Reminder:
The TD training sessions for Wednesday and Friday will be held in Withycombe 205.
The Thursday evening session will be held in Milne 228.
Training schedule here:
Reminder:
The TD training sessions for Wednesday and Friday will be held in Withycombe 205.
The Thursday evening session will be held in Milne 228.
Training schedule here:
TeamDynamix Go Live November 16
Reminder: The IS Service Desk will be moving from Coho to TeamDynamix on November 16, 2016.
In addition to the TD training, you may find the following documentation helpful:
IT Service Management – TeamDynamix (Service page for ITSM)
Noisy Construction
Beginning Wednesday, 11/2, contractors will be doing some concrete drilling in Milne 212 (the data center) for the new fire suppression system.
If the noise is too loud to continue support calls, please let the caller know there is construction, that we apologize for the disruption, and that you will return their call shortly.
We don’t know exactly when the drilling will be, nor how loud.
Casper Server Upgraded 10/31
James Dudzik upgraded the Casper server Monday evening. James recommends downloading the v9.96 Casper tools, which are located here: \\software.oregonstate.edu\Utilities\Casper JAMF
More information about Casper: Casper Suite Tool Guide
New Major Incident Team and Process
Information Services is working out the details of a new plan for responding to major incidents that have widespread campus impact – such as outages for the network, Canvas, Banner or Exchange. The goal of the outage communications plan is to get information to campus as quickly as possible via whatever technologies are available at the time.
The Incident Management Team (IMT) will use Rave to coordinate with each other at the start of an outage. An Incident Commander and Communications Lead (sometimes the same person) will be designated, and the Comm-L will send the initial Outage communication to campus.
The team is working to incorporate Rave (OSU Alert) into the Outage communications, so that end-users may opt to receive outage notices via SMS text. A sign-up form for OSU IT Outages can be found on the Service Request Forms page.
For now, Service Desk should still follow our normal steps during an outage: create a master ticket to link other tickets to and notify a supervisor or manager.
Oracle Database Migration over Thanksgiving
Enterprise Computing are planning to do Oracle database migrations over the Thanksgiving break. Some users, particularly of BI query, will need to make configuration changes. More information to follow.
Box Accounts for Associates (INTO, Foundation)
People who are associates and not employees (such as many folks in INTO and OSU Foundation) do not currently have access to a Box account through OSU. They may create a free Box account associated with a non-OSU email address. They are not limited to the free account quotas so long as they are sharing with a folder that is owned by an OSU person.
The decision to allow other users into the OSU Box instance will likely not be revisited until at least next fall.
New Hires for Service Desk
Max is in the process of on-boarding 8 new student workers for the Service Desk. The new hires will be in-training for several weeks, but by next term our staffing levels should be much better.
We will not do another round of hiring until Spring, most likely.
Handing Off Tickets or How to Be Kind to Your Coworkers
Please put all pertinent information about the customer and their computer in the ticket in a timely fashion.
If referring a customer from Call Center to WalkUp, make sure to:
When sending a CN field tech to visit a customer on site:
When working with a customer at WalkUp or Call Center, always check for open tickets for that person.
Remember: the ticket is like the customer’s medical chart at a hospital. It should have all the information that another technician would need to know the status of this issue and to help the customer.
Also note: the most frequent customer complaint I have seen lately is that they had to repeat their problem description when working with a second tech. So, please be kind to our customers, too. Review the ticket so they don’t have to repeat themselves.