Application Support

Who We Are

What We Do

We are a team with over 80 years of collective experience managing and developing tools and integrations  for Stanford University.  Our team is responsible for the ongoing support of numerous tools used across campus. These tools support various business functions across campus. In order to successfully support many of these tools, we are required to intimately understand the underlying business processes and terminology behind the tools themselves e.g. security best practices for door hardware, network infrastructure and routing, and voice systems and phone number management.

About half of the tools that we support are Commercial Off-The-Shelf (COTS) applications that have been customized or configured to meet the needs of Stanford University. The other half of our time is spent writing custom tools where an affordable tool does not exist or does not meet the needs of the university. Our team spends roughly 50% of our time developing and implementing new or upgraded solutions and the balance of the time is spent performing the operational functions required to support our tools and maintain high uptime percentages.

Integrated Access Control

Lenel

Lenel OnGuard is the application that enables access control, alarm monitoring, digital video, intrusion detection, asset tracking, information security integration, credential production, and employee and visitor management functionality.

• Additional Information
• Job Aids
• For more help with Lenel OnGuard, please submit a HelpSU request.

CSGold

CSGold is the application that enables access to a variety of facilities and services across the Stanford campus via the Stanford ID Card. Those services and facilities include access controls to doors buildings and rooms as well as the ability to purchase at Residence Halls and participating campus cafes, vending machines, as well as copying and printing machines in the libraries.

• Additional Information
• For more help with the Photo Submission Tool, please submit a HelpSU request.

Video Management

A new service to Stanford, we have currently implemented a video management system in the following locations: Windover, Anderson Art Center, Forsythe Hall, NDCCH, and the Stanford Research Computing Center to name a few. The intent of video surveillance on campus is to monitor locations such as data centers and facilities containing high value assets . The video management system is integrated with Lenel Access Control system.

Card services custom applications

Batch Access Level Assignment Tool was developed in house to support onboarding of buildings or batch changes to building assignments. It empowers building managers with the ability to batch assign or de-assign access in the Lenel OnGuard system.

Online Photo Submission Tool was developed in house. The photo submission tool is a web application that allows students (and staff) to upload a photo to be used on their Campus ID card. The tool was designed with a cropping function much like what people are accustomed to when setting their profile picture on Facebook. This solution leverages the following technologies and systems: Apache, PHP, Oracle, MySQL, jQuery, jQuery UI, and Jcrop. Almost 80% of the project is written in JavaScript, which is where we see today's web efforts.

• ID Card Photo Submission tool
• For more help with the Photo Submission Tool, please submit a HelpSU request.

Communications, Networking and Voice Support

SNSR

Stanford Network Self-Registration (SNSR) is a service which allows for user registration of devices onto the Stanford Network. Registration takes place via a web application SNSR followed by a client Stanford Network Registration Tool (SNRT). The product is available on both the wired and wireless networks. This product is a collaborative effort across IT Services, including Networking, Desktop Systems, ISO, and Application Support. We are responsible for development, integration, deployment, and support of the web application into Stanford's environment.

• Additional Information
• For more help with SNSR, please submit a HelpSU request.

SIPdb

SIPdb is a tool used as a central point for phone number and phone related data management, automated provisioning, and call reporting.  It acts as an integration point between order processing and VOIP systems, and it also acts as a reporting source for a variety of telephony related information. This tool is developed in Python and integrates with OrderIT for the purpose of provisioning phone numbers on campus. This tool also integrates with the Voicemail Password Reset tool.

Voicemail Reset Portal

Leveraging the Movius API, we have released an administrative tool to assist in self service voicemail password password resets. The tool is not currently available for all users due to the data in the disparate phone systems and the construct on how phone numbers are owned. The tool greatly improves logging and allows a large population of users the ability reset their passwords.

Voice Data Warehouse

COMING SOON! We are currently working on a solution to provide metrics and trending on voice services.

Post Call Survey Service

COMING SOON! We are currently working on a post call survey solution. A Post Call Survey takes place after normal call treatment. It is typically used to determine whether customers are satisfied with their call center experiences. This service will allow you to configure a call flow that, after the agent disconnects from the caller, optionally sends the call to a Dialed Number configured for a Post Call Survey.

Call Center Dashboard

COMING SOON! We are currently working on a solution to display call volume metrics in our Service Desk and Operator Services Center.

Sentinel Alert

Developed as a custom application, Sentinel is a tool that is used by our IT Operations Center.  This tool, written in Node.JS aggregates and displays alert information received from about 20 monitoring subsystems which in turn monitor about 1000 servers, 5000 doors as well as some networking devices and UPS's. This tool is critical for after hours support and links our IT Operations Center technicians to procedures that empower them to support hundreds of services.

Integration Development and Support

AlertSU

Campus Emergency Notification (AlertSU): The Application Support team provides integration support for the AlertSU/campus mass notification and the processing of contacts from outside Stanford's network.

Cloudpath/SNSR Integration

We developed and support the integration between SNSR and Cloudpath to deliver certificates to endpoints. 

CSGold/uniFLOW Integration

We are currently developing the integration between CSGold and uniFLOW to allow students to print using their Stanford card plan and Academic Computing's proposed centralized print solution.

CSGold/ Revel Integration

We are currently assisting with an integration between CSGold and Revel Point of Sale Systems to allow transactions from our dining and point of sale systems to debit stored value on the Campus ID card.

CrashPlan ProE Dashboard

Using the CrashPlan API, we developed a dashboard that will allow individual to retrieve information about their backed up devices.

Tessitura Authentication Integration

COMING SOON! We will be providing support for Stanford Ticket Office Tessitura system.

Other Tools

Aperture

Aperture is an application for data center facilities management. Aperture provides asset management, a way to document the floor layout and what is in each rack, forming an important database of details needed for efficient operation. It is a consolidated, web-based platform that stores data being collected by many Computing Services workgroups for inventory of all passive and active equipment that is hosted in the IT Services-managed spaces.

• For more help with Aperture, please submit a HelpSU request.

Metrics Dashboards

Metrics and Monitoring Dashboard are available on the IT Metrics dashboard. The Status and Metrics "traffic lights" on the IT Services Home Page indicate the availability of key systems. In this program, gadgets are real-time graphical representations of metrics. They can be grouped into a dashboard,which is simply a container, and displayed on your browser screen. Application Support provides development and maintenance support for many of the monitoring gadgets made available on the campus dashboard.

• dashboard.stanford.edu
• For more help with Metrics and Monitoring, please submit a HelpSU request.

Timesheet

Unanet is the web-based time tracking tool that IT Services uses internally to track staff work time. The organization uses the data collected for two purposes: Accurately set rates for services and accurately report on staff resources supporting projects.

• timesheet.stanford.edu
• For more help with Unanet, please submit a HelpSU request.

Certifications and Credentials

Some of the services we support require certifications are maintained and current.

Access Control: Lenel Certified Professional

Digital Video: Lenel Certified Expert

Certified Scrum Master

Project Management Professional

More Information

For additional details about Application Support, contact Anne Pinkowski.