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.
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.
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.
If an account does not have an Exchange email, the image will not be shown.
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.
Localist (OSU Events Calendar)
MyOSU + OSU Online Services
Network – Wired
Network – Wireless
Microsoft Office (Word, Excel, PowerPoint, OneNote, Project, Visio, Publisher)
Microsoft Office 365
Microsoft Outlook, Outlook Web App, Exchange
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.
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.
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.
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.
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.
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.
Searching for an asset by ID will reveal the asset with information from Team Dynamix, including the name, manufacturer, and model.
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:
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.
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”.
After the update, the clone dialog will feature three buttons:
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.
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 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.
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.