Tag Archives: box

Service Desk Digest 8/11/2017

Collect Computer Information

When helping a CN customer, ALWAYS record the computer name, inventory ID or serial number in the ticket.

While we’re at it: always ask who the customer is, too, like this:

  • Tech: “IS Service Desk, this is <name>. How may I help you?”
  • <Listen to user request>
  • Tech: “Okay, before we get started can I get your OSU ID or name?”

(See Call Processing Workflow.)

If we don’t know who the customer is or what device they are using, it’s hard to help them properly.

Box Update

OSU has standardized on Box as the official cloud storage and collaboration platform. Over the coming months, we will be working on updating the IS web site, documentation, and apps we install on CN builds to reflect this change. If customers ask whether they should use Google Drive or Box, please advise them that Box is the preferred platform.

As a step in that direction, Client Services will be standardizing on Box as our storage and collaboration platform. You should all have received an invite today for a box folder called “ISCS All” – please let Kirsten know if you did not.

Coming Soon: Duo

Duo is multi-factor authentication that will soon be available to all OSU employees, including student employees. We will be promoting Duo during our fall engagements at University Day and other events.

The Service Desk will provide tier 1 support for Duo. For more information, see the Duo Service InfoSheet.

Coming Soon: Localist

Localist is a tool being implemented soon to replace the OSU event calendar located at calendar.oregonstate.edu. Users of the current system were contacted today about this upcoming change. If you get questions about Localist, please make a ticket and assign to Jill Swenson.

HelpDocs Moving to TD KB

Some time before fall term starts the HelpDocs customer-facing documentation site will be moved to the TeamDynamix Knowledge Base. This project is still in the planning phase.

What’s in it for you? After this change, all of our documentation – internal and customer-facing – will be in one place. I am aware that there are serious problems with the way that the search works in TeamDynamix. Part of the project involves addressing that issue, and I will post more about that later.

Status of macOS High Sierra

High Sierra has been added to our OS Life Cycle page, and an announcement is going out shortly to the CN-Announcements list about it. High Sierra is in preview, and while we are not recommending it for CN customers at this time, we will do our best to help them if they need to install it for some reason. We will fully support it for CN customers when it is released for general use in the fall.

Register Docking Stations for Wired Network

Please remember to register docking stations for the wired network. If we miss that step, customers will be connecting to the wireless network without realizing it and may have unpredictable results.

In Other News…

In case you’ve ever wondered what it’s like to work at CERN (and I mean, really, who hasn’t?) here you go:

https://www.quora.com/What-is-it-like-to-work-at-CERN

Happy Friday, everybody!

Service Desk Digest – 5/24/2017

TeamDynamix Knowledge Base

We will be making some changes soon to the KB permissions on the technician security role to allow teams outside of the Service Desk to have view-only access.

Service Desk technicians will NOT have the ability to edit articles at this time, but can provide feedback on articles by clicking “Yes” or “No” next to “Was this helpful?” and entering a comment. I will be reviewing feedback comments daily.

Some of you are frequent contributors and editors in the KB; I will be following up with you in person soon about these changes.

TeamDynamix “MyWork” Removal

For Service Desk employees, the MyWork application in TeamDynamix will be removed soon. We may add this application back at a later date, but at this time it is preferred that you use either the “IT” application or a Desktop to view tickets.

We did not train on the MyWork application, and there has been some confusion about how it works. If you were using MyWork, please talk to Kirsten.

Using Box to Backup User Data

Steve Fowler has added an FAQ item with some recommendations on using Box as a backup tool for personal files.

http://box.oregonstate.edu/support-box-faq – See “Is Box a Backup Solution?”

When customers bring their devices to the Walkup for repair or reinstall, we should first help them get their data in a safe place, and Box is a good option. Please remind students that their access to Box goes away when they leave the university and their ONID account is removed.

CN customers may also use Box to store files they would normally have placed on their computer or on their P: drive. (Box is not a replacement for the P: drive; it is an additional service that they may use and is preferred to local-only storage.)

The Box FAQ also covers file size limits and security restrictions.

