Service Desk Digest – 3/28/2019

Important Notices

Please remember to review the tickets in the “Open Outages, Service Degradation and Planned Maintenance” report periodically.

Those are the parent tickets for known issues or planned changes that may cause issues. Those tickets will generally have current status information and resolution or work-around steps. Link any customer reports as child tickets so we can coordinate our efforts.

ESET AV Details

When helping customers who contact us about the new ESET antivirus for Macs, please be aware of the following:

  1. We need to help customers allow the extension
    • They have to click the button to allow – we can’t do that for them via ScreenConnect, and it can’t be automated
    • If they already cancelled the pop-up, please see the steps in the KB article to resolve
  2. We also need to walk them through allowing the MDM profile to prevent these types of issues with software updates in the future
    • The Mac build process has been updated to include a step to allow the MDM profile after the JAMF quick add package is run

There are about 243 Macs that need to have the MDM profile allowed by the customer. Chris Sinnett is working on a communication to send out to the affected users, asking them to complete the steps or call us for help.

Know the Customer and the Computer!

We are still having a lot of issues where either customer name or computer info are not collected in the ticket.

This causes a lot of problems down the road. Customers have to repeat themselves (which they hate), we miss important details, techs are confused, etc.

When we don’t know which computer is, that leads to shenanigans, too, like the case today where we almost installed university-purchased hardware in a personal device (we can’t). And I’ve heard of a few times we’ve almost sent a tech out to a non-CN customer (we don’t do that).


  • Ask for the customer name
  • Look them up in RefTool
  • Get the computer info
  • Add the Asset to the ticket

We can do this!

BuildTracker Update 3/18/19

Hello all,

Another week, another push forward on BT! The change this time is minor, just a simple checklist step addition. Special thanks to Patrick McCrary for the suggestion!

What’s New?

This change adds a checklist step to the Pre-Image Checklist to ensure SATA operation is set to AHCI. This was already in the build documentation but we have received reports that it was being forgotten and leading to BSODs on certain models of computer when the SATA operation was set to RAID. See the image below for placement.

new step

Why Can’t I See This?

Note that because of the way build data is stored, new/updated checklist steps will only affect builds created after the change was made. In this case, that would mean that the change will only show up on builds created after approximately 12:05 PM on Monday, March 18th.

As always, feel free to contact me with any questions, comments or concerns as we work together to improve these tools. Hope everyone has a great week!

BuildTracker Updates

Happy Friday Team!

As some of you may have noticed, a number of small changes to BuildTracker went live this week. These broadly fall under a couple different categories:

Updated Wording

  • Updated a checklist item’s wording to reference Asset ID rather than Inventory ID.
  • Updated the printed interview sheet to reference Asset ID rather than Inventory ID.
  • Updated the Cyder checklist step so that it no longer prompts technicians to create an interface for wireless MAC addresses (except for checkout or multi-user machines). This reflects a policy change whereby explicit managerial approval is required to configure/utilize OSU_Access (including wireless Cyder entries) unless granted a specific exception.

Bug Fixes

  • Fixed a bug where finalizing/updating interviews never changed the build last modified date. Previously this led to issues where finalizing an interview would result in the corresponding build appearing as if it had not been touched since the date/time the interview was begun. Particularly in cases where there was a wait for hardware, this created the false sense that the build was being neglected. Now, any update to either the interview or the build will change the last modified date to appropriately reflect that there has been work done on the ticket.

Please note that the changes to checklist wording will only have an effect going forward. Builds created before 5:00 PM on Wednesday Mar 13th may retain the original verbiage. As always, if you have questions, comments or concerns, please let me know (or, in the case of the wireless interface policy update, speak to your supervisor/manager fur further information).

Service Desk Mentors

Help button.

Image by OpenClipart-Vectors from Pixabay


Some of our full-time staff are scheduled to act as mentors in 201 and 213 throughout the day. They are available to help student technicians during those times. Please go to one of the regularly scheduled mentors first when seeking help.

Here is the current schedule for mentors (also documented in the Service Desk Process Guide at

  • Room 201 Service Desk Mentor
    • 8:00-12:00 Ken
    • 12:00-1:00 Keenan
    • 1:00-5:00 David
  • Room 213/213A Service Desk Mentor
    • 8:00-12:00 Robin, Steven
    • 12:00-1:00 Nephele
    • 1:00-5:00 Patrick, Steven
  • Builds Mentor
    • 8:00-12:00 Nephele
    • 1:00-5:00 Jeff
  • Queue Triage & CN Accounts
    • 8:00-12:00 David, Keenan
    • 1:00-2:00 Robin
    • 2:00-5:00 Robin, Nephele
  • CN Scheduled Appointments
    • 8:30-12:00 Jeff, Patrick
    • 1:30-4:30 Ken
    • 2:30-4:30 Keenan


Service Desk Digest – 3/7/2019

Process Changes

Extension/AES Pickups and Shipments

In an effort to provide better customer service to Extension and AES customers, I have made a change to the process for pick-up or shipment of computers.

In the Recommendations and Purchasing Process, the last step has been changed as follows:

When customer picks up or items are shipped:

  1. If customer is picking up, have them login to the computer before they leave our office (if they have time to do so).

  2. Set “Computer Location” to “With customer”.

  3. Assign Responsibility to “Service Desk”.

  4. Set ticket status to “Scheduled follow-up”. For pick-ups, set “goes off hold” to the next business day. For computers we ship, set “goes off hold” 2 business days in the future. When the ticket reopens, Service Desk will call the customer to confirm they were able to setup and use their computer, then close the ticket.

