VPN Support Training

We have a new training module for VPN support. It covers all of the changes coming with the new VPN, as well some basics about how VPN works, who is eligible, when to use it, and alternatives. Everyone in Client Services should have access. Let me know if you do not.

Course Link: https://canvas.oregonstate.edu/courses/1807048

Zoom Student Licensing

Incoming students are granted a license for Zoom once they complete START or register for at least one credit, whichever comes first. Ecampus students don’t typically complete START, so there is an issue there. College of Engineering has the largest online program and their advising group is aware of this issue.

Zoom Meeting Passwords are Coming Soon

Starting July 19, all Zoom meetings will be required to either have a Waiting Room or a Passcode enabled to ensure safer, more secure meetings. Zoom meeting hosts were notified of this change on Monday, 6/29.

Additional details about the July 19th change can be found in our Zoom Knowledge Base article: https://oregonstate.teamdynamix.com/TDClient/1935/Portal/KB/ArticleDet?ID=110959

“Account Unification” No Longer a Thing

In the past, most employees at OSU had two accounts – an ONID one, and a departmental one. The account unification project combined those accounts into one for the vast majority of employees.

New employees are currently setup with ONIDMover via a process that we had been calling “account unification” but at this point, that is a misnomer. The process involves moving the ONID account to the correct OU in Active Directory, and putting an Exchange mailbox on it. Soon after, newly created Exchange mailboxes are subsequently migrated to Exchange Online. Going forward, we can simply call this process “new employee account setup”.

I’m putting in a request to update RefTool as well. It currently shows “Not Unified” for accounts with a primary affiliation of “employee” that have not yet been claimed with ONIDMover. We will probably change that to something like “Managed” vs “Unmanaged” or similar. We will also be removing the CN Request form to unify accounts. Customers should use the New Employee Account Setup form instead.

Note: there are sometimes cases where an employee has two accounts that need to be merged. With the migration to Exchange Online, we do not currently have a good way to do that. For details, please see: Cannot Unify Exchange Account with ONID Account

June Service Desk Stats

• Tickets created by members of Service Desk: 2,089
• Tickets created with initial responsibility of Service Desk: 3,893
• Tickets with KB article linked: 592
• Top ticket counts by service offering:
  • Outlook/Exchange: 281
  • VPN: 143
  • Zoom: 85
  • Office 365: 70
  • Adobe Products: 39
  • Office: 34
  • Box: 30
  • GSuite: 28
  • MyOSU/Online Services: 25
  • Canvas: 24
• Top ticket counts by linked KB article
  • MyOregonState Service Infosheet: 73
  • CN Computer Build Process: 57
  • Online Services – Obtain Web Transcript: 52
  • Account Closure Process: 45
  • MS Teams – Create a Team: 44
  • Account Creation Process: 35
  • Access Rights to existing resources: 28
  • Requests for Covid-19 loaner: 21
  • Creating a resource calendar: 14
  • Name and username change: 12