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TD changes – 2/14 – Client Portal, e-mail templates

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Some upcoming changes are happening in TeamDynamix on 2/14/2017.

Thanks for your feedback/input about ideas to change and improve TD.

Tuesday 2/14/2017

Scope of change / audience: Ticketing applications – “Forestry IT, ROOTs IT”

Ticket comments – public by default

COF Tools – link added to create New Service Request

ROOTs IT tools – link added to create New Service Request

Client Portal enabled

Scope/audience: All OSU customers, IS Client Services, IS Server Support, IS Web and Mobile Services, Forestry IT, ROOTs IT.

The TeamDynamix Client Portal will be enabled on Tuesday February 14th.

This portal allows customers to see and update all of the tickets you created, or are set as the requestor on.  Eventually the Client Portal will contain a list of services that customers can request, which will flow directly to the appropriate group.

Please note, only ONID accounts are able to log in to view and update the tickets. You can access the TeamDynamix client portal
at http://oregonstate.teamdynamix.com

The home page on TD was designed primarily by Michael McDonald, IS Communications Manager.

Documentation about the TD Client Portal can be found here:
http://itknows.oregonstate.edu/?p=8322#client-portal

E-mail template changes

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

The following will be added at the top of the HTML table on e-mail notifications.

View / update your ticket
Respond to this e-mail or view/update at the link below. (OSU account required for login)

https://oregonstate.teamdynamix.com/TDClient/Requests/TicketRequests/TicketDet.aspx?specificTicketString

Example is below –

Scope of change / audience: Ticketing applications – “Forestry IT, ROOTs IT”

At least the following blurb will be added to the e-mail notification templates.

“Update your ticket by responding to this e-mail or at the link below. (OSU account required for login) ”
https://oregonstate.teamdynamix.com/TDClient/Requests/TicketRequests/TicketDet.aspx?specificTicketString

Example is below –

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Service Desk Digest 2/9/2017

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Refrigerator Cleanup

The small refrigerator in Milne 213 has been moved to the field area (Northwest corner of the room) and will be re-purposed as a soda fridge starting next week.

Sodas will be available to purchase for 50 cents and energy drinks for $2. The proceeds will be used to buy more sodas and to save up some money for future food-related goodness (e.g. pizza parties).

Please remove any food or containers you have in this fridge before Friday, 2/10 at 5PM. At that time, anything left in the fridge will be thrown away.

You may use the fridge in the staff room downstairs next to the elevator. Starting next week, the room will be unlocked from 8AM to 5PM. To access the room before then, ask Max or Kirsten for a key.

JSB Site Visits

Some of us will be spending some mornings (8am-11am) out at JSB for the next couple of months. The goal is to do a better job of sharing information between Client Services and Infrastructure and Net/Telecom teams. The schedule for the next few weeks is as follows. If you have items you would like brought up with folks out at JSB, let us know.

Feb 13-Feb 17 Kirsten
Feb 20-Feb 24 Kirsten
Feb 27-Mar 3 Richard
Mar 6-Mar 10 Chris
Mar 13-Mar 17 Lucas
Mar 20-Mar 24 Max
Mar 27-Mar 31 Kirsten
Apr 3-Apr 7 Chris
Apr 10-Apr 14 Lucas
Apr 17-Apr 21 Richard

Reminder about Legacy ONID Email

Reminder: the legacy ONID mail system (Cyrus, ONID Webmail) is still a production system being maintained by Identity & Infrastructure. While it is generally recommended that people use Gmail or Exchange instead of Cyrus, please do not refer to this system as defunct or out-of-date, as that may give the incorrect impression that it is not secure or reliable. It is okay to refer to the system as the “Legacy ONID email system”.

Reminder to Set Ticket Type

I am still seeing a lot of tickets closed in TD with their type set to “intake”. Please remember to always set an appropriate ticket type. You can click on the magnifying glass next to ticket type to see more information about what each type means.

