FAQs: Personal Computing & Messaging

How do I get the software I need in order to do my job?
If your job requires that you use specialized software not already pre-installed on your computer, you may petition your IT Services Contact for the product you need.  If approved, your IT Services Contact may send an email to CommonwealthServiceDesk@ky.gov to request a license and/or quote.  Please include details about versioning, and a link to the manufacturer’s website, if possible.  Our Software Asset Managers will research the software costs and purchasing options, and provide a quote.
Please note that any software not included on the Kentucky IT Standards will require an exception or additional request.    
 
How do I acquire, make changes to, or remove a multipurpose printer for my agency?
The Commonwealth has contracted with Xerox to offer Managed Print Servicesto state government agencies.  This includes the installation and maintenance of all shared print devices. 
 
I work in a non-consolidated agency.  Can COT provide computers for us?
An individual with spending authority for your agency may contact COT by way of the Commonwealth Service Desk.  Our Director of Field Services or a designee will discuss service options and rates with your agency’s leadership.  A memorandum of agreement may be written to specify roles and responsibilities and the terms of support.
 
How do I get a desktop computer, laptop, telephone, or other service for a new or existing employee?
Your agency’s Human Resources Contact or IT Services Contact must submit a Staff Service Request Form (COT-F181EZ) including the COT billing number to CommonwealthServiceDesk@ky.gov.  This form is used to establish basic services such as email, computer, and VPN services.  Alternatively, the COT-F181 form is recommended for employees serving in an IT role, as it includes options for specialized access to technology resources.      
 
May I request an upgrade on my assigned computer?
If you find the resources available on your assigned computer are not adequate, you may petition your IT Services Contact for a higher-performance device.  If approved, your IT Services Contact may submit a request for the desired upgrade (i.e. larger or multiple monitors, additional RAM, larger hard disk) along with COT billing number to CommonwealthServiceDesk@ky.gov.  A member of COT’s Division of Field Services will provide a quote for the upgrade.  The agency will be responsible for the cost of any components not included in the standard rate descriptions.  
 
May I request that my computer be replaced with a newer model?
As devices near the end of their service life, COT automatically replaces them with newer models with similar specifications.  This scheduled refresh is coordinated with and agreed to by your agency’s leadership, and is typically done every 48 months.   
 
My employee(s) is moving to a new location.  Will COT move the computer equipment?
Intra-office moves may be initiated by your supervisor or manager by sending an email to CommonwealthServiceDesk@ky.gov.  Please include the name(s) of the individual(s) who are moving, as well as current and future locations.  Note that large numbers or complex equipment moves may result in a fee.
When staff and equipment are moving to another building, the IT Services Contact must submit completed Staff Service Request Forms (COT-F181 or COT-F181EZ) for each employee.  Desktop support technicians will work with the agency to gather details and prepare for the move.
 
How do I obtain an email address for @ky.gov?
Your agency’s Human Resources Contact or IT Services Contact must submit a Staff Service Request Form (COT-F181EZ) including the COT billing number to CommonwealthServiceDesk@ky.gov.  This form is used to establish basic services such as email, computer, and VPN services.  The @ky.gov domain hosts email for most Executive Branch state agencies. 
 
Is there a way to check my email when I am out of the office?
Yes, you may access your email at https://webmail.ky.gov/owa.  Simply enter your Windows username in the DOMAIN\Username format (i.e. CHFS\jane.doe), then enter your Windows password.  
 
How do I get fax service to my desktop?

CLEO Streem desktop fax solution is managed by Xerox as part of the Managed Print Services program.  Xerox is responsible for the setup, management, and billing of the service. To obtain this service, go to https://www.ky-mps.com, download the CLEO Streem account request form, and submit it to Xerox according to the instructions on the form.
 

How do I give someone permission to send email on my behalf, or to view my email?
Often, an employee serving in an administrative or clerical role needs to be able to send email on behalf of someone else.  To permit another employee to send email on your behalf, simply submit a request via email to CommonwealthServiceDesk@ky.govThe request will need to be submitted by, or contain approval from an authorized HR Contact or IT Services ContactOnce fulfilled, the employee will be able to send messages from your email address.  These messages will include the “Sent on behalf of” header, which lets the recipient know the message is being sent by your representative, not yourself. 
To permit another employee full privileges to view your email and to send email under your identity, you will need to complete form COT-F084 (select the option “Vacant Position – Temporary”).  Be aware this form requires multiple signatures, due to the fact that this enables the other party to appear as you in email communications, without the “Sent on behalf of” qualifier mentioned above.  Once completed, the form should be submitted to COT’s Security Administration Branch at COTSecurityEmail_InternetUsageReview@ky.gov .
 
How do I give someone permission to view or send email from a Group Mailbox or Resource Mailbox?
To permit an employee to read or send email on behalf of a Group or Resource mailbox (i.e. calendar or conference room), simply submit a request via email to the Commonwealth Service Desk at CommonwealthServiceDesk@ky.gov The request will need to be submitted by, or contain approval from an HR Contact or IT Services Contact.

 

 

 

 

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This page was last modified 12/3/2020 3:49 PM
 

Related Service Rates and Descriptions

 

     

Related Forms

 COT-F181

 COT-F181EZ

 COT-F084

 

COT Service Rates and Descriptions

For more detailed information about all Rated Services offered by COT please view the COT Service Rates and Descriptions web pages.

 

 

Agency Contacts

Agency approval is required when requesting COT Services. The Agency Contact Listing provides authorized Human Resource, IT Services, Compliance, and Security Contacts for each agency.

 

 

Additional Questions?

If you have a question that is not listed, please contact the COT WebMaster.