At the Service Desk we get a number of calls and tickets regarding various requests and issues, to help save you time we have compiled this Frequently Asked Questions page. Click on a topic to navigate to the question you need answering.
To access all the support and learning technologies that are available we recommend that you have the following equipment:
We recommend using a laptop or PC computer for all university work and assignments to ensure you have the best access to resources.
Queen Mary offers a hardship fund for exceptional or unforseen costs. You may be eligible for help from the financial assistance fund. Information can be found here.
Yes, you have free access to Microsoft Office Suite and you can follow this link to step-by-step video guide here.
Yes, you can, please follow this link for further information.
We have existing arrangements for Laptop Loans available through Queen Mary Library (service re-opening dates TBC)
We are re-configuring our campuses – including our lecture theatres and other learning spaces, our libraries, and our study and social spaces – to make sure that we can all maintain social distancing and the hygiene standards necessary to mitigate the risk of coronavirus. A number of study desks in different locations on the Mile End Campus are now available to book here
A list of a free or discounted software can be found here.
You can also access a large number of specialist software using our AppsAnywhere service, more information here.
The University will not provide financial support for students to enhance their broadband package. There is information here on how to get the best out of existing internet connectivity here.
You can contact Disability and Dyslexia Service (DDS) services and they will work with you to determine the support
Please refer to IT Equipment WFH policy [PDF 867KB] for more information.
Yes, they are and you can book them online here.
We have purchased a licence for captioning service for Qreview. Various captioning tools are also available in Microsoft365 applications – you can find more information here.
The E-Learning Unit provides educational support and direction for e-learning applications and engages with staff and students across all levels of the institution. We can help you with support, training or advice on anything regarding the use of technology in teaching and learning – simple or complex, individual or faculty-wide, technical or pedagogic. Full information on the services ELU provides, along with case studies and guides can be found here.
If you are unable to find the answer you are looking for, please chat to us. We welcome any suggestions you may have.
You can also access a large number of specialist software packages using our AppsAnywhere service, more information here.
The University will not provide financial support for staff to enhance their broadband package. There is information here on how to get the best out of existing internet connectivity.
You can contact Disability and Dyslexia Service (DDS) services and they will work with you to determine the support required.
Yes, you can do that and more working from anywhere in the world. See our pages for Digital Workplace with detailed information on the services we offer and how to access them.
Yes, we do, and you can still download it on your home computer. However, Skype for Business will be discontinued by Microsoft and MS Teams will take over by the end of 2021.
Ideally you will use Queen Mary’s technology services. This is to ensure Data Protection and Cybersecurity standards are adhered to at all times when processing personal data.
We have institutional licences for MS Teams and Zoom, with their general use supported by ITS & the ELU (alongside Blackboard Collaborate)
Yes, there are many systems available that you can use for demonstration, including OneNote, Microsoft Whiteboard and Virtual Sketchpad.
There is plenty of training available, please see this link.
Qreview and other training resources are available here.
Yes you can. If you are using one of the Queen Mary’s laptops you will have direct access to G: and J: drive, otherwise you can access them via VDI.
As a student you will get an IT account once your offer has been accepted. Your QMUL username and password should be emailed to the personal email address you provided on your application.
As a staff member you will receive your IT Account once your contract has been accepted. Your Line Manager, or the Centre Administrator, will raise a ticket with the Service Desk and the details will be issued to them.
You can use any of the computers across all campuses*, printers, Wi-Fi, email and the generic web based resources, such as the library website.
*There are some machines that are designated for staff or student use.
No, please do not request a new account. We highly recommend you contact IT Services and inform us if you have changed departments so we can update this on our system. The request can be made by yourself or by your new line manager.
At Queen Mary University of London we issue various accounts. If you only require access to QMPlus your host would have requested a QMPlus affiliate account for you. However, if you have been issued an account to use our machines, QMPlus will not be accessible to you.
We strongly advice those that have left QMUL to archive, copy or forward important emails to a personal email address as accounts after departure may close without prior warning.
Queen Mary University of LondonMile End RoadLondonE1 4NS
Barts and The London School of Medicine and DentistryGarrod BuildingTurner Street, WhitechapelLondonE1 2AD
Accounts can be requested for visitors and new members of staff by Line managers/Centre Administrators.
Below is the information you need to help determine which account will best suit your requirements.
You will need to raise a ticket and provide us with the following details:
When requesting a visitor account, please provide the following when raising a ticket:
NOTE: Visitors will not be able to access the eduroam network with these accounts. Creating a QM-Guest account will be the best option for you and your guest. Instructions can be found here.
As a Line Manager, or Centre Administrator, please raise a ticket with the following details when a member of your team leaves.
NOTE: You can raise a ticket before the staff member leaves and we can disable the account to the time and date you specify. ITS run periodic reports to identify accounts of staff who have left and take proactive action to disable these accounts. Any account that requires reactivation will require a ticket to be raised with the appropriate information provided.
Your Line Manger/Centre Administrator will need to raise a ticket and let us know how long your account will need to be kept active for.
