Update 9/26/2019: The issue with ResNet registration and Duo has been resolved.
~~
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.
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.
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 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.
On Wednesday 9/18/2019 at 10:00am we will make the following changes to our ticket forms:
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.
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.
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.
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.
