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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:

• Clear your browser cache, also referred to as your internet browsing data. For Internet Explorer (IE), select Tools > Internet Options. In the General tab under Browsing History click Delete. Make sure you have unchecked the first and seventh boxes – "Preserve Favorites website data" and "Passwords." All other boxes should be checked. Click Delete.
• Deactivate your pop-up blocker. In IE, select Tools > Internet Options. On the Privacy tab, under Pop-Up Blocker, clear the Turn on Pop-Up Blocker check box. Then select OK. You can activate it again once your training is complete.
• Check your "trusted sites" in your browser. They should include: *.ny.gov, *.nyslearn.ny.gov, and *.ws04.nyenet.state.ny.us. If you need assistance with adding these trusted sites, please contact the ITS Service Desk at fixit@its.ny.gov.
• If you can, try using a different browser; if you’re having trouble with IE, try using Firefox or Google Chrome instead.

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