CN computer intake location

Team,

For CN computers destined for the build bench, the intake/drop-off location is now the grey cabinets at the West end of the long corridor outside Andrew’s office (end closest to the door).

A sticker should be added to each computer including the following information:

  • Ticket #
  • Customer Name
  • Date dropped off

If a computer is too large to fit in the cabinet, it can be placed on the floor next to the cabinets or across the walkway. For large shipments of computers that won’t fit by the cabinets, they can be stored in the old Bench office – please notify Samuel and Jeff if this is the case.

This is ONLY for CN computers, not personal devices.

Let me know if you have any questions or concerns about this change.

NOTE: the intake location for Extension computers is still the Ballard office.

Possible impacts tomorrow of Exchange maintenance tonight

The Exchange maintenance tonight should solve the ongoing Outlook issues we have been seeing.
There are two known possible impacts:
  • OWA users might see a blank screen after login. Solution: clear cookies
  • ActiveSync users with older devices may need to reconfigure their email profiles
If we receive a number of email-related problem calls tomorrow that are NOT related to one of the above, we need to escalate to Server Support asap.
Let me know if you have questions.

Packet Capture Process for Outlook Issues

All,

The Network/Telecom teams have asked that we complete a packet capture on machines still having issues with Outlook opening normally. To facilitate this I have put together some basic instructions for installing Wireshark (the application we will use to capture packets) and what to do with the capture file.

Please complete the steps below when remote-connected in to a machine experiencing the Outlook connectivity issue:

On the user machine:

  1. Navigate to \\software\Scratch\Wireshark\ and double-click-on the appropriate Wireshark installer (most or all machines should be 64 bit).
  2. Enter your admin credentials into the UAC prompt.
  3. Click on the following buttons to complete the install: Next > I Agree > Next > Next > Next > Next > Install.
  4. After a couple of minutes, a second install wizard will pop up.
  5. Click on the following buttons to complete the second install: Next > I Agree > Install.
  6. When the second installer finishes, leave the Reboot now radio button selected and click on the Finish button.
  7. Have the user log into Windows when prompted.
  8. Wireshark will complete some additional install steps. When it completes the install, click on the Next button, check the box for Run Wireshark 2.2.0 (64-bit), then click on the Finish button.

When the Wireshark screen comes up:

  1. Click on Capture > Start to start the packet capture.
  2. Launch Outlook and let it run until it either loads or fails to load.
  3. Click on Capture > Stop then File > Save As.
  4. Enter <machine name_ date> as the file name (eg. SOLIT-OP960_28SEPT16) and save it to the user’s desktop.
  5. Move the capture file to \\software\Scratch\Wireshark\, update the ticket with the file name and any other relevant information, and let Max know there is a new capture to review.
  6. Close Wireshark.

If Outlook did not load properly for the user, complete additional troubleshooting steps as needed.

If you have any additional questions, please direct them to Max Cohen.

Service Desk Digest 9/26/2016

Welcome to the start of a new school year!

There is a lot going on. I will do my best to capture the most important updates.

As a reminder: if you are ever wondering about the status of something, please ask me. When I get questions, it reminds me to put it in the digest and share the information with everyone.


Milne Computer Lab Staffing and Support

We were not planning to staff the lab this fall, and the building was supposed to be getting locked outside of Service Desk hours. However, we do not have everything in place to make this work yet. For now, we will be staffing the computer lab, but only during hours when no one is at the Service Desk.

During Service Desk hours, customers may pick up the phone at the desk downstairs and they will ring the call center in 213. If the customer needs help in the lab, we can dispatch someone from the walk-up – please ask in #sd-walkup on Slack. If no one in walk-up is available, we can send someone from the call center to help.

Please NOTE: Client Services supports the computer labs. If it helps, please think of them as CN-supported computers. The customers may not be CN customers, but the computers are ours to manage and support. We have admin access to the computers in the labs, and should create tickets in the Campus Labs queue in Coho for any software or hardware issues we cannot address. Issues in the computer classrooms are higher priority than those in the drop-in lab area as they have the potential to impact instruction.

