TD ticket status changes – Thursday March 9th, 2017

On Thursday evening, March 9th, 2017, the following status changes will happen.

Scope of change / audience: Ticketing applications – “IT”, “InfoSec Office”

Ticket status changes:

  • “Appointment with Customer” –> “Appointment”
  • “Closed” –> “Closed -Survey”
  • “Closed-Internal/No Survey” –> “Closed”
  • “On hold-External to IT” –> “Escalated-External to TD”
  • “Escalated – See tasks” –> “Escalated-Internal”
    • This will also be an “On-hold” status class and will require a “Goes Off hold” date.

New status – “Scheduled follow-up”. That status is intended to be used for tickets that staff need to follow-up with customers directly either in-person, phone call, etc.

Meningococcal Disease Outbreak

This notice is particularly for our student workers:

OSU has seen three confirmed reports of the B strain of meningococcal disease in the past four months. Students age 25 or under who live on campus are advised to get vaccinated. I spoke to the nursing director at Student Health Services and she recommended that our student workers who work directly with customers also get vaccinated. No other steps are needed besides the typical recommendations to wash hands and not share drinks or utensils.

From the Inform notice:

As part of its response, the university will offer vaccination clinics on Wednesday, March 8, and Thursday, March 9, in McAlexander Field House from 9 a.m. through 6 p.m.

In advance, please check with your insurance carrier regarding coverage for receiving a meningococcal B vaccination at OSU. Be sure your insurance provider understands that the Corvallis campus has been designated by public health officials to have an “outbreak” status. Students without insurance will be provided the vaccine via other resources, and further communications about this assistance will be provided over the next week.

You can find more information here:

http://studenthealth.oregonstate.edu/infectious-diseases/meningococcal-disease

http://public.health.oregon.gov/DiseasesConditions/DiseasesAZ/Pages/disease.aspx?did=51

Updated Ricoh Copier Swap Information

The Ricoh copier swaps for campus started yesterday and will continue for the next few weeks. I will be cleaning-up the aftermath as much as I can onsite for campus departments, but the Service Desk will be getting calls from Extension sites, users who were out of the office at the time of the swap, and any other stragglers.

If a user calls in after the swap to get help with getting the new copier added, or getting the old copier removed, just create a standard Service Request and process it as you would any other printer ticket.

I will make an effort to dump the initial ticket for the departments to be swapped on a given day into the sd-callcenter channel in Slack, but if you need find a specific ticket I created a ticket report in TD named ‘SD – Ricoh Copier Swap’ that should have all of the initial tickets in it.

Template hub repaired – templates added to TD

Template hub was repaired – Monday February 27th, 2017 @12:10pm.

Template hub is having problems for some people today – Monday February 27th, 2017.

The server was restarted this weekend to apply security patches. and this was an item didn’t get tested.

I added following templates in TD this morning.

Category – “SD-Field”
– “PC Placement checklist”
– “MAC placement checklist”

Category – “SD- Bench”
– “Checkoff Complete”

If you need additional templates, please let Lucas Friedrichsen know.

Ricoh copier swaps on campus

All,

The Ricoh copier lease contract for the campus is expiring and a new purchase process has been implemented. Ricoh representatives will be working with the Printing and Mailing office to facilitate the transition of the currently deployed copiers with the newer models. The current arrangement we have with P&M to handle copiers in departments we support is as follows:

  • The new copier arrives at P&M for staging.
  • The configuration for the existing printer is copied via the network and applied to the new copier by a Ricoh technician.
  • A ticket is created in TD for the copier swap (either by me or by the copier contact in the department).
  • I enter the new copier in in Cyder, create a new print queue, and spin up a new security group (or rename the one for the old copier if applicable).
  • The placement of the new copier is arranged with the department it is going to and the copier contact in the department is supposed to notify me (this may come in to TD as a standard Service Request).
  • The copier is delivered and installed by a Ricoh technician.
  • I update the queue if needed and have the new GPO is applied to the appropriate OU.
  • Windows users should see the new copier after a restart and not see the old copier. Mac users will need to be reconfigured manually.

Any tickets regarding the swap from previously leased Ricoh copiers to the newly purchased models that are generated by a user contacting us should be assigned to me in TD.