About Us

Working Remotely

How do I …

Learn How to Open a ServiceNow Ticket

Note: Links to detailed how-tos on this page will require your UT Southwestern ID and password.

To help you get started:

Prepare to Work Remote

Step 1

Move Your Critical Files to OneDrive While on Campus (if possible)
You may move important files from your work computer or department drive (for example, the P: or O: drives) to OneDrive in order to:

  • ​​Easily access your files without VPN
  • Share and collaborate on files with colleagues since the UT Southwestern email address book is interwoven with OneDrive
  • Save email space by not having to send sizable attachments

Watch this OneDrive video tutorial (duration 6:56) that covers:

  • ​​What is OneDrive? (starts at 0:10)
  • What are the advantages of One​Drive? (starts at 0:20)
  • How can you use OneDrive to upload and share files? (starts at 1:40)

Simply login with your UT Southwestern ID and password at portal.office.com, then click the OneDrive icon to access tool.

Want to Take Your Web Browser Favorites with You?

We recommend you:

Go to OneDrive

Step 2

Set Up Two-Factor Authentication on Your Phone or Tablet
Each time you access email, campus systems through VPN, and clinical systems using Citrix when you are off campus, you will need to verify your identity. To do so, you must set up two-factor authentication for the first time which can be done on campus or off campus.

Watch this Video Tutorial on Registering Your Phone or Tablet with Two-Factor Authentication (duration 2:21).

Step 3

Update and Secure Your Personal Computer
The ideal option for UT Southwestern employees, faculty, and students who need to work off campus is with a UTSW-issued laptop. If you do not have a UTSW laptop, you may either request equipment or choose to use your own computer. To use your personal computer, just complete this form and follow the steps below to update and secure your personal computer:

For PC Users

For Mac Users

For All Users

  • ​Set up a password protected screensaver to secure and protect all UTSW data.
  • Save all data to a campus system such as Office 365 rather than the local hard drive of the remote computer.
  • To the extent possible, obtain technical support through the IR Service Desk ServiceDesk@utsouthwestern.edu or a designated departmental technician for all computers used for UTSW business.

Step 4

Set Up Virtual Private Network (VPN) Access
To get into campus systems that are only available on the internal network (such as MyUTSW), you will need VPN.

On Campus – View the install and configure VPN PDF or watch the how to install VPN on campus video tutorial (duration 4:41)

Off Campus – View the PDF for Mac or Windows or watch the how to install VPN off campus tutorial​ (duration 3:59)

Logging in to VPN requires your UT Southwestern ID and password, two-factor authentication, and a secondary password.

Watch the how to use VPN off campus video tutorial (duration 2:44).

To improve network performance, please use VPN sparingly for essential tasks only.

Step 5

Clinical Users Set Up Citrix Workspace
Health System users who have set up two-factor authentication may remote into their desktop and access clinical systems like Epic using Citrix Workspace.

Initial set up requires:

Once set up, you may open a remote connection to the Health System from a home computer.

Note: Do not shut down your work computer if you plan to connect to it remotely.

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Campus Wi-Fi Info for End Users

  1. Don’t enable your phone or tablet’s “Personal Hotspot” (Apple) or “Mobile Hotspot” (Android) in congested areas, as this can interfere with the ability of others nearby to connect to the UT Southwestern wireless network. Using your phone’s cellular connection to access the internet is perfectly fine as it does not cause Wi-Fi interference.
  2. UT Southwestern employees, faculty, staff and contractors with a UTSW ID should use the UTWPA2 Wi-Fi network and not the guest network. Some websites are not available on guest, and\or some sites will not work on Guest if your device has previously connected to UTWPA2.
  3. Disable wireless access points (APs) for devices that are not needed in order to improve Wi-Fi quality for everyone in the area. Alternatively, you can often switch those devices to use the UTWPA2 network instead of them broadcasting their own hotspot (e.g., Large Printers that offer wireless printing, Smart Boards that offer laptop screen sharing connectivity).
  4. Report any unusual new wireless networks in your area to Information Security via informationsecurity@utsouthwestern.edu or via your department’s technical contact.
  5. If you are on campus and unable to make calls and text messages reliably, you can enable “Wi-Fi Calling” within your phone’s cellular settings in order to make and receive calls and messages while connected to the UTSW Wi-Fi.
  6. If prompted to trust the UTSW UTWPA2 wireless network while on campus, please click accept or allow.
  7. If you have a new issue when connecting to Wi-Fi, please try restarting your device.
  8. If using a Macbook:
    • Try to limit the number of wireless networks (SSIDs) in the preferred networks list. Delete any Wi-Fi networks that are not being used.
    • Move UTWPA2 to the top of the preferred networks list
    • Some Mac OS Ventura users are currently reporting issues with Wi-Fi connectivity intermittently. Sometimes turning off and on the Wi-Fi can fix this, but sometimes it requires a reboot of the computer.
    9. If using a Windows device:
    • Some Wi-Fi issues can be fixed by disconnecting and reconnecting to the Wi-Fi, which can connect you to a closer Wi-Fi source.
    • Ensure your wireless card drivers are up to date. If not, install the latest version from the manufacturer.
    • Advanced wireless card (NIC) settings are set to prefer 5ghz when possible.
  9. Information Resources will investigate Wi-Fi issues, including adding additional Wi-Fi devices where needed. Report any Wi-Fi issue to Information Resources as quickly as practical via servicedesk@utsouthwestern.edu or via your department’s technical contact. Please include the below information when known:
    • Name of app\website having the issue
    • Problem symptom (e.g. error on opening app, messages won't send)
    • Name of a user that we can work with to confirm if a fix has worked
    • Is the issue constant or intermittent?
    • Is the issue on wired network, wireless or both?
    • If the issue is only on wireless, is it present only with certain proxy settings (e.g. auto-detect, no proxy, manual proxy)?
    • Is the issue in clinical, non-clinical or in both types of networks?
    • Is the issue experienced across all campus or only specific locations?
    • If the latter, where specifically is the issue occurring?
    • What platforms experience the problem (Windows, Mac, Android, iPhone)?