I’m working on cleaning up lab documentation in ITKnows. For now, please familiarize yourself with at least the following: http://itknows.oregonstate.edu/?p=5982


Changes for IT Support for Dixon Rec, MU, SEC and Cultural Centers

Guy Boulanger was the previous DCA for MU and Dixon Rec departments. He is leaving OSU, but will continue to work part time for the university for a bit.

Some of these groups are being supported by department IT, some will shift to Housing IT under Chris White, and some have come on to CN service.

Dixon Rec – Andrew Struthers (millisa) is their IT contact.

MU, ASOSU, SEC (not DCE) – For now support contacts are as follows:

  • Phone: 71193 (students staffing this and Guy part time for a little while)
  • Email: stuadmin@oregonstate.edu

DCE (a.k.a Cultural Centers) – This group used to be supported by Guy and is coming on to CN support, but have not been onboarded yet. Todd Soli is working on that this week.

AABC – Part of this group used to be supported by Guy and has come on to CN support, but have not been added to Inventory yet. Their student worker accounts will be moved from FS_Mail to CN.

Chris also let me know that his team are hiring two new ITCs – one for Housing and one for Guy’s former customers. Both will report to Chris White and the team will cross-train with each other.

I will be meeting with Chris White in a week or so (once the term has settled down) to nail down good documentation on our side of who does what in their team. For now, please be aware that what RefTool shows for support contact may not be correct for the groups listed above.


Know Thy Customer

If the customer you are helping is a Community Network (CN) customer, you should know that we provide a different level of service to these individuals.

Always look the customer up in RefTool and check the “Support Team” field. If it says Community Network, you need to be aware of the following:

  • We provide desktop support and computer consulting to this customer. Avoid referring them elsewhere unless you are 100% sure that is appropriate.
  • We have responsibility for the good working order and security of the customer’s computer, printer and peripheral devices and will help coordinate with Telecom on network issues.
  • A ticket for a CN customer should not be closed until the problem is resolved. Escalate to management if you are not sure what to do.
  • Some CN customers are in remote offices and there are special workflows with respect to network troubleshooting, computer builds and ordering hardware. Talk to Max if you are not sure about this.
  • We support the person and their computer(s).

Community Network customers pay for contracted desktop support from Client Services, and we need to make sure we are providing the level of service they expect. If you are ever not sure how to handle an interaction with a CN customer, please seek advice from a full-time staff member.

Service Desk Digest 9/23/2016

It was a very busy and somewhat chaotic week and I am tired. I have lots of things to tell you all, but for now, how about some nice survey comments from the past week instead?

Despite some frustrating moments, our team made the week better for a lot of people. Good work, everyone.

Note: In addition to the below, there were two complaints and one suggestion. Both people who complained have been helped and said “thank you” afterward.

Survey Results since this past Sunday:

Thank you for spending weeks and multiple attempts trying to fix the Windows Photo Viewer. I really appreciate your patience.

Yes, the technician was very helpful and solved the problem immediately!

Helpful and efficient with good customer service.

They were persistent until the problem was solved.

Russ was great!

great job

Patrick was excellent! He knew what to look for, what to do and cleaned up some items that may not have contributed to the problem, but could have. He went that extra mile to cover all the bases the first time. It was an intermittent problem and I haven’t had problems since and hopefully this took care of it.

I really appreciated Jessee stopping by within a few minutes of placing my call. He tested the PC and accurately diagnosed the issue and gave me a solution that worked!!!

Gina and Joshua were both great and friendly in assisting me set up my new work computer.

The technicians who helped me were great. I got the information needed and my questions were answered. They were knowledgeable and prompt in the service provided.

She was able to find my missing folder. Extremely happy. Saving me years of work.

it was a qucik email note to check that my comptuer had been updated. It went well.

Super helpful and consistent with communication.

Did a great job

no suggestions, everything looked great.

