All posts by Kirsten Petersen

Call Center Digest, 10/2/2015

New Things:

SCF support – OCH is now the official point-of-contact for support in the labs (other than Milne lab). Escalations will be via split ticket to the SCF queue in Coho. The Endpoint Management (EPM) team under Jason Appah will be handling those escalations.

Citrix XenApp (apps.oregonstate.edu) – escalations for XenApp should also be via split ticket to the SCF queue.

XBox issues – Apparently the Xbox services have been having some outages lately, which may account for problems we have been seeing.  For Xbox status info, see http://xbox.com/status and https://twitter.com/XboxSupport.

Gmail IMAP auth problem – Andy Morgan researched this and provided a fix. It requires enabling two-factor auth and setting an application-specific password for IMAP. This affects people trying to use Outlook and Mac Mail to access Gmail. (See ticket#0355359 for detailed steps – this will be added to Helpdocs soon.)

Cascades number added to CN queue signature – the automatic signature for the CN base queue now includes the Cascades number (thanks to Tom for suggesting this).

Office 365 Sync issues – This is still on-going, but it sounds like Jason is zeroing in on a fix. For now, please continue to escalate to Jeff or Kirsten if people do not have a license (make sure they are registered for classes first).


Highlights:

Dorm Visits – Kudos to Ed, Jorge, Meera, Jazmyn and Jade for all the dorm visits they did last week. They met with a couple hundred students and helped a lot of new students have an easier start of term. Thank you!

New student employees kicking butt – Welcome to all our new employees! You all are kicking butt and taking names (and making tickets).  Keep up the good work.


Upcoming Events:

Saturday 10/3/2015, 6:00AM – 8:00AM – Wireless network maintenance 

Saturday 10/3/2015, 6:00AM – 6:15AM – Maintenance for CORE, MyDegrees, Evals, MyOSU, and others (More Info)


Some Stats for Fun & Profit:

  • There are 1,023 unresolved tickets across all Helpdesk and CN queues. (We started the week with 1,138.)
  • Li spent an hour on the phone helping a faculty member with Canvas. Be nice to him. He earned it.

 

 

Cascades 22051 Number

The OSU Cascades folks have recently been directed to get tech support by calling 22051.

(The full number is: 541-322-2051; 322 is the prefix for OSU in Bend.) 

Cascades are CN customers. If they have general questions, OCH should answer them. Anything CN-specific should go to the CN call center.

Please do NOT direct them to call 78787 or 73474. We want them to call the 22051 number.

Please do NOT refer them back to Greg Chilcote or Shannon Osborn unless they have an urgent need that requires hands-on help. In that case, CN should contact Greg or Shannon to dispatch them as we normally would for a field tech.

Many OSU Cascades people are not familiar with the name “Community Network”. They might be confused. Please reassure them that they are in the right place!

Here is how the 22051 number works:

Outside of M-F 8-5, callers are routed to CN voicemail.

During business hours, they hear this menu:

Welcome to tech support for OSU-Cascades.

For help with your computer or email, please press 1  (routes to CN split, 7-8787 option 2)

For help with an OSU Cascades telephone, please press 2  (routes to Telecom, 7-4357 option 2)

For all other questions, please press 3  (routes to OCH, 7-3474)

To hear these options again, press # or stay on the line

If you would like to leave a message, press 4 (routes to CN voicemail)

Thank you and have a nice day

 

Please let me know if you have any questions.

Canvas Support Tips

We are getting more requests about Canvas now. Here are some reminders to help you with these requests.

Canvas Login: http://oregonstate.instructure.com

Best way to get to the Canvas login: Go to the OSU home page, click on “Online Services” and click on the big, happy Canvas button. Canvas is CAS-based auth, so you will be directed to the CAS login.oregonstate.edu page (unless you are already logged in to CAS).

If people can’t login, they should contact OCH for help.

For most other questions, customers should click on the “Help” link in the upper-right corner within Canvas to get help from Instructure. If they submit a ticket there, or use the online chat for support, the OSU Canvas team will be able to see that information.

If OCH and Instructure can’t help, we escalate to the OSU Canvas team: canvas.support@helpdesk.oregonstate.edu

When escalating, please include username, course/section number, and problem description.

