Service Desk Digest 12/29/2016

Friday, December 30

We have a few folks out Friday. David Williams will be mentoring in the Walkup, and Robin Castle in the Call Center. Please take any management issues to Lucas Friedrichsen.


Windows 10 CB 1607 update

Ben and I have been discussing the pending 1607 update for Windows 10 Current Branch. Initially we were concerned that this rather large update might impact customers negatively, and this update has consequently been on pause for some time.

However, Ben confirmed today that there are only 60 machines in the CN fleet that will receive the update when we make it available. Furthermore, machines in Client Services that have already received the update have not experienced issues.

Given this, we will make the 1607 update available starting Tuesday, January 3.

Please review Ben’s recent blog post regarding Windows updates if you have not already:

Reminder: “Service Desk Escalation” Group in TeamDynamix

 In case you missed my update last week about TeamDynamix workflow changes, please review.

In particular: please note that there is now a responsibility group called “Service Desk – Escalation” that you can assign a ticket to if you are not sure what to do next. The escalation team will review the ticket and either reassign it to someone else or provide you with instructions to complete the ticket.

Welcome ECTU Team to Milne

The Extension Computing Technology Unit (ECTU) – Lisa Gillis, Wayne Jardine, and Victor Villegas – have moved from Ballard Hall to the downstairs office in Milne Computer Center. Please join me in welcoming them!

Save the Date: January 6 LAN Night

Our Winter LAN night will be on Friday, January 6 in the Milne lab. Small contributions towards pizza – or contributions of drinks and snacks – are appreciated.

There will be table top games in addition to network games.

More details to follow.

Known Outlook Issues

There are two known issues related to Outlook that are being tracked as problem tickets in TeamDynamix:

  • Autodiscover pop-ups: 2408449
  • Outlook prompting to restart: 2433305

 

Server Support are making changes next week that should hopefully alleviate both issues.

A work-around for the autodiscover issue is listed in the parent ticket.

For the Outlook restart prompt issue: please DO NOT rebuild Outlook or Windows profiles. It won’t help with the issue. Instead, please collect information about when the problem happens (e.g. when docking/undocking a laptop, or when waking from sleep mode, etc.) and link the ticket to the parent.

Finance Data Warehouse (FISDW) Access Removal 

Access to FISDW will be revoked for most tables on 12/31. There is a parent ticket with more information and to link related issues here: 2429394 

FISDW customers have been notified of this change and are encouraged to use Core instead.

Fun, random fact: the Norte Chico civilization located in modern-day Peru is the oldest known civilization of the Americas, with the first city dated to about 3500 BC. According to Charles C. Mann in 1491, Norte Chico is the second oldest complex civilization in the world. Tell your friends.

Have a great New Year, everyone!

TeamDynamix items – Week of December 19th – 23rd

  1. IS Web and Mobile Services (CWS) using TeamDynamix

Wednesday December 21st, Web and Mobile Services staff were trained and started using TeamDynamix for tickets. They will process old tickets in COHO and new tickets in TeamDynamix.

Need to assign a ticket or task to them, the group is: Web and Mobile Services (CWS)

2. Known issue: Customers responding to on-hold tickets, not going back to a certain status.

Situation: If a customer responds to a ticket that is on-hold, that ticket goes back to it’s previous state, even if that state was closed.

Current workarounds:  If you work on a ticket that is closed, please update the ticket to “open” first. Then update again if you need to set another on-hold status. Additionally, a ticket report that shows when a customer responds to a ticket, regardless of ticket state. Max and Kirsten have access to that report.

Vendor feedback status: A feature request has been submitted to TD to let us set the status of tickets when customers respond.

3. Known issue: Multiple requestors listed with the same name, it’s hard to know which one to select.

Current workarounds: put in the ONID username for the person.

Vendor feedback status: A feature request has been submitted to TD to show the e-mail address for the person who is being selected.

4. Known issue: Same person listed twice

Duplicate accounts were created in TD initially with RefTool2 creating them. That was disabled so there are not many duplicate entries.

Status – Lucas is merging those together.

5. Asset management

Todd Soli is continuing to engage with Client Services staff to understand our needs around Asset Management. Some high level goals of Asset management for Client Services are: stop using Inventory, integrate with SCCM and Casper as best we can to get data from those systems. All of those are in hopes/plan to reduce or eliminate manual entry of data that is automatically generated and maintained elsewhere.

