Monthly Archives: October 2015

SCF

SCF – reporting/escalating lab issues

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SCF crew,

Escalating lab/machine issues

When working with customers on questions you can’t solve or need to involve the Endpoint Management Team (Richard Turk, James Dudzik, Jim Galloway, Chris Evans, Jason Appah, Nathan Power) please do the following.

  1. Gather pertinent details about the customer
    1. ONID username
    2. Computer name
    3. Specific details about what the customer is trying to do
      1. Example – Customer wants to use Photoshop, but it is not available on the computer.
    4. Exact error message if any is displayed
      1. Take pictures if possible
    5. Type of computer – Apple / Dell
    6. Which operating system the customer was using
      1. Windows or OS X
  2. Send an e-mail with those details to– campus.labs@oregonstate.edu
  3. Work with the Endpoint team on a resolution deliver that information to the customer
All Groups

Call Center Digest, 10/9/2015

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New Things:

Exchange support at OCH – the Helpdesk should be helping folks with Exchange email questions. There are documents in Helpdocs. Let me know if you have any questions about this.

Exchange forwarding to OSU Gmail – there is a new Helpdoc about how to do this, but it is not recommended. It’s better for people to forward from Gmail to Exchange. Also, for CN customers, please get LRP approval before setting up a forward.

Exchange Archiving – the server admins have notified us that we should not be adding new users to the Exchange online archive. Anyone who is using it now can continue to do so. For people who are running out of email space, please give them the usual mailbox clean-up and retention tips, and after that we can increase their quota up to 5GB (at no charge). There will be announcements to the DCA list and CN customers about this soon.

Office 2010, 2013 and 2016 – Office 2010 is end-of-life on 10/13/2015, however the software will continue to work and we will continue to support it for some time. We have a self-serve install option for Office 2013 for CN customers and will be announcing that to them soon. Office 2016 is now available on \\software.oregonstate.edu and activation is configured.  Office 2016 is now the default install option in Office 365 and for the Home Use Program.

Student Success Collaborative (SSC) predictive analytics tool  – this new tool will help the university predict the success of students and intervene to ensure better retention and graduation rates. You can learn more about this at https://www.eab.com (go to Member Login, New User to gain access).

General Notices:

Office 365 sync issues – Jason resolved another sync issue in Office 365 this week (thank you Jason!) that was impacting a large number of users. Scott will be reminding students about this service in a mass email soon, so we may get another bunch of calls.

Office 365 Helpdesk Access – Jason is working on getting all of use limited helpdesk access to the Office 365 administration dashboard, which would hopefully allow everyone here to see whether an account has been synced and licensed properly.

Google Apps XML – the feature to access calendar via XML has been deprecated.  Chances are not too many people were using it.

Question for you all:

We have been crazy busy all summer and the past couple of weeks. If anyone has feedback on what would make the work experience less stressful or more positive for you, send your ideas to me or your supervisor.

Fun Fact:

When children learn that 2*3=6, it measurably slows their response time on calculating 2+3=5 because our brains like patterns and this confuses them. So, the more math you learn, the worse you get at arithmetic.

Have a great weekend everybody!

 

All Groups

Bench / SCF Staffing – Thursday October 8th – Friday October 16th

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Heads up for full time staffing at the Bench/SCF main lab for the next week and a half.

Samuel is out of the office and returns on Monday October 19th.

I, Lucas Friedrichsen, will be out of the office from Wednesday October 14th – Friday October 23rd.

Today, Thursday October 8th – Tuesday October 13th

  • I will be at the Bench and SCF.

Wednesday October 14th – Friday October 16th

  • Patrick McCrary will help the Bench and SCF.

Monday October 19th

  • Return of the Samuel!
All Groups

Call Center Digest, 10/2/2015

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New Things:

SCF support – OCH is now the official point-of-contact for support in the labs (other than Milne lab). Escalations will be via split ticket to the SCF queue in Coho. The Endpoint Management (EPM) team under Jason Appah will be handling those escalations.

Citrix XenApp (apps.oregonstate.edu) – escalations for XenApp should also be via split ticket to the SCF queue.

XBox issues – Apparently the Xbox services have been having some outages lately, which may account for problems we have been seeing.  For Xbox status info, see http://xbox.com/status and https://twitter.com/XboxSupport.

Gmail IMAP auth problem – Andy Morgan researched this and provided a fix. It requires enabling two-factor auth and setting an application-specific password for IMAP. This affects people trying to use Outlook and Mac Mail to access Gmail. (See ticket#0355359 for detailed steps – this will be added to Helpdocs soon.)