Yes, once IT Services have been notified that you have left QMUL your account will be deactivated with no prior warning.
NOTE: QMUL will not keep accounts open indefinitely due to the Data Protection Act.
For students, all requests must come through one of the following people:
Taught Students - studentenquiry@qmul.ac.uk
Research Students - researchdegrees@qmul.ac.uk
MBBS Students - smd-student-enquiries@qmul.ac.uk
Staff members must contact Human Resources department.
Further guidance on name changes can be found here
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You will need to complete a New User Form and have it authorised by one of the following authorisers:
They must sign the form and raise a ticket with the IT Service Desk with the form attached.
The form can be found here: http://qm-web.finance.qmul.ac.uk/agresso/forms/index.html
Yes, you can raise a ticket with the IT Service Desk and they will forward this onto the Finance Systems Team.
You can call the Service Desk on 0207 882 8888 and ask for a password reset. They will email you the new password and the instructions on how to reset it. Alternatively, you can raise a ticket and the Service Desk will contact you once your password has been reset.
Yes, you can access Agresso using VDI or Direct Access. If you do not have access to VDI, your Line Manager/Centre Administrator will need to raise a ticket for your access.
Support guides can be found on the Agresso website
The link for Agresso Web is: https://agresso-web.qmul.ac.uk/BusinessWorld/
The open purchase order report is sent out to remind you to goods receipt orders that have not yet been goods receipted, or to close orders that have been paid but where there is still an amount left over. If you are satisfied that there will be no more invoices for the amount left over, please request for that purchase order to be closed. If you have fully goods receipted the order, it will still show in the report until Accounts Payable pays the invoice the order relates to.
If you have any concerns about why the invoice has not been paid then please contact the Accounts Payable team and they can advise further.
In order for a requisition to be deleted, the following steps need to be followed:
This will delete the requisition.
Finance have re-categorised some existing suppliers as ‘Staff’, preventing further use for requisitions. You will get the message ‘Invalid Supplier’. Please email Finance directly on finance-ap-manager@qmul.ac.uk for further information. Please provide Finance with the Supplier ID/name, inform Finance that you are getting message ‘Invalid Supplier’ and that the Agresso team have referred you. Finance will offer you further guidance.
Staff - If your machine is owned by QMUL, IT Services will take the necessary details and assist in removing any viruses or malware you may have.
Student - We cannot take responsibility for fixing personal devices; we can only provide advice on what actions you may take. For further information please refer to the
Bring Your Own Device refers to users using their own device (which is not owned or provided to you by QMUL) to access and store QMUL information, whether at the place of work or remotely, typically connecting to the QMUL’s Wireless Service. ITS will make reasonable actions to support users in connecting or using QMUL Systems, but may be unable to support those BYOD where basic good practice has not been followed*. This Policy is applicable to anyone using a non-QMUL-owned device for example laptops, PDA, smart phones, tablets and similar technologies, commonly known as a BYOD, to access QMUL data and/or IT services, this includes any visitors to the university.
*Further details can be found on our .
Student - No, we cannot fix personal laptops if they are broken or damaged. We can only advise you take your device to specialised repair shops.
TIP: Always check reviews and rating by other customers before handing your device over to a company.
Staff - If your device has been purchased by QMUL, we can assist in investigating and possibly repairing any damage. A ticket will be raised and sent to the local Support team for further investigation/collection.
No, we do not have the software or the capabilities to repair damaged or broken USB/memory sticks. You can take your device to a repair shop and check if it is possible to fix.
NOTE: We advise you always remove, or eject, your USB/memory stick safely – DO NOT PULL IT OUT
If you have accidentally deleted a file from the G or J drive, your documents or files can be retrieved after 24 hours.
You should be able to right-click on the folder which has been removed and select: Restore previous versions. A new window will pop up and display the files which have been removed. Once you have found the folder, select Restore…
You can find the necessary details .
Many departments have a shared drive, also referred to as the J drive, if you are new member of staff your Line Manager will need to raise a ticket stating the name of the shared drive/folder and the type of access you require.
The shared folder owner, usually the Line Manager/Centre Administrator, will need to give permission for you to be able to access the folder. Once this has been done, raise a ticket including the confirmation and stating which will be your primary and secondary shared drive.
You will need to raise a ticket and give us the name of the shared drive and a colleague’s username we can use to mirror the access to.
You will need to get your Line Manager or the Departmental Administrator to raise a ticket with IT Services letting us know which folder you require access to. We will not grant access to folders without authorisation.
At Queen Mary University of London we use a service provided by Janet to allow our users to connect to the College network. Janet is the UK provider for eduroam. “eduroam (education roaming) is the secure, world-wide roaming access service developed for the international research and education community.” (Source: https://www.eduroam.org/). We use the service to allow students, researchers and staff to obtain wireless internet connectivity across our campuses and when visiting other institutes on any of your devices*.
*with the exception of some gaming devices
You can find our how-to guides .
If you have already connected to eduroam at QMUL then it should work when you are visiting any other university.
eduroam is available almost anywhere on campus.
