The following changes are coming soon for Duo.

Duo Enrollment Required for IT Staff

Duo enrollment will be required to access the following ONID admin tools starting Monday, November 5:

• Duo Bypass Generation Tool
• ONID Mover
• ONID Administrative Password Reset

The ONID Password PIN Reset tool will also require Duo enrollment in the near future.

Please note that once you enroll in Duo, you will need to use Duo whenever you login via OSU single sign on. If you would like a Duo hardware token, contact Kirsten Petersen.

Starting November 5, you will not be able to use ONID admin tools if you are not Duo-enrolled.

Distributed IT Teams Can Issue Duo Bypass for Everyone

Until recently, distributed IT teams were only able to issue Duo bypass codes for users managed by their department. Starting next week, IT teams across campus will be able to issue Duo bypass codes  for any user.

What this means: If you are helping a customer who is on the other side of campus, they can potentially get help at an IT helpdesk closer to their location. Other IT teams will now also be able to assist their undergraduate students with Duo bypass.

I know start of term is a rough time for everyone. So here are a few survey responses to let you know what our customers think of all of your hard work.

These are all from last week.

Telecom will be cutting over to a new voicemail system called AVST in the evening of 10/25/2018.

The Service Desk will be a point-of-contact for basic usage of the system. Questions about creating a voicemail account, resetting a PIN, or more complex questions should be escalated to Telecom. Please note that for escalations to Telecom we can either reassign the ticket or make a new ticket using the voicemail request form; we should not assign tasks to Telecom because it doesn’t integrate with their work order system.

AVST is replacing the old voicemail system, Microsoft Exchange Unified Messaging (UM). The UM KB articles will be updated to reflect the same steps in AVST.

If there are issues following the cut-over, please link them to the maintenance ticket: https://oregonstate.teamdynamix.com/TDNext/Apps/425/Tickets/TicketDet?TicketID=7350103

AVST Voicemail Documentation:

• AVST InfoSheet including escalation instructions
• Voicemail Service Catalog entry
• Voicemail Knowledgebase Articles

Windows 7 will be end-of-life January 2020. By that time, all Community Network computers running Windows 7 will need to be upgraded or replaced.

The below email notice will be sent to department contacts on 10/16/2018 regarding computers that are too old to run Windows 10 and need to be replaced.

If customers call or write in asking about this project, please create a ticket assigned to Chris Sinnett.

• KB Article: CN – Windows 7 Computer Replacement

~~~

To: CN Department contacts
From: Chris Sinnett
Date: 10/16/2018
Subject: Windows 7 Computer Replacement – Department Name

Hi <Name>,

All OSU computers running Windows 7 must be replaced or upgraded to the current release of Windows 10 before Microsoft ends support in January 2020.

The following computers cannot run the latest version of Windows 10 and must be replaced by November 2019.

Why must we replace these computers?

Microsoft will no longer provide security updates for Windows 7 after support ends in January 2020.  At that point the University’s Baseline Standards of Care prohibit us from allowing Windows 7 computers to connect to the network.  Computers that cannot run Windows 10 must be replaced or disconnected from the network.

—–Cut & paste link below into a web browser to review Baseline Standards of Care—-https://is.oregonstate.edu/ois/baseline-standards-care

Why must they be replaced by November 2019?

Community Network has identified over 500 Windows 7 computers that need to be replaced and nearly 1,100 that need to be upgraded.  We have set the November 2019 cut off date to ensure that we complete all replacements and upgrades well in advance of Microsoft’s deadline.

What about computers that just need an upgrade?

We will send a separate email with a list of departmental computers to be upgraded.  We’re currently developing a process that should allow us to upgrade most computers in-place.  Once we’ve completed our testing we’ll share that list of computers and start scheduling Windows 10 upgrades.

What about computer rebuilds?

Effective immediately, all computers sent to Community Network (CN) for a rebuild will be evaluated for Windows 10 compatibility.  Computers that can be upgraded will be rebuilt and returned to you with Windows 10 installed.

What if we can’t afford to replace all of our computers this fiscal year?

We realize that this issue may present a financial burden to some units, which is why we’re notifying you now, so you can spread your purchases across two fiscal years.  We also recommend that you contact us to discuss moving toward an ongoing 3-5 year replacement cycle.

Thank you for your prompt attention to this matter.  Feel free to contact me if you have any questions or concerns.

Regards,
Chris

Chris Sinnett
Mgr-Information Technology, Client Services
Information Services | Oregon State University
541-737-9156

Process Updates

• Outage tickets: Outage tickets will now have “Resolved” appended to the title when they are closed out,  helping technicians know how to handle child tickets of an outage. The Outage Ticket Process document has been updated to reflect this change.
• Spam reporting: The spam @ oregonstate.edu address is gone, and documentation referencing it has been removed. The mailbox was no longer being monitored. If you find other references to that address, please let me know. Customers may still report phish.
• Network ports: All Service Desk mentors (full-time staff) now have access to the IMC tool to configure wired network ports. If you need a port changed for a CN customer, ask a mentor. There is no need to send these requests to Telecom anymore.

New KB Articles

• Skype for Business is automatically enabled for all student employees at OSU. For more information, see: Skype for Business (Lync) – Access for Student Employees

Reminders

• Know who the customer is: We have had 184 tickets set to “phone @log” in the past 30 days. Many of those should have been linked to a person at OSU. Please remember to ask for the customer’s name or ID number early in the call so you can link their ticket to them.
• Set asset/computer information in the ticket: Always put details in the ticket about what computer the customer is using. If it is a CN computer, add the asset on the Assets/CIs tab. If it is a personal device, put a note in the Tech Notes field about whether it is a Mac or Windows machine at least.
• Read the Getting Started Guide: it covers a lot of scenarios that folks still seem to be having trouble with. In particular, please read: What to do when you don’t know what to do

Upcoming Changes

• A new voice mail system (AVST) will be implemented in the evening of October 25th. A notice was sent to the campus Inform lists yesterday. The existing voice mail documentation in the knowledge base will be updated for AVST next week.
• Outlook 2019 for Mac is available. We are not pushing this out to CN customers yet. The serialized installer is available at: \\software\software\Microsoft Office Suites\Office 2019\Mac