New Knowledge Base Articles

New technician articles added to TeamDynamix:

New customer articles added to Community Network Tech Tips:

 

Service Desk Digest 9/2/2016

Box

Reminder: the Box soft launch is September 7, 2016. Students and employees will be receiving emails about the launch, and may follow up with us if they have questions.


New CN Customers: AABC and Cultural Centers

We are in the process of on-boarding some new customers in AABC and the Cultural Centers to Community Network service. Their current DCA is Guy Boulanger, and the projects team are working with him on the transition of admin privileges.

A local admin password for the AABC computers can be found in KeePass (search for “AABC”). Also, all CN field techs and Client Services full-time staff have access to zone.mu in Cyder now.

Until on-boarding is complete: If you get a request from an AABC or Cultural Center customer, do your best to help them. If you run into permissions or access issues that prevent assisting the customer, please let me know.

More information to come.


Know Thy Customer

You can learn about the County Extension sites by visiting http://extension.oregonstate.edu.

Baker County Extension is located in Baker City, in the North-East corner of the state. There are 6 Community Network customers at the site. Carole Smith is the regional administrator, and Jayne Kellar is the office manager and CN LRP.  In the past year, we have had 38 tickets from Baker County Extension.

Learn more about Baker County Extension on their website.

beef-barn


Customer Service Tips

A few customers have complained recently about being kept on hold for a long time, or being put on hold without being told first. Please remember to treat customers as you would like to be treated: tell them when you are going to put them on hold and ask if that is okay. If you are going to be more than a couple of minutes, tell them that. They may want to ask you to call them back later instead. They may not want to be stuck on the phone for a long time while you research a problem.

Related: you should exhaust all resources you can to solve a problem or answer a question, BUT it is also okay to tell the customer you or another tech will get back to them later. If you are completely lost and can’t find any documentation or someone who knows what to do, the problem needs to be escalated to the call mentor on duty, to Max Cohen, or to another full time tech.


Labor Day

Monday is a holiday. The university is closed. Don’t come to work!


Metrics and Feedback

I haven’t had time to put metrics together lately. Also, I’ve had a bit of a rethink about what I want to collect and report on. So, no metrics for you all this time, but I would like to share the following customer survey comments from this week:

“Had to spend some time to figure out what was wrong. Was very polite and finally able to fix the problem and get it fixed.”

“Job well done. Tech had excellent patience and was not in a hurry to get through my requests.”

“talk a little louder, hard to hear you sometimes”

“Problem got fixed in a timely matter.”

“Russ Born was very patient with this vexing problem and he didn’t give up until it was fixed.”

“It was a simple fix but really helpful to have your service readily available.”

“Very quick response and solution!”

“The technician who helped me was wonderful but it took over 2 weeks for a response from the folks that they refered me to. This posed some inconvenience for my job. But I want to reiterate., the technician who initially helped me and continued to follow up with me once you outsourced by issue was wonderful!”

“Vu was fast and knowledgeable. He solved the problem.”

“Excellent assistance and he gave me a different option to use – very friendly!”

“Steven was awesome. He was very thorough and made sure all was well before he left. He also gave me a few tips unrelated that will save me time in future. Thanks a million!!!”

“They resolved the issue that our entire class was experiencing in an expedited fashion”

“Max Cohen and his team went out of their way to accommodate our time critical and complicated requests. As a result, our out of state employees are well equipped for another year recruiting the next class for OSU.”

“Give Josh 2 hours paid lunch every day and a 15% pay increase. He’s the man.”

“It would be helpful if they would have let me know they were going to put me on hold.”

“Was able to get the problem fixed.”

“Great Job!!!”

“I am very impressed with Kirsten Petersen’s attention to my computer issues. In this case, she was responsible for Jon Dowd contacting me. Jon explained wonderfully what was going on and gave me a few solutions. I now understand something that had been bugging me for a while. Thank you very much, Jon and Kirsten.” (Gosh, I never get one of these!)

“Wonderful! Came to my office quickly ( as the issue could not be resolved over the phone).”

