Rutgers Connect FAQ

    How do I schedule a walk-in appointment at the OIT Help Desk?


    If you are unable to resolve an issue by phone, or would prefer to troubleshoot the issue in person, you may walk into the OIT Help Desk (Hill Center Room 013 on Busch Campus) to have us look at your computer and provide assistance free of charge. Please note that some issues can be extremely difficult and sometimes may cause damage to remove, so there are limitations to what we can address.  You do not have to schedule an appointment, however it is strongly encouraged to ensure prompt service.  To schedule an appointment for this service, you can call the Help Desk (848-445-4357) or log into the Appointment Calendar on the page below using your ScarletMail account.

    Appointment Calendar

    Please include any ticket number(s) related to your issue if you have called in before in the appointment calendar event.

    NOTE: If you are scheduling an appointment to speak to full-time staff regarding a locked account or NetID, you MUST select an appointment during regular business days (Monday through Friday). If you are unsure if this applies to you, please call ahead to confirm.


    After migration, should departmental/unit email servers be turned off (decommissioned)?

    After an appropriate time elapses to ensure that all users and their data have been successfully migrated to Office 365, and all services that are provided by these systems have also been migrated or no longer needed, then yes, it would make sense to decommission these servers.   This will, of course, be up to the department/unit. 

    Why is the from field in Outlook not my primary email address?

    Rutgers Connect supplies users with two identifiers:

    • Sign In Address. This will always be in the format of If you would like confirmation on what your Rutgers Connect sign in information is, please visit the Manage Email address page at Your sign in address can be found in the Rutgers Connect Account Information section.
    • Primary Address.  A primary address is the email address your Rutgers Connect account will send mail from. You can set your primary address using the directions found at:

    Outlook will show your Sign In Address in the from field:

    This cannot be changed. Messages sent out via Outlook will be sent from your Primary Address, despite the From field displaying your Sign In address. 



    How is communications for this project being handled? Is there a Communications Plan?

    • Information is being communicated through emails to all faculty/staff from OIT.
    • More technical emails/information is being shared with IT staff via the ru_it@email mailing list.
    • Town Hall meetings have been held with the university IT staff.
    • University IT staff have and will continue to share information to their departments/units.
    • Announcements will also be posted in various OIT locations including Facebook, blogs, etc..
    • Training and other communications is being handled by Comparex  (our consulting/migration partner) working with the OIT communications working group for this project.
    • A communications plan by OIT is under development by OIT and should shortly be posted to the Rutgers Connect project website.