RefTool Update (04/24/2020)

RefTool will be updated after 5 today. It contains the implementation of a “403 Forbidden” page for users who are signed in with SSO, but have not been given permission to use RefTool in Grouper.

Why?

Currently RefTool doesn’t tell the difference between users who are unauthenticated (not signed in) and unauthorized (signed in, but not permitted to access). The latter group will be thrown in redirect loop where their browser jumps back and forth between RefTool and SSO login.

After the update, these users will land on a 403 page. On this page, links to create tickets for OSU TeamDynamix Support and Service Desk will be shown, if they think they should be given access.

403 Forbidden

Does this affect me?

If you already have access to RefTool, you should not be affected by this update. However, if you lose permission for whatever reason and see the 403 page, follow the instructions.

Service Desk Digest 4/13/2020

KB Updates

  • Adobe Acrobat and Adobe Creative Cloud. We can install Acrobat or the full Creative Cloud suite on personal devices with the temporary “at-home” license (good through May 30, 2020). Search for the #acrobat tag in the KB. Note that this option may not be as feature-rich as the paid personal version.
  • Soft Phone Install. I updated the install steps given feedback we received from several of you as well as from customers. Feel free to modify further if it needs it. Search for the #softphone tag in the KB.

Some Stats

Between March 12 and April 12, we took 5,514 calls lasting 1,149 hours. Our work load (based on hours in calls) peaked at 3.1 times normal over Spring Break, and was about 2.4 times normal last week. We are trending back downward, but I suspect average call length will continue to be longer than before as we deal with additional complexity.

Meanwhile, our customer satisfaction rating (based on surveys) over that same time period has been 97.5%, higher than normal; 85% of customers rated our service “Excellent”. A few examples of what customers have said:

Andre Farque was SUPER helpful. He walked me thru the process of navigating OSU emails, portals, etc — in a kind and skillful way. He probed gently to find the source of problems — and then helped me to fix them. A+++

Paul Schreiner helped me with this issue. He was terrific! It was an uncommon problem, one that he had not seen before. He did not let up but reached out to his co-workers and after much determination and diligence, he contacted me back and took care of the problem. Paul is very patient, kind, professional and knowledgeable, and I greatly appreciated his help! Thank you Paul!

Peter did a great job. The simple task I needed done proved not so simple – common in the IT/device world. Peter hung in there and youtubed what to do on a device he is not naturally familiar with. He was able to relay the youtube info to me perfectly. It is hard to balance an uneducated customer (me), someone talking to him on the side (youtube), and the device itself (S10) all at once. In conclusion, Peter admitted he did not know the answer immediately but he was committed to figuring it out and not leaving our conversation until the task had been completed. Well done.

thanks for having workers on Saturday

I appreciate everyone’s diligent work and help in problem solving and getting me the exemption until my token arrives. Thank you so much for being available every day throughout this first week of classes I really appreciate all of your team. Special thanks to Jonathan Phang who went above and beyond calling me to follow up with another possible fix…he was genuinely worried for me! Thanks again guys, what a great team!

Team diagnosed the underlying issue, resolved it quickly, and communicated well with me at every step

Isay provided a very high level of service in resolving my IT issue. His expertise and diligence was very much appreciated!

Excellent service. Thank you. I believe I have the name correct – Jeffrey Bonnichsen. Very efficient, patient and helpful. All my interactions with Service Desk Staff have always been excellent. Thank you

I received my approval to work after hours at milne sooner than expected.

I had excellent assistance!! thanks so much!

The staff member at Hatfield Marine Science Center was able to get my phone hooked up via my computer quickly.

I received a comprehensive email regarding how to solve the problem I was having with zoom. I have not experienced any more issues.

Hamza is an all-star!

Ed was excellent!

Staff walked me through the process of adding a new android device for Duo authentication. They did a fine job.

Every tech during the COVID-19 event has been awesome!

Very helpful, very friendly, immediately got my issues solved and followed up with extra info in case something else went wrong. Very pleased with the service.

Paul Schreiner was the Service Desk staff member who helped me. He was extraordinarily professional, knowledgeable, a patient. Paul provided outstanding service with an upbeat personality. Thanks!

The technician was very friendly patient and competent. Solved my problem with clear expertise.

