Monthly Archives: April 2018

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CN Appointments and Service Desk Staff Schedule

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Please read for some important updates on appointment scheduling and staff mentoring schedules.

If you are scheduling an appointment for another person, the following people have time available for Spring term:

  • Ken Howard
  • Steven Tom
  • Robin Castle
  • Jeff Bonnichsen
  • Max Schmidt
  • Zach Colbert
  • Vu Le
  • Mack Powers

As before, only schedule them during their available times. In particular, please be careful to only schedule student techs during times their calendars show as available for appointments.

If an on-site visit is needed in an emergency, please check in with Max Cohen or a call mentor to see if you can go on-site to assist the customer. If we have sufficient coverage for calls and walk-up at that time, and you are sufficiently trained to address that type of issue, we can accommodate emergency on-site visits in this way.

Steven Tom is helping to prepare more back-packs with supplies for on-site visits.

The Service Desk mentoring schedule for Spring term is as follows:

  • Walkup Mentor
    • 8:00-12:00 Jeff
    • 12:00-1:00 Keenan
    • 1:00-5:00 Pat
    • Backups: Keenan, David
  • Call Mentor
    • 8:00-12:00 Nephele, Robin
    • 12:00-1:00 Nephele
    • 1:00-5:00 Ken, Steven
  • Builds Mentor
    • 8:00-1:00 David
    • 2:00-5:00 Nephele
  • CN Accounts
    • 8:00-12:00 Keenan, Pat
    • 2:00-5:00 David, Keenan
  • CN Scheduled Appointments
    • 8:30-12:00 Ken, Steven
    • 1:00-4:30 Jeff, Robin

The basic responsibilities for the staff roles are defined in the Service Desk guide here: https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=23358#12.0

 

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Helpdocs Moved to TDx KB

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Team,

The move of Helpdocs articles into the TeamDynamix knowledge base is almost complete. We are now working on redirecting individual pages from the old Drupal site to the new KB.

Two things to note:

  1. When helping a customer, search the TDx KB for information first.
  2. Articles in the “Internal” category or that have “Published: No” cannot be seen by customers. You can use those articles, but you should not send the link to the customer.

Tips on Searching in the TDx KB

I am aware that the search in TDx is not good right now. The next release coming out this month addresses many of the issues with search. For now, see the following for help with search:

https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=40759