NOTE: You may find that there are some places with a stronger connection than others.
Students living on campus have the facility of wired connection available in their dorms. When using this service, you will need to remember to ensure Wi-Fi is switched off before using the wired connection service.
The wifi service in the main Dentistry building at Whitechapel is provided by the NHS Trust – not QMUL.
The Trust broadcast the Eduroam network but do not offer QM-Guest or QM-Events.
As a result, we cannot provide visitors/guests with wifi in that building – unless they are registered to Eduroam in their own institutions.
Yes, messages sent or received through Office 365 are limited in size to 25MB. This includes any attached files such as images or documents.
Yes, but there is a limit of 500 recipients per email and you can send up to a total of 1,500 recipients in a day. If you need to send mass mailings over these limits, please use the QMUL mailing list service.
Emails remain in the deleted items folder for 30 days.
Yes, you can retrieve your deleted items. You can find instructions on how to .
Yes, you can set up an automatic reply/out of office for a shared mailbox. Instructions can be found .
You can check and amend the block list by following the instructions here.
Clutter has been introduced to help filter the low priority emails from your inbox so you can scan your mailbox for important messages easily.
Quick facts can be found .
"Clutter is still learning so that it can provide strong predictions and will only begin taking actions once it has a learned your work style. You can expedite Clutter’s learning by moving messages into the Clutter folder to help train it. The more you move, the faster it will learn."
Source: https://blogs.office.com/2014/11/11/de-clutter-inbox-office-365/
"The easiest way to train Clutter is by simply completing your work. You can explicitly train Clutter by moving items to or from the Clutter folder. In OWA, Clutter-specific actions are available as a right-click command to mark items as Clutter or not Clutter."
"The Clutter folder does not apply a specific clean-up action. The default policy for a new folder is applied to the Clutter folder at time of creation, and can later be changed. Users in OWA are provided Clutter specific quick clean-up tools to expedite the deletion of the Clutter messages."
"Yes. Once turned on by the user, the Clutter folder is available in Outlook and is automatically added in your folder Favourites. In Outlook, users interact with Clutter by moving items to/from the Clutter folder, which trains Clutter for your inbox. You must use the OWA options menu to turn Clutter on or off."
Yes you can, for instructions on how to do this please use the link for further information: http://www.its.qmul.ac.uk/support/self-help/email_setup/howto/index.html
No, the owner of the mailbox will need to raise a ticket authorising your access to their mailbox/calendar.
NOTE: The usernames and email addresses will need to be included in the ticket so we can action this request.
You can log onto the Self Service Portal and raise tickets using the buttons on the left hand panel.
We have included on our website to help you get around LANDesk.
You can call the Service Desk on 0207 882 8888 or log onto the Self Service Portal and Add a note. Make sure the Notify Analyst box is checked.
You can call the Service Desk on 0207 882 8888 and ask for a ticket update. There are a couple of factors which need to be considered before ticket escalation. To find out more please refer to our Escalation page
A mailing list, often referred to with the shorthand "list," is a means of sending electronic mail to many different addresses at once. The sender does not need to know the addresses of everyone on the list in order to ensure that the mail gets to all of them.
A shared mailbox can be used to allow multiple users read and write access to the same mailbox. Unlike mailing lists, shared mailboxes appear on the Global Address Book.
If you are a new member of staff and are missing the “All staff” emails you will need to contact your Directory Administrator. You will need to ask them to add you onto the Staff Directory, once this has happened you will start receiving the “All Staff” emails.
You can find your Directory Administrator on the Staff Directory, there is a link at the bottom of the page to view the respective department’s Directory Administrator.
New mailing lists can only be requested by members of the college. To apply for a mailing list please visit: http://www.lists.qmul.ac.uk/sympa/create_list_request.
You must be logged in with your college email account. If you are, then you should see a link in the main navigation menu near the top right of the page titled "Apply for a List." Clicking this will take you to the new list request form.
NOTE: If you need any help, click the "Help" link at the top of the page next to "Request a New Mailing List."
The SLA to get a mailing list activated is 3 business days.
You can raise a ticket with the Service Desk and the Core Infrastructure Team can do this for you. Please remember to list the full name(s) and email address(es) of the intended list owner(s).
NOTE: For further details regarding mailing lists please visit: http://www.lists.qmul.ac.uk/sympa/help
Microsoft have confirmed:
- Phone & tablet native platform Exchange clients cannot support shared mailboxes;- Outlook for Mobile cannot support shared mailboxes;- OWA for Devices (iOS, Android) can support shared mailboxes
The recommended method is to use a OWA via a web browser.
Yes, Microsoft To-do synchronises with Outlook tasks.
You will be prompted for MFA for access to any QMUL service, except for QM Plus.
You can complete registration for MFA and SSPR by visiting https://mysignins.microsoft.com/security-info
More information and detailed instructions can be found here: https://www.its.qmul.ac.uk/support/self-help/multi-factor-authentication
You can change your preferred MFA method by revisiting https://mysignins.microsoft.com/security-info
You can use the following methods as your MFA response: · Push notification to the Authenticator app on your mobile phone · One time code sent in a text/SMS message to your mobile phone · In exceptional circumstances, you can request a hardware token to be issued to you. It will generate new One Time Passcode every 30 or 60 seconds.