“Many Thanks!!!!”

“He was very patient with me”

“No suggestions – the tech was helpful as always!”

“No suggestions – the techs ROCK!”

“THANKS!!!!”

“He was courteous and knowledgeable”

“I appreciated getting a very speedy resolution to my issue as I had to be on an important business meeting via google-hangouts and the technician made sure my equipement was set up properly.”

“Thank you!”

“My issue was resolved very quickly. Thanks!”

Box Institutional Folders

Institutional folders are a key feature of Box. If a folder has been made into an institutional folder, the contents will not be lost even if all of the co-owners leave and their accounts are removed. (This has been an issue in the past with Google Drive and Office 365 OneDrive.)

To make a folder an institutional folder, the owner can follow these steps. We need to be prepared to help walk our users through this process.

  1.  Log into Box and Create a folder that you would like to make an institutional/organizational folder.
  2. After creating the folder click on  the box with the three dots (the ellipsis) to the right of the folder name.
  3. In the menu go to Sharing and then Invite or Manage Collaborators.
  4.  Invite the OSU Folder Admin to be a co-owner.  This account will auto accept the invite.
  5.  Next make sure you have at least one other co-owner on this folder.  Note: Once you transfer ownership to the OSU Folder Admin, you will become an Editor and only another co-owner can reinstate you as a co-owner.
  6.  Go back to Manage Collaborators.
  7.  Select OSU Folder Admin and change its permissions to Owner.
  8.  Click Okay on the “Change Item owner” dialog that pops up.  This is just a warning telling you that your account will be changed to Editor permissions.
  9.  If you wish to be a co-owner have the other co-owner change your permissions from editor to co-owner.

Ways this process could go wrong:

  • All collaborators on the folder who were not co-owners will lose access to the folder. Permissions for Editors, Viewers, etc. will need to be re-instated by one of the co-owners.
  • The owner following the steps above will be changed to an Editor and will need another co-owner to restore their co-owner access level. We will not have rights to make that change on their behalf.
  • The person following the steps above might forget to add another co-owner. Once ownership is changed to OSU Folder Admin, they will be stuck, and we will need to escalate to Box tier 2 for resolution.

Service Desk Digest – 8/16/2016

Customer Service Training

On Tuesday 8/9, all full-time staff in Client Services attended a customer service training provided by Kristen Magis from HR. The goal of the session was to work through the training modules and customize them to our needs. Kristen will also be helping us turn this into a Canvas module so that student workers can do the training ad-hoc.


Box Training

Box is slated to be made available to all students and employees in a soft launch on September 7. The Service Desk is the tier 1 point-of-contact for Box support.

All Client Services staff and student workers (everyone who is here this summer) should be able to login to oregonstate.box.com now. If you had trouble accessing the training before, please try again via this method:

  1. Login to oregonstate.box.com.
  2. Click on “Get Training” on the right.
  3. If this is the first time you have gone to the Training site, wait 1 day before doing the next step.
  4. Search for “Helpdesk Essentials”, click on it, and choose “Launch”.
  5. If that doesn’t work, click on your profile at the top-right, then choose “Transcript” – the training should be listed under “Active”.

Walk-up Moving to Milne

There is a project underway to move the repair and tier 1 services of the walk-up desk from the Library to Milne before school starts in September. The checkout and production services will stay in the library. If this move happens, it will be during early to mid September.

The project team is: Andrew, Kirsten, Max, Samuel, Jeff, Richard, Ed. Ping one of us if you have questions or concerns.

I am currently working on the communications plan and CAB request for this change.

Walk-up folks please note: Community Network customers will also be able to bring their OSU-owned computers to the walk-up for assistance, but we will not be promoting this service until later in Fall. For now, if a CN customer comes to the walkup, please DO NOT TURN THEM AWAY. Ask for their ticket number, or look them up in RefTool to find their ticket, and call the 78787 number if you are not sure what to do.


New IS Website

The Information Services website is being redone, and the new one should be going into production either late August or early September.

You can view the dev version of the new IS site here. I am still working with Sher Fenn to update much of our content.