Lucas is engaging with groups outside Client Services about their needs/wants/goals of Asset Management.

6. Client Portal

Lucas is working with the IT Communications Manager next week to brand the Client Portal. Once that is done, some testing has been performed, documentation and communications created, we will roll that out so customers can view their tickets and submit. Ideally that will be before Winter Term begins.

7. Knowledgebase

Kirsten, Jade Trujillo and John Pelkey have started looking at what Knowledgebase has to offer. Staff from CWS will be granted access to help with that investigation also.

High level plan/thoughts – Migrate HelpDocs to the TD knowledgebase. Refer to Kirsten’s recent post about this also.

8. Ticketing application access – IT, Forestry IT, ROOTs IT

Rights were added for all internal staff currently using TD to see both ticketing applications and move tickets into those. – “IT”; Forestry IT, ROOTs IT

If you need to move a ticket, click on “actions” then “move to application”. Read the form and fill out the fields.

9. People import / integration update

Lance Duddlesten is working hard and revamping the Banner to TDx integration. He has been refining that with Grouper groups to make the process more effective. While he is doing that, he is performing manual updates of data between Banner and TDx. Meaning, he runs the querys/jobs to update TDx from Banner instead of those happening on a schedule.

What this means for you, some data might be out of data for customers. If you run into that, or a customer/person that is NOT listed in TD, please inform Lucas.

10. TD/ITSM Steering Committee

Lucas is working with Lisa to get the next meeting scheduled for the steering committee. The group is discussing/reviewing and providing input on the direction of TD/ITSM. The first charge is related to customer notification templates and a high level roadmap of the groups and functionality to turn on/investigate for TD.

11. Next group to on-board into TDx

Office of Information Security. Date has not been selected yet.

Happy holidays!

Customer Feedback 12/1-12/22

I got a bit behind on reviewing customer surveys. The following comments are for surveys from 12/1/2016 to 12/22/2016. There were some really nice comments here and some shout-outs for specific techs.

Happy holidays, everyone. 🙂

~~

Thank you! Amazing response and service

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Brandon was courteous and knowledgeable.

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Thanks so much. The staff were all excellent! They took care of the problem, and I sincerely appreciate their work. It saved me a lot of heartache.

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Responsed very quick and directly to the point

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The person who picked up the computer was great! He was friendly and he thought to ask if there were any special requests and also if there was a preferred time frame for delivery. The person who dropped of the computer was also great. He was very helpful and pleasant.

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Friendly, helpful and she knew what she was doing. Thanks.

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A request was made by UABC to link our copier with a UABC folder. This was done, and everything works fine on both ends.

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Easy, automatic and quick response

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Max helped troubleshoot my issue. Works like a charm!

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This service was quick and easy.

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Solved my issue in very short time

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They were very helpful. When I called the issue couldn’t be solved but she ended up calling me back at home and solved the issue. Thank you, I didn’t expect a call back.

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I really appreciated the follow-up emails and phone call to check in about the situation.

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Person was professional and helpful.

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All of the staff I dealt with at the service desk were extremely patient and helpful in resolving my computer problems.
service was friendly and quick.

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I appreciated the tech going back and testing my issues on various computers/set ups and letting me know along the way what he discovered. Though the end results was I cannot run Photoshop on my Mac due to a photoshop version issues, at least I know its not ME or my computers, its a company issue. I appreciate the help and communication from CN

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Staff took the time to work through this somewhat complex issue during an intense support demand cycle. I was very appreciative of the time that was shared to resolve this issue.

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Patient and helpful. Solved my computer issue remotely.

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very helpful.

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Everyone has been helpful, friendly, and informative.

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John was very nice and skilled. He solved the problem quickly and with good humor. Thank you.

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Request and completion of service request was within 4 hours – exceptional! Took me longer to remember to submit the request!

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All staff I talked to were very responsive to my needs. Great help, thank you.

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Thank you so much for fixing the problem!

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I had to keep coming back but not because of something they did just because of issues continuing to come up and they were very helpful when I had to keep coming back.

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This was my fault- I totally forgot to use the VPN before trying to access my P drive. The person helping me was patient and friendly and stayed with me until I was logged in, even though I knew immediately what I had done wrong. I always appreciate the friendly service I get when I call the help line.

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shannon is the best!

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What information was available for the MBA classes, and connection to Portland OHSU was given me in a timely manor.

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Victor is always great to work with. Overall your team is knowledgeable and extremely helpful.

