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					                                             ResNET Support & Services
                     By Residence Hall
Alderman.................................... ResNET North
Alexander ................................... ResNET Middle                                     By Area
Avery .......................................... ResNET Middle               ResNET North
Aycock ........................................ ResNET North                     Alderman, Aycock, Cobb, Everett, Graham,
Baity Hill @ Mason Farm............ ResNET Southeast                             Grimes, Kenan, Lewis, Mangum, Manly, McIver,
Carmichael ................................. ResNET Middle                       Old East, Old West, Ruffin, Spencer, Stacy
Cobb ........................................... ResNET North
Connor........................................ ResNET Middle                 ResNET Middle
Craige ......................................... ResNET Southwest                Alexander, Avery, Carmichael, Connor, Joyner,
Craige North* ............................. ResNET Southwest                     Parker, Teague, Winston
Ehringhaus.................................. ResNET Southeast
Ehringhaus South (Koury)* ........ ResNET Southeast                          ResNET Southeast
Everett ........................................ ResNET North                    Ehringhaus, Hinton James, Horton (Hinton
Graham ...................................... ResNET North                       James North)*, Koury (Ehringhaus South)*, Ram
Granville*** ............................... ITS-HELP                            Village 4 (Taylor), Ram Village 5, Baity Hill @
Grimes ........................................ ResNET North                     Mason Farm
Hardin (Morrison S.)*................. ResNET Southwest
Hinton James.............................. ResNET Southeast                  ResNET Southwest
Hinton James North (Horton)* ..ResNET Southeast                                  Craige, Craige North*, Hardin (Morrison
Horton (HJ N.)* .......................... ResNET Southeast                      South)*, Morrison, Ram Village 1, Ram Village 2,
Joyner ......................................... ResNET Middle                   Ram Village 3, Odum Village **
Kenan ......................................... ResNET North
Koury (Ehaus S.)* ....................... ResNET Southeast
Lewis .......................................... ResNET North
Mangum ..................................... ResNET North
Manly ......................................... ResNET North
McIver ........................................ ResNET North
Morrison..................................... ResNET Southwest
Morrison South (Hardin)* .......... ResNET Southwest
Parker ......................................... ResNET Middle
Odum Village** .......................... ResNET Southwest
Old East ...................................... ResNET North
Old West..................................... ResNET North
Ram Village 1.............................. ResNET Southwest
Ram Village 2.............................. ResNET Southwest
Ram Village 3.............................. ResNET Southwest
Ram Village 4 (Taylor) ................ ResNET Southeast
Ram Village 5.............................. ResNET Southeast
Ruffin .......................................... ResNET North
Spencer ...................................... ResNET North
Stacy ........................................... ResNET North
Taylor (RV4)................................ ResNET Southeast
Teague ........................................ ResNET Middle
Winston ...................................... ResNET Middle

* 2 out of 4 Data jacks active at a time
** Wi-Fi Only
*** ResNET does not support Granville
We respond to ALL tickets within 24 hours.
                                                            Last Updated: 1/5/2011
                                        ResNET Support & Services
How can customers get ResNET assistance?
• http://resnet.unc.edu – Click “Staff” to find an RCC.
• http://help.unc.edu – On the form, choose “ResNET On-Site Support” for Type of Help Needed.
• (919) 962-HELP and request “ResNET On-Site Support”.

Why multiple ResNET Remedy Groups?
The residence halls are divided into 5 geographical regions and Remedy Groups: ResNET-North, ResNET-Middle, ResNET-Southeast,
ResNET-Southwest, & ResNET-Apartments. When a customer requests and/or needs on-site support, assign the ticket to the
appropriate ResNET group.

I have the customer’s info, but I can’t find the Remedy group!
In Remedy, if you click the question mark “?” near any of the ResNET groups, it will display a list of ALL the ResNET Remedy groups
and which Residence Halls fall under each. All other or uncertain issues should be sent to the main Remedy group - ResNET. This
can include any campus-wide network issues and any internal related issues.

What is REALLY needed before assigning ResNET a Remedy ticket?
Before sending the ticket, verify the customer contact info - building, room number and phone number where they can be reached.
Then, ask them for two dates/times when they would be available to meet with an RCC. That will help speed up the scheduling
process.

When will the RCC contact the customer?
Once you assign a ticket to a ResNET group, ResNET will **contact the customer within 24 hours** to set up an appointment (except
during intercessions, see below).

Intercessions, Winter Break, Fall Break, etc… what to do?
During intercessions and breaks, there are no RCCs available. Please refer customers to the ITRC Walk-in. Hours can be found on
the HelpSite at <http://help.unc.edu/2083>.

2 ports, 4 ports, huh?
Craige North, Koury, Hardin, and Horton are the low-rise south campus halls where only 2 out of the 4 ports are allowed active.
There is a 1 port per pillow policy on-campus. If they wish to have another port activated instead, you can put in a request to have
the active ports swapped. If it’s a typical port repair request or activation in any other building, then it must go through ResNET!

Wi-Fi
Odum Village Apartments has ONLY wireless. There is a wired cyber lounge in Odum 613A. If the customer is having wireless issues
in these apartments, you can send tickets to ResNET to have an RCC investigate the issue for possible solutions. See
http://help.unc.edu/849 for specific wireless network access points and locations. Also, see http://help.unc.edu/6005 for info on
“Wireless and Wi-Fi Best Practices and FAQs.”

CCI Printing Stations – Pharos
For updated information on this service, including locations, see http://cci.unc.edu/printing.

Training and Education
Throughout the semester, our RCCs put together educational and social programs for on-campus residents. These programs are
planned and held within the residence halls, usually in a study lounge or in a main common area. They cover a wide range of topics
such as Computer Maintenance, Multimedia, Internet, Messaging, Educational Applications, Gaming Technology, Emerging
Technology, Security, and many more. They also host service programs like ResNET Fall Move-in Support and SUVs. These are highly
popular and it’s a great way for a student to get their computer updated and cleaned, without having to walk them through the
process over the phone. We schedule our programs and update our website and RSS feed throughout the semester -
http://its.unc.edu/resnet/programs/.

Granville Support?
Even though Housing has staff at Granville, it is still being operated as a private institution, so ResNET is not involved.




                                                      Last Updated: 1/5/2011

				
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