Please contact the Service Desk. We will verify your identity and help you register a new phone using the Authenticator App.
You can have up to 5 Authenticator Apps (on mobile phones or tablets) associated with your account for push notification or One Time Passcode MFA methods. You can have one mobile number registered for text/SMS based MFA methods.
Apps like Outlook, Teams, OneDrive will prompt you once every 30 days. We cannot change that. You can also tick the “Don't ask again for 30 days” in a web browser, to trust it for that period of time.
In justified cases, you can be issued with a hardware One Time Passcode token, which will generate new codes every 30 or 60 seconds, which you can use for MFA. Please log a ticket to request it, including your justification. Your department may be charged for the token.
We will not provide phones specifically for use as MFA tokens. If there is a business justification for you to have a QMUL issued mobile phone, there is already a process in place to request it. You’re welcome to use that phone as your MFA token.
Please contact the Service Desk. We can help.
NO! If you get an MFA prompt you were not expecting (you’re not logging in to any of the protected services at that time) DO NOT APPROVE IT. If it happens repeatedly, please contact Service Desk providing approximate time when you received the prompt. We will investigate the logs to see if your password might have been compromised and someone is trying to log in as you.
On Windows, Macs and Mobile devices: Outlook 2016 and newer or Microsoft Outlook App.
On Linux, we recommend you use Microsoft Exchange Online - mail.qmul.ac.uk.
In general, any email client supporting Modern Authentication (OAUTH2) protocols will work with MFA. We recommend using Outlook for best compatibility with all Office 365 features.
No, legacy authentication (POP3, IMAP, Basic SMTP) is not supported. Please contact the ITS Service Desk who will be able to assist. New systems will also need to use modern authentication to send emails via the QMUL mail system.
We recommend switching your preferred method to the Microsoft Authenticator App. You can change your preferred MFA method by going back to https://mysignins.microsoft.com/security-info
Please contact the IT Service Desk who will be able to help.
The Microsoft Authenticator App generates codes every 30 seconds, without the requirement for mobile service or internet connection. In exceptional circumstances a hardware token (OTP) can be issued. Please log a ticket to request it, including your justification. Your department may be charged for the token.
If you don't complete the MFA registration, unfortunately you will not be able to access parts of the system. You will be required to register for MFAnext time you sign into any of the protected applications.
All QMUL permanent employees and QMUL contractors have access to MyHR.
Agency/Contractors and those who are not paid by QMUL payroll will not have access to MyHR.
You will need to login with your IT credentials (i.e. abc123) and your memorable information.
Contact the Service Desk either by raising a ticket, or by calling 0207 882 8888, and let us know that you are a new starter and need access to MyHR.
Once your account has been associated, it may take up to 48 hours for your MyHR account to be activated.
Yes, from 1st August MyHR will be available from anywhere with an internet connection.
Firstly, you will need to install the Microsoft Authenticator app on your mobile or tablet. The app can be downloaded for free from Google Play store or Apple App Store.
Information on how to set up and use this new MFA service from Wednesday 1 August are available to download from www.its.qmul.ac.uk. Please be aware that you will need a separate device with internet connection to complete the set up.
Once you have set up MFA following the instructions, you will be able to access MyHR via a web browser on any device by going to myhr.qmul.ac.uk.
You may get the above error message for the following reasons:
You will still need to contact the Service Desk so your account can be unlocked.
No, you will need to contact your HR Representative and ask them if they can send it to you.
You can call the Service Desk on 0207 882 8888 and request your memorable information to be reset.
You will need to talk to your HR representative and ask them to issue it to you.
OneDrive is for personal use. Use it to synchronize your work files across your devices. You can share files and folders with individuals. SharePoint is for collaborative team work. Use it to organize project files that need to be accessible for a group of people.
Any computer, tablet or smart phone with a modern browser and internet access can be used to sign in. Your QMUL username and password will also be needed.
Each user has 1024GB of storage in OneDrive.
OneDrive will hold you personal documents within QMUL.
The OneDrive synchronisation (sync) allows files to be synchronised locally and in the cloud. There is two versions of the OneDrive software. OneDrive for Business (provide by QMUL) and OneDrive Personal (your own OneDrive). If you have both installed you might see two OneDrive folders on your computer and two icons in the system tray (bottom right next to the clock).
The notice period that needs to be provided is 3 months before an exam takes place.
Yes, there may be a charge for any installations of new software or licences.
You will need to raise a ticket including the following details:
No, but we can help you use self-service. Password reset is a self-service facility. Once registered for Self Service Password Reset (SSPR) you can change your password at https://aka.ms/sspr. Further details below.
