! ! ! ! ! ! ! ! UT Service Center Manual! for ! University of Maine’s! FirstClass System! ! ! ! By! Glenn Eiche;! George! Moody! ! ! ! ! ! ! ! This manual is a guide for handling service center calls regarding the University of Maine’s FirstClass email and! collaboration system.! ! ! ! Page "1 FirstClass User Accounts! 4! FirstClass User Names! 4! Internet Email Addresses! 4! Internal Email and Fuzzy Match! 4! Default Email Deletion! 4! Login Issues! 5! Password Reset! 5! Connection Issues! 5! Mail Rules! 6! FirstClass Conference Permissions! 6! Mail Forwarding and Automatic Reply! 6! FirstClass Signatures! 7! Disk Space Issues! 7! Name Changes! 7! Automatic Account Deletion! 8! Alumni Account Expiration! 8! Connecting to FirstClass! 8! UMaine FirstClass Support Web Page! 8! FirstClass Client! 8! Mobile Apps! 8! Third Party Email Applications! 9! Web Client! 9! Data recovery! 9! Automated Class Conference! 9! Manually Created Course Conference! 10! Course Conference Permission Issues! 11! Deleting Automatically Created Course Conferences! 12! Primary Classification Groups! 12! Original and Alias Conferences! 12! Restoring a Class Conference! 13! Alumni Account Expiration! 15! FirstClass Admin! 15! Page "2 FirstClass Sub-Admins! 15! ! Server Support! 15 Page "3 ! ! FirstClass User Accounts! ! !FirstClass User Names! • FirstClass usernames do not follow the UMS username format.! • Firstclass usernames use the following format:! • Last name, First initial, Middle initial and last digit of the id number (e.g. for Em A. Professor, professorea6)! • Some legacy usernames are different from the above and may use a variety of formats including last name only or first name initial ! and last name (e.g. professor or eprofessor)! !Internet Email Addresses! • Internet email address are different from the FC username and roughly follow the UMS address format.! • These are entered as email aliases on the user information page.! • Aliases are entered using two formats (e.g. em.professor and em_professor).! • In cases where a middle initial is required the email alias will include it (e.g. em.a.professor)! ! • The complete email address is in the @umit.maine.edu domain.! ! !Internal Email and Fuzzy Match! • For email within the UM FirstClass system real names are used (e.g. Em Professor). The full email address is not required.! • FirstClass will attempt to match names when a user enters names on the “To” line of a ! message. Keying “e prof” will autofill to Em Professor or show a list of multiple matches.! !Default Email Deletion! • By default, email will automatically be deleted after 120 days.! • Users can override the default by:! • Changing the expiry on individual messages using “Get Info”! • Create mailbox folders and move messages into them. Messages in mailbox folders do not ! expire.! ! Page "4 !Login Issues! • Check to make sure the user is using the correct username.! • Check to make sure the user is using the correct server.! • This is checked in the login window.! • Click the “Advanced” triangle to show the “Setup” button.! • Click “Setup” and confirm that the server address is “fc.umit.maine.edu! !• Reset the password if needed! ! !Password Reset! • Verify:! • Identity (i.e. MaineStreet ID #). It is listed in the “Custom ID” area of the user information window.! • The username they are using! • Change the password to something less than eight (8) characters to force a password ! reset on next logon.! ! ! !Connection Issues! • Network issues can cause problems with FirstClass connectivity. • The FirstClass server communicate with the client. Network issues can interfere with this talk resulting in disconnection. • In the greatest majority of cases, the issue is not with FC but with the user’s network connection. • Users should contact their ISP or the university’s network services. • In some cases older electronics or wiring on UM’s network have caused disconnection problems. • Users can try using the Web Client in this case which is not as prone to ! disconnection issues. ! ! Page "5 !Mail Rules! • Mail rules act like mail rules in most email applications. • To assist users with mail rules you will need to walk users through rules, remote into the user’s device, or have FC sub-admin status. • Users will request assistance with rules. To see a user’s mailbox rules from the user information window click the “Desktop” button. It is preferred that you ask “Can I look at your desktop” before doing this. Then: • Right-click the mailbox icon and select “Rules.” • Select the mailbox icon and choose “Rules” from the “Collaborate” menu. • There are four types of rules. • Send rules are used for a single-step rule for outgoing messages. • Receive are used for a single-step rule for incoming messages. • Advanced rules are used for multi-step rules • Application rules are used for FC add-on applications and rarely used at UMaine. • Users will often create rules to silently delete spam email. • These rules can be based on spam level, or • They might be based on a particular email address. • Users should right-click on their mailbox icon and choose “Rules” to bring up the rules window. • This window will list all created rules and buttons to create, delete rules. ! • To view a rule double-click it and the rule window opens showing it’s setup. !FirstClass Conference Permissions! • Permissions for conferences should be listed in hierarchal order. • FC reads down the permission list and sets an individual’s permission the first time that the user’s name is encountered. • For example, if the first item in a permission list is “All Users = Disallowed” and the next item is “Em Professor = Controller” Em will be disallowed since she is a member of the “All Users” group. • The “All Users” group should normally be the last item in a permissions list. Mail Forwarding and Automatic !Reply! • Open the FirstClass preferences • Mac: FirstClass menu => Preferences => Messaging tab => Mail Rules • Windows: Edit menu => Preferences => Messaging tab => Mail Rules tab • Users can set rules for forwarding and automatic replies. • Automatic Reply and forwarding can be applied to FC email, Internet email or both. Page "6 • Automatic forwarding can be by two methods. • Forwarding, the message will show the forwarder as the sender. ! • Redirect, the message will maintain the original sender’s name on the “From” line. !FirstClass Signatures! • Open the FirstClass preferences • Mac: FirstClass menu => Preferences => Messaging tab => Initial Content tab) • Windows: Edit menu => Preferences => Messaging tab => Initial Content tab • Users can set their signature in the text ! editor of the window. ! !Disk Space Issues! • When users reach their FC disk space quota they will be able to receive email but lose the ability to send or forward. They will need to delete files or request additional storage space. Disk space is determined by group role • Newadmit = 50 MB • Student Group = 100 MB • Graduate Student = 150 MB • Classified Staff Group, Professional Staff Group, and Faculty Group = 250 MB. • FirstClass was never meant to be a permanent file repository. Users should archive items and delete them from FirstClass (See “Archiving FirstClass Material). • User’s should be told to delete items to reclaim space. • Because of the way FC cleans up deleted files, single items are deleted before folders with files. • Users should sort mailbox items by file size and focus on multi-media and other large files first. • FC SubAdmins can run account audits which will help users locate where they are ! using space. !Name Changes! • Names needs to be changed in the UMS System first(Verify in UNET UserID Manager) • To change a user’s name (Sub-Admins only): • Change the name on the user properties page. • Change the username to reflect new name (optional at users request) • Update the email aliases to reflect new name. • Remind the requestor to notify people of their new name and email address. • In some cases the requestor needs to have the old name active for a period of time. Page "7 • For internet email retain the old Internet email with the new aliases ! • To retain the internal FirstClass name please refer to the FC Administrator. !Automatic Account Deletion! • UM FirstClass Accounts are set to delete after 90 days of inactivity for students and graduate students. • Faculty, Professional and Classified Staff accounts do not expire automatically. • If deleted, the items in the account cannot be recovered. • The user might be able to create a new account at umaine.edu/firstclass if they still qualify! for an account. ! !Alumni Account Expiration! • Alumni are granted a FirstClass alumni account for three years after their last UM degree.! • During the third year alumni are informed of the pending deletion in September, January and May.! • Accounts are deleted in July.! • Individuals continuing their studies at UM or working for UM will not be affected. Refer these individuals to the FC admin.! • The FC alumni policy was changed in 2010. Refer all questions regarding the policy to the FC ! admin.! ! ! Connecting to FirstClass!! !UMaine FirstClass Support Web Page! • UMaine maintains FirstClass support pages ! • http://www.umaine.edu/it/software/firstclass/ • FirstClass Account Activation page • http://www.umaine.edu/firstclass ! • New users will need their MaineStreet ID# to activate their FirstClass account. !FirstClass Client! • The latest FirstClass clients for Windows and Mac operating systems are available from: ! • http://www.firstclass.com/Resources/ClientDownloads !Mobile Apps! Page "8 • FirstClass has mobile apps for both Android and Apple iOS. • Android FirstClass Mobile can be downloaded from the Google Play Store. • Android server: https://fcc.umaine.edu • Apple iOS FirstClass Mobile app is available from the Apple App Store. ! • Apple iOS server: fc.umit.maine.edu !Third Party Email Applications! • Pop server address: pop.umit.maine.edu • SMTP address: Standard UMS Gmail STMP setting • IMAP: While FirstClass has IMAP capability our experience with it has been poor. ! IMAP connections are not recommended. !Web Client! • Web access to the UMaine FirstClass server is available at http://www.umit.maine.edu.