Mac Domain Join Update

The process for joining CN Mac computers to the domain has been updated. The domain join through casper now uses an account that we control that lives on the ONID domain. The domain join policy is set up to join all CN Mac computers to onid/delegated/tss/information services/client services/OSU Computer Helpdesk/Computers/CN Mac Computers. After joining a machine to the domain, verify that it is indeed in that location.

The domain bind policy can be found in Casper Self Service.

Remember: Joining macs are still only to be done in extreme circumstances of multiple (4+) users.

As always, if you have any questions feel free to ask away!

-CJ

Ballard New Core Status

We’re “complete” with the new core cutover for our customers in Ballard. As part of the building remodel, new core gear was installed in a new switch closet on the third floor, and is set up in parallel with the old core gear (new ports in all the offices, etc). The old core gear is scheduled to be turned off and removed sometime over the winter break. At this point, there are just a couple things left to do:

  • There are a couple ports that need to be patched in the switch closet by Telecom
  • Folks who have been out of the office with a laptop (or machines we were otherwise unable to get into with the customer there) will need to call in to get printers fixed.

The TD ticket with all of the printer info on the migration is #2291635 – if customers call in needing to have their printers fixed, this should be a quick thing over the phone. If we need to actually move someone to a new core port (e.g. they’re on 128.193.x.y space), that can be a standard field job if the customer isn’t comfortable moving to the new network jack (There are spare patch cables in the new switch closet, 328A)

Casper Self Service Updates

The following applications have been updated to the latest version in Self Service:

  • VLC (2.2.4)
  • Google Chrome (54)
  • Google Earth (7.1)
  • Firefox (ESR 45)

Due to lack of use and out of date software, the following application policies have been retired in Self Service:

  • Google Drive
  • Skype
  • Office 2011

If anyone has any questions, feel free to let me know!

-CJ

Oracle Database Move/Upgrade – November 24 – 27

Over the Thanksgiving holiday, Enterprise Computing will be upgrading/moving OSU’s administrative Oracle databases (what powers Banner, Data Warehouse, Nolij, and many other services/applications). Notices have already gone out to Outages as well as DCA-All, and a notice will also be going out to users with some level of access to these databases.

What this means for us:
After the database move/upgrade, users will need to use an updated TNSNames.ora file to point to the new location. This file is located in the <Oracle install directory>\Network\Admin folder (typically c:\Oracle\Ora11\Network\Admin). A basic version of this new file (with the standard “OSU” connections) is located at \\software\software\Oracle\11\TNSNAMES\OSU

Starting on Saturday, November 26th, we’ll be pushing the updated version of the file to machines that have the standard TNSNames.ora in the standard location (and thus can be safely overwritten). This covers around 90% of the oracle installs across the fleet.

For users with a nonstandard TNSNames.ora file (or one in a nonstandard location), we cannot safely overwrite the file. These users will be notified of this separately, and may call in for assistance. If all someone accesses is OSU resources, we can assist in replacing the file (rename the old file first). If a user has a customized file, we’ll need to assist them in updating the file via the instructions located in this helpdoc: http://oregonstate.edu/helpdocs/osu-applications/oracle-connections-administrative-databases

The escalation path for issues arising from this change is:

Service Desk -> IT Support Group/DCA (if not a CN customer) -> ACT Support (ACT_Support@lists.oregonstate.edu)

Changes to Windows 10 Updates

For our Windows 10 clients, we’re making the following changes to how we handle updates. First of all, we’re going to be changing to use Windows 10 CB (Current Branch) for updates and servicing, instead of Windows 10 LTSB (Long Term Servicing Branch). LTSB is generally intended to be used in cases where feature updates are undesirable (e.g. medical equipment, lab equipment, or other specialized + sensitive hardware is attached to the machine), but it also removes many features that customers may want to use (Built in photo viewer, edge browser, Cortana, etc).

Windows 10 updates fall into one of two categories:

  • Updates are security updates and fixes to existing components/features.
  • Upgrades are additional features/functionality (which may also include security updates).

Both categories are set to be immediately available to Client Services internal machines (once they’re approved in WSUS). Customer machines will receive updates on a one week delay, and will receive upgrades on a one month delay.

One important note here is that because the delays for customer machines are implemented via group policy, moving a machine to one of the NoGPO OUs will make all current updates available to that machine. If there are any pending Upgrades, the next reboot may take significantly longer than expected!

