In preparation for the roll-out of Banner 9 Student next week and Banner 9 Finance in September, I will be sending you all a Banner 9 training quiz invitation shortly.
The training includes a 15 minute video from Ellucian that will walk you through the Banner 9 interface. Plan accordingly. It is okay to start the training and finish it later. Students: if you need extra time to complete the training, please talk to Max.
Good news: Banner 9 is HTML-only. No more Java!
Banner 9 Dates:
August 15 – Banner Student
September 4 – Banner Finance
December 31, 2018 – all Banner forms will be migrated by this date
Please read on for important updates and reminders regarding Banner 9, Webex, and Campus Labs.
Banner v9 Upgrades
Banner v9 Student Roll-out on August 15, 2018. We are reviewing our documentation now in light of this change. This change is likely to impact more people than previous Banner upgrades. Many questions may need to be referred to one of the core offices: Enrollment Management, Office of the Registrar, Office of Admissions, or Business Affairs/Administration.
Also note: the name is now Webex, not WebEx. The change in capitalization is part of the new look and feel.
Campus Labs and the Service Desk
Reminder: The IS Service Desk is the first point-of-contact for support of the campus labs and computing classrooms. If someone in one of the IS-provided campus labs contacts us for support, we can help over the phone, send a technician to help immediately, or schedule an appointment for a tech to visit later if the room is currently being used for a class. ScreenConnect is available on all campus labs computers and Service Desk technicians have local admin access.
When making a campus labs ticket, set the form on the ticket to “Campus Labs“. If you need to escalate the issue to the Campus Labs team, set responsibility to “Campus Labs” as well. Make sure to collect sufficient information in the ticket, and detail what troubleshooting you have already tried.
Campus Labs Resources (Note: these documents currently being reviewed and updated):
Please read Lucas’ post on recent changes to ticket statuses in TeamDynamix. With this change, the standard status for ticket closure is now “Closed – Survey”. If you use “Closed” the requestor will explicitly NOT be surveyed. We chose this wording to avoid confusion for customers.
Reminder: when closing a ticket, please make sure that the customer knows the issue is being closed. If you are not sure, update the ticket and notify the customer to say you are closing the ticket as resolved. Then set the status to “Closed – Survey”.
ITKnows Moving to TeamDynamix KB
We are starting to move articles from ITKnows to the TeamDynamix Knowledge Base. I have met with several techs to walk through the TD KB, and feedback has been largely positive.
The ITKnows articles will be updated with a note indicating they have been moved and a link to the new article location. Everyone should have access to the TD KB – please let me know if you do not.
How to use the KB:
To access the KB, go to the TD login page, select the Client portal, then click on “Knowledge Base”.
You can also access the KB from within the TDNext portal. Click on the application waffle and choose “Knowledge Base”.
Please read the following for more information about writing articles, submitting articles, categories and templates: How to Write a KB Article
Some things to note about TD’s KB:
We will be able to keep all of our internal documentation and customer-facing documentation in one place.
Articles have ID numbers which are included in the URL.
We can assign article owners and set reminders to review content.
You can only search for published articles in the search box at the top. To find unpublished articles, Click on “Articles Pending Review”.
I will prepare a short training document on the TD KB soon. If you have any questions, please let me know.
Banner Browser Compatibility
Banner INB does not work with Firefox Rapid Release (52) or newer. We can help customers install Firefox ESR, or encourage them to use Internet Explorer or Safari.
Java prompts when starting Banner INB: Customers might be seeing a “Do you want to run this application” prompt when running Banner. It is safe to accept these prompts; they are a side-effect of periodic security updates on the server.
CN-Share file corruption status: Research and INTO are almost done, but there are some continuing issues restoring some files with long file names. The corruption was caused by a ransomware virus, probably received as an attachment posing as a scan document by 3 people in HR, INTO and Research.
Call Center emergency announcement instructions: I have posted a document to ITKnows about how to set or remove the emergency announcement that plays when people call 78787 or 73474. We set this when there is an unexpected closure, or a widespread outage causing a high number of calls. Usually a manager will set the announcement, but I felt it was reasonable to share this information with the team.
We took a ridiculous number of calls in our modest little call center this week. On Tuesday, 1/19, we processed a total of 563 calls (I’m including drops), created 172 tickets, and closed 264 tickets. Wednesday was also pretty busy with 399 total calls, 220 tickets created and 88 tickets closed.
This week we had staff shortages, a network outage, share file corruption, and a backlog of tickets we fought our way through. In the midst of all that, we received 15 survey results, the vast majority of which were very positive (one person complained about the ONID website).
For Banner and AppWorx support, Enterprise Computing Services will now have one person assigned as the weekly Support Rep and one person as the backup Support Rep. In order of preference, the way to get Banner and Appworx help is as follows:
Open an ACTWON Service Request with a type of “ACT_HelpDesk”. Attach all relevant screen prints, problem descriptions, and output results.
If the requestor does not have ACTWON access, send an email to: ACT_Support@lists.oregonstate.edu with attached screen prints, problem descriptions, and output results.
Or, as a last resort, contact the Service Rep directly.