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Vu was very helpful and able to get my mapping problem solved.He took it to the appropriate person and got it taken care of. He also wrote good notes so the person that I called back and spoke with knew all I needed to do was relog-in to my computer.

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The service was quick and excellent. The technician went above and beyond to do the install and explain other features of the OSU network that I was unaware of. Thanks so much.

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Very helpful and gave me the tools I need so that I can be more independent with installations.

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Ben did an excellent job helping me with my situation.

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Great help!

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The gentleman who assisted me was patient, thorough, and extremely courteous. I am not proficient in using computer systems, and he was gracious and walked me through the steps and I easily reset my password. Thank you.

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The service is good and the staff are very nice and helpful and they try their best to help the students.

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This request was more complicated than any of us expected, and required a follow up call to get all the access set up correctly, but everybody was very kind and responsive. CN is great to work with.

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The Service Desk staff is always courteous, prompt, and willing to work through my problems. I really appreciate that they don’t make me feel I am bothering them!

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Very fast reply to the urgent issue/question and we found the recordings in the suggested location (media.oregonstate.edu)

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Very helpful and patient

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Quick and easy resolution, very personable on the phone. A+!!!

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I have had several times this past year to contact the service desk for something about our equipment. Every interaction has been very professional and the service has always been in a timely manner, with everything sorted out and the system up and running again. They are a great group of people to work with.

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We received the help we needed in a timely manor.

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The service staff is always helpful. Thanks!

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Both the person I scheduled with and the person who did the interview were wonderful! Knowledgeable, helpful, made things as easy as possible, very understanding of context….it was an unmitigated pleasure! Thank you.

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Staff was able to fix the problem quickly.

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Mike did and excellent job! Thanks again!

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Worked directly with Shannon Osborne at OSU-Cascades. He spent hours with my computer and station to determine and remedy the problem. Shannon is a true gift to us at Cascades.

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I had a very good experience from the IT staff. They were friendly, and worked diligently to fix my problem.

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My question was answered quickly. I could tell the person who answered was in training as I heard the trainer direct her, but it didn’t delay anything…all went well. The trainer quickly directed, and it’s encouraging when new people have good guidance.

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Thanks for following through

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Max was very helpful and got the problem solved over the phone.

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Robin was great and stuck with me and the problem until it was resolved.

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John was very helpful. He gave me the answer I needed, made the changes I requested and offered CN services for any future needs.

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I can’t remember the name of the woman who helped me (it was only 24 hours ago, this is embarrassing) but she was a bulletproof professional. I have worked in lots of over-the-phone customer-service jobs, and the Service Desk Tech who helped me, sustained my ongoing amazement at how patient and friendly OSU’s Service Desk staff are. You / your staff / everyone I’ve ever dealt with in person or on the phone has been fantastic.

Having your department to rely on has freed up hours of frustration on my end. At other jobs, I’ve had to be my own tech help, or had to wait, or had to deal with someone who was unpleasant, even if they could create a good outcome.

Whatever you’re doing to get good staff and keep them this happy – keep doing it. Calling your technicians is like waving a magic wand, I love it, and your phone number is the first one I memorized when I started new here about 1 year ago.

Have a great holiday and take care of your technicians!

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Staff came and fixed my problem, and ended up fixing another too. Thats good service.

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Always super friendly and helpful!
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Excellent! Also went out of the way to get my voicemail working.

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Great service and fast.

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She was very helpful and friendly!!

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Thank you! Thank you! I’m glad she had encountered a similar problem before so she knew the likely cause. 🙂

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Patrick was a great help getting the new tower and components installed for us. I would definitely like to work with him again!

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Any time I have called for assistance everyone has been very nice and helpful and have gone out of their way to solve the issue. Thank you all.

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Thanks for all the help!

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Everyone who helped me was kind, knowledgeable and explained everything thoroughly. My computer was fixed promptly and correctly. Plus that two people who helped me when I went to pick up my computer were extremely attractive. So, thank you.

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The Help Desk staff got back to me promptly. Because the issues were caused by the Banner upgrade, it was resolved before I have a chance to talk to the help desk folks. The help desk staff are always helpful. I am truly appreciated all their help!

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Max jumped on this asap. Chris made the update quickly and Max notified me that it was complete. First rate service!

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Very friendly staff willing to help with even the simplest things. Make my morning much more pleasant 🙂

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The staffs were able to resolve the issues that I’ve been having in a timely manner

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Came the day before appointment was set (the day of the request) and had the build done the very next day. Very appreciative of the timeliness. Thank you.

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I always get great service

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Very kind and very helpful!

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The technician knew exactly where to look on my computer (remotely) to find that I already had the software I was looking for.
great service as always.

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Did a great job and was extremely fast.

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Service Desk staff are friendly, efficient and helpful. I have had many interactions with them over the course of Fall Term 2016 and each of those interactions has been very positive and successful.

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great service

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Ryan was very friendly and helpful. I appreciated the time he gave me.

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Very helpful as usual.

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Responded within 24 hours, offered ways to solve problem.

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Prompt service.

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Awesome Help!

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So nice!

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Extremely helpful and patient.

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Representative was very helpful, respectfully, and friendly.

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I had just a short question, but it was handled efficiently and successfully. Thanks!

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Excellent help as always.

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I enjoy working with Greg Chilcote. He’s always patient and thorough. My issue is resolved completely.

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All staff are extremely helpful and patient with those of us who are sometimes tech challenged! I find them easy to work with and my cries for help are usually handled in short order! Thanks so much for doing a great job!

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The tech knew exactly how to fix this. I was deilghted, and he helped guide me through a few questions I had about the Outlook inbox as well.

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Customer Service is always excellent, but in this particular case, it was above and beyond! A tech was able to come to my office and resolve my issues the same day I worked with someone over the phone. I couldn’t be happier.

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Excellent service–always!

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Excellent service. Took the man less than a minute to find the answer to my inquiry. Thanks!! You are awesome.

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They always solve my problem efficiently and with a great attitude.

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Very responsive and thorough!

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very fast and efficient

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Service was terrific – friendly and helpful! I really appreciated the support!

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CN staff is always very helpful with a great attitude.

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The staff member I spoke to (I’m sorry, I don’t remember his name!) was extremely helpful and patient with me. He got my problem solved in no time. Thank you!

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Staff were knowledgeable and helpful. Very efficient response.
thank you. always happy with the help i receive!

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Very helpful and fast!

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Anytime I have had a issue no matter how big or small they were always able to solve it and are always friendly and courteous

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John was very quick in responding to my issue. I appreciated that he contacted the AppWorx specific service staff on my behalf rather than just transferring me. Thanks!

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Quick response and communication with staff. Very easy to work with, thank you!

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Very patient, very expedient, was able to “translate” my non-IT descriptions to understand the issue to be able to solve it

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It was difficult to get my Oregon state Outlook account up and running on my home computer; it took an hour. The service desk was upbeat and determined to get the job done and I thank them for their perseverance. It is now working well.

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She was very nice and answered all my questions. I have talked with her before and I hope that if I ever had any more tech problems,I would get her.

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The responses by the service desk have always been quick and courteous. I appreciated the response and explanation of the issue so that I can better prepare to avoid similar scheduling issues in the future. Thanks!

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I always have a positive experience when I call the Service Desk for help. The staff are very professional, kind, and most of very patient with me. They always explain what they are doing, why a problem may be occurring and how to resolve the issue. They often even teach me how to trouble shoot on my own if a similar situation were to arise in the future. I really appreciate this! They are wonderful and I feel very supported by the IT staff!!!

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Service has been great

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The service was great, and I appreciated it very much. Thank you
Good, fast service. Asked good questions to clarify our needs and took care of the request promptly.

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Very nice, quick and easy

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Problem was recognized and fixed with in minutes. 100% satisfied.

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Very helpful and always pleasant talking.

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Prompt response to ticket and followup issues related to other computers. Clear and concise communication.

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Great as always. Thanks.

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Very quickly done. Only thing I’d have improved on is if I could have done it myself — seems like something I shouldn’t have to have you guys do! They suggested I take Drupal training, which I guess I can/will do, but again, something like this seems like an item that individuals should be able to update without having to do web training. Anyway, thanks!

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The problem was fixed~

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Thank you for your always-excellent support.

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Thanks for the prompt response. Was able to get Statgraphics updated and proceed with tasks. Thanks

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Staff has been very helpful during a computer crash and transition to an alternate computer.  Each problem was solved and very quickly.

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friendly, honest and efficient service

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Really great service by Shannon

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The staff at the service desk are, as always, easy to work with and quite helpful.

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I worked with Vu, Kevin, and Robin… each of whom tried a different approach to solving the problem. Unfortunately it did take several attempts and several hours to find the solution, bu the staff were very courteous and professional throughout!

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Quick turn around – 2 days. Haven’t been able to test yet since the person on account is out of office this week!
Thanks as always for your help!

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Very helpful tech – Jade. Got what I needed!

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Friendly staff. Very helpful and quick.

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appreciate the fast responses!

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Whenever I have questions or problems with university computer services, the response are always timely and helpful. I simply reported junk mail winding up in my In Box because I assumed that you would want to know.

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The staff was attentive to my needs.

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turned out that i didn’t get the right info the first time–that on wireless, we don’t have the capability to do this procedure. That being said, I found the first guy i talked with to be very thorough in his strategies and he tried to be very helpful, was very courteous.

I don’t usually respond to these surveys as i am quite satisfied with the tech support from OSU, but i thought he went above and beyond to try to help me solve my issues.
thanks

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Very friendly and quick.

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Todd Soli is our liason and was very responsive.

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I’ve called numerous times for different things, and appreciate the help I get each time. I’m still waiting for another mailbox to merge into my account for employee benefits, and wasn’t given a timeline on when that would happen. Everything else has been set up though.

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Brandon was helpful and quickly logged on to my machine so he could see what the problem was and make sure everything was cleared up.

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Issue was not resolved, but was given an alternative way to complete the job.

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I had three problems of IT needed to be solved. Ken was polite and good. Unfortunately, the printer issue did not completely work out. I had problem again. Thanks for asking.

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the data was backed up very well and in the said time

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The issue was resolved in about a day – thanks very much for the help!

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They figured out the fix very quickly and had it resolved in 5 min or less via screen connect. Only thing that would have been better is if there was an explanation on what caused Outlook to change the notification method on its own.

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Everybody was helpful

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“Once I spoke to the tech we worked through the problem quickly. I would have given an Excellent but I had been sending emails to “”spam reporting”” for 2 weeks prior and had gotten no response and no relief from the deluge of “”inappropriate”” emails.
Thanks for the help”

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Staff member did check colleagues when it was not obvious yet that there was a larger Box issue. So happy to not get a pat “we don’t see anything wrong” answer.

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Good feedback and timely responses

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I would’ve preferred if they were able to take it down themselves, but they gave a thorough response on how I could take it down myself.

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Very helpful

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Staff were very helpful in getting my computer to log into the OSU site from an off campus location.

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I use the services from off campus and have found the staff quite helpful.

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Keenan was a delight to work with as he was professional, ensured my questions were answered, and quick to deal with my request. In the beginning, I was passed back and forth between CN and the Information Systems Classroom Technology Department, but once Keenan took over, he combined my three tickets into one and everything went smoothly.

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No complaints

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Service was great and fast, really needed especially during finals week. 🙂
~~

 

ITKnows, HelpDocs and TeamDynamix KB

I had feedback today that the recent reorganization of content in ITKnows has caused some trouble – particularly where articles had been linked elsewhere (e.g. in Canvas) and the articles were later combined into guides.

As of a couple months ago, we had over 400 articles in ITKnows, many of them were repeats, and given our reorganizations over the Summer, the layout no longer made sense. With help from Todd and others we worked to collapse those articles into guides organized by topic, clarified the categories into which new articles should go, added templates to facilitate creation of new content, archived duplicates, and published many articles that were pending review.

The reorganization of documents in ITKnows is done, now, for the most part. Things should not continue to move. However…

TeamDynamix has a built-in knowledge base that comes with several benefits. (It has some limitations, too.) One of the benefits is that we can put all of our documentation – public and private – in one place, meaning we only have one place to search across both sets. TD’s KB also has the concept of Article IDs, which will make linking to and sharing documents easier.  Referencing an article by ID number gets us away from the problem of linking to a URL that might one day change.

We are in the process of reviewing the features of TD’s KB right now, and I do not plan to immediately move our ITKnows content there. What we have in ITKnows is working for the most part. However, we are looking at TD as a possible new location for the HelpDocs pages. An important dependency for that is to have the TD client portal enabled, and we are hoping to have that accomplished by January. HelpDocs is currently on Drupal 6, and I think is higher priority at this time.

