Service Desk Digest

ONID Password Changes Due 10/27/2021

At about 9:00am on Wednesday, 10/27/2021, the first round of ONID password resets are due. There are 16,000 accounts in this first round, and several thousand still need to change their password. IAM are monitoring these numbers as we get closer to the deadline. Past ticket counts indicate that about 2-3% of customers need assistance with password change, so we are currently estimating about 80 additional calls on Wednesday. Several of our full-time staff have their schedules blocked that morning to help with tickets, and IAM will be helping with tickets as needed that day, too.

Parent ticket: Parent: Password Changes, August-November 2021

Please use the ticket form called “ONID Password Assistance” when helping customers.

Note that Service Desk has the ability to do reset PINs for students now – we do not need to refer to Registrar. Please verify identity as usual.

Athletics Firewall Migration 10/28/2021

On Thursday, 10/28/2021 at 6:30am-7:30am, the Athletics workstation firewall will be migrated to new equipment. Customers may notice a very brief outage, but most should not be impacted. If there are any issues after the change that appear to be firewall related, please contact Andre Farque or Tyler Pruitt on Teams.

Parent ticket:

“Defend the Macs” – Upcoming Apple Management Changes

On Monday, 10/4/2021, an announcement will be sent to all CN and Cosine customers about changes coming for management of OSU-owned Apple devices.

The announcement notifies customers of the following upcoming changes:

  • All Apple devices will be enrolled in Microsoft Defender for Endpoint (MDE) for antivirus/antimalware.
  • All Apple devices will be enrolled in JAMF for OS and software updates and inventory. (Note: most CN Macs are already in JAMF, but most Cosine and Hatfield computers are not.)
  • New Apple devices will be domain-joined and users will login with their ONID account.
  • On New Apple devices, users will no longer have local admin, except in specific cases.
  • The use of Apple IDs and applications that require Apple IDs will be minimized.

The announcement is going out as a heads up to customers. However, at this time we are not quite ready to join all Macs to Active Directory. In particular, there are some issues with domain joining Big Sur computers. The Infrastructure and Endpoint teams are working on this issue and hope to have it resolved soon.

As we setup new Macs (or “rebuild” existing Macs) we should make sure they have MDE installed, but do not need to domain join them yet. I hope to have an update on that by the end of next week.

I have started an internal FAQ for questions about the “Defend the Macs” project and upcoming changes to Apple device management – let me know what additional questions you have:

Reftool UI update 9/27

RefTool is scheduled to update Monday, September 27th, at 8:30 PM. Below are some changes included in this update

Search Interface Improvements

The user interface for RefTool search has been simplified to better show all the options and tools available to the user. Please note that no functionality was removed, but it may be in a different location. One key difference is that department search is now hidden until you click the “Search Options” button.

The search page after clicking the “Search Options” button

Smaller Improvements

The following changes were also made:

  • Now, searching a se- account as an email address (like will return a result, even if that is not actually a working email address
  • You can now right click -> open in new tab (or middle click) a search result to open it in a new tab
  • RefTool now looks much better on mobile phone and tablets
  • Bug fixes to group names, link editor,

Service Desk Digest 9/17/2021

Welcome to a New School Year

Welcome to a new year, and welcome back for those of you who have been away for a bit. A lot has changed over the past year, so please stay tuned for blog posts and orientations to help get you back up-to-speed.

Service Desk Updates

For health safety reasons, we will have the Welcome Desk in the hallway right outside 201 for the first two weeks of the term. Our intent is to keep the burst in foot traffic in a more airy space. Milne appointments are still available as well – those customers can walk right in to Milne 201 and do not need to wait in line.

CN and Cosine customers can also request that we meet them at their office instead (a.k.a. “Field Appointment”).

Please remember to offer appointments to customers as it helps to spread out the busy-ness and ensure they receive quality support.

With the start of Fall, we will be open evenings and weekends again, but our weekend hours will be remote support only. Please don’t tell a customer to go to walk-up on a weekend. Signs will be posted on the outside doors informing customers to call during weekend hours.

As a reminder, always provides our open hours, as well as parking and other info.


As a reminder, the Service Desk is the first point-of-contact for network support in OSU residence halls. Please do not refer customers with questions about the residence hall network. If we can’t resolve their issue, we can escalate to UHDS IT Support by notifying them on the ticket. For details, see the ResNet service infosheet.

Students will start moving in to the residence halls on Sunday, 9/19. All wireless access points in the dorms have recently been upgraded. The Gem is now owned and managed by UHDS, and network registration for the Gem is the same as other residence halls.

OSU Wifi in the residence halls is very similar as to the rest of campus. One important exception is the OSU_Unsecured wireless SSID, which allows residents to connect consumer devices such as game consoles.

Registration for the wired network in residence halls has changed over the past year. All buildings now use the same process. Residents can register their devices at or go to and click on “Manage your ResNet internet connection.” This registers their devices in Cyder. Service Desk staff can manage ResNet registrations at

Cosine Reminders

We have merged with Cosine. Cosine customers and Community Network customers are both CX customers, and will show that way in RefTool. We provide all the same desktop support services to Cosine customers as we do to CN customers, including computer purchasing, imaging and management, software installation, printer setup, network setup, in-office appointments, IT surplus, and account management.

For new computer builds for Cosine, use the CN image and place the computer in the domain.

Cosine customer ONID accounts are in

For help with Cosine-related requests, please ask in the SD Internal Talk channel. All of the former Cosine staff are in the channel to help.

For more information, see: Cosine Department InfoSheet (Internal)

Strand Ag Break Area

As part of our merger with Cosine, we now have access to a spacious break area in the daylight basement of Strand Ag, just across the quad from Milne. Please check it out! It is a much nicer place to eat than the cramped galley in Milne 213A or the cave in the Milne basement.

Service Desk Digest – 8/25/2021

Cosine Transition

The big news today is the transition of Cosine support point-of-contact happening Thursday, August 26 at about 10:00am.

We will be forwarding calls, emails, and web form submissions for Cosine customers to the Service Desk. A reminder email will be sent to Cosine customers about the changes around 11:00am.

As a reminder, Cosine customers are CX customers, and will show as such in RefTool. We provide the same level of service to them as CN customers.

A few things are not standardized yet, so please review the infosheet for important details: Cosine Department InfoSheet (Internal)

Cosine student employees will be shadowing with Service Desk employees (Max is working on setting this up now) and eventually moving to Milne.

All of the former Cosine team members are in the Customer Experience team; the best place to ask for help is in the SD Internal Talk channel.