Apps.oregonstate.edu

Citrix XenApp (apps.oregonstate.edu) has replaced RemoteApps. The Service Desk is the tier 1 point-of-contact for all Citrix requests. Escalate issues to the Campus Labs queue in Coho as needed.

The InfoSheet for Citrix is in ITKnows.

The name of this service may change, but for now we seem to be calling it “Citrix” or “Apps”.


OSU-Cascades New Building

The grand opening for Tykeson Hall is September 13. Greg Chilcote and Shannon Osborne were busy last week getting things ready.

With things being very busy in Bend and with OSU-Cascades expanding to more locations, we are encouraging CN customers at OSU-Cascades to call the call center for support rather than arm-grabbing Greg and Shannon for everything. Always make note of where a customer is located when talking to them on the phone. We can send Greg and Shannon to field appointments in Bend just as we do with field techs here in Corvallis. Max C. is working on getting travel time information to assist us with scheduling.


New Email Address for Service Desk

Beginning with promotional events this Fall and with changes to the IS website, I will be promoting a new email address for contacting the Service Desk.

The official contact information for the Service Desk is as follows:

IS Service Desk

Phone: 541-737-8787 (Corvallis/Statewide),  541-322-2051 (OSU-Cascades)

Email: Service.Desk@oregonstate.edu

Walk-up: Valley Library, main floor lobby area (until this changes)


Fall Service Desk Hours

With the move of the walk-up to Milne, we will be syncing up the call center hours with the walk-up. Our fall hours for walk-up and call center will be:

IS Service Desk Hours

Monday-Friday: 8am-7PM

Saturday/Sunday: 3PM-7PM


Team Dynamix Update

We are getting ready to reboot the project to roll Client Services to Team Dynamix, our new ticketing system.

Lucas Friedrichsen will be heading up this effort, with Paul Bunn as the project manager.

I can’t give an exact time frame yet, but if all goes well, we will be migrating the Service Desk from Coho to Team Dynamix in mid-to-late Fall term.

We will address other groups who use Coho after the Service Desk operations have moved.

Box Training – Mandatory Fun

Most of you should have received an invitation to access OSU’s Box instance. We now have access for all of us to do the helpdesk training. To do so, please follow these steps:

  1. Login at http://oregonstate.box.com
  2. Then, go to http://training.box.com
  3. If prompted to login, choose “Login with Box” and enter your OSU credentials (username@oregonstate.edu)
  4. Follow this link to view the training – you will need to allow pop-ups
  5. The training should take about 30-60 minutes to complete
  6. Please edit this Box document and add a note about an item you think would be good to include in Box documentation or an FAQ.

Everyone needs to complete Box training by Friday, August 12. As a reminder, Box will be available for all students and employees at the start of fall term.

More useful Box documentation can be found here:

https://oregonstate.app.box.com/files/0/f/8440219937/Box_Getting_Started

https://oregonstate.app.box.com/files/0/f/8095763961/07_Helpdesk

Service Desk Digest 7/21/2016

Box

I am working on getting Service Desk technicians access to Box so that you can see what it looks like before it is implemented to campus in the Fall. More on this soon.

The Box community site provides a great deal of user-friendly documentation.  Jade is currently working on an end-user HelpDoc, and we will be documenting some known issues soon.


Interviews for Extension Customers

In an effort to improve consistency, Ken Howard will be handling all computer interviews for Extension and AES customers for now. Lisa Gillis will assign the tickets to Ken.

If you see an Extension/AES interview ticket in the queue, please do the following:

  • Set Ken Howard as Responsible
  • Set the status to “In progress”
  • Set the target date out 2 business days

If an Extension/AES customer calls in for an interview, please complete the interview via Build Tracker and then assign the ticket to Ken per the above.


Changes coming this Summer

Some of you may have heard about some organizational changes that our director Andrew Wheeler announced at the managers meeting this week. All full-time staff were invited although not quite everyone was able to attend. For student workers, this should not impact you greatly, but I encourage you to talk to your supervisor or manager if you have any concerns.