Cascades number added to CN queue signature – the automatic signature for the CN base queue now includes the Cascades number (thanks to Tom for suggesting this).

Office 365 Sync issues – This is still on-going, but it sounds like Jason is zeroing in on a fix. For now, please continue to escalate to Jeff or Kirsten if people do not have a license (make sure they are registered for classes first).

Highlights:

Dorm Visits – Kudos to Ed, Jorge, Meera, Jazmyn and Jade for all the dorm visits they did last week. They met with a couple hundred students and helped a lot of new students have an easier start of term. Thank you!

New student employees kicking butt – Welcome to all our new employees! You all are kicking butt and taking names (and making tickets).  Keep up the good work.

Upcoming Events:

Saturday 10/3/2015, 6:00AM – 8:00AM – Wireless network maintenance 

Saturday 10/3/2015, 6:00AM – 6:15AM – Maintenance for CORE, MyDegrees, Evals, MyOSU, and others (More Info)

Some Stats for Fun & Profit:

  • There are 1,023 unresolved tickets across all Helpdesk and CN queues. (We started the week with 1,138.)
  • Li spent an hour on the phone helping a faculty member with Canvas. Be nice to him. He earned it.

 

 

Base, Bench, Community Network, Field

New Core Migration: Registrar’s Office

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Better late than never here…the Registrar’s Office was moved to new core on September 23rd.

Cyder/IP change
All workstations and printers…
Moved from: zone.registrar (10.128.154.5 – 10.128.154.252)
Moved to: zone.cn_studentadmin (10.214.18.56 – 10.214.19.253)

Printer change
Old IP printers were removed from workstations and replaced with new print queues:

Printer address: \\iscs-printq\KAd-102-Left-Ricoh-MP-3351
Printer IP: 10.214.18.159
Printer driver: PCL6 Universal v4.6
Security group: CN_Printers_KAd 102 Left Ricoh MP 3351

Printer address: \\iscs-printq\KAd-102-Right-Ricoh-MP-3351
Printer IP: 10.214.18.221
Printer driver: HP Universal Printing PCL 6 (v6.0.0)
Security group: CN_Printers_KAd 102 Right Ricoh MP 3351

Printer address: \\iscs-printq\KAd-102D-HP-Color-LaserJet-M451DN
Printer IP: 10.214.18.222
Printer driver: HP Universal Printing PCL 6 (v6.0.0)
Security group: CN_Printers_KAd 102D HP Color LaserJet M451DN

Printer address: \\iscs-printq\KAd-102G-Ricoh-MP-201
Printer IP: 10.214.18.201
Printer driver: PCL6 Universal v4.6
Security group: CN_Printers_KAd 102G Ricoh MP 201

Printer address: \\iscs-printq\KAd-102-HP-LaserJet-M401DNE
Printer IP: 10.214.18.98
Printer driver: HP Universal Printing PCL 6 (v6.0.0)
Security group: CN_Printers_KAd 102 HP LaserJet M401DNE

ONID GPO: TSS – Printer Deployment – Registrar’s Office
TSS GPO: Printer Deployment – Registrar’s Office

Resolved Issues

  • The following computers in Institutional Research were improperly registered in zone.registrar and were moved on accident:
    • CastillS-OP980 – I moved this back the same morning
    • lplagman-IBT510 – I moved this back the same morning
    • VICKERSB-OP7010 – Port actually got flipped and the user was functioning, left alone.
  • IP printers didn’t get removed right at 8am. I created a package in SCCM and deployed it shortly after which succeeded on 34/36 machines.
  • Kiosk machines didn’t get documented in the initial walk-through. Robin had Telecom flip the ports.
  • Rick DeBellis couldn’t print because he’s actually in the Enrollment Management department. I added him to the printer security group and added the printer GPO to his department’s users OU.
  • Transcript printer needed to be added to Banner (KAd-102-Right-Ricoh-MP-3351).

Unresolved Issues

  • Numerous student workers were logging in with ONID accounts and couldn’t print. The current method of delivering print queue printers doesn’t allow for this and the expectation is that student workers have CN student accounts. This isn’t ideal for departments with high turnover and many students so a solution is being worked out.
  • A request was made to change the name of KAd-102-HP-Laserjet-M401DNE to KAd-102-Front-HP-Laserjet-M401DNE.