 

Call Center Digest – Friday, 9/11/2015

New Things:

Account Unification Helpdocs – new pages have been added to Helpdocs (big thanks to Jade for pulling this together): http://oregonstate.edu/helpdocs/accounts/unified-accounts/unified-account-email-setup

WebEx – this new web conferencing service has been announced to campus. If you missed the training this week, there is a recording here: https://media.oregonstate.edu/media/t/0_nc43dqfa

Helpdocs for WebEx are here:  http://oregonstate.edu/helpdocs/software/webex

Slack – several of us are trying out Slack for inter-office collaboration (https://itosu.slack.com).  If you have not been invited yet, contact Kirsten.


Important Reminders:

Google logins, Google email addresses, and student UPNs changing – Saturday, 9/12/2015 at 8AM. More information here: http://oregonstate.edu/helpdocs/landing-page-students

OSU Cascades tech support changes – Starting Wednesday, 9/16/2015, tech support calls and emails from OSU Cascades in Bend will be directed to OCH and CN call centers in Corvallis. Please be kind to the OSU Cascades folks!


Upcoming Events:

Monday, September 14 – Library Evacuation Drill. Use your nearest emergency exit and assemble in the quad North of the library.

Monday, September 14 – Grad Fair. At CH2M Hill Alumni Center, 11:45am-1:00pm. Come make fun of Jeff and Kirsten!


Some Stats For Fun and Profit
9/5/2015-9/11/2015

  • We processed 628 new tickets last week across all Client Services queues.
  • Josh Zheng had the most tickets at 76. (I feel like he should win something…)
  • The call center handled 793 calls – 320 in OCH, and 473 in CN.
  • We had 13 survey results and they were all positive; 2 had constructive feedback but were otherwise positive.

 

Have a great weekend, everybody!

 

Call Center Digest, Friday 9/4/2015

We have a lot of changes coming up and a lot of information to share. I will be doing a weekly digest from the call centers. If you want more details about any of the below, ping me!

Labor Day weekend maintenance for Banner, Banner Apps, MyOSU – OSU Banner and all Banner Apps, including MyOSU, will be down over the Labor Day weekend for maintenance.

Google logins, Google email addresses, and student UPNs changing 9/12/2015 – Everyone (students and employees) will start logging in to Google Apps as username@oregonstate.edu. Primary email addresses for Google will change to username@oregonstate.edu in Google and in OSU Online Services. The UPN for students will change to username@oregonstate.edu, and this will impact how students log in to Office 365. All of campus will be notified early next week.

More info about Google and UPN changes: http://oregonstate.edu/helpdocs/landing-page-students

OSU Cascades tech support changes 9/16/2015 – Starting mid-September, tech support calls and emails from OSU Cascades in Bend will be directed to OCH and CN call centers in Corvallis. Please be kind to the OSU Cascades folks!

RemoteApps being replaced by Citrix XenApp  – As of start of Fall term, the RemoteApps service will be redirecting to Citrix XenApp. This is the apps.oregonstate.edu service, previously run by College of Engineering, currently managed by IT Infrastructure.

Comcast Infinity (IP TV) coming to OSU Housing – University Housing & Dining is deploying IP TV this Fall term. Only students who live in the residence halls will be able to access the service, and only from on the campus network.

Canvas and TurnItIn integration – The Canvas team will be implementing a piracy prevention component called TurnItIn. This may result in some calls to OCH.


 

Office Moves:

OCH 5PM-7PM shift moving to Service Desk – The evening shift at the OCH call center will be moving downstairs to the Comms desk area at the Service Desk, sometime during Fall term (date TBD).

IS Client Services moving to Milne Computer Center in November – all ISCS employees in the Library will be moving to offices in the Milne Computer Center around November 2015. Exceptions: the Service Desk and Student Multimedia Services will stay in the Library.


 

Upcoming Events

Labor Day, September 7, OSU Closed – The university is closed on Monday. Don’t come to work!

Monday, September 14 – Grad Fair

Saturday, September 19 – Talk Like a Pirate Day

Sunday, September 20 – Housing Move-In Day – The OCH Call Center will be open for a few hours this day.

Monday, September 21 – University Day

Thursday, September 24 – Beaver Fair

Thursday, September 24 – First day of Fall term classes

 

UPN changes for students – impact on Office 365

All,

The student UPNs will be changing on September 12 from user@onid.oregonstate.edu to user@oregonstate.edu. This has some specific impacts on Office 365. Please read – I anticipate a large number of calls. 

  1. The way they login to Office 365 will change. When you help a new user login for the first time, please make them aware of the change happening on September 12.
  1. Connections from Office and OneNote to files in their OneDrive will break. The symptom of this problem will generally be a yellow triangle with an exclamation point in the Office or OneNote apps. The solution is to repoint to username@oregonstate.edu. I will verify that we have a help doc on this issue.
  1. Links to shared files will break. The resolution to this is to re-share the files. This may impact College of Business students more than others as they use these features more. They can also get help from the COB helpdesk.

