Due to staffing issues in Athletics, the Service Desk will be assisting Athletics employees with IT support for the near future.

Athletics have not been on-boarded as CN customers, and we do not have local administrative access to their computers at this time. That may change in the near future.

Please do not refer Athletics customers. Do your best to assist them. See below for options if you get stuck:

1. Please check the KB first. We will add information to the Athletics internal infosheet as we gather it: https://oregonstate.teamdynamix.com/TDClient/1935/Portal/KB/ArticleDet?ID=27573
2. Richard Turk is serving as the UIT liaison to Athletics at this time; contact Richard (after checking the KB) for any questions we would normally have brought to Athletics IT, e.g. about department-specific software, network shares, etc.

ONID Website Update

IAM have launched a new version of the ONID website this week. The pages for signing up for ONID, changing password, and recovering an account (previously: changing a forgotten password) have all been updated and improved. Note: the relevant KB articles have already been updated as this launch was delayed previously by the pandemic.

Communications to Customers

When you are working on a ticket, please make sure to send the customer updates. Even if you are not sure what the next step is, it doesn’t hurt to send an update letting the customer know we are still looking into it. Keeping up good communication is one of our main functions.

If we have bad news for a customer, it is even more important to communicate that early. The longer we make them wait, the more unhappy they will be about it. Feel free to ask for help if you are looking at a bad news situation. The team is here to help.

Always Make a Ticket

We have had a couple of issues lately where customers followed up on a call and there was no ticket for us to refer back to. Please remember that the ticket is an important communication tool that helps your team mates help the customer. Customers don’t want to have to repeat the same information, or have us try the same steps again and waste their time. And if we get a complaint, the ticket tells us which technician to talk contact to get our side of what happened.

Always try to get the customer’s name, but if you can’t for some reason, you can make the ticket with “phone @log” as the requestor.

ArcGIS Renewal Underway

The campus license for ArcGIS expires soon, and the renewal process is underway. Customers who connect to the campus license server don’t need to do anything, but some customers use ArcGIS offline. If you get a question about that, let them know it’s in progress. If customers would like a notification when it’s ready make a task for “Software Distribution” and Pelkey will let them know when it’s there.