TeamDynamix Reminder: Cut-Over on 11/16

Starting Wednesday, 11/16, all new tickets and ticket updates will be made in TeamDynamix – for Client Services and Server Support.
On Tuesday evening, we will be migrating unresolved tickets over from Coho to TD and notifying customers their tickets have been moved.
Documentation about TD can be found here: http://itknows.oregonstate.edu/?p=8322
If you missed the TD training sessions, please get in touch with Max Cohen.

Service Desk Digest 11/8/2016

TeamDynamix Reminder

Reminder that on the evening of Tuesday, 11/15, we will be migrating all open tickets in the following Coho queues to TeamDynamix. Starting Wednesday morning (11/16), all new tickets and ticket updates will happen in TeamDynamix.

Coho queues being cut-over to TD for 11/16:

  • CN Accounts
  • CN Base
  • CN Recommendations
  • CN Build Bench
  • CN Remote
  • Campus Labs Support
  • OCH Walk Up
  • Server Support

Know Thy Customer

Chris Sinnett put together a diagram of all Community Network customer departments by organizational chart. A copy of this can be found on the poster outside my cube. Please send additions or corrections to Chris as we will be printing a couple more of these.


Skype for Business for Mac Client

CJ has added a package for the new Skype Mac client on Casper Self-Service. It will replace the existing Lync client.

Please send any feedback to Kirsten and CJ.


OSU Cascades IT Manager Position Open

IS Client Services is recruiting a new IT manager position for the team out at OSU Cascades in Bend, Oregon. The position closes in early December.

https://jobs.oregonstate.edu/postings/34696


Veterans’ Day is This Friday

Don’t come to work (or class) this Friday, November 11 – it’s a holiday and the university is closed.


Service Desk Help Form Changes

There is a form on the IS Service Desk site that allows customers to create a ticket in our queue. Previously the subject line was a generic “Helpform submission” type of text.

I have modified the form to include a required Title field, which will be the subject line on the ticket.

FYI, unlike Coho, TeamDynamix will allow us to change a ticket title after it has been created. Still, I thought this change would be beneficial in providing more descriptive ticket titles to facilitate queue triage.

I also changed the email target on the form from osucomputerhelpdesk@oregonstate.edu to service.desk@oregonstate.edu.


Enhanced Classrooms

The list of classrooms supported by Classroom Technology Services can be found here: http://is.oregonstate.edu/service/classroom-technology

Each enhanced classroom has a phone in it that dials the Presentation Support team.

If we receive a call from one of these classrooms, it is okay to do a warm transfer to Presentation Support. They can be reached at 73806.

Service InfoSheet in ITKnows is in progress: http://itknows.oregonstate.edu/?p=9570

Skype for Business for Mac now in Self Service

I have created a package and policy for Skype for Business, the long awaited replacement for the Lync client. The policy uninstalls the old lync client and installs Skype for Business.

Currently it is only available via Self Service for machines running El Cap or Sierra. I am working on getting the images updated as well.

As always, if you have any questions, don’t hesitate to ask!

-CJ

macOS Sierra Status

The new macOS Sierra is currently in “Early Adopter/Not Recommended” phase for CN customers, per our OS Life Cycle: http://is.oregonstate.edu/cn/operating-system-life-cycle-information

On 11/4, all CN customers were notified of this status.

CJ has built an image for Sierra, and he and James Dudzik are in the process of testing it on various hardware.

Todd has documented known issues and resolutions/work-arounds for Sierra in the Apple OS Reference Guide in ITKnows.

A customer-facing document for known issues in Sierra can be found here: http://oregonstate.edu/helpdocs/faq/macos-sierra-known-issues-and-work-arounds

Although we are not recommending Sierra at this time, CN customers are welcome to upgrade if they want to. Please make sure they know to do a backup first, and make sure they are aware of the known issues. We should also set the expectation that our support will be “best effort” as we are not yet very familiar with Sierra.

Please note that the above information applies to CN customers/machines. Service Desk support of operating systems for personal devices is already “best effort” only.

Official Standard Operating Systems for CN

To clarify things for us and our customers, the following page will document the CN support status of operating systems:

http://is.oregonstate.edu/cn/operating-system-life-cycle-information

Please note that our standard Windows OS is now Windows 10 Current Branch.

We are still working on the process for testing and approving new operating systems for the CN fleet. More information on that later.

Please note the above applies only to CN supported computers. For personal devices, we support all operating systems on a “best effort” basis.

Let me know if you have questions or concerns.