Service Desk Digest 11/30/2020

Canvas, Kaltura Escalations

For escalations to the Canvas and Kaltura teams, it is okay to reassign the ticket rather than creating a task.

The infosheets have been updated to reflect this:

Other teams we reassign tickets to include WAMS and Telecom. In each case, these teams provide direct customer support.

For backend teams such as NOC, Infrastructure, IAM and Endpoint, we will usually create a task instead.

Please let me know if you have questions!

Duo Coming to Canvas

The Canvas team are targeting December 15, 2020 to implement Duo in front of Canvas.

Canvas has been exempted from Duo until now to ensure that the OSU community had built up a practice of using two-step login before we risked enabling this in front of the university’s most important app. This change is not expected to negatively impact students.

Comms are starting to go out this week. I will share more information as plans firm up.

UIT Customer Experience


A reminder about this note from Andrew:

“We are officially changing our department name to Customer Experience. I am excited about this name as it clearly communicates our mission to help our community have a positive experience around technology. Please update your email signatures to reflect this change.”

For some example signatures, please see:

Our distribution list names have been updated, but the name “Client Services” still appears in a number of web pages, KB articles, etc. If you see the old name somewhere, let me know and we’ll get it updated.

Update organizational chart for Customer Experience:

macos Big Sur Update

On Tuesday, I sent an email to 471 Mac users in CN (based on JAMF asset info) advising them not to upgrade to Big Sur at this time.

Since the release was available on November 12, 35 CN Macs have been upgraded. About half of those are owned by IT or Ecampus staff, probably because they wanted to test things for their customers.

There have been about 16 tickets to the Service Desk so far. (Ticket report: I am only aware of one computer that “bricked” after upgrade, and I don’t have the ticket number for that one yet. It was an Engineering-supported computer, and we advised the customer to contact Apple. They did fortunately have a backup before upgrading.

James does not yet have packages he can push out for ESET or AnyConnect. He said he would have more time to focus on this next week. We have working installers for both, and our documentation has been updated.

Of the 35 Big Sur computers, 30 of them had the MDM profile approved. I have made tickets for the other 5 to get that resolved. Only 6 of them have a working version of ESET right now, and only 3 have a working version of AnyConnect.

At this point, we are not yet blocking the install on CN computers. We have advised folks not to upgrade, and they seem to be paying attention to that warning. James also reports that Apple is not making the upgrade very obvious yet. 

I’ll plan to send another update to the CN Mac users once we know more about the feasability of pushing ESET and AnyConnect out. For now, we can make tickets for the ones who have upgraded and help them get those applications working properly.


Service Desk Digest 11/13/2020 – Tanium, Big Sur, Exposure Notifications, Username Changes

Tanium Client Being Pushed to Managed Computers

The Tanium client has been tested internally and Infrastructure are now ready to start pushing it out to managed computers.

Tanium gives our security team more visibility into the university’s security posture. In testing, the deployment has been transparent to customers.

Devices in UIT will receive the Tanium client today. CN customer computers will receive the client starting Tuesday, November 17.

Service Desk does not have much documentation on Tanium at this time. See:

Big Sur Not Recommended Yet

If customers ask about whether they should upgrade to macOS Big Sur, let them know we are not recommending that yet. For more information, see:

Oregon Exposure Notification Program Reminder

Reminder that this was announced to the OSU community this week and Service Desk are the point of contact for helping members of the OSU community install the mobile app. Please escalate questions we can’t resolve to the Web team.

For more info: Oregon Exposure Notifications (Internal)

ONID Username Changes Reminder

Reminder that we are still unable to do username changes for people who have an Exchange Online mailbox. We can still process username changes as before for all other users (those who do not have an EOL mailbox).

For employees, we can still set a new or additional email address to match their name.

The Office 365 team are working on resolving the username change issue. Please set tickets out for a bit to review later when this option is available again.

Oregon Exposure Notifications Pilot

OSU is working with the Oregon Health Authority to pilot a covid-19 exposure notification program. Students and employees will be notified about this soon and asked to opt in.

Details about the program – including install steps – are here:

And documentation in our KB is here:

The Service Desk may get some questions about installing the smartphone app, so please take a look at the instructions. Note that the app is not searchable in the Google Play store or Apple store. Some older phones may not meet the minimum hardware requirements to run the app.

Questions about how the program works and about privacy are addressed on the site at

For technical issues we can’t solve, please escalate to WAMS.

Let me know if you have questions!