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.