New VPN Server

I’ve updated the VPN service infosheet to include information about the new VPN server at vpn.oregonstate.edu:

VPN Service InfoSheet (Internal)

Please note that access to the new server is currently restricted to soft phone users who dial into a call center. Most soft phone users will continue to use sds.oregonstate.edu instead.

VPN Now Split-Tunnel

As of Friday, 3/20/2020 at 6:00am, the default configuration for AnyConnect clients connecting to sds.oregonstate.edu is split tunnel. In split tunnel configuration, only network traffic bound to OSU will transit the tunnel; all other traffic goes direct to the Internet. This change was made to reduce some traffic through the VPN and improve network performance for VPN users.

The down side is that anyone who was using VPN to mask their IP in order to access an IP-restricted service (such as Acquia Dev) will no longer be able to do that. The following are suggested work-arounds:

• Remote Desktop Gateway (requires they have a Windows host on campus to remote into)
• Chrome app on Citrix Apps

I’ve updated our VPN KB articles to reflect this change. Let me know if you have questions.

We have a new remote desktop gateway service that is ready for customer use. This allows customers to remote into their work computer without having to use the VPN, freeing up VPN resources for other users.

Using the remote desktop gateway requires the following:

1. Enable Remote Desktop on the OSU computer
2. Adjust firewall rules to permit inbound RDP traffic
3. Add the user to the “Remote Desktop Users” local group on the computer

Service Desk Responsibilities

• Help customers with connection issues
• Help CN customers with workstation prep steps required before connect
• Refer non-CN customers to their IT group for workstation prep steps
• Escalate to tier 2 (Infrastructure) if needed (e.g. for service outage)

Documentation

• Service Desk Infosheet: Remote Desktop Gateway (desktop.oregonstate.edu) Service InfoSheet (Internal)
• Customer articles: 
  • Remote Desktop – Access Your Office Computer from Another Location
  • OIS’ information on securing home computers: https://uit.oregonstate.edu/ois/secure-remote-work
• IT Pro articles:
  • Remote Desktop – Configure Customer to Use RDP Gateway (IT Pros)
  • Remote Desktop – Add User to Remote Desktop Users Group (IT Pros)

Team,

Thank you so much for you hard work these past couple of weeks. I wanted to share a sampling of the survey feedback we have received from customers recently (since 3/15), ALL of which has been very positive (the only complaint was from a customer who said we didn’t answer their question; I suspect they missed the email we sent them, so I sent it again). Considering the difficulty of what we have been dealing with, that really speaks to our success as a team.

This was my favorite:

“All of my recent interactions with staff have been so wonderful. I’m grateful for the competence and tone of your team.”

More recent customer feedback:

• “Super friendly! Simple issue of directing me to the VPN install, but taken care of directly and efficiently. ” (Employee)
• “The person that helped me was very friendly, funny and efficient. My VPN was quickly installed with no problems. Thank you all for your great attitudes and quick service during some crazy times!” (Employee)
• “Pointed me right to where the setting could be configured. Works great! ” (Employee)
• “Thank you for the quick service (no waiting) and I’m quite satisfied the service received 🙂 ” (Employee)
• “IS staff took time to find solutions to my problem even though it took quite a long time and two phone calls” (Extension employee)
• “Justin was incredibly helpful and great to work with! ” (Employee)
• “Isak was very knowledgeable and was able to get my remote access setup quickly. ” (Employee)
• “Tevan was fast and efficient. Thanks so much for getting my computer set up for remote work!” (Employee)
• “The representative was able to solve my problem quickly and smoothly. ” (Extension employee)
• “Very helpful.. I appreciate the prompt assistance! ” (Student)
• “Very helpful CN agent. He knew exactly what I needed and led me through the steps to install the VPN application on my desktop unit. ” (Employee)
• “Excellent service, and help. Especially with how busy I’m sure they’ve been with so many people working remotely, and trying to get everything set up for them. ” (Employee)
• “Knowledgeable and lots of guiding skills. Wonderful tone of voice (caring and respectful).” (Employee)
• “You had exactly what I asked for. It was marked easily identifiable at the desk. No waiting time. ” (Employee)
• “Tech was friendly and helped restore my Outlook as I like it to appear. When working remotely systems seem to do weird things so it was nice to have someone be patient and willing to help resolve my issues. ” (Employee)
• “Fast and prompt. ” (Student)
• “Justin was extremely helpful and polite, especially when the helpdesk was being bombarded with remote teaching questions. Thanks! ” (Employee)

Telecom has announced a new service that we are likely to get questions about.

Soft phones are now available. A soft phone allows a person to use software on their computer to make and receive calls as though they were at their OSU phone.

Note that before setting up soft phone access, the customer needs to be enabled for soft phone access by Telecom.

Quick overview of the process:

1. Install and configure the Avaya one-X Communicator software
2. Connect to the VPN
3. Launch Avaya one-X and sign in with phone extension
4. Make and receive calls
5. Sign out of Avaya one-X
6. Disconnect from VPN

Documentation:

• Soft Phones – About
• Soft Phones – Installing
• Soft Phones – Using

Location of the installer: https://oregonstate.app.box.com/v/Avaya-Softphone

Starting Saturday, per direction from the university’s administration, we will stop providing most in-person support. This includes walk-in support and on-site appointments.

On-Site Appointments

We should make every effort to assist customers via phone or email instead of in-person. If you think a request requires an on-site visit, tell the customer “I’m going to schedule an appointment but please note that I will need to get approval from a supervisor.” Schedule the appointment, and ping a manager (Kirsten, Max, Chris or Richard) to review the request.

Starting Monday, Patrick will be available for morning appointments, and Robin will be available for afternoon appointments. Technician schedules will be updated soon to reflect this.

Technicians going on-site should bring a keyboard and mouse to avoid touching customer equipment as much as possible.

Walk-in Closure

Starting Saturday, we will close the walk-up. The door will remain closed with a sign posted saying we are not taking walk-ins and that customers need to call for support.

If we are unable to verify a person’s identity for Duo bypass, we will schedule an appointment to have them meet us in the hallway outside Milne 201. Please schedule all such appointments on Jeff Bonnichsen’s calendar and inform him on the ticket.

Personal Device Support: if we are unable to resolve an issue for a personal device by phone, ping Jeff Bonnichsen for review of the issue. If Jeff is not available, contact Richard Turk. Please set the expectation with the customer that we may not be able to do in-person repair, and may have to refer them to local computer repair options.

CN Pick-ups: Instead of doing placements, we should try to do computer pick-ups where feasible. Computer pick-ups need to be scheduled. We have a response template in TDx to facilitate this: SD -> COVID-19 Laptop Pickup