New Help Desk Ticketing System

by ·0 Comment
WhatNew Help Desk Ticketing System
WhenWednesday, January 3, 2024
Who is AffectedAll Users
ActionAwareness Only

The Office of Information Technology has replaced our service request/ticket software to address the many issues we have with Footprints and to improve services for all university users.

Wednesday, January 3, 2024 is the day of the campus cutover to TOPdesk. 

Key things for you to know: 

  • Our old ticketing system, Footprints, is now offline
  • Tickets, resolutions, and FAQs will be transferred to our new TOPdesk system found at capital.topdesk.net. Please bookmark capital.topdesk.net for future use.
  • If you have an open, unresolved service request, it will be transferred to the new system and work will continue on the issue
  • You can continue to autogenerated a ticket by emailing helpdesk@capital.edu, but the new portal will allow you to more accurately direct your request to the proper department

You can access the new system at capital.topdesk.net, select “Log in to Self Service Portal” and use your Capital username and password.

Faculty and Staff will see this view:

Students will see this view:.

From your Home screen, you can view All IT Services, and select the service you need so that the ticket is routed correctly for the fastest service:

From your Home screen, you can check the status of your open tickets:

IT will send additional communications out over the coming weeks to highlight different features of this new system. 

Thank you, 
Capital University Help Desk 

Microsoft’s Number Matching Authentication Process

by ·0 Comment

What is Multi-factor Authentication?

Multi-factor authentication (MFA) refers to a layered end-user verification strategy to secure data and applications by requiring a user to submit various combinations of two or more credentials to gain access to a system or service.

There are three components of MFA:

  • Something you know — Password, PIN, or passphrase
  • Something you have — OTP (one-time password), verification code, or hard or soft security token
  • Something you are — Biometrics (fingerprint, facial scan, or iris scan)

The Microsoft Authenticator App is traditionally used with a mobile device such as a cell phone for push notifications. This helps you sign into your accounts when you’re using a two-step verification process.

The standard two-step verification method involves two factors: One factor typically being your username and password and a second factor such as a PIN, code or personal biometric.

How Does MFA Work?

Mobile push-notification-based MFA uses “push” notifications to alert a user to review a new MFA
authentication request. The login flow is:

  • The user enters their username and password to authenticate (first factor)
  • The identity platform sends a signal to the app on the user’s phone/mobile device, which generates a notification
  • The user opens and accepts the prompt to approve the request (second factor)

Incorporating both factors makes the sign in process safe and secure, however, malicious cybercriminals continue to find ways to try to bypass MFA. With the adoption of two factor, MFA fatigue spamming attacks have gain popularity and become more prevalent by cybercriminals.

What is MFA Fatigue?

MFA fatigue is a technique where a cybercriminal attempts to gain access to sensitive information by bombarding their victims with repeated two-factor authentication push notifications in hopes of tricking them into authenticating their login attempts.

Cybercriminals will commonly use stolen login credentials obtained from various social engineering methods, including phishing attacks, malware or leaked credentials from data breaches. Cybercriminals who have obtained a user’s password will enter it into an identity platform that uses mobile push-notification-based MFA to generate hundreds of prompts on the user’s device over a short period of time.

The goal is to spam victims to the point where they are annoyed by the constant notifications and will approve one so it will stop. Although it may seem harmless, by doing so, the attacker has effectively bypassed MFA and now has access to their victim’s information and critical infrastructure.

This attempt can be successful, especially when the target victim is distracted or overwhelmed by the notifications or misinterprets them as legitimate authentication requests.

Recent studies show that about 1% of users will accept a simple approval request on the first try. That’s why it’s critical to ensure that users must enter information from the login screen and that they have more context and protection.

What is Changing with the Authenticator App?

Microsoft will enable number matching requirements within the Microsoft Authenticator App by default for all users starting on February 27, 2023.

Number matching is a security upgrade that will discourage MFA fatigue as each push notification generates a unique set of numbers for every login request. Number matching is a setting that forces the user to enter numbers from the identity platform into their app to approve the authentication request.

