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For the speediest replies from the SLMS Help Desk, it is essential that all customers remember to skip replies, forwards, cc’s, and sending emails from shared mailboxes when contacting the SLMS Help Desk.
To enable representatives to respond to issues as quickly as possible, all emails to the SLMS Help Desk must be "clean messages" from one-person to the desk; there can’t be any replies, forwards ("FW:" or "RE:" in the subject line), or carbon copies ("CC"). In addition, emails cannot be sent to the SLMS Help Desk from a shared mailbox. Messages that don’t adhere to these guidelines are "set aside" for manual processing, which could slow the response time by as long as five (5) business days.
If customers want to share an issue, once they receive a reply from the "IT Service Desk" with a call ticket number, they can forward that message to others.
As always, the SLMS Help Desk is available to provide support Monday through Friday, from 7:30 a.m. until 5:00 p.m., and may be reached by calling 518-473-8087 or by emailing SLMSHelpDesk@its.ny.gov (where an incident will be created).
If you experience difficulty when launching eLearning in SLMS, these hints you can apply yourself can get you going again:
Thousands of courses, videos, desktop e-books, and business e-books are available for your use in the Empire KnowledgeBank (EKB) Books 24/7 repository. If you have an EKB license, click the hyperlinks below to see details of these offerings. If you do not have an EKB license, check with your agency"s training office about obtaining one.
EKB KnowledgeBank Offerings
Individual book and video resources are not searchable in the SLMS catalog. In order to access them, you must be enrolled in the books/videos class specified below. You can search for individual titles from within the portal. If you previously enrolled, access it under the following course name from your "My Learning" page:
Course Name: EKB and Skillsoft eBook and Video Portal (formerly called "Skillsoft Books 24x7")
Class code: EKBSS_TMPL20150123135209420
If you have questions or need assistance, your training office or SLMS Administrator can assist you with this step.