IS Food Drive 2017

There is a box next to the water cooler for collecting nonperishable food donations for the food drive.

If you would like to donate items for the silent auction, please bring those to Chris Sinnett by the end of the day Friday, February 10.

 

 

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DEC Home / Share changes 2-7-2017

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Tonight (2/7/2017) we will be making changes to the Division of Extended Campus (Comprised of Extended Campus, PACE, and Summer Session) home and shared layouts.

Home space will be moving from cn-home\outreach_home to dec.sig.oregonstate.edu\<Group>_Home, where <Group> is EC, PACE, or SummerSession

Shared Space will be moving from dec.sig.oregonstate.edu\ECampus and dec.sig.oregonstate.edu\PACE to a consolidated structure of dec.sig.oregonstate.edu\dec.

The TD ticket for any follow up issues on this change is 2291590.

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TeamDynamix update – 2-3-2017

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Lots of items going on with TeamDynamix these days. If there is other information you want to know, please ask Lucas Friedrichsen.

Upcoming changes

  • Banner – TD integration / people record imports/changes
    • This weekend, February 3rd, the integration from Banner to TD is changing for student populations. This will now include students that are eligible to register. There will more people records in TD now.
  • Lance is also checking on people accounts in TD that are set to inactive, but should be active.
  • Notification template improvements – shorter, cleaner look than the table.

Settings changes

  • Employee phone numbers
    • Hyphens were added to help with readability
  • IT Application
    • Reopen tickets within X day(s) of completion/cancellation; create new tickets afterwards
      • Changed from 10 to 30 days.
    • Forestry IT, ROOTs IT application
      • Reopen tickets within X day(s) of completion/cancellation; create new tickets afterwards
        • Changed from 4 to 30 days.

Known problem records for TD

Ticket creation templates

  • Are you making the same ticket repeatedly?
  • Ticket templates can be created to help speed up that process.
  • To make your own template, go into the ticketing application you use
  • Click on “New”
  • Click on “Ticket template”
  • Fill out the fields
  • Do you want to share that with a group?
    • Put in a ticket for OSU TeamDynamix support with the name of the ticket template.

Documentation added to ITKnows

http://itknows.oregonstate.edu/?p=8322

  • Some additional known issues and workarounds
    • Ticket update – more than 10,000 characters
    • Text or images missing from ticket description, when e-mail sent in
    • Ticket update – template overwrites existing text
  • TD service degradation, outage processes

TD – software feature requests

Groups on-boarded

  • Information Security Office
    • Another ticketing application was created for their group
  • Phishing@oregonstate.edu
    • Does NOT send a “ticket created” e-mail back to the requestor.
  • information.securityoffice@oregonstate.edu
    • Does NOT send a “ticket created” e-mail back to the requestor
  • If you need to escalate to their office
    • Move the ticket into “InfoSec Office” application

Capabilities

  • Client Portal
    • We are close to ready to rollout/market the client portal to customers.
    • This will also involve a change to the Notification Templates that customers receive, including a link to their ticket.
    • Kirsten Petersen, Lucas Friedrichsen and Michael McDonald are working to improve the template e-mails that customers receive.
    • If all goes well, we will turn on the Client Portal on Friday February 10th.
  • Knowledgebase
    • Kirsten Petersen and Jade Trujillo are working on the Knowledgebase in TeamDynamix.
    • She is also talking with other groups outside Client Services about the structure and organization.
  • Asset management
    • Todd Soli, Chris Sinnett, Lucas Friedrichsen and Liv Vitale are looking at Asset / Configuration Item management for Client Services on the hardware side. This would replace the and sunset the old inventory system.
    • Chris Sinnett, Lucas Friedrichsen and Brandon wells are looking at this capability for Telecomm. This functionality is needed for their on-boarding / migration to TeamDynamix.
  • Service Catalog
    • This will be a list of services that customers can request, with specific forms that ask for pertinent information and routes to the appropriate group.
    • Current items
      • Organization/structure refinement for the Service Catalog
      • Building out one Service Catalog category, bringing that info to IS Execs