How Does Number Matching Work?

When a user responds to an MFA push notification using Microsoft Authenticator, they will be presented with a number that the user will be required to type into the App during the sign-in process to complete the approval.

Depending on how Microsoft Authenticator App is configured and the operating system of your mobile device may generate an experience similar to the examples below:

Basic Number Matching: When a user responds to an MFA push notification using Microsoft Authenticator, they will be presented with a number which they need to type into the Authenticator app to complete the approval process.

Geographic Location with Number Matching: When a user receives a Passwordless phone sign-in or MFA notification in the Authenticator app, they’ll see the sign-in location (based on their IP) and number matching information. Type the number that was pushed to your mobile device into the Microsoft Authenticator app to complete the sign in approval process.

Don’t have the Authenticator App?

Download and follow these instructions: Download Microsoft Authenticator App Here

IT Services Holiday Updates – 2022

by ·0 Comment

During the Holiday break – Wednesday, December 21, 2022 through Tuesday, January 3, 2023 – the IT Department will be performing system updates for various services outside of our normal maintenance windows. Many of these updates are simple and will just require a server reboot or two and outages will be brief and intermittent. However, there are a few key systems that will require extended outage time. For those services we will communicate the status below.

 

 
Service Update Status Planned Start Time
Main website Completed Monday 12/19/2022
Skype for Business Completed Thursday 12/22/2022*
File Share Drives Completed Thursday 12/22/2022
Authentication & VPN services Completed Wednesday 12/21/2022
Colleague (myCap, Colleague UI, etc.) Completed Thursday 12/22/2022*
* May carryover to next day

Microsoft Authenticator Setup

by ·0 Comment

Microsoft Authenticator Setup

Download a PDF version of this setup by clicking HERE

Download a Word Document of this setup by clicking HERE

Prefer to watch a video? Get to step 7 first, then visit this link.

What is factor authentication?

Two-factor authentication (2FA), sometimes referred to as two-step verification or dual-factor authentication, is a security process in which users provide two different authentication factors to verify themselves.

The first factor will primarily be a computer/laptop and the second factor can be your phone, a verbal call or a text message. Two-factor makes it harder for criminals to break into your account. If you only use a password to authenticate and the password is weak or has been exposed elsewhere, it leaves an insecure avenue for attacks or fraudulent entry.

When you require a second form of ID, security is increased because this additional factor isn’t something that’s easy for an attacker to obtain or duplicate.

How does authentication work?

When you sign into your O365 account, you will receive a prompt for ID verification using one of the following authentication methods:

Something you know, typically a password
Something you have, such as a trusted device like a phone
Something you are, such as biometrics like a fingerprint

You can authenticate your second factor several ways, however, we strongly encourage you to use the Microsoft Authenticator App if your phone is able to utilize it. It is the fastest verification option allowing you to just tap approve on your phone and adds an extra layer of security.

The Microsoft Authenticator app will function and generate new codes every 30 seconds even when you don’t have cellular coverage.

Can two factor be hacked?

Although it is possible for two-factor authentication to be hacked, the odds are very low and 2FA is certainly the best practice when it comes to keeping accounts and systems secure.

One way two-factor authentication could be hacked happens through the SMS method or, in other words, the method by which a one-time use code is sent to a user’s phone number via SMS or an automated phone call.

This is why we recommend using the Microsoft Authenticator app because it adds extra security and codes are contained within the app.

There have been stories of hackers tricking mobile phone carriers into transferring someone else’s phone number to their own phone. The hackers contact the carriers pretending to be their victims, requesting a new SIM with the victim’s number. They then have access to any authentication code sent to that phone number. Called SIM swapping, this is probably the most common way of getting around 2FA.

But carriers’ own security processes are improving and even acknowledging those risks, 2FA remains a strong and essential tool in the fight against cyber-attacks and identity fraud.

Pre-Requisite

In order to use multi-factor authentication with your Capital account, you will need to ensure the following pre-requisites are met:

  • You have a phone that can receive SMS texts and/or download the Microsoft Authenticator app
  • Have a computer with Office 2016 (or higher) installed
  • Internet access to complete the setup

What if I don’t own a phone or my phone doesn’t work with the app?

