DLSU-Manila: IT HelpDesk

1. User

• User pertains to an employee of DLSU-Manila, who may be granted a user account as approved by Administration as represented by department/unit heads or, for CAP, HRDO head.
• User may also pertain to a student of DLSU-Manila.
• The User reads the DLSU Acceptable Use Policy and abides by it.
• The User is responsible for keeping a copy of his/her files and e-mails.

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2. User Account

• The user account is used to access dial-up services (excluding CAP), e-mail, and, as needed, network shared/web folder.
• The user account shall be created within one (1) day upon request.
• The user account shall be ready within 12 minutes upon creation.
• The University remains to be the owner of the user account, files, e-mails, and portal.
• User accounts have no set expiry date. The accounts will be expired based on the conditions stipulated in the appropriate section below.

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3. Password Policies

• The user must change the password within eight (8) hours after the account has been activated.
• The user must keep the password confidential.

• The user must observe the password complexity policy.

  Be at least eight (8) characters long but preferably more than 14 characters.

  Not contain part of the user's name and/or full name and the account name.

  Satisfy at least three (3) of the following conditions based on the given table:

  • Contains a capital letter
  • Contains a lowercase letter
  • Contains a numeric character
  • Contains a special character

  Description Examples:

  Letters (uppercase and lowercase): A, B, C, … a, b, c, …

  Numerals: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9

  Symbols: ` ~ ! @ # $ % ^ & * ( ) _ + - = { } | [ ] \ : " ; ' < > ? , . /

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4. Creation of Student User Account

• The user account is created via web-based self-service account activation procedure available in the My.LaSalle (MLS) portal.
• The user name is the same as the student ID number.

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5. Creation of Employee User Account

• The User requests for a user account from the department/unit head. The department/unit head tells the secretary to send the User's request through e-mail to [email protected].
• Help Desk e-mails back the department/unit head about the request.
• For CAP, the Help Desk coordinates with HRDO.
• ITS Help Desk verifies the hiring status of the User from the My.LaSalle Portal (MLS) or EVP Office. A valid employee identification number is required. Help Desk e-mails back the secretary about the request.
• ITS Help Desk receives the request, and assigns a standard user name and initial password. For a newly created account, the assigned maintainer of the office account is restricted to change his/her password after the first logon (for security reason).

• ITS Help Desk informs the department/unit head via e-mail or phone about the request completion.

  Experienced users (users knowledgeable in the use of Outlook Client and Outlook Web Access) may go to ITS Help Desk to claim their account activation sheet. They shall receive it and sign in the logbook.

  Inexperienced users may sign up for scheduled trainings. ITS Help Desk conducts an e-mail tutorial session, if needed. (This is included in the regular training organized by Help Desk and scheduled for the school year). Account activation sheet will be given on the day of training.

• Special accounts

  Created for positions expected to have high volume of e-mails - e.g., registrar.

  A distribution list type of group account could be created instead of a security type of group account. This is to avoid additional accounts that can be used to access (log in) the server. The distribution list type of group account is used as an alias. One or more accounts are assigned as members of the distribution list.

• User naming convention

  Convention: last name plus the first letter of the first name.

  For duplicates and triplicates, "_b" and "_c" are added respectively. This is done for similar cases until "_z". If more are needed, "_bb" up to "_zz" will be used.

  Standard English alphabet letters will be used. If a user name has letters from the extended character set (e.g., ñ, é, ü), the nearest equivalent letters will be used (e.g., n for ñ, e for é, u for ü).

  If a full name has Jr., Sr, III, IV, or the like, these will not be used as these are considered part of the first name.

  Those who have new legal names could have their user names and/or name in the e-mail global directory changed. This is upon clearance from the EVP (e.g., after submission of marriage certificate and/or relevant documents). For a new user name, the old user name will not be available immediately after the change. The person concerned is responsible to inform all his/her contacts.

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6. Modification of User Account

• A user account may be changed or modified for the following reasons:

  • Change of name
  • Assigned user name needs to be corrected.
  • Transfer from one office to another. This needs the approval of new department/unit head.

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7. For CAP, Change of User's Department/Unit

• This section only pertains to a CAP that already has a user account that was requested from his/her previous department/unit.
• The new department/unit head requests for retaining the user account through e-mail to [email protected].
• ITS Help Desk verifies the hiring status of the User from the Human Resource Development Office (HRDO). A valid employee identification number is required. Help Desk e-mails back the department/unit head about the request within one (1) day.

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8. Disabling/Deletion of Accounts

A user account may be disabled for the following reasons:

• Request by Administration thru email to [email protected]
• 90 calendar days of inactivity
• Improper use of its facilities by the user based on the Acceptable Use Policy

• Disabling of User Account

  • A newly created user account that has not been accessed after fourteen (14) days since activation is disabled.
  • A faculty member not teaching during the term has his/her user account disabled for the term.
  • A faculty member on sabbatical or professional leave has account disabled but may request e-mail forwarding service for only one year.

• Termination of User Account

  • An office account is terminated as requested by Administration thru email to [email protected].
  • The department/unit head is responsible for proper turn over of files and e-mails, as needed.
  • The User is responsible for making a copy of his/her files and e-mails.
  • Every end of term, ITS scans for all user accounts disabled in this manner, and archive the user account's data on tape.
  • Every end of the school year, the tape archives are erased permanently. Disabled user accounts are deleted.
  • The Help Desk gets an updated list of faculty members who are on study leave, sabbatical leave, or resigned from the EVP Office.
  • User account extension may be requested by the user through a formal letter addressed to the ITS Director.
  • User is responsible for informing all his/her contacts about the discontinuance of e-mail (et al) with DLSU. ITS will not provide e-mail forwarding service
  • Below are account disabling/expiration and deletion details.

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9. Disk Space Quotas

• The User is allocated a limited amount of disk space (i.e., disk quota) for messages, web pages (excluding CAP), and collaboration data.

  Administration - 400 MB

  Faculty - 200 MB

  CAP - 100 MB

  Student - 20 MB

• The message size limit is 4,096 KB.
• The recipient limit is 5,000.
• The User is informed of the current disk utilization status once used space reaches or exceeds three-fourths (3/4) of the quota.
• If the User is over the quota for files and folders, the user is no longer able to store any new data in his/her directory. The User must delete unnecessary files.
• If the User is over the quota for messages and collaboration data, the User is no longer able to accept any new messages. The user must delete unnecessary messages.
• User may request for a temporary increase in disk quota the Help Desk. The request letter should include the date when the quota will be returned to its original assignment.

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10. E-mail Service

• The User is given access to e-mail and collaboration services using MS Outlook Client and Outlook Web Access (OWA).
• The maximum cumulative size of attachment(s) per e-mail message is 4 MB. It is a good practice that the user should make use of archiving tools like PowerArchiver to compress the documents to be attached in his/her e-mail message.
• The user should ensure that the files to be sent are free from malware (e.g., virus, worms, et al).
• The User is responsible for the proper use of the e-mail account(s) assigned to him/her.
• The ITS is responsible for the security and integrity of all messages and collaboration data stored in this manner.
• The University remains to be the owner of the e-mails. However, due privacy will be granted to the User.

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11. Portal Service

• The User is given access to the portal service using a web browser.
• The User is given access to the e-mail using the portal service.
• The ITS is responsible for the security and integrity of all files and folders, as well as messages and collaboration data, stored in this manner.
• The University remains to be the owner of the portal.

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