The intent of these changes is to help clarify roles within the Service Desk.

As a reminder, when we are done implementing the Service Desk, the following will be true:

  • We will have a single phone/email point-of-contact for all services provided by Client Services (mostly done).
  • Everyone will be able to get support at the walk-up, including Community Network customers with OSU machines.
  • We will likely share tools for imaging machines.
  • All students will clock hours against a single job.
  • We will share one set of training materials and documentation.
  • We will provide excellent service to our customers!

Communicating with CN customers

The customer survey went out today. I will close it on Tuesday, July 26, and should be able to include some results in the next issue of this digest.


Employee Satisfaction Survey

I sent a survey out to everyone currently working Call Center, Field and Bench. I am not quite ready to share the results of that survey, but I will do so soon. Thank you again to everyone who took the time to provide feedback.


Something Fun

I would still like to start up a weekly or bi-monthly game night, but I need a volunteer to help coordinate. Maybe we should make Jeff do it? He’s cheerful, right?


Service Desk Stats

Weekly Stats for 7/11/2016-7/15/2016

  • Inbound Calls: 635
  • Outbound Calls: 178
  • Appointments: 78
  • Computers built: 36
  • Tickets created: 661
  • Tickets processed same day: 76%
  • Cascades jobs: 103
  • Surveys: 31
  • Average survey score: 4.7 out of 5

Know Thy Customer

Dr. Janine Trempy has been appointed the Associate Vice Provost for Academic Affairs. Dr. Trempy is a professor in the Microbiology department and has been at OSU for 27 years. You can read about some of her research in Terra.

 

Call Center Digest – 6/8/2016

Some quick updates pertinent to the call center.


OSU Cascades

Did you know that OSU has a branch campus in Bend, Oregon called “OSU Cascades”?

The most common criticism from OSU Cascades customers is that when they call, we don’t seem to know who or where they are. All employees and students at OSU Cascades are our customers, and we have staff on-site in Bend to assist with desk-side visits. (They are Greg Chilcote and Shannon Osborne.)

 

Please see the OSU Cascades site to learn more. There will be a quiz later.


County Extension Offices and Ag Experiment Stations

Did you know that we have different processes in place for supporting the County Extension Offices and Ag Experiment Stations (AES)? We do not generally have the option to do desk-side visits for these remote customers, so most support is via phone and ScreenConnect sessions.

Lisa Gillis does purchasing for Extension and AES, and customers should be advised to work with her directly on all drop-off and pick-up arrangements. Lisa also does recommendations and e-quotes for Extension and AES.

Wayne Jardine does network troubleshooting for these remote sites. We can also report network outages directly to NERO at noc@nero.net.  Known NERO outages are posted on their website.

More documentation on Extension support workflows coming to ITKnows soon.


Box

The Box pilot went live June 1, and testers are being instructed to contact the Service Desk for tier 1 support. Issues we cannot resolve should be escalated to Steve Fowler; set him responsible, inform him on the ticket and leave the ticket in the OSU Computer Helpdesk queue.

There are 71 test users in the Box pilot at this time. Most questions have been about basic usage and policy. The Box implementation team is not adding new testers at this time.

Infosheet for Box in ITKnows


MediaSpace/Kaltura

Usage of MediaSpace/Kaltura has increased dramatically since its integration with Canvas. Tier 1 requests will come to the Service Desk, but as this is a complex application, we will only be able to answer basic questions. Escalations go to streaming@lists.oregonstate.edu. Please use the “Media Space” template in template hub.

Infosheet for MediaSpace/Kaltura


Important fact of the day:

This Saturday, OSU will graduate a record-breaking number of students: 6,406 people.  Roughly 10% of those students are distance students. OSU is still one of the few large universities to hand an individual diploma to each graduate as they cross the stage. That’s really, really cool.

 

 

Call Center Update – 4/21/2016

Colleagues,

Lately I have been less of a funnel of information and more of a black hole.  We have a lot going on, and I will do my best to hit the highlights here. If you ever want to know more about something, please contact me or your manager.