Groups – the current plan

  • We are also reaching out to groups to see if less complex groups can move into TD faster than the schedule below.
  • Next up – by March 15th, 2017
    • Network Operations
    • Telecomm
  • April
    • Academic Technologies
      • SMS
      • Learn@Oregonstate.edu (Canvas)
      • TAC/Clickers
      • Kaltura/Media.o.e
      • Media Services
      • Classroom technologies
    • IS Change Advisory Board – change management process
    • TD change management & change management process
  • May
    • Enterprise Computing Services
      • ECS – ACT
      • ECS – ATO
      • ECS – DAT
      • ECS – Integrated Systems
      • ECS – MIST
    • June
      • Managed Communication Services
      • If Able
        • CAS/ROOTS IT
        • Forestry IT
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Service Desk Digest 1/20/2017

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Salmon Bowl

Jeff will be helping out again at the Salmon Bowl in February and April this year. Todd and Jeff were able to secure from CPHHS a laptop cart with Dell laptops for the event. With help from Thomas, Jeff and Jim Galloway, we will be able to upgrade the drives to SSD by re-purposing old lab hardware. Nicely done, guys!

Exchange Issues

The issue with “Microsoft Exchange administrator has made a change that requires you quit and restart Outlook” should be fixed by emergency maintenance tomorrow, 1/21/2017. The root cause was a configuration problem at the load balancers. This should also resolve the issue for customers who see this error when roaming between wired and wireless. More info: 2433305

The intermittent Exchange outages we have been seeing for the past couple weeks are a separate issue. It appears to be a problem with some Mac clients. In some cases, it appeared to be an issue with malware, and in one case with an out-of-date Mac Mail app. The clients open too many connections to the server, causing a performance hit and resulting in disconnects for other users talking to that mailbox server. Server Support are monitoring for clients making too many connections, and are disabling them and notifying desktop support teams as they see this happening. More info: 2531723

Field Techs

Vu Le is now a trained field tech. The current list of field techs available for on-site appointments has been updated. See the Appointment Scheduling Workflow section under Call Center Processes in the ISCS Service Desk Process Guide for details.

Walk-up Access to Back Office

The walk-up area now has a key for after-hours access to the back office, where CN computers are stored before and after the build process.

The West door to the back office area should be unlocked during business hours (Monday through Friday, 8AM to 5PM). At all other times, it should be locked as no one will be staffing those areas.

Thank you to Angela and Max for taking care of that. And thanks to Thomas for bringing up this issue.

Professional Conduct

As a general reminder, please note that food is not allowed in the walk-up at any time, even if you are not on shift. Everyone is welcome to eat in the call center. Please do not eat while you are taking calls – no one wants to hear that, and I don’t care how careful you are with the mute button.

This is also a good time to remind everyone that trash pick-up is on Tuesday evening only. Please do not leave any food trash in the call center or walk-up.  It smells bad and is not kind to your co-workers. There are trash cans just outside the building that you can use.

As space is sometimes tight in the walk-up, please do not hang out in there for long periods of time when you are not on shift. It doesn’t look good to our customers if they walk in and see us playing games, looking at our phones, or goofing off.

Likewise, when working in the call center, please be aware of how loud your conversations are. Technicians working nearby may not be able to hear the customer well over the background noise.

Campus Labs

Reminder: if a computer breaks in the lab, please put one of the “out of order” signs on it, AND assign a ticket in TeamDynamix to the Campus Labs group. Include information in the ticket about what is wrong with the machine.

If you are trying to fix a computer in the lab, you can always ask for help in the #is-campus-labs channel in Slack. However, this is not a substitute for making a ticket.

After hours “special” access to the labs: starting this week, students and employees can fill out a form to request after-hours access to the computer lab in the basement of Milne. The forms should be submitted at the walk-up, and then will be given to the Accounts team to process and reprogram the doors.