Category Archives: Community Network

New process for outgoing machines

Effective today (1/4/19), completed builds will be placed in the grey cabinets in the Milne 213A hallway rather than the metal shelves in 213.  Each cabinet is numbered and the cabinets will be labeled with dry-erase markers to indicate which ticket is where and what items are included.

Intake

Shipping/Receiving techs will be responsible for labeling each cabinet with the ticket number and checklist of all the equipment included with the ticket.  They will make note in the ticket of which cabinet is assigned for the machine and peripherals.  Any items which have not yet arrived from the vendor will be labeled as PENDING; this label will be removed when the item arrives and has been moved from the mailroom into the outgoing cabinet.

Builds

Machines awaiting builds will still be found on the metal racks in 213.  When you complete a build, bring it to the allocated cabinet and check the box to show that it’s in the cabinet and ready to go.  Update the ticket indicating that the build is complete and the machine has been placed in the cabinet.  The Location field in the CN Build/Rebuild and CN Device/Application Support forms have been updated to include Outgoing Cabinet; the cabinet number will be required.

Placements

When placing a machine, the placing tech is responsible for ensuring that all of the peripherals are present.  If there is anything labeled as PENDING, use a marker to indicate what you have placed and leave the info written on the cabinet; if everything is present, use a paper towel and a bit of Windex (both are next to the cabinets) to erase the entire entry.

Updates to Build Tracker

Good Evening Colleagues,

I have recently added some features to Build Tracker and they are now live.

Features:

  • Build Location now displays relevant locations
  • TDx Asset information retrieval
  • Minor updates to instructions

Build Location:

Prior to this update, the “Build Location” column in the list of was rarely filled in, and quite frankly, not helpful. Now that builds are scattered around across multiple rooms, I feel it’s especially important to be able to keep better tabs on where each build is. With this update, you’ll be able to set your desk location as the location of the build. These desk locations pull directly from Teamdynamix, so any changes to those in the future should be reflected in Build Tracker.

To set a specific location, set “Build Location” to “Technician Desk”, and the “Specific Location” dropdown will appear. Then simply select your desk and click save. This will update the entry in Build Tracker as well as update the Teamdynamix Ticket.

Asset Retrieval:

In our transition from Inventory to Teamdynamix Assets, I have implemented a button in Build Tracker Interviews that will retrieve Asset information. It works identically as retrieving Inventory data, albeit slightly slower in response.

Thank you, and let me know if you have any questions.

Where is the customer’s equipment?

Recently there has been some confusion about the location of customer computers, boxes and peripherals.

I have updated our documentation on the purchasing process to cover this: Recommendations and Purchasing

Please note the following:

For AES/Extension off-campus customers:

  • The boxes and peripherals stay with Lisa Gillis.
  • The computer goes back to Lisa after build; Lisa applies a stop tag and arranges for delivery or pick-up.

For all other CN customers:

  • The boxes and peripherals stay in the mail room.
  • The computer goes to the outgoing rack after build. (If it is a laptop, the power adapter will be with the computer.)

Updates to CN Windows Image

Please be aware of the following recent changes to the CN Windows 10 image. If you have questions, contact Kirsten Petersen.

Updates to default programs:

  • Email: Outlook 2016
  • Browser: Internet Explorer (IE is still the one browser that works best for most OSU services)
  • PDF: Acrobat DC (Support for Adobe Acrobat XI Pro ends 10/15/2017)
  • Media player: VLC
  • RDP: Remote Desktop Connection
  • OSU home page set as default in IE, Chrome and Firefox (but not yet in Edge).

Start menu clean-up:

  • Taskbar now includes IE, Chrome, Firefox, and Outlook.
  • Links to apps such as Bing News, Bing Weather, etc. have been removed.
  • Search/Cortana and Edge still show and cannot be removed.
  • Now includes just two groups for Office apps and web browsers.

The following Windows apps were not removed and remain provisioned:

  • Alarms and Clock
  • Calculator
  • Camera
  • Cortana
  • Feedback Hub
  • Get Help
  • Microsoft Edge
  • Mixed Reality Portal
  • Paint 3D
  • Photos
  • Windows Store
  • View 3D
  • Voice Recorder

The following apps were removed (following discussion with several techs):

  • 46928bounde.EclipseManager
  • ActiproSoftwareLLC.562882FEEB491 (a.k.a. “Code Writer”)
  • AdobeSystemsIncorporated.AdobePhotoshopExpress
  • Microsoft.BingNews
  • Microsoft.BingWeather
  • Microsoft.Getstarted
  • Microsoft.Messaging
  • Microsoft.MicrosoftOfficeHub (“Get Office”)
  • Microsoft.MicrosoftPowerBIForWindows
  • Microsoft.MicrosoftSolitaireCollection
  • Microsoft.MicrosoftStickyNotes
  • Microsoft.NetworkSpeedTest
  • Microsoft.Office.OneNote
  • Microsoft.Office.Sway
  • Microsoft.OneConnect (Wifi, Cellular)
  • OneDrive app
  • Microsoft.People
  • Microsoft.RemoteDesktop
  • Microsoft.SkypeApp
  • microsoft.windowscommunicationsapps (a.k.a. “Mail”)
  • Microsoft.WindowsMaps
  • Microsoft.XboxApp
  • Microsoft.ZuneMusic (a.k.a. “Groove Music”)
  • Microsoft.ZuneVideo
  • PandoraMediaInc.29680B314EFC2

Building Surplus Computers

It is a generally a bad idea for us to do a CN build for computers that came from OSU Surplus.

