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.

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