Tag Archives: Community Network

CN Appointments and Service Desk Staff Schedule

Please read for some important updates on appointment scheduling and staff mentoring schedules.

If you are scheduling an appointment for another person, the following people have time available for Spring term:

  • Ken Howard
  • Steven Tom
  • Robin Castle
  • Jeff Bonnichsen
  • Max Schmidt
  • Zach Colbert
  • Vu Le
  • Mack Powers

As before, only schedule them during their available times. In particular, please be careful to only schedule student techs during times their calendars show as available for appointments.

If an on-site visit is needed in an emergency, please check in with Max Cohen or a call mentor to see if you can go on-site to assist the customer. If we have sufficient coverage for calls and walk-up at that time, and you are sufficiently trained to address that type of issue, we can accommodate emergency on-site visits in this way.

Steven Tom is helping to prepare more back-packs with supplies for on-site visits.

The Service Desk mentoring schedule for Spring term is as follows:

  • Walkup Mentor
    • 8:00-12:00 Jeff
    • 12:00-1:00 Keenan
    • 1:00-5:00 Pat
    • Backups: Keenan, David
  • Call Mentor
    • 8:00-12:00 Nephele, Robin
    • 12:00-1:00 Nephele
    • 1:00-5:00 Ken, Steven
  • Builds Mentor
    • 8:00-1:00 David
    • 2:00-5:00 Nephele
  • CN Accounts
    • 8:00-12:00 Keenan, Pat
    • 2:00-5:00 David, Keenan
  • CN Scheduled Appointments
    • 8:30-12:00 Ken, Steven
    • 1:00-4:30 Jeff, Robin

The basic responsibilities for the staff roles are defined in the Service Desk guide here: https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=23358#12.0


Location of Customer Equipment: Power Adapters


Recently I sent an update about the location of power adapters during a CN build for a new laptop. I said the adapters go with the computer, but it turns out that is only true some of the time.

We actually have a number of adapters (particularly for Dell). If the adapter matches one we already have, the customer’s adapter will stay with the shipping boxes and not go with the laptop during the build. This is to avoid mixing up customer adapters with our own.

I have updated our documentation to indicate that the adapter may be with the computer or with the shipping boxes: Service Desk Guide 11.0 Recommendations and Purchasing

Note: We need to make sure the location of all customer equipment is clearly indicated in the ticket. I am working on updating TeamDynamix to make this clearer. More on this soon.

Please let me know if you have questions.

Service Desk Digest 11/8/2016

TeamDynamix Reminder

Reminder that on the evening of Tuesday, 11/15, we will be migrating all open tickets in the following Coho queues to TeamDynamix. Starting Wednesday morning (11/16), all new tickets and ticket updates will happen in TeamDynamix.

Coho queues being cut-over to TD for 11/16:

  • CN Accounts
  • CN Base
  • CN Recommendations
  • CN Build Bench
  • CN Remote
  • Campus Labs Support
  • OCH Walk Up
  • Server Support

Know Thy Customer

Chris Sinnett put together a diagram of all Community Network customer departments by organizational chart. A copy of this can be found on the poster outside my cube. Please send additions or corrections to Chris as we will be printing a couple more of these.

Skype for Business for Mac Client

CJ has added a package for the new Skype Mac client on Casper Self-Service. It will replace the existing Lync client.

Please send any feedback to Kirsten and CJ.

OSU Cascades IT Manager Position Open

IS Client Services is recruiting a new IT manager position for the team out at OSU Cascades in Bend, Oregon. The position closes in early December.


Veterans’ Day is This Friday

Don’t come to work (or class) this Friday, November 11 – it’s a holiday and the university is closed.

Service Desk Help Form Changes

There is a form on the IS Service Desk site that allows customers to create a ticket in our queue. Previously the subject line was a generic “Helpform submission” type of text.

I have modified the form to include a required Title field, which will be the subject line on the ticket.

FYI, unlike Coho, TeamDynamix will allow us to change a ticket title after it has been created. Still, I thought this change would be beneficial in providing more descriptive ticket titles to facilitate queue triage.

I also changed the email target on the form from osucomputerhelpdesk@oregonstate.edu to service.desk@oregonstate.edu.

Enhanced Classrooms

The list of classrooms supported by Classroom Technology Services can be found here: http://is.oregonstate.edu/service/classroom-technology

Each enhanced classroom has a phone in it that dials the Presentation Support team.

If we receive a call from one of these classrooms, it is okay to do a warm transfer to Presentation Support. They can be reached at 73806.

Service InfoSheet in ITKnows is in progress: http://itknows.oregonstate.edu/?p=9570

macOS Sierra Status

The new macOS Sierra is currently in “Early Adopter/Not Recommended” phase for CN customers, per our OS Life Cycle: http://is.oregonstate.edu/cn/operating-system-life-cycle-information

On 11/4, all CN customers were notified of this status.

CJ has built an image for Sierra, and he and James Dudzik are in the process of testing it on various hardware.

Todd has documented known issues and resolutions/work-arounds for Sierra in the Apple OS Reference Guide in ITKnows.

A customer-facing document for known issues in Sierra can be found here: http://oregonstate.edu/helpdocs/faq/macos-sierra-known-issues-and-work-arounds

Although we are not recommending Sierra at this time, CN customers are welcome to upgrade if they want to. Please make sure they know to do a backup first, and make sure they are aware of the known issues. We should also set the expectation that our support will be “best effort” as we are not yet very familiar with Sierra.

Please note that the above information applies to CN customers/machines. Service Desk support of operating systems for personal devices is already “best effort” only.

CN computer intake location


For CN computers destined for the build bench, the intake/drop-off location is now the grey cabinets at the West end of the long corridor outside Andrew’s office (end closest to the door).

A sticker should be added to each computer including the following information:

  • Ticket #
  • Customer Name
  • Date dropped off

If a computer is too large to fit in the cabinet, it can be placed on the floor next to the cabinets or across the walkway. For large shipments of computers that won’t fit by the cabinets, they can be stored in the old Bench office – please notify Samuel and Jeff if this is the case.

This is ONLY for CN computers, not personal devices.

Let me know if you have any questions or concerns about this change.

NOTE: the intake location for Extension computers is still the Ballard office.