Resnet wired registration issue with duo

Update 9/26/2019: The issue with ResNet registration and Duo has been resolved.

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There is a known issue with registering on the wired ResNet network if you are Duo-enrolled. The work around is to get the mac address and do the registration from another (wireless) device. The customer can do this, or we can do it for them in ResDesk.

Instructions here: https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=62235

Some ResNet reminders:

  • Service Desk is tier 1 for ResNet. If an issue needs to be escalated, we notify the UHDS IT team on the ticket. Please do not give out the UHDS IT number to ResNet customers. See: ResNet InfoSheet
  • The Gem does not have OSU wifi. They have all wired ports.

yubikey drawing

This year we are participating in Welcome Week events with a Yubikey drawing. The event is today, 9/23 2pm-7pm.

It is free to enter. All OSU students are eligible. UIT employees are not eligible.

Instructions are posted at the Welcome Desk. Please have customers write down their OSU ID and phone number on the ticket so I can reach them. You do not need to check their ID. Tickets go in the pumpkin.

I will be emailing and phoning the winners starting tomorrow.

Reftool Update (9-19-2019)

RefTool will receive an update at 5:10 PM today. The update changes how the checkbox to view the ID photo should appear and restores the Exchange photo on an account.

Hiding the Checkbox to View ID Photo

Currently, there is a checkbox in RefTool that must be checked in order to view a client’s ID photo:

This checkbox must be checked to view the Exchange photo as well, provided that there is not an ID photo available to override it. Additionally, the checkbox is shown regardless of whether an account is expected to have an ID photo.

After this update, this checkbox will only appear for ONID user accounts. An account is not an ONID user account if:

  • The Distinguished Name does not include “DC=onid”.
  • Contool data is not available (e.g. ONID delegated account).

Because the account is not an ONID user account, it is not expected have an ID photo from the ID center. Therefore, the checkbox to view the photo is not needed and will be removed.

Examples:

Account is not in the ONID domain.
Account is in the ONID domain, but is a delegated account.

Restoring the Exchange Photo

Currently, a client’s ID photo overrides their Exchange photo. The latter is manually uploaded by IT support groups by the client’s request.

There’s some demand for RefTool to restore the Exchange photo, which was used in the past to check if an upload is successful. Therefore, this update will restore the photo and place it in the Contact Info section, IF there is an exchange email tied to the account.

An account that has an Exchange email

If an account does not have an Exchange email, the image will not be shown.

An account that does NOT have an Exchange email

For clarity, the ID and Exchange photos will be captioned accordingly.


Questions or comments? Let me know on Slack!

TDx forms changes – 9/18/2019

On Wednesday 9/18/2019 at 10:00am we will make the following changes to our ticket forms:

  1. The form called “CN Device or Application Support” will be removed. Use the form called “Device or Application Support” for all general computer support requests for both CN computers and personal devices.
  2. The field “Application/Software Name(s)” will be renamed to “Service Offering”. This field will be required. There will be a short list of options; if none of them apply, please choose “Other.”

Why Change the Form?

This is part of an effort to provide better data to Service Owners so they can identify opportunities for service improvements. Documenting the service offering associated with a customer request is an important first step in identifying and prioritizing service improvements.

One goal of the service improvement process is to reduce, eliminate or automate requests where possible. As a recent example, the Duo reactivation tool was implemented in response to data collected by the Service Desk that indicated that reactivations were a common cause of requests to the Service Desk.

Which Service Offerings Will Be Listed?

The following will be the new list of service offerings. The field is multi-valued, meaning you can select more than one if needed.

These items were chosen because each represents a service offering for which there is a Service Owner responsible for reviewing requests. You will note that we have removed things like “Java” and “Firefox” from the list for this reason.

If none of the service offerings in this list applies to a customer’s request, please choose “Other.” You can provide more detail in the ticket Description and Tech Notes fields as needed.

