Daily Archives: March 28, 2019

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Service Desk Digest – 3/28/2019

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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).

Please:

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

We can do this!