All posts by Kirsten Petersen

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 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

Service Desk Blog 12/18/2020

Support for Public Safety Computers

CJIS (Criminal Justice Information Services) clearance is required in order to work on computers in Public Safety. This includes in-person work as well as remote support.

It is okay to help a Public Safety customer via phone or email, but you cannot do a remote session (i.e. look at their computer) unless you have completed your CJIS certification and been fingerprinted.

Many of us have completed the CJIS training but have not yet completed the finger-printing. Both parts are required for CJIS.

If a customer asks you if you are CJIS cleared and you are not, please ask in the “SD Internal Talk” channel for another technician to pass the call to. In some cases we may need to call the customer back.

RefTool “Login Failure” Bug Fixed

A recent bug in RefTool was causing a long integer to be displayed in the “Login Failure” field for a user. This issue has been fixed, and RefTool now shows the date of the last login failure instead.

Thanks to Michael Jereza and Lucas Friedrichsen for the quick fix!

Welcome Letter to New ONID Users Bouncing as Undeliverable

This happens when the customer activates their ONID account too soon after the account has been created. The email address has not yet been created at the relays, causing the welcome letter to bounce. IAM are aware of this issue and working on it.

The problem started after the old Cyrus mail system was completely sunset recently.

ONID Domain Functional Level Raised to 2012R2

Last night the Infrastructure team raised the functional level of the ONID domain in Active Directory to 2012R2.

It is possible that some applications may not be compatible with 2012R2. If we get a ticket about an AD-integrated application that has stopped working recently, please notify the Infrastructure team.

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.

UIT Customer Experience


A reminder about this note from Andrew:

“We are officially changing our department name to Customer Experience. I am excited about this name as it clearly communicates our mission to help our community have a positive experience around technology. Please update your email signatures to reflect this change.”

For some example signatures, please see:

Our distribution list names have been updated, but the name “Client Services” still appears in a number of web pages, KB articles, etc. If you see the old name somewhere, let me know and we’ll get it updated.

Update organizational chart for Customer Experience:

macos Big Sur Update

On Tuesday, I sent an email to 471 Mac users in CN (based on JAMF asset info) advising them not to upgrade to Big Sur at this time.

Since the release was available on November 12, 35 CN Macs have been upgraded. About half of those are owned by IT or Ecampus staff, probably because they wanted to test things for their customers.

There have been about 16 tickets to the Service Desk so far. (Ticket report: I am only aware of one computer that “bricked” after upgrade, and I don’t have the ticket number for that one yet. It was an Engineering-supported computer, and we advised the customer to contact Apple. They did fortunately have a backup before upgrading.

James does not yet have packages he can push out for ESET or AnyConnect. He said he would have more time to focus on this next week. We have working installers for both, and our documentation has been updated.

Of the 35 Big Sur computers, 30 of them had the MDM profile approved. I have made tickets for the other 5 to get that resolved. Only 6 of them have a working version of ESET right now, and only 3 have a working version of AnyConnect.

At this point, we are not yet blocking the install on CN computers. We have advised folks not to upgrade, and they seem to be paying attention to that warning. James also reports that Apple is not making the upgrade very obvious yet. 

I’ll plan to send another update to the CN Mac users once we know more about the feasability of pushing ESET and AnyConnect out. For now, we can make tickets for the ones who have upgraded and help them get those applications working properly.


Service Desk Digest 11/13/2020 – Tanium, Big Sur, Exposure Notifications, Username Changes

Tanium Client Being Pushed to Managed Computers

The Tanium client has been tested internally and Infrastructure are now ready to start pushing it out to managed computers.

Tanium gives our security team more visibility into the university’s security posture. In testing, the deployment has been transparent to customers.

Devices in UIT will receive the Tanium client today. CN customer computers will receive the client starting Tuesday, November 17.

Service Desk does not have much documentation on Tanium at this time. See:

Big Sur Not Recommended Yet

If customers ask about whether they should upgrade to macOS Big Sur, let them know we are not recommending that yet. For more information, see:

Oregon Exposure Notification Program Reminder

Reminder that this was announced to the OSU community this week and Service Desk are the point of contact for helping members of the OSU community install the mobile app. Please escalate questions we can’t resolve to the Web team.