Speaking of managers:

Some of you who are student workers may not know who your manager is. To clarify: Max Cohen, Samuel Rudin and Jeff Bonnichsen are the current student supervisors. You will work with one or more of them on a daily basis; they will assign you tasks, review your work and give you feedback regularly. Lucas Friedrichsen, Chris Sinnett, Ed Ostrander and I (Kirsten Petersen) are managers. We are responsible for hiring/firing, discipline, conflict resolution, as well as performance feedback. If you have a question or problem, you should generally take it to your supervisor first. If you work in more than one area, take the problem to the supervisor you work with most. If your problem is *with* your supervisor, take it to your manager. If you don’t know who your manager is, please look in the TSS Management tool (linked from RefTool).

Please note that all of the full time staff also have a lead role and may assign you tasks and provide feedback on your work. They may share that feedback with your supervisor or manager as well. They are also a fantastic resource to you if you need advice. Just… read the section below about asking questions first.


 

Asking questions is a good thing.

There is an art to asking questions. You need to be respectful of the other person’s time, you need to bring them the right information to approach the problem, and you need to be willing to learn.

Kirsten’s Guide to Asking Questions:

  1. Gather all the pertinent information and have it ready. The first thing I will ask you is: who is the customer, and what are they trying to do? If you can’t answer that, it’s back to the drawing board for you, and a pointless interruption for me. Also, it’s a delay in resolving the customer’s problem. You should know if this is a laptop, or a Mac, or if the customer is in Hermiston. You should know if they have another computer to use or are dead in the water. You should be so intimate with the problem and what the customer is trying to accomplish that you can speak for them.
  2. Tell me what you have tried. I hope it goes without saying, but: you should have tried some things first. And I don’t mean random things. You should have looked at our documentation and troubleshooting templates (TemplateHub). You should have asked the customer a lot of questions. You should have seen the error they are seeing, or checked the logs. When you come to ask me for help, tell me what steps you have tried and exactly what the outcome was. Be as specific as possible. There could be important clues there to help solve the problem.
  3. Tell me how urgent this problem is. If the customer is still waiting on the phone and they can’t do their job and you have tried everything and are stuck, this is probably urgent. If the customer has a work-around and you are just curious what the right answer is, that’s a very different thing. If I know how urgent this is, I will probably respond differently.
  4. Be willing to learn. Don’t just punt a problem to me and then wash your hands of it (not that any of you would do that, right!?). You should be coming to me because you want to know how to solve this yourself next time.
  5. Help others. Let’s say you went looking for an answer in our documentation and could not find it. You had to ask for help, you got the answer, and you learned. That’s great for you, but doesn’t help your coworkers much. Take the initiative and update the documentation – or at a minimum, let your supervisor know that the documentation is lacking.

 

Things Going On in Client Services, Information Services and OSU

Note: you can always check on the status of large IS projects here: http://is.oregonstate.edu/strategic-plan-projects/project-management

Box

Box is a cloud storage and collaboration platform provided via Internet2 NetPlus. OSU IT leadership met at a storage summit last year to discuss the merits of Box, OneDrive and GoogleDrive, and came to the conclusion that Box provides the best features to meet the university’s needs. In particular, Box should provide better business continuity, better local synchronization tools and better cross-platform feature parity.

In addition, Box is expected to integrate with Office 365 (replacing OneDrive), with Canvas and with Kumo. The project team are targeting Fall term 2016 to make Box available to campus.

A sole source justification has been done for the purchase of Box, and the contract is presently in PACS. A project team has been established, and I am on it. I will provide regular updates here. Currently, we are in a pre-pilot testing phase. The features in the pre-pilot are not what we expected and the implementation team are looking into that problem (it may because we are not under contract yet).

Initially there was much conversation about this service replacing CN-Home and CN-Share, in addition to ONID-FS (the Z drive). CN-Home and ONID-FS home directories seem like a no-brainer, but whether department shares will move to the cloud is a bit unclear at this time.

While it is true that Google Drive is not going away, it is my understanding that the university will declare Box the preferred, supported cloud storage solution.