If you don’t have a phone or your phone can’t use the authenticator app, you can use a mobile device like your university iPad. Install the Microsoft Authenticator app on the iPad. You will need to keep the iPad with you at all times to authenticate.

You can also receive verification codes via text or receive a voice call to your cell, home or office line. Instructions on how to set this up can be found HERE.

What other factors can I use to authenticate?

Verification methodDescription
Phone callSign into your 0365 account from your computer. A call from Microsoft to your phone asking you to verify that it is you signing in. Press the # key on your phone to complete the verification process.
Text messageSign into your 0365 account from your computer. A text message from Microsoft is sent to a your mobile phone with a 6-digit code. Enter this code to complete the verification process.
Microsoft Authenticator App (Passwordless)Sign into your 0365 account from your computer. Microsoft sends a verification request to your mobile app on your phone asking you to Verify or Approve to complete verification process. This needs to be setup.
Code Generator with Microsoft Authenticator AppSign into your 0365 account from your computer. Microsoft sends a verification request to your mobile app asking for the generated verification code. Code changes every 30 seconds. Use this code to sign into your account.

Getting started

  1. If you will be using the Microsoft Authenticator app, you should download and install the app to your cell or mobile device (iPad) first. Visit the app store for your operating system and download for either Android and iOS devices. Setup instructions can be found HERE. You can also watch a video HERE.
  2. Go to your PC and open this link in your web browser – https://aka.ms/mfasetup. This will prompt you to pick a Microsoft account. Select your Capital email account.                                                         
  3. You will be re-direct to the “Capital Gate” sign in page. Enter your Capital email address or username along with your password and click Sign in.

Follow the instructions in the help document to complete registration of 2FA HERE.

What if I need help?

Contact the IT Help Desk, helpdesk@capital.edu or 614-236-6508. We are here to help if you have questions or a special situation that would require our assistance.

IT Services Holiday Updates – 2021

by ·0 Comment

During the Holiday break – Monday, December 20, through Friday, December 31 – the IT Department will be performing system updates for various services outside of our normal maintenance windows. Many of these updates are simple and will just require a server reboot or two and outages will be brief and intermittent. However, there are a few key systems that will require extended outage time. For those services we will communicate the status below.

 
Service Update Status Planned Start Time
Main website Completed Monday 12/20/2021
Skype for Business Completed Evenings of 12/19/2021*
File Share Drives Completed Tuesday 12/21/2021
VPN services Completed Thursday 12/23/2021
Colleague (myCap, Colleague UI, etc.) Completed Wednesday 12/29/2021*
* Starting after 7pm
* May carryover to next day

 

 

Two Factor Authentication

by ·0 Comment

What is Two Factor (2FA)?

Two-Factor Authentication (2FA) is used to strengthen ​the security of user accounts and University business systems that hold sensitive information. It adds another layer of online protection from damaging cyber criminal attacks that cost organizations millions.

As part of this initiative, effective July 12th, 2021, all Windows PC Users will be required to use 2FA when accessing University business systems and resources via VPN (virtual private network). Macintosh Users are currently using 2FA.

Why Two Factor?

We are all used to having one layer of security to protect our account which is our password, however, passwords aren’t enough to protect the University or you against cyber criminals who desire to gain access to resources using compromised credentials.

The goal of 2FA is to provide a higher degree of identity assurance of a user accessing University resources via VPN.  If cyber criminals obtain your username and password, they will still need access to your phone and/or a passcode to get into your account.

Having a second form of identification greatly decreases the chance of a criminal gaining access to devices, sensitive information, fraud and will build secure online relationships due to compromised credentials.

How Does 2FA Work?

You will need to download and install the Microsoft Authenticator App on your phone and configure it to work with your work PC. Detailed step by step instructions can be found below.

