Category Archives: All Groups

Build-tracker 4/29/21

Build-tracker will be undergoing maintenance 4/29 at 7:15pm. This should take 5-10 minutes.

Go to Checkoff button

There is a new addition to Build-tracker within the build interface.

The “GO TO CHECKOFF” button, in the bottom right, takes the user to the checkoff section of build. This is only available after expanding the “Accounts” subsection.

Service Desk Blog 4/19/2021

Welcome New Team Members!

I neglected to send out a welcome to our Fall 2020 new hires, so let’s start there:

  • Madeline Acherman
  • Jawad Alamgir
  • Zach Breazile
  • Troy Cobos
  • Nick Dickens
  • Tim Gonzales
  • Derek Grose
  • Andrew LeClaire
  • Emmanuel Moncada
  • Sameen Shahzad
  • Andrew Vester
  • Miles Wineland
  • Ricardo Wu

And welcome to our new Spring 2021 hires:

  • Matt Chiasson
  • Nitya Patil
  • Julien Plomion
  • Axel Pothier
  • Colston Warne
  • Kitrick “Kit” Miller
  • Marco Predovic
  • Daksh Viradiya
  • Noah Chung
  • Eli DeJack
  • Justin Kiernan
  • Ahmad Rafique

Farewell!

We had a few students leave us recently. Please join me in wishing them well on their next adventures.

  • Clayton Irish
  • Matt Sleeper
  • Cole Lingo

Thank you for being part of our team! We will miss you.

Spring Term Items

We are in the process of planning the Spring Term student meeting. If you have suggested topics for the meeting, please let Kirsten or Max know, or contact one of the student leads.

If you are graduating this year, please remember to do a FERPA release if you want a supervisor to respond to reference calls for you. You can also contact Max, Kirsten, or Andrew for help with your resume, cover letters, or to ask for a letter of recommendation. I also recommend setting up a LinkedIn profile – Max or I can add you to our LinkedIn group where current and former CX employees share job postings. It’s a great way to stay connected.

Reminders

Verify ID when resetting a CN account password.
We need to make sure we are resetting the password for the right person, and not being socially engineered. The process is similar to Duo verification and is documented here: CN – Accounts – Administratively set a CN Password (Internal)

Only use ConnectWise when needed.
You should only be asking the customer to do a remote session when you need to see their screen. There are many requests for which this would not be needed, and we don’t want to waste the customer’s time. Always tell the customer why you want to do a remote session, and ask them if they are okay with doing that. Always ask before taking control of the remote session, and always tell the customer what you are doing as you do it.

Respect the customer’s time.
Know whether you are making forward progress in a call or not. Give the customer a rough idea of how long things will take so they know what to expect. If you are not sure, let them know that, too. If you are not making progress, seek help. Sometimes a referral may be needed, but make sure you are getting the customer to the right place and that they know why you are referring them elsewhere.

  • Case in point: A customer recently gave feedback that they spent 3 hours on the phone with us before we told them we couldn’t fix their issue because it wasn’t an OSU service. That is something we should know and address at the beginning of the call.

Involve instructor in course-specific troubleshooting.
We support Canvas from the technology side of things, but if a student or TA needs help that is specific to a course or assignment, they should probably talk to their instructor. For example, sometimes instructors post assignments incorrectly, and they are the only ones who can address that. We can email information – such as troubleshooting steps tried – to instructors if needed.

Ask yourself: could this be a warranty issue?
If you are helping a customer with a university-owned device that appears to be having hardware issues, please look up the service tag or serial to see whether it is under warranty. Part of the CN service includes helping coordinate warranty repair or replacements for customers. For computers at Extension sites, we can often have the vendor go on-site to do repairs, meaning the customer does not need to ship the computer to Milne. For more about CN warranty repair, see: CN – Hardware Warranty Repair Process (Internal)

Customer Feedback

The following are just a few of the comments we received on customer surveys last week:

“Quick and professional as always.”

“I appreciate all of the help I received as well as clarity in explanations and support services both on the phone and online. Thank you!”

“Very helpful and it did not take too long to get the issue resolved.”

“Many thanks to Mr. Burks, who was very patient with my questions and helped me learn some things.”

“It took a 2 phone calls to complete the requested help, but both techs were extremely helpful and kind to work with! Thank you!”

“Your team was great at walking me through the problem and guiding me to a solution. I was also impressed at how quickly they were attentive to my request. Good work.”

Keep up the great work, everyone!

Service Desk Digest – 3/24/2021

ONID Activation Changes

There will be a new ONID activation process soon, which should hopefully reduce support calls. The change had been scheduled for 3/25, but has been pushed back to next week (probably 3/31). You can see a walk-thru of the process or try it yourself. For info, see: New ONID Activation Process

IAM have already written draft updates to the relevant KB articles; these will be published when the new process is put in place.

Security Software Deployment

There will be another round of security software deployed to university-owned Windows computers (workstations and servers) starting Thursday, 3/25. If you run into issues with high disk I/O or CPU utilization that appear to be related to the new software, please see the parent tickets and ask in the SD Internal Talk channel for assistance.

MyCN Status

MyCN is working for access to CN-Home and CN-Share. However, customers can no longer access other network shares. Password changes are also not working at this time.

It is likely that MyCN is going to stay like this for a while. Please help customers with work-arounds: MyCN Parent ticket

Changes to Wireless Network

NOC has made some updates to the wireless network, including disabling WPA TKIP legacy encryption method. Only a handful of devices were seen still trying to use this method. For details, see: Wireless change parent ticket

Service Desk Digest – 3/8/2021

Zoom Update

Zoom update 5.5.4 was released March 1, and has improvements for clearly indicating who is sharing content. It also includes a new custom gallery view order option so that when non-video participants turn on video, the gallery order doesn’t change. Please encourage customers to upgrade.

Details here: https://support.zoom.us/hc/en-us/articles/201361953-New-updates-for-Windows

Upcoming Banner Maintenance

  • March 11 @ 12:01am-4:00am – MyDegrees outage to apply security upgrades. This maintenance is scheduled after registration.
  • March 13 (in the morning) – PROD database upgrade to Oracle 19.3. Impacts Appworx, AWA, Banner Self-Service, Banner 9, some admin tools in Canvas, Clean Address, Nolij, MyDegrees, eSET, EvalS, FormFusion, some MyOregonState links, Banner Workflow, some OnBase functions, Curriculum Inventory Management (CIM), Academic Catalot (CAT), Schedule of Classes.

Skype for Business Removal

The Endpoint team are rolling out a package to remove Skype for Business from CN-managed computers. This process is currently running against computers owned by UIT. Pending the results of that push, the package removal will be pushed out to the rest of the CN fleet.

Note that OSU’s Skype for Business servers were taken down a while ago. However, it is possible that some customers may still be using it to access non-OSU servers. In that case, they are welcome to reinstall the app.

Beaver Basecamp

Beaver Basecamp is a tool used by Admissions to manage the new student admissions process. Note that incoming students make an account in Beaver Basecamp before they get their ONID account. Once they are fully admitted, they sign up for ONID and at that point have a new username and password. A few folks have been confused by the two different accounts.

Questions about Beaver Basecamp should be referred to Admissions.

For more information about Beaver Basecamp, see: Beaver Basecamp

What’s My Phone Number?

OSU extensions are commonly written in a 5-digit format:

  • If you see an OSU extension that starts with a 7, the full number will be 541-737-xxxx.
  • For OSU extensions that start with a 3, the full number will be 541-713-xxxx.

Tanium & Tenable

Tanium and Tenable are management applications that run on university-owned devices. Tanium ensures critical updates are applied, and Tenable monitors for vulnerabilities. For the most part, we should not need to do anything with either application.

Once Tanium is installed on a computer, VPN is not needed in order to get updates. Tanium ensures that Tenable is installed and running. We are not installing Tanium on personal devices.

For more information about Tanium & Tenable, see:

MyOSU/Luminis Gone

Reminder that MyOSU was replaced by MyOregonState last year. I have pulled most references to MyOSU from the knowledge base. The “Luminis Admins” contact has also been removed from TeamDynamix.

For instructions on escalating MyOregonState questions, please see: MyOregonState Service InfoSheet (Internal)

Note that many OSU websites may still refer to “MyOSU” and customers may still refer to MyOregonState that way.

Reminder: Asking Questions

We are a team and it’s great to ask questions. However, there is a better way to do it! Read on for some guidance on how to ask for help:

  1. Gather all the info you can about who the customer is, which computer they are using, where they are, and what they are trying to do.
  2. Make good notes on the troubleshooting steps you have already tried.
  3. Determine urgency: When asking someone for help, let the other person know how urgent the request is.
  4. Learn something new: If you escalate, follow up to find out what the answer was.
  5. Document what you learned in the ticket and the knowledge base. Save future technicians time and trouble!

Please Install Sentry GateKeeper for E911

You may recall that Telecom asked us recently to test out the Sentry Gatekeeper software for e911 with soft phones. (See: https://blogs.oregonstate.edu/cnnews/2021/02/03/sentry-gatekeeper-for-e911-and-softphones/)

If you haven’t installed this software yet, please do so for your own safety. Sentry Gatekeeper will allow you to set your current address and have it associated with your OSU softphone number.