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Access My Email

After you have set up two-factor authentication (on campus or off campus), you may access your UT Southwestern email from any computer by going to outlook.office365.com.

Go to Webmail

Need to Access Your Email Archives?

Connect with VPN and use the Outlook client to get to the archives stored on your work computer or network drive.

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Get My Files and Access My Work Desktop

OneDrive

Login with your UT Southwestern ID and password at portal.office.com, then click the OneDrive icon to access any critical documents you moved there while on campus. If you did not have the chance to move files while on campus, simply use VPN to access the internal network, then follow the instructions from Step 1 above.

Connect Remotely to Network Drives (O, P, G, W)

Watch this video tutorial on how to access the O, P, G and W drives (duration 6:00) for details about:

Access My Work Desktop

Tools for accessing your work desktop remotely vary based on whether your desktop is on a nonclinical network.

Clinical Networks – Use the Health System Remote Desktop Connection
Use Citrix Workplace to connect remotely to your desktop and access your files.

Nonclinical Networks – Use VPN into Campus Systems
Connect with VPN to access info from MyUTSW, back office usage of PeopleSoft, or other internal network drives and applications. If you are accessing the internal network from your home computer, you may need to map network drives on your Mac or Windows machine.

Watch the how to use VPN off campus video tutorial (duration 2:44).

To improve network performance:

  • Please use VPN sparingly for essential tasks only.
  • Log out once your tasks are complete.
  • If you are inactive for 20 minutes on VPN, you will automatically be logged out.

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Keep in Touch by Phone

You may check your work voicemail and update your greetings remotely​ in order to let people know the best number to reach you. If you are still on campus, we have the capacity to support call forwarding from your work number.

For physicians, nurse practitioners, physician assistants, pharmacists, medical students, and other clinical staff, if you want to mask outbound calls (hide your personal number), you can submit a Procurement Portal request for the UC Client.

For clinical staff in need of a new inbound/office UT Southwestern phone number so that vendors and other contacts may reach you directly without knowing your personal number, ServiceDesk@utsouthwestern.edu the ServiceDesk.

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Meet with My Team

Academic, business, and clinical users can view an overview of social distancing tools for meeting and conferencing such as phone conference lines, Skype for Business (see how to install for Mac or Windows), and Microsoft Teams (see how to access Teams).

Protect and Secure Your Online Meetings

Ensure your online meetings stay secure from unauthorized access by following these best practices when setting up a virtual meeting or course. 

Please note our policy on recording meetings.

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Get Answers to Other Common Questions​

Can I take my desktop computer home?

Desktop computers may be taken home with manager’s permission and completion of this attestation form. Peripherals (keyboard, mice, monitors, headsets, power strips) may also be taken home at the manager’s discretion.

Can I check out equipment (such as a laptop or desktop) to use at home?

Yes, complete the Remote Equipment Request Form to get the process started.

What if my PC or Mac on campus is turned off and I cannot access it through remote desktop?

Check with your manager or department administrator to determine if there is a member of your department on campus who can turn your PC or Mac on. If no one in your department is available, open a ServiceNow ticket (here’s how) and request a “Campus Computer Power Cycle.” A ServiceDesk representative will coordinate to have your computer turned back on within two business days, and will be available Monday to Friday from 8 a.m. to 5 p.m.

Do you have any tips for improving my home internet connection?
  • Conserve Bandwidth – Is your family streaming Netflix while you work? Use standard instead of high-definition video wherever possible and limit streaming services.
  • Get the Apps – Skype, Teams, Zoom, and GoToMeeting have meeting apps you can use on your phone to tap into your wireless service and give your home internet a rest.
  • Get a Backup – If your home internet is unreliable, consider setting up a backup internet service provider. Satellite internet providers have been hit with less congestion than local providers.​
May I supervise my children if I am working remotely?

Yes, we are relaxing the requirements to allow employees to supervise their children while working remotely.

Can I still go on my preapproved vacation or sick leave?

Yes, you may take your preapproved and scheduled vacation or sick leave as planned. Pay for these hours will still come out of vacation or sick leave accruals.

Do you have additional questions for one of our remote work Q&A sessions?

If you have reviewed all of the information and documents on this page, but have additional questions regarding technical and system needs for working from home, please consider joining one of our remote work Q&A sessions.

To ensure that IR can address as many questions as possible, you must register below and all questions must be submitted through this form. If you have a specific issue with your equipment, please open a ServiceNow ticket.

Recorded topics include:

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Contact the Information Resources (IR) Help Desk

Need Help?

Learn How to Open a Ticket

For patient care and urgent issues, call 214-648-7600.

For non-urgent concerns and to avoid long wait times, please email the Service Desk. servicedesk@utsouthwestern.edu.

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