All posts by Max Cohen

Phone codes changing 8/17/22

Telecom will be performing a substantial update to the Avaya phone system the evening of August 17th.  The most impactful effect of this upgrade for us is that everyone’s phone login code will be changing; your current code will no longer work after the update.  In addition, you will only need to enter #54 and then your login code. For example, if your login code is 40100, to log in to the Service Desk queue you will enter #54 40100.  To sign out, you only need to press #56. I have updated everyone’s information in CX Management as of the evening of the 17th.

What you need to do:

  • Check the CX Management site ( when you start your first shift on or after Thursday, August 18th to find your newly-assigned Phone Code.
  • Please note, this will NOT affect your assigned phone extension- only the code which signs you in to the Service Desk queue.

Additional note for OSU Campus Operators: The updated version of Avaya requires a separate login code to be used for the Operator queue.  CX management does not allow us to enter multiple phone codes for our techs, so I will email each of you directly with your assigned Operator login code, and will additionally add your code in the shift description field in W2W.  I should have enough Operator codes to give each person their own code.

Please contact Max if you have any questions!

Phone extensions – new location

Student techs- beginning with next week’s schedule (August 9th-15th), your extensions will now be listed next to your name on your main WhenToWork home screen rather than putting them in your shift description each day. Extensions are assigned to you on a permanent basis and will not need to change. Please let me know if you have questions or concerns!


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.


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.


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.


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.

Tykeson Lab printing update

OSU Cascades IT staff have reinstated the cpads  (print release stations) in Tykeson lab.  Users may be calling with questions on how to use them;  documentation is posted on standing clipboards and lab door for students to follow.  The documentation is also here:

release your print job to the printer

The only issue that is still lingering is that large PDFs printed from Edge are about a 2 minute delay to start printing (and may be slow to print too). If printed outside of Edge (in Adobe, etc) PDFs will print very fast.  Chrome has been set as the default browser so this shouldn’t have too much impact.

GEM network update


From Chris White, UHDS IT Director:

The updates we did in The Gem yesterday didn’t solve the network issues we’ve been having over there. At this point the problem likely exists due to some offending device connected to the network. We’re going to start monitoring traffic with Wireshark by connecting a computer to the building switch this afternoon. If we don’t find anything immediately obvious it may take few days of logs to figure it out.

So, please have your staff let The Gem residents know, when they call or email, that we are actively working on the issue and that it’s our top priority. These things can just take time to track down.