Frequently Asked Questions
On this page you will find brief answers to the questions most frequently directed to the Information Technology, along with links to the relevant procedures. For topics not covered in the list below, please open a ticket through the DESK Support System.
You can reset the password for your institutional account yourself by following the university’s password reset steps. All rules regarding password length, complexity, and validity period are explained in the Password Policy and Reset Procedure. If you experience any problems during the reset, you can open a ticket through DESK.
To access databases, licensed software, and certain internal systems from off campus, you need to use the VPN service provided by IT. The installation steps, usage rules, and supported operating systems are described in detail in the Off-Campus Access (VPN) Procedure. For connection issues, you can create a support request through DESK.
Our students and academic and administrative staff can connect to the Wi-Fi network on campus using their institutional account credentials. The supported networks, device-specific connection steps, and commonly encountered errors are explained in the Campus Wi-Fi Connection Procedure. If you still cannot connect after following the steps, please open a ticket with DESK.
An institutional email account is created for students and staff during Hasan Kalyoncu University’s registration processes. Account creation, first login, forwarding, and usage rules are explained in the Email Account Procedure. For technical problems related to your account, you can open a ticket through DESK.
The availability of SPSS software to campus users, version information, and installation steps are described in detail in the SPSS Installation Guide. If you encounter a license verification error or access issue during installation, you can create a support request through DESK.
You can submit your requests for software licenses needed for academic or administrative processes to IT using the steps defined in the Software License Request Procedure. Requests are finalized by the IT team following a budget, license type, and security assessment. To start the process, you need to open a ticket with DESK.
The conditions for creating shared email accounts used by units, projects, or committees, along with the responsibility rules and management principles, are explained in the Shared (Group) Email Policy. You can submit a request for a new group email through DESK with the approval of the unit manager.
The process for closing institutional accounts, data retention periods, and the user’s responsibility to back up their data are explained in the Account Closure and Data Protection Procedure. Before the separation process, it is important that you ensure non-personal institutional data remains within the unit and that you sort out your personal files in accordance with the rules. You can direct any questions about the process through DESK.
The processes related to ID card loss, renewal, and physical security rules are explained in the ID Card and Physical Security Procedure. Since the card is used for on-campus authorizations, you must report any loss to the relevant units and IT without delay. You can open a ticket with DESK to report a loss.
The environments in which institutional files are to be stored, the sharing rules, and the data classification approach are explained in the File Sharing and Storage Procedure. Storing institutional data on personal devices or in external accounts is not recommended; instead, please use the defined institutional storage and sharing services. For authorization or access issues, you can contact DESK.
When you receive a suspicious email, it is important to forward it to IT, without clicking on links or opening attachments, following the steps explained in the Cyber Security (Phishing) Procedure. If you entered your password through a link, change your password as soon as possible and report the situation through DESK. IT evaluates the incident report and applies the necessary protective measures.
The username, password, and multi-factor authentication details, if any, of your institutional account are personal and should not be shared with third parties. The rules regarding secure use, password storage, and reporting suspicious situations are explained in the Cyber Security (Phishing) Procedure. If you believe there has been unauthorized activity on your account, please report it through DESK without delay.
We kindly ask you to submit all your technical issues, requests, and suggestions through a single channel via the DESK Support System. When opening a ticket, including details such as the system where the issue occurred, the time, and a screenshot will shorten the resolution time. The steps for the ticketing process are explained in the Support Request Procedure.
Our primary point of contact is the DESK Support System; this way, your request is routed to the relevant team and tracked through a single ticket. For emergencies and brief information requests, you can also reach us by phone at 0(342) 211 8002 or at destek@hku.edu.tr. To ensure the resolution process is carried out on record, it is recommended that a ticket be opened through DESK after contact.