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COHO outage – Thursday July 16th – 5:15pm-6:15pm

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What

The tracking system, COHO II (helpdesk.oregonstate.edu), is being migrated from a physical server to virtual infrastructure.

To accomplish this, a brief 10-20 minute outage for the cutover is necessary.

E-mail messages will be queued and delivered into the appropriate tickets after COHO is brought back up.

When

Thursday July 16th, 5:15-6:15pm

Brief 10-20 minute outage. But for rollback times, the outage window is 5:15-6:15pm

Why?

Migrating COHO from physical to virtual server to help speed, redundancy and stop using the aging server hardware that COHO runs on.

Questions, feedback, etc?

All the best.

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Outage – Lync, possibly impacting Exchange, outlook – July 6th.

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For those not aware already, Lync is having some issues. Some customers appear to be reporting Exchange/outlook issues also.

Josh created a master ticket

Please link any related tickets the master ticket. – 0340057

https://helpdesk.oregonstate.edu/otrs/index.pl?Action=AgentTicketZoom&TicketID=336014

Any updates to the root cause or resolution, please put a note in that ticket.

Thanks.

Base, Bench, Community Network, Field

CN Customer service survey – active July 2, 2015

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The customer service survey on COHO tickets is now active for Community Network.

Many thanks to David Williams for creating and helping the management team refine the survey.

Process change – As of today, July 2, 2015 – All tickets you oreviously set to CLOSED SUCCESSFUL – Now set to “Callback – Automatic”

More details

 Why?

  • Gather customer feedback about CN and on specific tasks/requests from CN customers.
  • This is one method we need to use to gather feedback from customers.
  • This aligns/standardizes the ticket processes between CN, OCH and Service Desk

When is the survey sent?

  • On every ticket that is put into Callback – automatic status.
    • That ticket is then put into Closed Successful status

What queues does this impact?

  • CN Accounts
  • CN Base
  • Base escalation
  • CN Recommendations
  • CN Projects
  • CN Remote
  • Cascades
  • Dowd-CAPS

The message text and survey is below

The Community Network (CN) is following up with your request. Our records indicate this request has been resolved or we are awaiting further information from you. If you feel we are in error, or need to provide additional information for us to assist you, please use one of the methods at the bottom of this e-mail to contact CN.

All the best!

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Please help us improve our service by taking this short, optional online survey:

http://oregonstate.qualtrics.com/SE/?SID=SV_d4G1mw9Lq5PYFRr

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Call Desk, OCH

OCH Call Center – customer service survey change

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Heads up

Jade has been working to change the OCH customer service survey. Thanks Jade!

That is complete now and has been implemented. The items in italics are what changed.

The new message for the

“This is a follow-up to the request you submitted to the OSU Computer Helpdesk. We believe your issue has been resolved, or we have not received a response from you for additional requested information.

If we are incorrect please use one of the methods below to let us know.

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Please help us improve our service by taking this short, optional online survey:

http://oregonstate.qualtrics.com/SE/?SID=SV_9uAqoG5rScvT2LP

**********************************