For more info: Oregon Exposure Notifications (Internal)

ONID Username Changes Reminder

Reminder that we are still unable to do username changes for people who have an Exchange Online mailbox. We can still process username changes as before for all other users (those who do not have an EOL mailbox).

For employees, we can still set a new or additional email address to match their name.

The Office 365 team are working on resolving the username change issue. Please set tickets out for a bit to review later when this option is available again.

Oregon Exposure Notifications Pilot

OSU is working with the Oregon Health Authority to pilot a covid-19 exposure notification program. Students and employees will be notified about this soon and asked to opt in.

Details about the program – including install steps – are here:

And documentation in our KB is here:

The Service Desk may get some questions about installing the smartphone app, so please take a look at the instructions. Note that the app is not searchable in the Google Play store or Apple store. Some older phones may not meet the minimum hardware requirements to run the app.

Questions about how the program works and about privacy are addressed on the site at

For technical issues we can’t solve, please escalate to WAMS.

Let me know if you have questions!

Service Desk Digest 10/19/2020

New NWS-Term4

In case you somehow missed it, we have a new terminal server and a new way to access it. Instructions are here: IT Pros – Access NWS-TERM3 or NWS-TERM4

Note that you will sign into the jumphost with your ONID account (which has Duo), then Remote Desktop connect to nws-term4 and sign in with your admin account.

Keeper for Passwords

We have transitioned from using KeePass to Keeper. The new tool is more secure and also provides a mobile access option.

You should have received an invitation from Keeper to set up your account. Once you have done so, please let Max know so he can add you to the Client Services group.

Keeper setup instructions: Keeper Setup

LAPS Reminder

Reminder that CN Windows passwords for local administrator account are now managed in LAPS. For more information, see: Microsoft Local Administrator Password Solution (LAPS) (Internal)

Training Reminder – Covid Appointment Scheduling

Please complete the Covid appointment scheduling training if you have not already: SD Scheduling During Covid

Service Desk Digest 10/6/2020

VPN Disconnects

NOC found a hardcoded idle timeout at the firewall that was causing disconnects of idle VPN sessions at 30 minutes. They fixed the issue this morning, 10/6/2020. The idle timeout is now 2 hours 5 mins at the firewall.

I’ve updated this KB article: VPN – Resolve Frequent Disconnects

I think this explains some of the reported disconnect issues, but not all. Many were already resolved by diagnosing local connectivity issues or updating sleep settings.

MyOSU Sunset

MyOSU will be retired the morning of 10/12/2020. Usage logs show that most customers have already moved to MyOregonState.

Service Desk is the first point of contact for support for MyOregonState. We should make an effort to answer customer’s questions. If customers are running into errors, we need to do some work to figure out what is broken, and therefore how to escalate, just as we did with MyOSU.

Jill Swenson provided some helpful steps to troubleshoot MyOregonState issues, and I have documented those here: MyOregonState Service InfoSheet (Internal) Status

A second reminder email was sent last week to customers who have content in their public_html directories in the ONID home space. If customers reply to the survey asking to keep their site, it will be maintained for now. If they do not respond, it will be archived on 10/19/2020.

A few customers have asked how to access their web directories. This article was sent to customers in the announcement emails: ONID – Home Folder

I have made some updates to that article and the linked articles to clarify that you can use the map network drive, file transfer, or SSH methods from anywhere. Feel free to make other updates if you think the articles need it. They are pretty old and I didn’t test the steps.

Covid Appointment Training

Reminder: Please complete the training for our new appointment scheduling process: SD Scheduling During Covid

Service Desk Appointments During Covid

Our processes for scheduling appointments have changed a bit in light of safety needs around Covid and limited on-site staffing.

Our updated scheduling procedures are documented here: Service Desk Appointment Scheduling During Covid

In addition, we are moving to Bookings for scheduling customer appointments. Please complete this short training on the process: