Updates to CN Windows Image

Please be aware of the following recent changes to the CN Windows 10 image. If you have questions, contact Kirsten Petersen.

Updates to default programs:

  • Email: Outlook 2016
  • Browser: Internet Explorer (IE is still the one browser that works best for most OSU services)
  • PDF: Acrobat DC (Support for Adobe Acrobat XI Pro ends 10/15/2017)
  • Media player: VLC
  • RDP: Remote Desktop Connection
  • OSU home page set as default in IE, Chrome and Firefox (but not yet in Edge).

Start menu clean-up:

  • Taskbar now includes IE, Chrome, Firefox, and Outlook.
  • Links to apps such as Bing News, Bing Weather, etc. have been removed.
  • Search/Cortana and Edge still show and cannot be removed.
  • Now includes just two groups for Office apps and web browsers.

The following Windows apps were not removed and remain provisioned:

  • Alarms and Clock
  • Calculator
  • Camera
  • Cortana
  • Feedback Hub
  • Get Help
  • Microsoft Edge
  • Mixed Reality Portal
  • Paint 3D
  • Photos
  • Windows Store
  • View 3D
  • Voice Recorder

The following apps were removed (following discussion with several techs):

  • 46928bounde.EclipseManager
  • ActiproSoftwareLLC.562882FEEB491 (a.k.a. “Code Writer”)
  • AdobeSystemsIncorporated.AdobePhotoshopExpress
  • Microsoft.BingNews
  • Microsoft.BingWeather
  • Microsoft.Getstarted
  • Microsoft.Messaging
  • Microsoft.MicrosoftOfficeHub (“Get Office”)
  • Microsoft.MicrosoftPowerBIForWindows
  • Microsoft.MicrosoftSolitaireCollection
  • Microsoft.MicrosoftStickyNotes
  • Microsoft.NetworkSpeedTest
  • Microsoft.Office.OneNote
  • Microsoft.Office.Sway
  • Microsoft.OneConnect (Wifi, Cellular)
  • OneDrive app
  • Microsoft.People
  • Microsoft.RemoteDesktop
  • Microsoft.SkypeApp
  • microsoft.windowscommunicationsapps (a.k.a. “Mail”)
  • Microsoft.WindowsMaps
  • Microsoft.XboxApp
  • Microsoft.ZuneMusic (a.k.a. “Groove Music”)
  • Microsoft.ZuneVideo
  • PandoraMediaInc.29680B314EFC2

Changes to TD Forms

Team,

I have made some major changes to the “CN Build/Rebuild” form, hopefully for the better. I have removed some fields we do not use, and have re-ordered fields to make processing tickets faster.

I am also making similar changes to the other CN TD forms. For the most part, I will be moving “Status” to the top of all of our forms to make it easier to change status on a ticket.

Please contact me with any questions or issues.

Exchange Issues Update

We are still experiencing intermittent issues with Outlook Web App (OWA) and Outlook for Mac client connectivity.

Server Support are troubleshooting the problem with Microsoft. Several things have been tried without success at this point. Server Support have monitoring in place to restart services as needed or remove malfunctioning servers from rotation. They are considering possible next steps, including moving to a new version of Exchange on-prem.

Please continue to create Incident tickets and link to the Problem master ticket for each event as appropriate. Also continue to notify Server Support of new incident reports.

What to tell customers: 
Our server admins are continuing to work on this issue, and have engaged with Microsoft for assistance. If you experiencing an interruption, please wait a few minutes and then try again.

 

Addendum:

As new issues occur, we are making new master tickets each time. Each master ticket is linked to the following Problem ticket for tracking progress on troubleshooting this issue with Microsoft:

https://oregonstate.teamdynamix.com/TDNext/Apps/425/Tickets/TicketDet?TicketID=3462590

TDx on-board – IS Change Advisory Board

Group on board – IS Change Advisory Board

As of July 17th, the IS Change Advisory Board has been on-boarded to TDx.

The Drupal webform to submit changes to the IS CAB has been replaced/updated with a TeamDynamix form.

What this means?

  • Intake for the IS CAB is now through a TeamDynamix webform
  • Eventually tasks or approvals on existing TDx tickets might route to the IS CAB

The IS Change Advisory Board reviews “Significant” changes and provides feedback to the requestor to minimize potential disruptions to IS services delivered to the OSU community.

More on TeamDynamix Statuses

Set tickets to “Open” before on-hold

When setting a ticket to any “on-hold” status, please first set the ticket to “Open” first, save it, and then set it to the on-hold status.

On-hold statuses are those that ask for a “goes off hold” date and time and include the following:

  • Waiting for customer response
  • Escalated – Internal
  • Appointment
  • Scheduled follow-up
  • On-hold – External to TD

When a ticket comes off hold, it reverts to its previous status, which is why we want the previous status to be “Open”. If the previous status was “In Process” or “Closed” the ticket could be missed.

 

“Waiting for Customer Response” versus “Scheduled Follow-up”

If we are planning to follow up with a customer, please use “Scheduled follow-up” status instead of “waiting for customer response.” For example, if we are waiting for an employee’s last day of work to close out their account, set the ticket status to “Scheduled follow-up” for the day and time the work needs to happen. This is basically like an appointment for us.

If we are in fact waiting for the customer to get back to us, “Waiting for customer response” is an appropriate status. Please don’t set these out way in the future for situations that are likely urgent. For example, if a VIP can’t login, we should be making every effort to get a hold of that person, and not setting a ticket to “Waiting for customer response” for several days out.

Remember, we should try to contact customers via different methods, such as:

  • Email the customer’s primary address
  • Email the customer’s alternate address (if they cannot access their primary address/account)
  • Call the customer on their office number
  • Call the customer on their alternate number (if appropriate)
  • Call the department LRP
  • Call the customer’s assistant (if applicable)
  • Always leave a voice message, and document the ways you tried to contact the customer in the ticket.

What about “Follow-up with customer – automatic”?

This status works like the old “Callback – auto” status in Coho. We use it when we are pretty sure the issue is resolved – e.g. the customer asked a straight-forward question and we answered it – but we are not completely sure. When the off-hold date/time comes up, TeamDynamix will send a notice to the customer saying “we think this is resolved or we are waiting for more information” and then sets the ticket to “Closed – Survey”.

If you and the customer have already established that a ticket is done, please just set it to “Closed – Survey”.

 

TeamDynamix – ECS MIST on-board, IAM/ONID support, Certificate Support

Group on board – Enterprise Computing Services – Middleware Integration Systems Team (MIST) 

As of July 7th, the Enterprise Computing Services MIST group has been on boarded. They are working through workflows, changes, etc.

What this means?

  • Assign tickets or tasks to that group

The Middleware Integration Team is the a big reason our cloud applications function. They integrate data from Banner to various applications.

Change Classification turned on

The “Change” classification in the IT application has been enabled. This will primarily impact the back end Infrastructure groups at this point.

IAM / ONID Support group name change

The groups for Identity and Access Management and ONID Support have been collapsed into a single group.

Group name = Identity and Access Management (IAM), ONID Support

Certificate Support

A group for Certificate Support has been added. Items like – code signing certificates, InCommon Certificate requests, etc.

Computer or Device Name

I forgot to mention one important change I made to our TeamDynamix forms recently.

The “Computer/Device Name” field is now required on the following forms:

  • CN Build/Rebuild
  • CN Customer Move
  • CN Device Support
  • CN Malware Response
  • CN Printer Support

These forms will not allow you to save them without entering something in the device name field. If you really can’t get it for some reason, enter “unknown”. You can also specify “multiple” or “does not apply” as appropriate. Computer/Device Name is not required on the Application/Software Support form, but you should still collect it if you can.

The CN Inventory ID or serial # field is not required, but please do enter it if you have it.

Why Collect Device Name?

Knowing which computer a ticket is about is critical to any sort of follow-up on a ticket. Technicians sent to an on-site appointment may end up wondering “which computer?” when they arrive if that information was not collected in the ticket.

Also, with a device name, we can look the machine up in our ticketing system to see if it has had previous issues. We can look up its warranty information. We can look for it in SCCM or Casper and see what software is installed. A lot of diagnostics information is accessible if we know which device the ticket is about.

Please note: we only need to collect device information for CN-supported devices, not personal devices.

 

TeamDynamix Forms

How Forms Work in TD

Forms are a feature that was introduced after we implemented TeamDynamix at the Service Desk. As such, we are still working out all the details, but here are a few quick things you should know.

  • On new ticket creation, select the correct form and the corresponding ticket type will be set for you.
  • Forms determine what custom attributes are visible. For example, if you choose “Application/software support”, the “Applications name(s)” attribute will be displayed. If you choose a CN form, the “Computer/device name” attribute will be displayed.
  • Once a form has been selected, changing the form will NOT update the ticket type. If you need to change the form, please update the ticket type as well.

Forms We Use

The main forms we use at the Service Desk are as follows:

  • Account issue (locked out, password changes, etc.)
  • Application/software support  <- Most popular!
  • Campus Labs
  • CN Accounts
  • CN Build/Rebuild
  • CN Customer Move
  • CN Device Support
  • CN Malware Response
  • CN Printer Support
  • CN Recommendation/Purchase
  • CN Surplus
  • Compromised Account
  • Email Support
  • General/Other/uncategorized  <- Not sure? Use this one.
  • Network Support
  • Personal Device Support  <- Main one used at Walkup
  • Referral
  • Spam/Phishing

Please note that you should only use a CN form for CN-related requests. For example, if a customer calls for help with their home printer, use “Personal Device Support” and NOT “CN Printer Support.”

Ways to Create a Ticket

From RefTool:

  1. Look up a user. Click on them. Near the upper right, click on “Create Ticket (IT)”. Choose “Service Request”.
  2. In TD, select the correct form from the drop-down at the top of the page. (Do this before filling in any fields.)
  3. Fill in all required fields.
  4. Click Save.

From TeamDynamix:

  1. Click on the “IT” tab. (If you don’t see the “IT” tab, click on the application waffle in the upper-left, and choose the IT button.)
  2. Click on “+ Service Request Form”
  3. Select the correct form from the drop-down at the top of the page. (Do this before filling in any fields.)
  4. Fill in all required fields.
  5. Click Save.