My account was compromised due to clicking on a phising email. The support I received from IS during this stressful time was wonderful. Thank you for your quick response and awesome help!

Dennis was very helpful and was able to resolve my login problem very quickly.

Ed was fantastic, such a huge help. We solved the problem, and I would not have been able to do it without him.

Noah (E) was amazing and patient and kind – I am so grateful for all the help he gave me – I would have never figured out my docking station without his help!

Kade was terrific spending time until issues resolved. I’ve had nothing but great service from service desk. Bravo.

Austin was wonderful! Patient, helpful and professional.

Thank you very much for your help with this and your continued support for a lot of us working at home these days!

Thank you so much for all your help: Victor, Dennis and Zac!

Eddi helped me and persevered thru several tasks and two hours of support in helping me get what i needed. thanks

we had lost a folder in BOX, accidentally deleted by a previous owner. they worked hard to recover it. we appreciate their persistence.

As always your staff was patient & helpful. My problem was solved. Great job! Many thanks.

Keep Teaching Assistants (KTAs)

We have a new resource to help faculty who are using Zoom to teach classes.

The Keep Teaching Assistants (KTAs) are students with some Zoom admin access who have been trained to assist instructors during a class.

We can reach them by doing a mention in the OSU IT team: @KTA

Instructors can also request to have a KTA assigned to their course.

For details, please see: Requesting “Just In Time” Zoom Support for OSU Courses

Service Desk Channel Moving to Teams

As you may have noticed, all of UIT are moving from Slack to Teams, and it’s time to move the Service Desk channel over as well.

We have two teams that all of you should be in over in Teams:

  • IS Client Services – for internal, departmental topics specific to us. Membership is managed by Kirsten and Max.
  • OSU IT – for more public conversation among communities of practice across IT at OSU. Membership is updated automatically by IAM based on Grouper groups.

You might be wondering why the Service Desk channel is in the more public team. (Note: it is actually restricted to IT Pros, but is “public” in the sense that a lot of people are there, including some CN customers.) The reason is that folks across campus are interested in what the Service Desk is doing and talking about, and like to lurk in our channel. While the Service Desk channel is not intended to be a support mechanism, it is a useful tool for sharing information about things we are all seeing at tier 1 support. We didn’t want to break that.

What is Happening?

On Friday, 4/3/2020 at about 4:00pm, I will archive the #service-desk channel in Slack. (Assuming nothing super crazy happens tomorrow…)

Prior to that, I will be reminding folks to take conversations they would usually have in #service-desk over to the “Service Desk” channel in the OSU IT Team.

Why??? I love Slack.<Sad Emojis>, etc.

We need to all be in one chat tool. Being in two is making some things very difficult. Most of UIT has already moved over so we have to use Teams to contact them anyway.

Feature-wise, Slack and Teams do most of the same things. If you need help, please ask. Microsoft has a lot of good tutorials and such, and I’ve started documenting common issues we’re seeing here in our KB: https://oregonstate.teamdynamix.com/TDClient/1935/Portal/KB/?CategoryID=16008

What Even Is Teams?

Teams is OSU’s official chat platform. Get there via http://teams.oregonstate.edu and login as username@oregonstate.edu.

When chatting with a student employee, make sure to use their username@oregonstate.edu account.

Is Slack Going Away?

No, not yet. Please note that while UIT has an instance of Slack at osu-it.slack.com, other departments around campus have their own Slack instances. UIT is moving off of Slack in favor of Teams, but that doesn’t mean other departments are doing that yet.

Where Did All the Slack Channels Go?

I will get this into the KB shortly, too, but quick cheat sheet:

  • #teamdynamix -> OSU IT / ITSM
  • #accounts -> OSU IT / Accounts
  • #duo -> OSU IT / Accounts
  • #box -> OSU IT / Productivity Tools
  • #is-campus-labs -> OSU IT / Endpoint and Labs
  • #endpoint-team -> OSU IT / Endpoint and Labs
  • #service-desk -> OSU IT / Service Desk

New Teams KB Articles

I’ve created several KB articles for known Teams issues:

Regarding the external members and guests, neither is working at this time. Please escalate such requests to the Office 365 tier 2 team. We will let people know what the status is, and keep them posted regarding changes.