-Kirsten Petersen, IT Manager
Information Services, Oregon State University
http://oregonstate.edu/is

From: dca-all-bounces@lists.oregonstate.edu [dca-all-bounces@lists.oregonstate.edu] on behalf of Lomax, Erica L [Erica.Lomax@oregonstate.edu]
Sent: Thursday, August 27, 2015 17:46
To: DCA All
Subject: [DCA-All] 9/12 – Login changes to Google and Student UPN changes

On Saturday, September 12 starting at 8am the IAM team will be making changes to the logins and email addresses at Google for all users, student Active Directory User Principal Names (UPN), student primary email addresses, and UPN updates for a subset of other users.  It is anticipated that the set of changes will take approximately 12 hours on that date.

 

A summary of what is changing is as follows

o   If a graduate student account is pending unification and the UPN has already been assigned to the non-ONID account, no account update will occur.

  • UPN on ONID accounts for Employee & Associates that are located in the ONID OU in AD and do NOT have an existing identity match (PIDM) will be set to user@oregonstate.edu

If you would like a copy of your domain/OU’s users and their current identity match (PIDM) status, please send an email to IAMTeam @oregonstate.edu and let us know what domain or OU and we will provide you with a file.  It will contain the user, their non-ONID domain account and matching ONID account, if matched. You can use this file to fill in the missing ONID matches and return it to us to update AD with the matches.

 

Helpdocs are under development about the impacts to end users.  There will be email messages sent to the users via inform lists regarding the changes.

 

Please let us know if you have questions.

 

 

Erica Lomax

Director, Identity and Access

Information Services | Oregon State University

P: 541-737-3619

 

OCH Drupal Dev – Search fixed

Search is now working on the OCH Drupal dev site.

OCH Drupal dev link (also linked in RefTool): http://drupaldev.cws.oregonstate.edu/och/login

OCH Drupal Dev is a wiki for internal documentation pertinent to OCH and Service Desk, but may contain things of general interest as well.

Please use the search box on the left, and NOT the OSU Search at the top. The OSU Search is Google-based, and Google search does not work against sites that are behind a login (like this one).

If you do not have access to the site, let me know.

Office 365 Login Issues

Heads up: we have been fighting some issues with directory sync from OSU AD to Office 365 recently, resulting in the following issues:

  • People could not login (because their account has not been synced)
  • They could login but were told they are “not licensed”
  • They get an error saying they are “blocked”

All of these issues were due to directory sync problems. Jason spent some time chasing that down and resolved the problem yesterday, but the sync took 12 hours to run as it had a backlog to catch up on. A few people may be synced today but unlicensed – they should be fixed when the script runs at 11PM tonight.

I’ll be working with Jason and Jeff to improve our documentation on these types of issues, as well as to give everyone view access to the admin console so you can see status information. If there is an API, we will look to integrate that with RefTool.

For now, the basic things we need to check (as best we can) before escalating Office 365 issues are:

  • Have they activated their ONID account?
  • Can they login with their ONID to other services?
  • Is their ONID account disabled? (E.g. due to account compromise?)
  • Are they logging in with their UPN?
  • Are they registered for a class (at least 1 credit) in a current or future term? (Note: as soon as they register, they should be licensed at 11PM that day.)
  • Try clearing cookies in the browser to rule out ADFS issues.

Once you’ve verified that their ONID is good to go, they are logging in correctly, and they have registered for classes more than 24 hours ago, it’s probably something that needs to be escalated.

Note: the process for employees will be similar, but will depend instead on them being unified and in an allowed OU. RefTool will be the best place to find that information (may still need some tweaks).

OneDrive for Business cache issue

Problem:

When OneDrive for Business (ODFB) starts, you see the following error message:  “A problem occurred while accessing the Office Document Cache.  Do you want to repair this problem?”

Regardless of whether you choose Yes or No, the error keeps coming up. Also, on the Mac the computer becomes extremely slow, with CPU pegged.

Solution:

  1. Close ODFB, close all Office applications, and close OneNote.
  2. Delete the “OfficeFileCache” folder and its contents.
  3. Restart ODFB. You should not get errors this time.

On Windows, you might have to work a bit harder to close ALL processes that are accessing the cache folder.

Windows details here: http://www.7tutorials.com/fix-problems-microsoft-office-document-cache-being-corrupted

Mac details here: https://community.office365.com/en-us/f/153/t/298682