Tag Archives: Coho

Base, Field

Changes to Coho Salutation and Signature

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As of 8/22/2016, I have made the following modifications to the salutation and signature on Coho tickets in the “CN Base” queue. Note: I have not modified other queues yet.

  • The salutation now says “Hello Name” instead of just “Name”. If you feel it sounds awkward in any particular correspondence, feel free to remove it or change it.
  • The signature block now contains two “news” items: a link to an FAQ about what the Service Desk is, and a link to an announcement about the move of the walk-up from the library to Milne.
  • I have rearranged the signature block so that the technician’s name appears first, the news items second, and the “To respond…” section last.

Let me know if you run into any issues with this.

All Groups

Service Desk Digest – 8/16/2016

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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.

All Groups, Base, Community Network, Field, OCH, SCF, Walkup

Call Center Digest – 12/22/2015

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I haven’t done a digest for a long time, so this one has a lot of info in it. Sorry for the lengthy update. On the other hand, it goes to show we have been very busy this past month.

RoboBaseLead Lives!

In case you were wondering, Max C. is alive and well and recovering. Don’t let him work, though!
Upcoming Changes
12/28/2015 @ 6AM – BeaverPrint upgrade; brief down-time during upgrade, but no user impact expected afterward. Change log of new features available here.
12/31-1/4 – CAPS will be moving to new offices and to the new core network. Jon Dowd and Max Schmidt will be on-site.
1/1/2016 – OSU Library Worldcat and FirstSearch will be migrating to OCLC’s new Discovery Platform (seeTraining info here).
1/8 -1/26/2016 – PeopleAdmin (OSU’s online hiring system) will be upgraded. No new recruitments can be started during this two week period. Questions? Business Center.
12/28/2016 – The old ONID SSO service will be retired. Identity & Access Management (IAM) worked with CWS and ECampus to set the timeline for this change. Please note this change is 1 year from now.

Unification Project

 1/6/2016 –  We will be doing a few more CN account unifications.
12/2 – 0369701 (16 tickets)
12/9 – 0371338 (25 tickets)
12/16 – 0372849 (42 tickets)
12/21 – 0373476 (3 tickets)

Recent Outages/Incidents

12/9 – Bad MS patch broke Outlook 2010. (0370956).
12/9-12/15 – Outlook Web Access (OWA) search was failing for users on some mail stores. Resolved.
12/10-12/17 – Several printers around campus printed gibberish on entire reams of paper; probably an exploit. Setting ACLs on printers should resolve.
12/17 3:45PM-6:00PM – Kaltura video playback not working from OSU network. Cause unknown, but likely an upstream issue. If this happens again, please collect info and escalate to NOC queue.
12/18 – Many Ecampus students were reporting issues getting in to MyOSU to register for classes. ECampus had some links promoting the MyOSU method, which often breaks for people off-campus. They have updated those links to point to InfOSU, and we have not received any more calls about this.
Recent Changes
12/7 – The Microsoft Home Use Program code was updated; the new code is in the COHO canned response.
12/12 – All Macs in Milne lab were re-imaged as OSX only (no more Bootcamp).
12/15 – ONID CAS Single-sign on modified; no issues reported.
12/15 – College of Engineering unified all of their accounts, including students. COE students now login to COE resources with their ONID account.
12/17 – Shibboleth SSO upgraded; no issues reported.
12/17 – COHO Server maintenance; no issues.
12/19 – Wireless controller upgrades; no issues reported.
12/19 – Name (DNS) server maintenance; no issues reported.
12/19 – Federation.oregonstate.edu (ADFS) upgrade. (This is the login page for Office 365.) People might notice a “Kumo” option the first time they access the page.
12/22 @ 6AM – KAdmNet201 old core router maintenance; no issues reported.

Policy/Procedure Updates

Screen Connect Best Practices: please have customers connect with a code (ideally their username) to prevent other customers accidentally booting the connection. New Screen Connect documentation here: http://itknows.oregonstate.edu/?p=2742http://itknows.oregonstate.edu/?p=2742  (Thank you, Jade!)
Some Random News
NERO (one of our upstream providers) recently joined Seattle Internet Exchange (SIX), which allows NERO to peer directly with several sites including Akamai, Google, Netflix and others.