Why do I need to install this?

When using the soft phone, your OSU phone number is associated by default with the OSU Corvallis location. The 911 system assumes that you are located on the OSU Corvallis campus, whether you are or not.  911 calls will be routed to the closest center to your location or assumed location. If you make a 911 call and are not able to communicate your actual location during the call, emergency services may not be able to find you.

The Gatekeeper application is available to all OSU softphone users to install on their OSU-owned or personal Windows computers.  We are requesting that users who have the softphone application installed also download, install, and configure the Gatekeeper application on that same system.  

Mac OS and other non-Windows users who rely on the softphone via Citrix can access the Sentry Gatekeeper application along with the Avaya One-X Communicator in the Citrix App store (https://apps.oregonstate.edu) and look for the combined application.

If you can’t get the Sentry Gatekeeper to work on your personal computer, please contact Max Cohen; we can provide a computer for you to use for work.

How do I install Gatekeeper?

The application, license file, user install and configuration guide, and install video can be found here: https://oregonstate.box.com/v/911Secure-Gatekeeper.  There is also a short video for Citrix users that demonstrates configuring Gatekeeper by launching the “Avaya One-X + Sentry Gatekeeper” app link using Citrix Workspace.

More information can be found along with the link above in knowledgebase article available here:  https://oregonstate.teamdynamix.com/TDClient/1935/Portal/KB/ArticleDet?ID=126642

Reftool 2/23/21

Reftool is scheduled to be updated at 7:30pm on Wednesday February 23, 2021. While this happens the service will be unavailable for about 15 minutes.

Service Offering Access

A new block has been added when viewing a user’s page. It is located below “Contact Info”. The purpose of this block is to display the access and licenses users have to different service offerings, based on their groups.

Filtering

Clicking on “Service Offering” toggles the filtering method: ascending, descending, or none for the column based on alphabetical order.

Clicking on “Access” toggles the filtering of the service offering access based on the status.

It is possible to filter “Access” and “Service Offering” simultaneously.

The following are examples of what the block looks like for different accounts

ONID Account

Non ONID Account

Disabled

Removed

Sentry GateKeeper for E911 and SoftPhones

Steve Fowler with Telecom would like us to help test a new application.

The Sentry GateKeeper provides location data for E911 for soft phone users.

For information and a link to the installer, see: Sentry GateKeeper

Please try the installation and review the user guide. We do not need to make any test calls to 911. Please send feedback on this application to Kirsten Petersen or Steve Fowler.

Thanks!

Service Desk Digest 1/22/2021

Local Accounts

The following article has important information about how to do first time login on loaners, checkout computers, and CN computers: Windows – First Time Login Remote

Most loaners and checkout computers should have the “OSUBeavers” local account on them.

CN computers should have a local administrator password listed in LAPS. They should also still have the “Supportremote” account (see Keeper) but note that it is not a local admin.

Escalation to AT Teams

The Academic Technology teams provide direct customer service for services such as Kaltura and Canvas. As such, they have asked that we escalate by reassigning tickets to their teams instead of doing task assignment.

To reassign a ticket in TeamDynamix, select “Actions” -> “Reassign…”

The service infosheets have been updated to reflect this change:

Milne Construction

The construction in Milne (including the addition of a bathroom on the main floor) is expected to be done by the end of February.

If you have questions about the project, please ask Max.

In-Person Appointments and Personal Device Support

A reminder: we are still providing in-person appointments and personal device support, but with some modifications and limitations.

As covered in the training, our support is still “remote first” meaning that we should do our best to help people via remote before making an appointment.

All in-person support is by appointment only, and all appointments should be made in Bookings. Please don’t give the Bookings link to customers – we are not quiet ready for that yet!

For personal devices, ask a senior tech for assistance before scheduling an appointment. They may have more ideas to suggest. Or, we may not want to bother having them bring the computer in if it’s unlikely we can fix it (e.g. in the case of serious hardware issues). We don’t want to waste the customer’s time or our own by having them bring in a device that is beyond our ability to repair.

If you need a refresher on appointments, please re-do the training: SD Scheduling During Covid

New VPN Client

There is a new Cisco AnyConnect client available in the downloads folder – version 4.9.05042.

The previous version has a vulnerability: https://tools.cisco.com/security/center/content/CiscoSecurityAdvisory/cisco-sa-anyconnect-dll-F26WwJW

We don’t have a good way to push AnyConnect updates yet, so as you help customers, please make sure to check their AnyConnect version and help them update to the latest. Note that the install requires local admin privileges.