Reason for this change: because these customers are at remote locations, support over the phone is very difficult. We need to make sure they can login to the computer before they leave. After they pick up their computer or we ship it to them, we need to check in to confirm the computer works on-site. The issue is not resolved until their computer is working.

Please let me know if you have questions about this change.

Extension/AES Interviews

If you are helping a remote Extension or AES customer and decide that their computer needs to be rebuilt, please do an interview!

If you are working with a remote customer who is bringing in their computer for a rebuild and you see that we don’t yet have an interview, do an interview!

If you see a ticket for a remote customer whose new computer is on-order, call them up and do an interview!

It sometimes takes us a couple of days to get a hold of customers to do an interview. That can introduce delays that could have been avoided if we did the interview while we had the customer on the phone, or were helping them in person, or were waiting for their computer to arrive.

If you have questions about how to do an interview for Extension/AES, please ask me or Ken Howard. Ken often starts by sending the customer an email with a description of our basic configuration. For an example, see:


Use Phone @Log Sparingly

When helping a customer, please make an effort to get the person’s name or OSU ID so you can appropriately associate the ticket with that person. This information is helpful for a number of reasons. The customer may call back and expect other technicians to refer to the notes from their first call. The customer may have a complaint and it would be nice for management to be able to follow up with the technician who helped them to get a fuller picture of what happened. Tickets linked to people also give us better details for end-of-year reporting.

In the past month, we had 123 tickets linked to “Phone @log” and many of those should have been linked to a user.

It is okay to use “Phone @log” when helping a community member such as the parent of a student. It’s also okay to use it when doing a referral for something non-IT-related.

See the IS Service Desk Process Guide – 3.3 Call Processing Workflow for example greetings to ask for the person’s name, and more details about information to gather when helping a customer over the phone.

Things to Know

MyBill Authorized Users Vs. Shared Credentials

The adoption of Duo has shone a light on a problem with ONID account sharing between students and their parents. We have received a number of calls where the student can no longer login because their parent enrolled them in Duo – with the parent’s phone.

Students should not be sharing their account credentials with their parents, and we should remind folks that this is a violation of the OSU Acceptable Use Policy:

“Accounts and credentials may not, under any circumstances, be shared with or used by persons other than the individual(s) to whom they have been assigned by the university.”

Many students share their credentials with their parents so their parents can pay their tuition online. However, they have the option to set their parents up as an “authorized user” on the MyBill site instead. For more information, see:

Note: I am not aware of a method for students to grant their parents access to their tax forms at this time. The student would need to obtain that information for their parent.

Duo-Free Kiosk Issue Resolved

Last week and over the weekend we had an issue with the Duo-free kiosks prompting customers to use Duo. That issue has been resolved and the teams who support the back-end infrastructure have a better understanding of the issue and how to prevent it in future.

Two-month Grace Period on Campus Software Licenses

There have been a lot of questions lately about campus-wide software licenses that are up for renewal soon. In general, if a customer buys a license now, and it expires in July, they will have to buy it again in July. The price is not pro-rated.

However, there is generally a 2-month grace period on campus-wide software licenses, so if customers buy a license in June that expires in July, they will not need to buy the license again in July.

Questions? Ask our campus site license coordinator, Angela O’Neal. You can assign tickets or tasks in TeamDynamix to “Software Distribution”.

ONID Webmail Status

The ONID Webmail service is currently running on the Cosine Webmail server, and will be staying there for the foreseeable future. The IAM team are looking at options to move customers en masse to either Gmail or Exchange, but there is not a plan in place yet.

If customers are having trouble with the new look-and-feel of Webmail, we should help them learn how to navigate it.

If the customer is an employee and is interested in moving to Exchange, please escalate the request to CN Accounts (for CN customers) or refer them to their department IT group.

Upon request, IAM can migrate a user’s mail delivery to OSU Gmail. However, they do not currently have a mechanism to migrate the user’s mail contents. We can help them transfer their mail over by using an IMAP mail client. I am working with Jonathan Ropp to document this process.

If customers ask “why was this change made without any notice?” you can tell them that the old servers crashed and moving users to the Cosine Webmail server was a faster way to get people back up and running than rebuilding the old servers. As campus is trying to move to a single email platform, the ONID Webmail servers will not be rebuilt.


UIT Plenary Recording

Our provost Ed Feser gave an interesting presentation at the UIT Plenary on February 26, 2019. The recording for the plenary is available now online:

Knowledge Base Updates

Search Tip

If you are having trouble getting search results in the knowledge base, please make sure you are logged in to TeamDynamix. Many of our KB articles (e.g. all of the service InfoSheets) are restricted to technicians only. If you are logged in to TDx, your name will appear in the upper-right corner of the KB. If you are not, it will say “Sign In” instead. The site is SSO, so if you are logged into any other SSO site, you will be automatically logged into TDx as well.

For more search tips, see: How to Use the Knowledge Base

New KB Articles

A few new KB articles to be aware of:

KB Edit Access

Everyone at the Service Desk has permissions in the KB to create a new article, but only a few people have edit access at this time. If you would like to be able to edit articles, please ping Kirsten on Slack.

Training Updates

Duo Support Training

Our first training module in Canvas was a complete success. Every student technician in Client Services has completed the training!

Max and I will be reviewing the quiz scores to see where the training may need to be refined. If you have specific feedback about how the training worked (or didn’t) please contact me or Max.

CN Appointment Training

I have ported this training over from Qualtrics to Canvas and am putting some finishing touches on it now. Everyone will be required to complete this training, even if you already did it in Qualtrics last year. I will send out a link to the module and set due dates shortly.