Once configured, you will need to use 2FA any time you log into the University’s VPN. You will need to enter your Capital username and password as well as authenticate through your phone. You will be required to use two different sources (factors) to verify your identity:

  • Something you know:  your Capital credentials (username and/or password), and
  • Something you have:  a phone and/or passcode

What If I Don’t Own a Cell Phone?

Please contact the IT Helpdesk, helpdesk@capital.edu or 614-236-6508 to have a ticket created and assigned to our network team. We will work with you directly for a resolution.

Can I Use VPN on my iPad or Other Mobile Device?

At this time, we are only recommending 2FA for your work PC. We will notify you once we are ready to roll out and support 2FA for mobile devices and the iPad.

Need Help? Have A Question or Concern?

If you have questions, concerns or need technical assistance, please contact the IT Helpdesk, helpdesk@capital.edu or 614-236-6508.

===========================================

If you would like to download a PDF copy of these instructions so that you can click on the embedded links in the documentation, please click here.

Loader Loading…
EAD Logo Taking too long?

Reload Reload document
| Open Open in new tab

Download

Email: Auto forwarding from your Capital account to your personal account

by ·0 Comment

This week, IT was made aware that Microsoft recently activated a global security enhancement feature with all O365 email accounts in which they blocked your ability to forward email messages from your internal O365 account (capital.edu) to any of your external accounts such as Gmail or Yahoo. Internal forwarding, from one capital.edu account to another capital.edu was not affected.

Although Microsoft made this global change, they have allowed an option for IT to enable the external forwarding capabilities again, so we have re-enable this feature as of this morning, which should allow you to continue to forward messages from your internal account to any external accounts.

Please note: Since this change was made this morning, you may not have all your email in your personal account, you will have to log in to your Capital mailbox and see what messages you have received over the last few days that did not forward.

 

IT Services Holiday Updates – 2020

by ·0 Comment

During the Holiday break the IT Department will be performing system updates for various services outside of our normal maintenance windows. Many of these updates are simple and will just require a server reboot or two and outage will be brief and intermittent. However, there are a few key systems that will require extended outage time. For those services we will communicate the status below.

 
Service Update Status Planned Time Frame
Main website Completed Morning of 12/23/20
Skype for Business Completed Morning of 12/23/20
File Share Drives Completed Morning of 12/24/20
Colleague (myCap, Colleague UI, etc) Completed Evening* of 12/29/20
* Starting at 5pm

 

One other change to happen during the week of the 21st is that the login page for Office 365 will change to the same login page with the “Gate” that you see with MyCap.

Update: This has been completed.

Resolved: Door Access Control Problems

by ·0 Comment

Update:

The Lenel door access control issues from this morning have been resolved. The department of Information Technology had to do a system restore and we will continue to monitor the access control system very closely over the next 24 hours to address any functionality complications. If you encounter any problems accessing any campus buildings, please reach out to the IT helpdesk, 614-236-6508 or helpdesk@capital.edu so that we can help.

Thank you again for your patience and understanding. Have a great day!

The department of Information Technology would like to report that the Lenel door access control system experienced an anomaly this morning that is currently hindering some card readers and ID card functionality on campus. The main symptom that some of you may experience is your ID card not being read correctly by some card readers on the buildings which will prevent you from accessing the building.

We are currently investigating and working closely with our third party support to resolve this issue as quickly as we can. We apologize for the inconvenience and appreciate your patience and understanding as we work through the problem. We will update the campus with more information soon. You can contact the IT Help Desk, helpdesk@capital.edu or 614-236-6508 for periodic updates or to put in a ticket.

Thank you.

IT Services Holiday Updates

by ·0 Comment

During the week of December 23rd the IT Department will be performing system updates for various services outside of our normal maintenance windows. Many of these updates are simple and will just require a server reboot or two and the outage will be brief and intermittent. However, there are a few key systems that will require extended outage time. For those services we will communicate the status below.

 
Service Update Status Planned Time Frame
EMail Completed Morning of 12/26/19
Colleague (Webadvisor, Colleague UI, etc) Completed Morning of 12/26/19
Skype for Business Completed Morning of 12/24/19
File Share Drives Completed Morning of 12/24/19