Service Desk Digest 10/19/2020

New NWS-Term4

In case you somehow missed it, we have a new terminal server and a new way to access it. Instructions are here: IT Pros – Access NWS-TERM3 or NWS-TERM4

Note that you will sign into the jumphost with your ONID account (which has Duo), then Remote Desktop connect to nws-term4 and sign in with your admin account.

Keeper for Passwords

We have transitioned from using KeePass to Keeper. The new tool is more secure and also provides a mobile access option.

You should have received an invitation from Keeper to set up your account. Once you have done so, please let Max know so he can add you to the Client Services group.

Keeper setup instructions: Keeper Setup

LAPS Reminder

Reminder that CN Windows passwords for local administrator account are now managed in LAPS. For more information, see: Microsoft Local Administrator Password Solution (LAPS) (Internal)

Training Reminder – Covid Appointment Scheduling

Please complete the Covid appointment scheduling training if you have not already: SD Scheduling During Covid

Service Desk Digest 10/6/2020

VPN Disconnects

NOC found a hardcoded idle timeout at the firewall that was causing disconnects of idle VPN sessions at 30 minutes. They fixed the issue this morning, 10/6/2020. The idle timeout is now 2 hours 5 mins at the firewall.

I’ve updated this KB article: VPN – Resolve Frequent Disconnects

I think this explains some of the reported disconnect issues, but not all. Many were already resolved by diagnosing local connectivity issues or updating sleep settings.

MyOSU Sunset

MyOSU will be retired the morning of 10/12/2020. Usage logs show that most customers have already moved to MyOregonState.

Service Desk is the first point of contact for support for MyOregonState. We should make an effort to answer customer’s questions. If customers are running into errors, we need to do some work to figure out what is broken, and therefore how to escalate, just as we did with MyOSU.

Jill Swenson provided some helpful steps to troubleshoot MyOregonState issues, and I have documented those here: MyOregonState Service InfoSheet (Internal) Status

A second reminder email was sent last week to customers who have content in their public_html directories in the ONID home space. If customers reply to the survey asking to keep their site, it will be maintained for now. If they do not respond, it will be archived on 10/19/2020.

A few customers have asked how to access their web directories. This article was sent to customers in the announcement emails: ONID – Home Folder

I have made some updates to that article and the linked articles to clarify that you can use the map network drive, file transfer, or SSH methods from anywhere. Feel free to make other updates if you think the articles need it. They are pretty old and I didn’t test the steps.

Covid Appointment Training

Reminder: Please complete the training for our new appointment scheduling process: SD Scheduling During Covid

Service Desk Appointments During Covid

Our processes for scheduling appointments have changed a bit in light of safety needs around Covid and limited on-site staffing.

Our updated scheduling procedures are documented here: Service Desk Appointment Scheduling During Covid

In addition, we are moving to Bookings for scheduling customer appointments. Please complete this short training on the process: