Information Technology Services Centre - User Consultation and Feedback
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  • User Consultation and Feedback

    ITSC treasures user feedback on our services. We regularly collect opinions from CUHK staff and students through 

     

    Here shows our recent follow-up progress on user feedbacks towards different services:

    1. ResNet

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    1. Weak WiFi in Communal Area of Student Hostel

    Ref No.

    161104-RNT-1

    Service Area

    ResNet

    Issue

    Weak WiFi in communal area of the hostel

    Description

    The student hostels network is funded by related hostel management. ITSC provides implementation advices and technical support.

    Responsible Party

    Student hostel management

    Status

    Closed on 4 Nov 2016

    Action

    Students are advised to communicate with their hostel management when there is inadequate wifi access. ITSC will install the wifi as soon as the funding and schedule are confirmed.

     

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    1. Unstable Network in Some Hostel Rooms

    Ref No.

    161104-RNT-2

    Service Area

    ResNet

    Issue

    Unstable network connection in some hostel rooms

    Description

    The problem is intermittent and is still under investigation by ITSC and Aruba (the vendor). So far the connection of the reported room in United College during day time was stable when ITSC staff was conducting the checking. However, students reported poor connection at night, while the utilization rate of the 10GB hostel link from the log was very healthy, showing as 20-30%.

    Responsible Party

    ITSC and student unions

    Status

    Follow up

    Action

    ITSC has conducted "ResNet User Satisfaction and Needs Survey 2016" during 23 Dec, 2016 - 21 Jan, 2017. We are now consolidating the survey result.

    Updated on 20 Feb, 2017

     

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    1. Failure in Using University WiFi at Specific Location

    Ref No.

    161104- RNT -3

    Service Area

    ResNet

    Issue

    Failure in using University WiFi at a specific location e.g. Daisy Li Hall after the launch of CUHK1x

    Description

    This is the first report received by ITSC. Further study is required

    Responsible Party

    ITSC

    Status

    Follow up

    Action

    ITSC will have a site visit to check the problem further.

     

     

    2. WiFi

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    1. Weak WiFi and Malfunctioned Air-conditioners in BFC 306

    Ref No.

    161104-WIFI-1

    Service Area

    WiFi

    Issue

    Weak WiFi and malfunctioned air-conditioners in BFC 306

    Description

    As titled. There may be a need to replace the WiFi equipment and maintenance on the air-conditioners.

    Responsible Party

    OSA

    Status

    Follow up

    Action

    Janice (OSA) will report back to OSA to see if improvement can be made.

     

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    1. Non-major Student Using WiFi in such as ERG Building

    Ref No.

    161104-WIFI-2

    Service Area

    WiFi

    Issue

    Non-major students cannot receive WiFi signal in classrooms in some buildings such as ERG building (engineering department) and Lady Shaw Building (mathematics department).

    Root cause

    The departments provide their own WiFi and have servers to authenticate a targeted group of users, i.e. only users in their departments. Non-major students / staff from other departments therefore cannot use the departments’ WiFi as they cannot be authenticated. Since they cannot be authenticated using the university central server, they cannot use the EDUROAM.

    Responsible Party

    Faculty of Engineering and Department of Mathematics

    Status

    Follow up

    Action

    The best solution is to recommend these departments to authenticate the users based on the university’s AD server, so that all non-major students can use all WiFi in the university. Dr Chang (ITSC) will seek endorsement from the university IT Governance Committee in establishing a guideline that all WiFi authentication should be based on the University AD server.

     

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    1. Poor WiFi in Sir Run Run Shaw Hall

    Ref No.

    161104-WIFI-3

    Service Area

    WiFi

    Issue

    Poor WiFi in Sir Run Run Shaw Hall

    Description

    The number of users is very large, but the number of Access Points in the hall is limited. Users will find it hard to make connection after the connections are saturated.

    Responsible Party

    Sir Run Run Shaw Hall

    Status

    Follow up

    Action

    ITSC will estimate the cost and report it to Sir Run Run Shaw Hall management.

     

     

    3. Applications and Systems

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    1. Long Submission Time to Veriguide through Network

    Ref No.

    161104-APP-1

    Service Area

    Veriguide

    Issue

    Long submission time to Veriguide through the network

    Description

    The long submission time happens with / without ResNet. And there is no similar access issue to other websites when it happens. It is likely due to Veriguide itself which is maintained by the Department of Computer Science and Engineering.

    Responsible Party

    Department of Computer Science and Engineering

    Status

    Follow up

    Action

    ITSC will relate student feedback to Department of Computer Science and Engineering for their follow up.

     

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    1. Showing Major GPA on CUSIS

    Ref No.

    161104-APP-2

    Service Area

    CUSIS

    Issue

    Major GPA is not shown in CUSIS

    Description

    This is a business decision rather than a technical problem. CUSIS can show the major GPA.

    Responsible Party

    ITSC

    Status

    Follow up

    Action

    Starting from 2017, CUSIS is able to show major GPA of a student.

    Updated on 1 Feb, 2017

     

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    1. Room Booking System Is Not User Friendly

    Ref No.

    161104-APP-3

    Service Area

    Room Booking System

    Issue

    The current room booking system is not user friendly

    Description

    The current room booking system is not user friendly

    • The system does not show all the availability of a particular room within a period (e.g. weekly view)
    • The time slots shown are cumbersome and repetitive. E.g. 1:30-2:40, 1:30-3:30. Users prefer to have a calendar-like layout.
    • If application is rejected, the system should have a field for the rejection reasons. The reason should preferably be pre-coded message.
    • Applicants should be notified automatically by email on the results of the booking.

    Responsible Party

    ITSC

    Status

    Follow up

    Action

    ITSC shall find out whether the issues are due to technical design of the vendor system or business decisions.

     

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    1. CUWebForm Cannot Restrict to Faculty

    Ref No.

    161104-APP-4

    Service Area

    WebForm Service

    Issue

    Faculty representatives of the Senate could not use CUWebForm to conduct surveys while this is quite essential for them to collect student opinions

    Description

    From its original design, CUWebForm can only filter survey targets by colleges or staff/students but not faculties.

    Responsible Party

    ITSC

    Status

    Closed on 4 Nov 2016

    Action

    ITSC will grant rights for Faculty representatives of the Senate add faculty filters in their next major upgrade for the system.

     

     

    4. eLearning

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    1. Blackboard Is Not User Friendly

    Ref No.

    161104-LEARN-1

    Service Area

    eLearning System

    Issue

    Blackboard is not user friendly

    Root cause

    The mobile version of Blackboard is not user friendly. If a student clicks a file within and returns to Blackboard to open another file, the student needs to log in again.

    Responsible Party

    ITSC

    Status

    Closed on 4 Nov 2016

    Action

    The comment has been forwarded to ITSC eLearning team.

     

     

    5. User Areas / Learning Commons

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    1. Long Login ID to ITSC PCs

    Ref No.

    161104-LAB-1

    Service Area

    ITSC managed computer laboratory

    Issue

    Long login ID to input

    Description

    Students use their @Link email address and OnePass password to login the PCs. Though convenience as no extra password is required, it’ll be more efficient when users could log in the service without typing @link.cuhk.edu.hk.

    Responsible Party

    ITSC

    Status

    In progress

    Action

    ITSC will study if the @link.cuhk.edu.hk be used as the default domain name for computers in user areas, so that students need to type in the domain name for log-in, and other people could override the default by typing in the full email name.