but I’m starting to see about a two-week delay on them. Please plan accordingly. If you’d like a PC or laptop and have an invoice in your hand by the end of the year please place your order no later than Friday, Nov 4th, sooner would be better. If you are allowed to purchase in 2022 and receive an invoice at the end of January 2023 then you have until Friday, December 2nd 2022 to place your order, again, sooner would be better. If you want anything else, like a docking station, printer, some monitors, or access point, please contact me directly to work out an arrangement, these items are taking anywhere from 4 – 12 months to arrive, and since we are not invoiced until an item ships, we can’t invoice you, that’s why we’ll need to work out an alternative solution for you.

 

Photo by Markus Winkler on Unsplash

 

New Help Desk software

SCLS will be switching to new Help Desk software on Tuesday, September 6th!

Why are we switching?

• The software we currently use for Help Desk tickets is no longer supported and will lose functionality in October

What’s the new software like?

• The new software has similar functionality but is more user-friendly
• There will still be a User Portal for library staff to submit and manage their own tickets
• Tickets can still be created via the Help Desk Portal, by sending an email, or by calling the Help Desk

What will change?

• The new Help Desk Portal will be available from both inside and outside the SCLS network
• There’s an app (if you’re into that kind of thing… 🙂)
• To use the Help Desk Portal, library staff must have a library-branded email address to create an account (no @gmail.com or @hotmail.com addresses!)
• We will add Knowledge Base articles for self-service
• Portal differences – Library staff can…
  • resolve tickets
  • edit comments
  • more easily add multiple attachments to a ticket
  • add comments to Closed tickets (which will re-open them)
  • add additional accounts to CC: on the ticket

What does SCLS staff love about the new software?

• It is more user-friendly and has additional functionality that may be implemented in the future

How will we get to the new Help Desk portal?

• The new Help Desk portal address will be announced in an email the week before Go Live

What do library staff need to know to use the new Help Desk Portal?

• The new Portal will function similarly to our current Help Desk Portal
• It will be accessible from inside AND outside the SCLS network
• Library staff will need to have a library-branded email address to create an account. Without an account, you may still submit tickets by calling the Help Desk or sending an email.
• Library staff will continue to receive ticket updates via email

What will happen to the old Help Desk Portal and any open tickets?

• Please try to close any open Help Desk tickets before Sept 6th
• Beginning on Sept 6th, SCLS staff will move any remaining open tickets to the new software
• The old Help Desk Portal will be unavailable after Sept 6th

We expect there may be an occasional hiccup as we transition to the new software. We look forward to your feedback (and patience) as we get adjusted!

Workstation Status Reports

For many years now we have provided the Workstation Status Reports to libraries as a reference for the status of their PCs.  If you have viewed them recently you might notice they look a little different now.  This is because we purchased new help desk and inventory software called SolarWinds.  The staff here have been testing it out and configuring it to roll out later this year.  We have already fully migrated over to the inventory side of it.  The new software has already been great to work with and keep track of devices.

The main change between the old reports and the new one is the color coding is gone.  The same information is still there, just presented a little differently. The "Warranty status" column will note either 'expired' or 'not expired'.  PCs that say 'expired' should be planned to replaced soon. As a recap most Dell warranties we purchase with new PCs is 3 years.  The SCLS guidelines are to replace PCs between 3-5 years.  To see a date when the Dell warranties expire please check the "Warranty End Date" column as that tells you too.

The main Workstation Status Report I run for the libraries is the same for each site.  However, if you need more information or a custom report I can run those as well.  Please send me an email with those requests or if you have any questions about your PCS. 

 

Emily 

[email protected]

 

Advance notice for network printer installs

Just a quick reminder -- if your library is getting a new network printer or copier that will be used by your SCLS-supported PCs, please schedule this in advance with the SCLS Help Desk. With a little notice, we'll be able to make sure we have staff available to make any necessary network configuration changes and to help install the new driver on your supported PCs.

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After Hours Support Update

Occasionally, the Support Team receives calls after normal Help Desk hours about SCLS as ISP systems. We have discussed the feasibility of providing after hours support for the SCLS as ISP service. Due to the varied nature of these systems and remote limitations, the SCLS as ISP service will be ineligible for after hours support. All support for these systems will occur during normal Help Desk hours (8:30am – 5pm).

As a reminder, After Hours Support is for urgent or emergency use only. “Urgent” issues are downtime and serious response time issues with system-wide or building-wide services, not an issue with a single PC, or a single self-check.

Please submit a ticket on the Help Desk portal or wait until normal Help Desk hours for regular support tasks and requests.

Information about regular and after-hours support can be found here: https://www.scls.info/technology/help.html

 

Image by Ekkapop Sittiwantana from Pixabay

Requesting ILS & Tech Help

Need a minor tweak to your MyPC hours? Is your printer giving you fits? Have a question about a particular report?

As we head into the holiday (and flu) season, here’s a quick reminder about the best way to report issues and request changes.

Your best option for a speedy response is always to contact the Help Desk -- either by phone (our numbers have changed!) or by putting in a ticket through the Help Desk portal (only available when on the SCLS network). Although the SCLS Help Desk Portal is the preferred way to submit tickets, library staff members who are not on the SCLS network can also submit a ticket by sending an email to [email protected].

If you send an email request to a specific individual, there's always a chance that individual may be out and no one else will know you need assistance. Although we try to share planned absences and use out-of-office messages, unexpected things do crop up. The Help Desk phone is always staffed during SCLS business hours, 8:30am-5pm, and the Help Desk ticketing system has multiple people checking it throughout the day. A call or ticket with the Help Desk is always the best bet for a timely response.

The ILS and Tech staff also have forms for some commonly requested tasks:

• Email and email list forms  
• ILS forms  

The exception to the "contact the Help Desk" rule
If a specific staff person has contacted you and requested that you reply to them with certain info (like when Brian sends an email with a form to fill out for reporting next year’s MyPC hours and holidays), please return the form to the staff person who originally requested it. 

Help Desk number changes

In March 2020, we temporarily changed our Help Desk number to better provide support while working remotely.  On Monday, November 29, we will switch back to our original Help Desk number and add a new toll-free option:

• (608) 242-4710
• (855) 583-2148 (toll-free)
  
  

Your library will be receiving updated "SCLS Technology & ILS Support" cards in Delivery. Please review and share this information with all staff at your library and be sure to recycle the old, outdated “SCLS Technology & ILS Support” cards.

As a reminder, the SCLS Help Desk is available Monday through Friday, 8:30am until 5pm. Issues can be submitted by phone, Help Desk portal, or email.  After-hours support for urgent system-wide or building-wide issues will continue to be provided using the after-hours support phone number.

The SCLS Help Desk is a service for library staff only.  Contact and support details can be found here: https://www.scls.info/technology/help.html.  Please do not share this contact information with library patrons.