To reset your password you must be registered for Self Service Password Reset (SSPR)
If you are registered with SSPR you can choose to:
Receive a verification code via text or email to your registered alternate contact phone/email. For guidance watch short video tutorials or follow the steps below
If you are NOT registered for SSPR and you DO NOT know your current password contact the IT Service Desk
If you are NOT registered for SSPR and you DO know your current password see below to register
Watch a short video tutorial or follow the steps below
For further information on how to use the tool please visit the link below:
If you are unable to reset your password, please call IT Services on 0207 882 8888, our lines are open 24/7.
Yes, you can reset your password off campus.
For instructions on how to do this, please click on the above question.
Yes, our lines are open 24/7, you can call us on 0207 882 8888.
Passwords will never expire.
Yes, open the 'Assigned to me' view and your Planner tasks will be shown.
Yes, in the Planner App the Planner Hub view will show you all your plans and tasks that are associated with them.
Yes, the Planner App the My tasks view will show you all your tasks that are for you.
An up-to-date table of prices can be found here.
You are charged for printing and copying by clicks (one click = one side of paper). The cost of a single side is 4p but drops to 3.5p when you print double-sided. If odd pages are printed the system will round up to the nearest penny.
You may be able to print if this has been organised by your host. They will need to contact IT Services prior to your visit to ensure this has been enabled on your temporary account.
Yes, if you have sent print jobs to a Hewlett Packard printer you can access them within 24 hours on any other Hewlett Packard printer at any of the campuses.
You may request a refund for a spoiled or faulty print job. If you do, you can visit the library and give them the details of what happened. This includes which printer issued the faulty, or failed, prints and the exact details of the print failure.
Alternatively, you can visit the Helpdesk on the Mile End campus, W209 in the Queens’ Building. You will be asked to show your ID card, the spoiled print jobs, and how much you want refunding. We will also need to take a look at your account to see your printing history and credit your account with the amount due.
Yes, if the business case for a Mac is approved, ITS will fund this, if it is a new member of staff and their only device or to replace a damaged device. If their request is also non-standard i.e. not the model offered in the service catalogue and exceeds the cost of the standard Mac, the difference will need to be paid by the department..
Yes, if the device is damaged or has reached a certain age, this will be replaced with the current standard device or a like for like basis and require a Checklist form approved by IT Services.
Yes, if you are moving to a new role within QM, this includes secondment posts too.
The member of staff will keep their device. Staff covering this role will be allocated a pre-owned device.
Yes, you must return your laptop to your line manager, who will notify IT Services to collect the the device to redeploy after re-imaging and removing licences.
We don’t provide PEP a with non-standard request. We provide a PEP Bundle with a self-managed device with an approved business case.
Yes, We ideally need to be aware of both requests, so no purchase is made until both are approved
If a research grant has been allocated to purchase a device and that device can be used for both BAU and the Research project without going against any of the policies, then the centrally deployed device can be returned to IT Services and the research grant purchased device can be used as the sole device for work and research. If however there is a real need to have two separate devices to carry out two separate duties, then under this exceptional circumstances two devices maybe permitted
A laptop and Ipad/Tablet will be considered as two devices.
If a standard device offering is not suitable a business case must be submitted for review and approval to IT Services
Currently No business case is required.
ITS Business support manages all hardware purchase... and Campus Support will image and deploy
IT Research consultants can assist
ITS will fund PEP for all staff across QM and for PGR students within Faculty of S&E and H&SS
Both are laptop devices, ‘desktop’ is a computing terminology to mean the ‘desktop/screen/window’ we see when we boot up the laptop… this is virtual. This is not a physical desktop device.
No, QMUL policy state clearly, QM will fund one device per user – PEP. Our standard PEP are laptop devices. Any desktop requests will be treated as non-standard and a business case will be required. So in this scenario you will need to justify (business case) why you require the powerful desktop. And if the second laptop is required and approved this will need to be funded by the school/institute
SEF will be converted from ‘SEF device image’ to our QMs ITS image. And now that the project is funding and have recruited a dedicated packaging resource for SEF, this means that you can lodge request of software updates and add on to central ITS managed service and expect that requests be fulfilled within three days.
Yes, ITS do have 4 specification options for laptops. However any non-standard requests, FRMs and ITS Research Consultants will assist/advice. FYI… a checklist approval/ Business case may be required and this will go through an approval process.
All QM staff are required to complete the mandatory training for Cyber Security and Data Protection (GDPR). All basic, personal data are regarded confidential and access will require consent from the user/owner and approval from HR in some cases. Under these requirements a managed device would be highly recommended as this gives you the added security of wiping the data remotely in the event of a theft or loss of the device. The data also belongs to QM… hence it would be QMs remit and best interest to protect the data. This is one of the main objectives of the managed service rollout. However, either way we must comply to the terms and conditions of the research agreement… again ITS Research Consultant will assist/advice in this best tools and equipment to meet your research needs.
"OneDrive is for personal use. Use it to synchronize your work files across your devices. You can share files and folders with individuals. SharePoint is for collaborative team work. Use it to organize project files that need to be accessible for a group of people."
