The CNS Helpdesk is pleased to be able to offer technical support via real-time text chat with Novell GroupWise Messenger. CNS Helpdesk support is available via GroupWise Messenger during normal Helpdesk business hours.

What is GroupWise Messenger?

GroupWise Messenger is a secure instant messaging system that provides for real-time text chat and instant messaging within the Drew community. In this respect, it is similar to third-party services that you may be familiar with such as AOL Instant Messenger, Yahoo! Messenger, Google Talk, Windows Messenger and others. In contrast to these services however, GroupWise Messenger is available within the Drew community only. All messages are encrypted and pass via an instant messaging server located on the Drew campus. As a result, we strongly recommend the use of GroupWise Messenger for University business over third-party services such as AOL Instant Messenger.

How can I install the GroupWise Messenger client on my PC?

Most recently issued Drew standard PCs come with a Messenger client installed. If yours does not, you may install the Messenger client from either on-campus or off-campus by following the instructions below.

To install the Messenger client while on-campus from a computer with the Application Explorer:

  • Double click the Application Explorer icon on your desktop. Browse to Install Software > GroupWise > Novell Messenger 2 SP4. After installation, a GroupWise Messenger icon will be placed on your desktop.

To install the Messenger client while off-campus or from a computer without the Application Explorer.

  • Browse to https://messenger.drew.edu:8300/. Follow the on-screen instructions to download and install the Messenger client.
  • If you are prompted for a server hostname and port when starting Messenger for the first time, please enter messenger.drew.edu for the hostname and 8300 for the port number.

How do I start a chat session with the CNS Helpdesk?

The CNS Helpdesk maintains a standing chat room in which you can ask technical support questions. The chat room is staffed during the Helpdesk’s normal business hours.

  • You may access the CNS Helpdesk chat room directly from within the Messenger client. To do so, pull down the Tools menu and click Chat Rooms. Select CNS Helpdesk Support and click Join.

Can I message a CNS or ITS full-time staff member directly for technical support?

The CNS Helpdesk chat room is provided for technical support purposes. We ask that you please exercise good judgment in contacting staff members directly. For general technical support purposes, we must insist that all members of the Drew community–faculty, staff, and students alike–use official channels, both when contacting CNS over the phone or via instant messaging. This is the only way that we can ensure that we provide fair and equitable technical support to all members of the community, and are able to utilize our internal resources most efficiently.

CNS Helpdesk staff will escalate calls to back line support as necessary. For general information on who to contact with support inquires, please refer to this outline.

Who can use GroupWise Messenger?

Any member of the Drew community with a Drew uLogin account, including students, faculty, and staff, may use GroupWise Messenger.

Is GroupWise Messenger just for the CNS Helpdesk? Can I use it to communicate with other members of the Drew community?

We encourage everyone to use GroupWise Messenger. For communication within the Drew community, GroupWise Messenger provides a secure alternative to third-party services such as AOL Instant Messenger. Instant messaging is an excellent substitute for a phone call for quick questions. As more members of the Drew community start using Messenger, we hope that you find this a valuable tool.

For more information on general use of GroupWise Messenger, please check out the GroupWise Messenger documentation on U-KNOW.