Kaltura Capture Issues: Suggest Zoom as Alternative

From Raul Burriel:

“We know that with the increase of distance learning, there’s been an increase in usage of the Kaltura Capture tool, but this also means more users having issues with the software. There are a number of variables at play here, including the user’s operating system and the version of Kaltura Capture. When a user does experience an issue, the immediate solution is to steer them to an alternate product and report the issue to Kaltura. OS, software version, and logs are helpful in reporting these issues to Kaltura. The product is supported by Kaltura and regular updates are released for the product. But since we can’t wait for a patch from the vendor, steering the user to alternate solutions – such as Zoom – will help get a user on their feet ASAP. “

Short version: if customer’s are having issues with Kaltura Capture, please make note of the relevant info and record that in the ticket for the Kaltura team. But to get the customer up-and-running, suggest they use Zoom for video recording.

Modifying Name in Zoom

From Carolyn:

“OSU is moving towards into a centralized display name that can be customized, providing the ability to provide preferences and pronouns that would be used throughout services like Zoom. Until that is in place we may disable the display name mapping and allow it to be customized. We should have an answer on this next week.”

For now, please see the work-around using the Zoom mobile app, where display name changes are still allowed: Zoom – Temporary Workaround for Editing Display Name in Zoom

CJIS Training and Fingerprinting

If you have not completed your CJIS training or fingerprinting, please do so ASAP. Let me or Max know if you have questions.

Service Desk Digest 1/19/2021

Expiration of Workstation Admin Account Passwords

For security reasons, the workstation admin (wa-) accounts expire every 90 days. Once they expire, getting back in requires intervention from another staff member. Folks who only login to their wa- account occasionally may not see a notice about the upcoming expiration.

To address that issue, we’re working on implementing a reminder script that will email you at your work and student email addresses when your password expiration date is coming up. For now, please note that you can check your account expiration date by looking it up in RefTool.

Police Department After-Hours On-Call Support

As of start of January 2021, Service Desk full-time staff are providing after-hours on-call support for the new OSU police department. The after-hours coverage is only for times when the Service Desk is closed; if Service Desk is open, dispatchers and officers should contact the Service Desk instead.

Please note that this on-call is only for the police department. It is being funded by the police department.

For more information, see: Service Desk After Hours On-Call for OSU Police Department

Office and Teams in CN Image

Up until now, the CN base image has still included Office 2016. This will be updated shortly to Office 365 or 2019 instead. We will be able to select one or the other during builds. Endpoint are working on this now. Office 365 is generally preferred unless the customer needs to use software that is not compatible with it.

Teams has not been included in the CN image because it is installed in the user profile and up until recently, we couldn’t install it before the user first logged in. However, Microsoft has provided a mechanism now that will allow us to ensure Teams is installed when the user first logs in. Endpoint are also currently working on getting this into the CN image.

If you have questions, please contact Jim Galloway.

Service Desk Digest 1/6/2021

ResNet Changes

OSU wireless is being added in the Gem, which has not had OSU wireless in the past. UHDS have been installing access points this week, so not all areas have coverage yet. The ResNet Service InfoSheet (Internal) has been updated to reflect this change.

In addition, UHDS are gradually moving residence halls to a different method for wired network registration. The process is slightly different for Tebeau, Halsell, Cauthorn, Dixon Lodge, Gem and Finley. Other buildings are gradually being transitioned to this new registration method throughout the year. For details, see: Connecting Devices to ResNet

VPN Setup on Chromebooks

Jeff has done some testing and determined that Chromebook users need to install the version of Cisco AnyConnect available in the Play Store, not the ChromeOS Web Store. However, there are two issues:

  • The Plat Store is locked out for @oregonstate.edu Google accounts
  • Older Chromebooks cannot use the Play Store

For personal Chromebooks, customers should use their personal Google account (not their OSU account) to login and then access the Play Store to install AnyConnect.

For OSU-managed Chromebooks, Jeff has access to make an exception so the customer can access the Play Store. We are also looking into allowing this for all OSU accounts.

Before escalating a request to access the Play Store, please ask the customer why they need VPN access. See VPN – Troubleshooting and Alternatives KB article for alternatives to VPN.

This information has been added to the customer-facing KB article: VPN – Setup for Android and Chromebook

Duo Mobile Support for Android 7.0 Ends 2/1/2021

Beginning February 1, Android users running version 7.0 or earlier will no longer be able to download Duo Mobile from the Google Play store. Customers running Android 7.0 or below will be notified by the OSU Duo team today, 1/6/2021.

For more information, see: Duo – Android 7.0 Support Ends February 1, 2020