Exchange Online

The Identity & Access Management team have confirmed that OSU will most likely be migrating to Exchange Online around Fall 2016. They ran into some legacy configuration that held them up, and are working through that now.

Getting all employees unified and enabled for Office 365 is still a pre-requisite for Exchange Online, but is almost complete.

Service Desk, ITIL, ITSM and Team Dynamix

Most of the full-time staff in Client Services attended ITIL and ITSM training this week. All of the directors in Information Services and staff from many other units also attended. The goal of the training is to get to a shared understanding of ITIL principles among IT staff who will use Team Dynamix on a regular basis. We couldn’t send student workers to the training, so I will be doing my best to share what we learned with all of you.

ITIL is a set of best practices that is about aligning IT with the needs of the business it supports, and ITSM is a discipline that breaks down IT management into specific processes.  The adoption of the new Team Dynamix tool for ticket tracking has been a catalyst for us adopting more ITIL practices. In particular, we will be adopting Incident Management, and will be transforming much of Client Services into a Service Desk that serves as the single point of contact for all services provided by Information Services.

Our director, Andrew Wheeler, will be sharing more information with all of you about these changes soon. I know many of you are concerned about what this means for our service to our customers, and for your daily work, so I am working to share as much information with you now as possible. Please be aware that this project is still very much in the planning phase.

The first stage of creating the Service Desk will be to consolidate workflows of the OSU Computer Helpdesk, CN call center and CN field team. This will be my primary focus for the coming weeks. I am working now on mapping out detailed tasks in TeamWork, and you will all have access to view the project there soon.

ITC Recruitment

The recruitment to fill Tom Loveday’s vacant position is in progress. The position has been posted and is open until Friday, April 29th.  The posting is here, and you are welcome to share this with anyone you think would be interested:

https://jobs.oregonstate.edu/postings/23568

The hiring committee members are: Kirsten Petersen, Max Cohen, Keenan Carr and Kaelan Rasmussen. I am also working to add a search advocate from a department outside of Information Services.


Training and Skills Assessment

I will be following up with many of you soon to put together a detailed profile of your skills and to work up a formal training plan. If you already have a LinkedIn profile with that type of information in it, please connect with me there.


Kudos

Kudos to Chris “CJ” Johnson for suggesting that we shift the student field techs to same-day appointments only. This has allowed us to have greater flexibility in responding to urgent site visit requests.

Kudos to Josh Zheng for advocating for the “call assist” role in the call center. We are still ironing out the mechanics, but the idea is that there will always be a seasoned tech in the call center who is available to assist people in calls. This person stays out of the phones, works the queue, and helps on difficult troubleshoots. This is helping to improve the quality of our service and increase first call resolution. Kudos to Robin Castle as well for helping to make this work.

Kudos to Ken Howard for suggesting that when process changes are made, the impact is clearly spelled out for each of our workflows. This came up when we decided to implement named user licenses for Adobe Creative Cloud and I neglected to consider how that would impact computer imaging. I have committed to follow Ken’s suggestion on future communications of changes.

And a sincere “thank you!” to all of you for patiently answering my many questions, putting up with the massive amount of changes we have been going through, and making suggestions that will ultimately make us all more successful.

 

Box Cloud Storage

The university is in the process of purchasing Box via Internet2 Net+.

Box will be the officially recommended cloud storage and collaboration tool starting Fall term 2016. A significant advantage of Box over both Google Drive and OneDrive is the fact that files can be owned by the institution and not evaporate when user accounts are deprovisioned.

The plan is to move most personal and department shares (e.g. CN-Home, CN-Share, and ONID-FS) to Box storage.  We will be testing a number of use cases to ensure that everything will work well.

Edit (3/9/2016): Box will not be approved for any PII data, so not all storage will be on Box. It is a bit unclear at this time how much of our department share data will be moved there, and that probably won’t happen by Fall.

Also in the scope of this initial deployment is integration with Office 365 and Kumo.

We will have access to test Box soon, and I will share that information as we get it.