Tech was great. He stayed with the problem until he had it solved. Greatly appreciated.

Really nice and patient. Very knowledgeable

Nick was able to take care of getting us a shortened simple URL to mail out to 10,000 homes. I had asked Qualtrics, Victor V., and Nick got us one quickly. So HAPPY!!!!

I have had very helpful, knowledgeable interactions with all the technicians I have worked with.

Very helpful and cheerful. Solved the problem in minutes.

Thanks for your nice follow-up note. Again, I’ve been very pleased with my experiences with CN in the past and know you all work hard at what you do. We appreciate what you do.

it was great.

Tech was fantastic!

Everything was great. We were able to get Adobe Acrobat Pro installed on two of our computers to enable us to edit a document quickly.

CJ, was very nice and helped guide me in the right direction to getting my computer fixed. Appreciated the great service.

Its good for me.

The service rep was very patient for me and he was very supportive. Thank you for your great service.

He communicated very well and knew exactly how to solve the situation

The technical was very polite and professional and tried to resolve the issue. Unfortunately, as it turned out, there was no “automated” way to do what I was asking, so I ended up manually transferring the calendar entries from the Google calendar to Outlook.

The service was perfect and the technician was very helpful and nice. He was also very calm even when he couldn’t figure out the problem right away.

Good! Very nice and kind service!

It’s helpful to not only have the problem fixed but also explained. Thanks!

The issue had to do with a listserv I created and though the technician wasn’t 100% familiar with every aspect of the system he was able to figure things out in short order.

I don’t know his name, but he was very helpful and nice

Office 2016 push on Sept 8

Below is the list of AABC machines that were pushed to last night:

AABC01-OP7010
AABC1-OP960
AABCFRONT-OP380
AABCLT1-VOV131
AABCLT2-VO3560
AABCSTAF-OP7020
AABCTEST-OP9010
ACCTSTUD2-OP960
ACCTSTUD-OP9010
ADDINGTS-OP7020
BACHMANT-OP7010
BUNKERT-OP7010
CLARCOUR-E7470
CLARKTRA-OP7020
CONF372-OP980
CREIGHTON-E5540
CUMMINGE-OP3020
CURTB-E5570
DENNISB-E7440
DENNISB-OP990
DOBIEM-OP7010
FEHRINGK-E5550
GOSSA-E7450
HAVRANAN-E5540
HUBERTT-OP7010
KYUNGAEK-E5540
LANES-OP9010
LOMMERSS-OP7020
MACYP-E5550
MAHONERO-E7450
MURPHYD-OP7020
NIELSENB-E7450
PUGHB-OP7020
ROSAJ-E5540
SCHMIDLO-OP7010
STUAABC1-OP990
STUAABC3-OP7020
STUAABC4-OP7020
STUWRK1-OP9010
STUWRK2-OP9010
STUWRK3-OP9020
STUWRK4-OP3020
THOMPSOM-OP7010
THURBERC-OP9010
TOMPKINSM-E5540
WALLACLA-E5540
WARDM-OP7010
WHITCHAD-E5570
WINGERM-OP3020
WOLCOTTL-E7450

Update for AABC in SEC

I have finished manually moving 24 of the machines for the AABC in the Student Experience Center office from the NWS domain to the TSS domain and renaming them using our standard naming convention. I also installed the SCCM client them at the same time so they should start popping into SCCM and will hopefully be available for their Office 2016 push this week.

As part of the join to the TSS domain they will also now be pulling down our standard tree-level GPO and login policies, so the local administrator account should be pushed down and associated services like NiNite should be running against the devices now.

There are two or three devices left to rollover and I will accomplish those when the users return to the office.

Service Desk Digest 9/2/2016

Box

Reminder: the Box soft launch is September 7, 2016. Students and employees will be receiving emails about the launch, and may follow up with us if they have questions.


New CN Customers: AABC and Cultural Centers

We are in the process of on-boarding some new customers in AABC and the Cultural Centers to Community Network service. Their current DCA is Guy Boulanger, and the projects team are working with him on the transition of admin privileges.