Yes, as long as you edit your documents in the desktop version of Word or Excel. The browser based versions of Office applications, don't support password protection. The installed application (Word App, Excel App, PowerPoint App) will need to be used as the online application (Word online, Excel online, PowerPoint online) does not work with password encryption.
There is no deadline for moving onto SharePoint from the J: drive at the moment. This is being reviewed.
This is a placeholder for links to other related teams. This can be removed if not required.
In this area you will be able to see documents that have been created by or modified by current users in the site.
Events in the team calendar are editable via Outlook. Your Team Calendars are listed underneath your calendars in the left menu.
Yes, just put their email address into the "Add members" field.
"Quite secure, as long as members of your SharePoint site keep their QMUL login credentials secure. Microsoft continuously invests in and develops the security features of the SharePoint platform itself. The latest information can be found here: https://docs.microsoft.com/en-us/sharepoint/safeguarding-your-data "
A document can be shared with any person with an email account. Please note that anonymous access to documents is not permitted.
"The QMUL Data Protection Policy is available here: http://www.arcs.qmul.ac.uk/media/arcs/policyzone/Data-Protection-Policy-v03.0.pdf The IT Services - Information Governance and Guidance is available here: https://www.its.qmul.ac.uk/governance/policies/"
Each Site has a default 25600GB of storage in SharePoint.
Anyone has the ability to create a Team or Project site. Please attend the Site Owner training to ensure that you follow the correct steps.
When you share a document the recipient will receive an email with a link to the document. Clicking on the link will open the document in Word Online (in a browser). They do not need specific training to read / edit a document. The document will be automatically save their changes.
Two Factor Authentication is an enhanced security process by which the username/password to sign in is augmented with another confirmation to authenticate the user. This could be via a security App on a smart phone or a pin code via email or text. This is a technology which can be added to SharePoint but has not been applied at this point.
Outlook can open a shared calendar and show it either beside or overlay on your own calendar. Select 'Add calendar' on the left. Choose 'Add from Directory' and search for the calendar you have access to.
Yes, an Active Directory group can be added to a SharePoint group.
The Site Owner can request a change to an Active Directory group. The Service Desk will need to confirm there are no other uses for that Active Directory group. They may say no to the change.
SharePoint groups are the responsibility of the Site Owner. Service Desk is responsible for the membership of Active Directory and can make the change, however this will need authorisation from the organisation (the Active Directory Owner.)
The Site Owner is responsible for confirming the permissions are correct with the Document Owner and author (if different to the Document Owner)
The Document Author will be the 'Modified by' field in the document details (sometimes called properties or metadata)
All free software for students can be found on our Software Support pages.
All free and discounted software for staff can be found on our Software Support pages.
If the software you are searching for has not been listed on our website under Support or Services, you can request it by raising a ticket. If the software you are requesting needs to be purchased, please include your budget code.
You are not allowed to install or use illegal or unlicensed software. Before installing any personal software please consult IT Services by raising a ticket.
Yes, you should contact IT Service Desk for any software installation.
If the software you want is not listed on the website that means it requires a license. Please contact the Service Desk to get a quote or to order.
No. We do however have some free Microsoft training packages on QMPlus. This is only accessible for QMUL staff and students.
IMMEDIATELY
To ensure any data, personal or Queen Mary, is protected please take the following actions:
WITHIN 24 HOURS
With your password reset please ensure the incident is reported to the relevant areas:
IT Services will, with your information, inform the Queen Mary Records & Compliance team of the incident to alert of the potential data loss.
To obtain a replacement for a device issued by IT Services, please use Self-Service and select the appropriate replacement.Please note IT Services does not cover loss or theft .Please refer to the ITS-Computing-Device-Policy-v1.7.pdf (qmul.ac.uk)
Meeting in channels is great to keep everything together for teams of people. To schedule a meeting in a channel, make sure that everyone you want to invite to the meeting is in the team. Unfortunately, using distribution and group lists is not supported… yet!
The simplest and easiest way (for other parties) to chat / speak / see / collaborate with you is through a Teams meeting. Teams meetings can be scheduled through Outlook as though you were scheduling a “normal” meeting (click the Teams button when you create the meeting invite – this button appears in the desktop version of Outlook once you have the Teams application installed on your computer). They can also be scheduled through Outlook on the Web or Outlook Mobile, and through the calendar in the Teams app itself.
When you schedule a Teams meeting with an individual or a group of people, the recipients of the calendar invite will see a clickable Teams Meeting link in the invitation. When they click the Teams Meeting link they can either join through the Teams application (if they have installed it) or through a modern web browser.
The individuals you invite don’t need to be Teams users – anyone can join a Teams meeting – this makes it the easiest and most reliable method of collaborating with externals as with other methods (noted below) the outcome partly depends on the setup outside of QM i.e. the other user’s organisation, which QM cannot control.