One issue I am aware of for the new format of the guides in ITKnows is that you cannot do a Ctrl-F and search the page to quickly locate content. The guide format looks nice, but is not friendly for quick reference. I will be working on some alternative layouts to make that easier. It’s worth mentioning that if TeamDynamix’ KB looks like it is going to be a winner, we may end up moving our internal documents there soon. I just don’t have enough experience with it yet to speak to that, and don’t want to over-promise.

So, TL;DR:

  • I will be working on the guide format to make searching in ITKnows easier.
  • I’m sorry I broke your links. It was necessary to get ITKnows under control. The breakage should not continue until/unless we move to TD’s KB.
  • We are evaluating TD’s KB as a replacement for HelpDocs (customer-facing documentation) first so we can get off of Drupal 6.
  • The client portal needs to be turned on for TD, and that should be happening in the next few weeks.

Let me know if you have questions or concerns about documentation that I have not addressed.

 

OSU Alert (Rave) and New OSU IT Outages List

As you may know, OSU Alert (Rave) is OSU’s system for sending emergency alert notifications.

Recently, Information Services has implemented a new process for coordinating on major IT service outages. As part of this effort, there is a new list in OSU Alert for notifying people of OSU IT Outages.

People can request sign-up to the OSU IT Outages list with the request form on our site here: http://is.oregonstate.edu/cn/webform/enroll-osu-it-outages-alert-notification-system

The form creates a request assigned to the Service Desk queue. Everyone in the Service Desk has “help desk” access to the OSU Alert system. It is our responsibility to add users to the OSU IT Outages list in OSU Alert when requested. Instructions are in the OSU Alert ITKnows article. (Note: this process may be automated later, but for now is manual.)

I have updated help desk access for all of our technicians. If you are not able to see and modify list memberships for users in OSU Alert, please let me know.

I encourage you all to add yourselves to the OSU IT Outages list if you would like to receive notification of major service outages.

Valley Library 4th Floor West New Core Migration

Vlib 4th floor (West) is moving to new core this evening! See the TD master ticket @ https://oregonstate.teamdynamix.com/TDNext/Apps/425/Tickets/TicketDet.aspx?TicketID=fBYS5BZTYRg_ for more details.


Telecommunications / Network Services is cutting over the West side of the Library 4th floor this evening (7pm – 6am is the outage window, though they expect to be done before midnight).

This is for the Extended Campus / PACE / CWS / SMS half of the 4th floor. From a network perspective, the floor is split in half along the hallway that runs from the front desk to the Drinkward conference room.

Units/devices should end up in the following security contexts:
Extended Campus – CN_IRS
PACE – CN_IRS
SMS – CN_IRS
Library – CN_IRS
CWS – CN_UnivAdmin
Printers – CN_Printers

At Extended Campus / PACE’s request, the two front desk printers and the 4943 Ricoh are being deployed to all Extended Campus / PACE users.

Ken and Steven are scheduled to be on site for the morning of the 20th, and this ticket can be used to link in any follow up items that come in to the call center. Tyler from Telecom will also be on standby in the event we need any ports patched or VLAN changes made.

Ticket Workflow Changes

In response to feedback from many of you as well as advice from our TD consultant, I am making a few changes to the way we use TeamDynamix.

The biggest change is that we are going to assign tickets to an individual technician who will have the responsibility to see them through to resolution.  There are some potential pitfalls with this method, but there are advantages, too.

Please read below and let me know if you have questions. I am in the process of updating the ISCS Service Desk Process Guide in ITKnows to reflect these changes. We will also be scheduling another round of TD training, probably in January.

TD workflow changes for Call Center/Field (** See note below regarding Walkup/Bench):