A local admin password for the AABC computers can be found in KeePass (search for “AABC”). Also, all CN field techs and Client Services full-time staff have access to zone.mu in Cyder now.

Until on-boarding is complete: If you get a request from an AABC or Cultural Center customer, do your best to help them. If you run into permissions or access issues that prevent assisting the customer, please let me know.

More information to come.


Know Thy Customer

You can learn about the County Extension sites by visiting http://extension.oregonstate.edu.

Baker County Extension is located in Baker City, in the North-East corner of the state. There are 6 Community Network customers at the site. Carole Smith is the regional administrator, and Jayne Kellar is the office manager and CN LRP.  In the past year, we have had 38 tickets from Baker County Extension.

Learn more about Baker County Extension on their website.

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Customer Service Tips

A few customers have complained recently about being kept on hold for a long time, or being put on hold without being told first. Please remember to treat customers as you would like to be treated: tell them when you are going to put them on hold and ask if that is okay. If you are going to be more than a couple of minutes, tell them that. They may want to ask you to call them back later instead. They may not want to be stuck on the phone for a long time while you research a problem.

Related: you should exhaust all resources you can to solve a problem or answer a question, BUT it is also okay to tell the customer you or another tech will get back to them later. If you are completely lost and can’t find any documentation or someone who knows what to do, the problem needs to be escalated to the call mentor on duty, to Max Cohen, or to another full time tech.


Labor Day

Monday is a holiday. The university is closed. Don’t come to work!


Metrics and Feedback

I haven’t had time to put metrics together lately. Also, I’ve had a bit of a rethink about what I want to collect and report on. So, no metrics for you all this time, but I would like to share the following customer survey comments from this week:

“Had to spend some time to figure out what was wrong. Was very polite and finally able to fix the problem and get it fixed.”

“Job well done. Tech had excellent patience and was not in a hurry to get through my requests.”

“talk a little louder, hard to hear you sometimes”

“Problem got fixed in a timely matter.”

“Russ Born was very patient with this vexing problem and he didn’t give up until it was fixed.”

“It was a simple fix but really helpful to have your service readily available.”

“Very quick response and solution!”

“The technician who helped me was wonderful but it took over 2 weeks for a response from the folks that they refered me to. This posed some inconvenience for my job. But I want to reiterate., the technician who initially helped me and continued to follow up with me once you outsourced by issue was wonderful!”

“Vu was fast and knowledgeable. He solved the problem.”

“Excellent assistance and he gave me a different option to use – very friendly!”

“Steven was awesome. He was very thorough and made sure all was well before he left. He also gave me a few tips unrelated that will save me time in future. Thanks a million!!!”

“They resolved the issue that our entire class was experiencing in an expedited fashion”

“Max Cohen and his team went out of their way to accommodate our time critical and complicated requests. As a result, our out of state employees are well equipped for another year recruiting the next class for OSU.”

“Give Josh 2 hours paid lunch every day and a 15% pay increase. He’s the man.”

“It would be helpful if they would have let me know they were going to put me on hold.”

“Was able to get the problem fixed.”

“Great Job!!!”

“I am very impressed with Kirsten Petersen’s attention to my computer issues. In this case, she was responsible for Jon Dowd contacting me. Jon explained wonderfully what was going on and gave me a few solutions. I now understand something that had been bugging me for a while. Thank you very much, Jon and Kirsten.” (Gosh, I never get one of these!)

“Wonderful! Came to my office quickly ( as the issue could not be resolved over the phone).”

“Many Thanks!!!!”

“He was very patient with me”

“No suggestions – the tech was helpful as always!”

“No suggestions – the techs ROCK!”

“THANKS!!!!”

“He was courteous and knowledgeable”

“I appreciated getting a very speedy resolution to my issue as I had to be on an important business meeting via google-hangouts and the technician made sure my equipement was set up properly.”

“Thank you!”

“My issue was resolved very quickly. Thanks!”