Other Options
The limitation of Teams Meetings is that your collaboration opportunities are confined to meetings, as opposed to being ad hoc and asynchronous. You don’t see presence information for those individuals outside of the meeting, and they don’t have access to the resources of any Teams which you have set up. Sometimes this is desirable and appropriate, but not always, in which case there are further options to collaborate externally and to “bring people in” to a fuller Teams experience. The main issue with the other options is that each can be frustrated by restrictions/limitations which may have been placed on access by the IT provider of the 3rd party. Our suggestion is to “just try them” and see what happens, but there can be no guarantees that the external user is able to communicate / collaborate outside of a Teams Meeting. This means it’s unrealistic to expect Teams to replace email altogether, though hopefully you will drastically cut down your use of email.
In addition to meetings, Microsoft Teams gives you two different ways to communicate and collaborate with people outside your organization.
The first – external access – lets you find, call, and chat with users in other organisations (for example UCL – people with email address format of ucl.ac.uk). The second – guest access – lets you add individuals to your teams, as guests, using their email address. You can collaborate with guests as you would with any other users in your organization (within a Team/channel, once they are added to your Team).
You can use both external access and guest access if you want - one does not preclude the other.
At a high level, here’s how to choose (for a detailed comparison, see the table at the end of this article)
External Access
Use external access when you need a solution that lets external users in other domains find, call, chat, and set up meetings with you. External users have no access to your organization's teams or team resources. Choose external access when you want to communicate with external users who are still on Skype for Business or Skype.
There are some limitations to external access and the outcome partly depends on whether the other organisation is using Teams and any limitations their IT Dept have placed on external access from their end. QM has no restrictions and allows external access with any organisation. If you’re unable to reach the other party using external access, you try Guest access or you can just invite them to a Teams meeting.
In order to start an interaction with external access, click the “New chat” icon to the left of the search bar at the top of teams. Paste in the email address of the user and hit enter. You may (depending on how they’re set up) be able to send them a message and see their presence. Assuming this works you should also be able to call them.
Currently QMUL is in transition from using Skype as default communication tool in Office 365, to using Teams. Until this transition is completed (planned for Summer 2020), messages from external users to QMUL users sent by the method described above, will arrive in Skype. If you want external users to have access to teams and channels, guest access might be a better way to go.
No, you don't need the app to join a call or even participate in Teams, just a modern web browser (not Internet Expolrer). However, downloading the ap gives you all the most useful features - background effects, multiple people tiled on the screen etc.
Yes, just set up the meeting in the channel, and then you don't need to join
In the case of a meeting invite - you can see this in your calendar assuming the recipient responded to the meeting invite - a Teams meeting is really just a calendar meeting. In the case of inviting a guest as a member of your team, you don't currently receive confirmation that they accepted your invitation though you could ask them to post a message to the team confirming they have access. Anyone can be invited, but in order to join, you need the meeting link
Yes! Class Teams are a great way to work with students
When you schedule a teams meeting in a channel, it will initiate the meeting at the time scheduled and prompt people to join, but not actively call them
Yes, they do and vice versa
In a call, tap the three dots on the Teams calling bar, then chose switch on captions or show background effects. You need the desktop version for this
The lobby is a waiting room. You can use it with external participants to have them wait while you meet internal collagues and then let them in when you are ready, for example. It can't be used currently with internal people, but this is coming. Any presenter can admit people in the lobby
Pretty much - 250 in each Teams Meeting, 5000 people in a Team, you can be a mamber of 1000 Teams - but less is best!
Yes
If you leave a chat, you cease to be able to access it and all content
Yes, they can unmute. Just like in physical meetings, you can't control what people say and when they say it
Yes, just one
Yes, as long as the organiser has not ended the meeting using the end meeting now button
First make them a member, then change their ststus in the settings tab - or add them as an owner in the first place
Yes, just tap leave in the three dots menu next to the Team name. If you are the last owner, you will need to delete the Team or add someone else as an owner before leaving
You can request control over a screen share to work on that document or app. The person whose computer it is needs to allow the control and can stop it at any time
Yes, when a team is set up, a sharepoint site is created to store the documents, but this is separate from other sharepoint sites you may have
Files are shared with others in the Team, and by clicking 'get link', they can be shared internally, but only if the recipient has access, just as in Sharepoint. These are deleted with the chat after six months
When you share a link, you are only sharing the link. When editing or viewing, the connection and the content is secure and encrypted. Sharing externally from Teams is possible but you need to open the team file store in SharePoint and share from there. There is the option to block download and only allow viewing. File storage is very secure as it is based in SharePoint, stored in the UK in Microsoft's secure datacentres, backed up in Europe. Microsoft storage is SAS70 certified, which is the highest security standard. It is enrypted end to end when you access it
Yes, Teams file storage is just another way of looking at a SharePoint site, so they actually live in SharePoint and are just viewed through Teams
Sharepoint can have many document libraries. Teams has one folder per Team channel in a single parent document library which lives in the Sharepoint site owned by the Team. To summarise, Files is a folder in a document library