  • A queue triage role will be established. This person will categorize, prioritize and assign tickets to technicians. (Ticket triage process is documented in ITKnows.)
  • When starting your shift, look at “Assigned To Me” first. The easiest way to find that is to go to the “IT” application in TD, and click on “Assigned To Me” on the left.
  • When a ticket is assigned to you, KEEP IT ASSIGNED TO YOU. It is your responsibility to see that the ticket is completed. More details on this below. (Please note this is a change from what we discussed in TD training.)
  • When a ticket turns into an on-site visit, Responsibility should be changed to the field tech. At that point, responsibility will remain with the field tech for the life of the ticket, unless an appointment needs to be rescheduled with a different tech.
  • When creating Appointments, be aware of the following:
    • See full appointment instructions here and get trained if you have not been yet: http://itknows.oregonstate.edu/?p=2837#callcenter
    • Edit ticket:
      • If ticket is not already in “Open” status, set status to “Open”. Save.
      • Set status to “Appointment”. Set off-hold date and time to the date and time of the appointment.
      • Set Responsible to the field tech.
      • Set Due Date to the date of the appointment.
      • Set all other fields as needed. (See documentation for full instructions.)
      • Save and go back to ticket detail page.
    • Update ticket:
      • Use the response template under “Templates” for “Confirm Customer Appointment”.
      • Make sure to notify the customer!
  • How to escalate a ticket if you can’t resolve it:
    • Refer to Application InfoSheets and Service InfoSheets in ITKnows for specific escalation instructions.
    • If you have exhausted all available resources and are not sure what to do next, escalate the ticket to “Service Desk – Escalation”. To do so: Add, Task, set Responsible on task to “Service Desk – Escalation”, and set ticket status to “Escalated – See Tasks”. The escalation team will either reassign the ticket to another tech or will provide further instructions to help you resolve it.
  • When you are going off-shift:
    • If you are working on an urgent ticket that is not yet resolved, please notify the call center mentor or supervisor (Max Cohen) that someone needs to take over the ticket.
    • For less urgent issues that require further research or follow-up, let customers know when you will be getting back to them. For example: “I am researching this issue and will get back to you on Wednesday.”
    • If you don’t know what to do next on a ticket, add a task assigned to “Service Desk – Escalation”.

** Note for Walkup/Bench: For the time being, tickets for Walkup and CN Bench will be left with Responsible set to the group rather than an individual technician. However, please always check for tickets “Assigned To Me” at the start of your shift, regardless of whether you are working call center/field or walkup/bench.

Ticket Life Cycle:

  • Ticket intake
  • Ticket triage: categorization, prioritization, assignment
  • Ticket review and execution
  • Ticket escalation (if needed)
  • Ticket resolution

 

TeamDynamix items – Week of December 5th-9th

Noteworthy TD items – Week of December 5th – 9th

Documentation – http://itknows.oregonstate.edu/?p=8322

Integration with Banner
The integration for People load / update process broke when the switch to Oracle 12. This was discovered on Tuesday the 6th and repaired that day.

  • Known/reported issues related to that – 2
  • I am working with Lance on automated methods to alert when People load/integration jobs fail.

Preferred Pronoun added as an attribute to person record
For more information about personal gender pronouns, see: https://uwm.edu/lgbtrc/support/gender-pronouns/

You can edit your own Preferred Pronoun on your person record. Do not edit records for others.
New Core migration ticket type added – IT tab/application
– Default task template also added, those are tasks that Chris Sinnett utilized in Jira previously for the New Core Migration process.
– Visibility for Service Desk – Projects and Service Desk – Managers to see this ticket on ticket creation.

Individual tickets – “Find referenced” link repaired

The link has been repaired and will return all tickets for that customer that are NOT Closed or Cancelled. That link shows up under the Requestor’s name in the individual ticket.
– For ALL tickets for a customer, click on the person’s name, then “tickets” at the top.

TD documentation on IT knows
IT ticketing application
– Ticket statuses – to further explain the statuses and what happens in TD next.
– Known issues and workarounds

Asset management
– Todd Soli has started looking further at the capabilities of Asset Management within TeamDynamix. He will be getting info from people about what they utilize in Inventory now, and what other groups in IS and Forestry and ROOTs see as useful capabilities for Asset Management.

Merged tickets hiccup

Tickets that get merged together have problems with e-mail processing/going into the proper ticket.

– Example –
Ticket A is created and communication is sent to customer.
Ticket B is located, determined that Ticket A is a duplicate of Ticket B.
Ticket A is then merged into Ticket B.
E-mails that were sent to Ticket A do NOT make it into Ticket B.

What has been done on this hiccup
1) Feedback has been submitted to TeamDynamix about the issue and the need to fix it.
2) I am checking the mailboxes and e-mail service logs multiple times a day for any messages that do NOT make it into tickets and adding those entries to the appropriate ticket, changing status, etc.
3) Documentation is in ITKnows (http://itknows.oregonstate.edu/?p=8322) about the known issue, and workarounds.
a. That documentation is also list below.

If you have questions/feedback, need additional documentation etc please use the following methods:

  • Talk to Lucas Friedrichsen
  • E-mail – td.support@oregonstate.edu
  • Slack – https://itosu.slack.com/messages/teamdynamix/
  • TD ticket – Ticket type = “OSU TeamDynamix Support”