  • Adobe Products
  • Appworx
  • Banner
  • BeaverPrint
  • Box
  • Bridge
  • Canvas
  • Citrix Apps
  • CORE
  • DocuSign
  • Duo
  • GSuite
  • Hyland
  • Kaltura (MediaSpace)
  • Localist (OSU Events Calendar)
  • MyDegrees
  • MyOSU + OSU Online Services
  • Network – Wired
  • Network – Wireless
  • Mailman (lists.oregonstate.edu)
  • Microsoft Office (Word, Excel, PowerPoint, OneNote, Project, Visio, Publisher)
  • Microsoft Office 365
  • Microsoft Outlook, Outlook Web App, Exchange
  • Nolij
  • Qualtrics
  • VPN
  • Zoom
  • Other

Review and Reporting

The ITSM team (Lucas and Polly) will be reviewing the results of this change after 1 week and the results will be shared with the Service Desk.

What About CN Asset or Computer Name?

It is still important for you to add the computer asset to the ticket for CN requests. There is really no practical way for us to make TDx force technicians to do this – you just need to do it. If you see a ticket for a CN customer that does not have the asset associated, please make every effort to get it added to the ticket. In cases where the customer has multiple computers, asking them to provide the information on the CN sticker is a good solution.

Questions?

Please ask in the #teamdynamix channel in Slack.

fall 2019 lan party

It’s time for the fall LAN party. Please join us Friday, September 20, for PC games, console games and tabletop – or just to hang out with your fellow IT folks.

From https://wot.fandom.com/wiki/Al%27Lan_Mandragoran
Licensed for noncommercial reuse.

When: Friday, September 20, 2019, 5pm-Midnight (You don’t have to go home but you can’t stay here)

Where: Milne basement

Who: All OSU IT staff and student workers are welcome.

Games

If anyone wants to bring a console, that would be great.

Some of the lab computers will be loaded with Steam.

If you prefer to bring your own computer: we can provide keyboards and mice, but you should bring your own monitor and headphones.

There is room for table top. Bring a game you want to play! Make friends!

Food

We encourage everyone to bring snacks and (non-alcoholic) drinks.

Pizza will be provided around 5:00 pm. Donations of money towards pizza are appreciated. Please see Kirsten before Friday, September 20 if you wish to donate.

Build Tracker Update (9/11/19)

Hey all,

Build Tracker will receive another update after 5 PM today. The update addresses a couple of bug fixes and some enhancements to finalizing interviews and the UI.

Bug Fixes

  • Fix a bug that prevents user from making and saving edits to a finalized interview in edit mode.
  • Fix a bug in which the user cannot assign the placement date on finalizing an interviewing, without saving it first.

Finalizing Interviews

  • “Finalize” button will be renamed as “Add to Build Queue”.
  • Serial number will be required on finalizing. This ensures that the machine is at the Service Desk before it is added to the build queue.
  • On finalizing, the ticket’s responsibility in Team Dynamix will be reassigned to “Service Desk – CN Builds”.
  • The ticket’s comment will carry the machine’s serial number.
  • System type will be removed from the comment.

UI Enhancements

  • The “Software” tab of the interview will contain a button which links to the KB article listing default software for Windows and Mac builds.
“List of Default Software” button
  • “Last modified” time of the interview will be updated in real-time on saving. Consequently, the interview will no longer have to be reloaded.

MCS Number routing to Service Desk

At the end of the day on Monday, 9/10/2019, the MCS customer service number ( 78721 ) will be re-routed to the Service Desk.

This is part of the spin down of the MCS service. The MCS line receives very few calls. Most calls will be about Zoom, for which the Service Desk provides tier 1 support.

For more complex issues, please escalate to the Zoom Support team in TeamDynamix. For urgent requests (e.g. VIP conference room setup) please ask Ryan Fordham – in Milne 213C. Come say hi!