Meeting notes ar visible to everyone in the meeting, but are saved to the OneDrive of the person who clicks on the create meeting notes link. So technically, that person owns them
Not in the same way, only office documents can be shared in a granular way
There is no limit to what you can add to Teams. SharePoint sites have large storage capacity, that is not easily filled. The actual capacity depends on how the whole of Office 365 is set up - the total space available is shared across all sites
Each Team has one default file storage location, in the files tab. It's a SharePoint site and can be synced to your desktop if you wish
OneDrive is broadly for your files, SharePoint is for group owned files. Both could be places for meeting files, but if they need to be shared with a group, SharePoint or teams files may be the best option
No, chat is kept for six months after the last activity and then permanently deleted
Yes - Teams will apply the same out of office message
This should not happen if you add the users in Outlook desktop or Outlook on the Web
If you are in a Team with lots of channels and you want to post the same message to all of them, you can use the post to multiple channels to make it easier, this can even be into channels across multiple teams
Set your presence to 'do not disturb'
Raise hand is now available in Teams
Either find them in chat, or from inside the meeting, hover over their name and you can message them privately
If you are mentioned directly, you will be notified
In a Team, they will see all historic information. In a chat you can decide what new members see
Yes, the search is magnificent! Search files, chat, messages… anything
You can delete your own posts in chat and in Teams conversations
Yes, create a private channel
You can call them to meet from a private chat
If scheduled via outlook and therefore saved into a chat, the recording is available for 6 months after all activity in the chat has ceased. Subtitles are not recorded in a meeting. However, the recording is transcribed when the video is saved - you can access this transcript through Mircorosft Stream. Click the three dots next to the video and open with Stream. If it is in a supported language, you'll see the transcript. It does not yet attribute what was said to each speaker, but this is coming in a few months
Access to recordings is for the people who are invited to the meeting. These recordings are saved into Microsoft Stream and linked to the meeting chat. They are kept by default for 6 months after the chat is no longer in use. If you meet in a channel, the recording stays until the Team is deleted. To stop anyone from recording your meeting (when you want to protect the content of group) make them attendees. If multiple people record the meeting, only one recording can be made of each meeting. All presenters can start and stop the recording
Teams without owners can be problematic, this is why we suggest adding more than one owner. With evidence of management approval, the service desk can add new owners to existing Teams. Members access is terminated with closure of their IT account
All content is GDPR and FOI compliant, and Office 365 has a compliance centre to handle this. Microsoft is a leading supplier of cloud services for government, military, healthcare, and many of the largest companies in the world, as well as a majority of educational institutions. You can look at the Trust center for an up to date list of certifications / accreditations and audit reports of the Microsoft 365 platform
There are two main differences: - in Teams Meetings, any participant can unmute their mic, or share their video feed or screen content. Teams Live Events is a broadcasting platform where only nominated presenters can speak or share video and content to the audience. - Teams Meetings can currently accommodate 250 people, while Live Events can have up to 10,000 audience members.
You can watch a Live Event on an iOS or Android device as an audience member, but you cannot produce a Live Event on these platforms. You’ll need to download Microsoft Stream app on your device to watch.
You can watch a Live Event in a web browser as an audience member, but you cannot produce a Live Event from a browser. You need to install the MS Teams Client on your computer to produce an event.
Yes, when you create your event, you can specify if it’s viewable to: -Specific people -Everyone with a QMUL account (all students and staff) -The general public – anyone on the internet who receives the link to join
Yes, please watch this training video, which covers all aspects of Live Events
At the time of writing, the audience limit for Live Event is 10,000
You can enable moderated Q&A functionality for your Live Event, which gives the audience an ability to ask questions, post comments, and “like” published posts. Audience members cannot participate with voice, video or content sharing.
After logging onto QM+, you will find a button which reads Timetable under your name in the Welcome box. Make sure you are selecting the correct semester/date when searching for your weekly timetable.
You will need to make sure your modules have been accepted on MySIS by your Advisor. If your modules have been accepted and you are still unable to access/view your modules on QM+ you will need to contact your Course Administrator.
If however, your modules have not been accepted then you will need to contact the Student Enquiry Centre and they will be able to administer your modules for you. Once this has been done and you are able to view this on MySIS, the modules will soon appear on QM+.
No, you should be able to view it on all web browsers.
If you require to use your office monitor at home whilst you are not working in the office.
Please follow these steps -
Please ensure you are able to disconnect and safely transport your equipment to your home address before making the request.
VDI Access is a remote login to a virtual desktop which gives staff, who have been migrated to the new central Infrastructure, access to their network files and some internal applications such as MyHR and Agresso. This is ideal for off-campus access.
Direct Access is an in-built facility to allow staff members using the Managed laptops access to applications whilst on and off campus. Whilst off campus you can also access MyHR and can access your G: and J: drive as you would within the university.
Yes, as long as you get authorisation from your Line Manager or Centre Administrator.
You will need to raise a ticket providing the following details:
VDI can be used on any Windows desktop/laptop and Apple Mac/laptop
No, installation of the client is not compulsory but is advised. You can access VDI using the following link: https://qmd.qmul.ac.uk and choosing VMWare Horizon View HTML Access
If you are unable to find the answer you are looking for, please give us a call on 0207 882 8888, our lines are open 24/7 or raise a ticket. We welcome any suggestions you may have.