If a customer asks about this, please advise them that surplus computers are often too old to be set up with modern operating systems and software. Also, even if a surplus computer is not that old, it may have been sent to surplus because it has other reliability issues.

If a customer is adamant about having a surplus computer built as a CN device, please make a ticket and assign it to “Service Desk – Managers”. Let them know a member of the management team will get back to them.

 

Note: this notice applies to university-owned CN devices, not personally-owned devices. Also, I am not talking about “trickle-down” computers that came from another person or department. I am just talking about a computer that went to OSU surplus, and then was bought by a CN-supported department to be re-used as a CN machine.

Scheduling Computer Placements

Due to feedback from customers that a 90 minute appointment is too long for them, and from technicians that most placements do not take 90 minutes, we have made the following changes:

  • In Interview, the default appointment placement length is now 60 minutes.
  • The technician who does the interview may specify a different appointment length as needed. (See On Campus Interviews.)
  • The email response template notifying customers that they need to call us to schedule their placement no longer says how long the appointment will be. We can discuss that with them on the phone when scheduling the appointment.

If customers balk at a long appointment time, we can tell them that they really only need to be available for the first 30 minutes, but the technician may need longer to complete their setup. In such cases, we may miss some items, so it is preferable that they are available for the entire appointment. However, we can work around their schedule as needed.

Upcoming Change to note:

Many placements are pre-scheduled at the time we pick up the computer and do the interview, typically for 5 business days out. However, pre-scheduling the placement is not always possible. In the near future, BuildTracker/Interview will be updated to indicate the reason a placement was NOT pre-scheduled.

Example reasons to NOT pre-schedule placement include:

  • Extension customer (computer is shipped to them by Lisa Gillis, or picked up from Milne instead).
  • End-user not available to schedule placement.
  • Hardware issues may delay rebuild/repair.
  • Malware issues may delay rebuild/repair.

ISCS-MDT moved to new core

The ISCS-MDT server (used for Windows deployments at the build bench) has been moved to new core and to the same VLAN as the build bench in Milne. Anyone using a USB boot stick to do deployments will need to update. Some quick notes about the move:

– Cyder workgroups (DHCP options) OSU-MDT-PXE and OSU-MDT-PXE-UEFI have been updated with the server’s new IP address.

Old: VLAN 463, 10.198.0.68
New: VLAN 1112, 10.217.96.133

Note: Next week I will be asking NOC to configure IP helpers on the Milne building router. This will replace the workgroups above for the build bench, allowing any client (BIOS or UEFI) to PXE boot.

– MDT boot images have been updated to use the server’s FQDN/DNS name instead of IP address.
– The build bench firewall (CN2-FW) has been updated to allow the necessary ports through for remote management and OS deployment.

CN computer intake location

Team,

For CN computers destined for the build bench, the intake/drop-off location is now the grey cabinets at the West end of the long corridor outside Andrew’s office (end closest to the door).

A sticker should be added to each computer including the following information:

  • Ticket #
  • Customer Name
  • Date dropped off

If a computer is too large to fit in the cabinet, it can be placed on the floor next to the cabinets or across the walkway. For large shipments of computers that won’t fit by the cabinets, they can be stored in the old Bench office – please notify Samuel and Jeff if this is the case.

This is ONLY for CN computers, not personal devices.

Let me know if you have any questions or concerns about this change.

NOTE: the intake location for Extension computers is still the Ballard office.

Changes to Coho Salutation and Signature

As of 8/22/2016, I have made the following modifications to the salutation and signature on Coho tickets in the “CN Base” queue. Note: I have not modified other queues yet.

  • The salutation now says “Hello Name” instead of just “Name”. If you feel it sounds awkward in any particular correspondence, feel free to remove it or change it.
  • The signature block now contains two “news” items: a link to an FAQ about what the Service Desk is, and a link to an announcement about the move of the walk-up from the library to Milne.
  • I have rearranged the signature block so that the technician’s name appears first, the news items second, and the “To respond…” section last.

Let me know if you run into any issues with this.

Software Install Best Practices and Reporting Issues

Team: we have some inconsistencies with how we are doing software installations for customers. To address that, Jade is working on a  recommended best practice document for the software packages we install most often; it will be in ITKnows shortly.

Please note: the preferred method for installing Office 2016 ad-hoc is to do so via Software Center.  

If you install Office 2016 via \\software.oregonstate.edu instead, you will need to update the shortcut for Skype for Business in the start menu as it will be broken otherwise.

If you run into issues doing a software install or with other processes, please do the following:

  • Split a ticket and describe the issue
  • Set Max Cohen as responsible

Thank you!