Resources:

DCE & Cultural centers

Team,

As of last week, the following groups have moved off of CN service and are now supported by UHDS IT:

  • Diversity & Cultural Engagement (DCE)
  • Cultural Resource Centers

The ONID accounts have been moved and should display with the correct IT support team in RefTool. UHDS IT have asked us to not make any changes to the computer objects yet.

Let me or Chris Sinnett know if you have questions.

Build Tracker Update (9/6/19)

Hey all,

Build Tracker will receive an update after 5 PM today. It’s a big one, so this is a longer post than usual. However, I order the list of changes below in descending order of importance, so read the sections “ticket search” and “asset search” first if you can’t finish the post in one sitting.

Jump to:
Ticket Search
Asset Search
Cloning an Interview
Saving Interview Bug Fix
Other Improvements

Currently, Build Tracker asks for a manual entry of ticket number when creating or cloning an interview. This is error-prone, and requires cross-checking with Team Dynamix.

Manual entry of ticket number

After the update, BT will feature a ticket search field. Searching for a ticket ID will reveal the ticket information from Team Dynamix including the title and requester.

Ticket search drop-down

Clicking on the ticket will auto-fill the ticket number text below. You must select a ticket in the drop-down to assign a ticket number to the interview.

The ticket clone dialog will also feature this search bar. It will work the same way there.

Ticket search bar in clone dialog

Similarly, to minimize data entry errors, asset ID entry will also be done via a search bar. Asset search will replace the asset entry fields on the AD/Cyder tab of the interview view and the build view.

Interview – AD/Cyder tab
Build

Searching for an asset by ID will reveal the asset with information from Team Dynamix, including the name, manufacturer, and model.

Asset search result

Alternatively, you can also check whether there is already an asset tied to the ticket (in Team Dynamix). Type a question mark in your query to list assets tied to the ticket:

Query ‘?’ result

Because this query actually composes of two separate queries made in succession to Team Dynamix, the process can be a little slow. Initially, you’ll likely see a “no asset found” message. Give it a second, and the asset will show.

Selecting an asset from the drop-down will also automatically populate the asset’s data to the page.

Asset’s data is populated on selection.

Because of this automatic behavior, the “populate asset data” button will be made deprecated and removed.

Notice the new kid to the block, the “add asset to ticket” button. If an asset is available in Team Dynamix, and the asset hasn’t already been added to the TD ticket, you can tie the asset to the ticket here.

Cloning an Interview

Aside from the ticket search bar, there will be other UI changes to cloning. Currently, the clone dialog provides two buttons at the bottom, “use this info” and “cancel”.

Current clone dialog

After the update, the clone dialog will feature three buttons:

Three buttons after update

These buttons are intended to provide a bit more flexibility to cloning.

More importantly, Build Tracker’s current behavior upon cloning is to switch immediately from the original interview to the clone. The new behavior will open the clone in a new tab, leaving the original in the previous tab. Furthermore, the original interview will display a confirmation dialog, including the ticket numbers of the original and clone.

Cloning confirmation dialog

Saving Interview Bug Fix

The update will fix a bug that prevents an interview from being saved when the AD Domain OU field is not filled in (in the AD/Cyder tab).

Other UI Improvements

  • Saving an interview will also provide a confirmation or error dialog. (If you choose to “save and clone” at the clone dialog, a save confirmation will pop up in addition to the clone confirmation).
Saving confirmation
  • Saving will also refresh the page to show you that the ticket has indeed been saved and to update the “Last Modified” time at the top right corner.
  • “Edit mode” is intended to render a finalized interview editable (to a certain extent). To clarify its usage, edit mode will not show unless the interview is finalized.
  • For visual clarity, the “save” button in the build view will be highlighted with an orange-red color.
  • Before, the development (dev) instance of BT looked exactly the same as the production (prod) instance. To distinguish between them, dev now has a red top banner and the word “sandbox” next to “Build Tracker”. Prod (the instance normally used) does not have this change.
Build Tracker’s top banner on dev

That’s all, folks! If you have questions or comments, feel free to let me know. I can be reached on Slack or by email.