Tag Archives: exchange

CN Supported Room Renames

CN Supported room calendars are going to be renamed in the Global Address List. Rooms will be renamed on August 28th after 5pm (effectively our customers will see this change on the morning of August 29th)

These updates will ensure that all room calendars have a consistent naming scheme and will work properly with Outlook’s “Room Finder” feature.

This does not apply to resource calendars or shared calendars. After the update, the new name must be used when searching for and scheduling the room.  Any room Calendars that customers added previously will need to be added again in order to display the new name. This update will not affect existing appointments on the room calendars.

KB Articles related to this change

List of Rooms and their new namehttps://oregonstate.box.com/v/CNRoomRenameList

If customers do not see an expected room on this list:

  • The calendar is not configured as a room calendar (it may be set as “equipment” or “shared”)
  • The calendar is actually a public folder calendar (which will need to be exported and renamed at a later date)
  • The calendar is a secondary calendar under a user’s mailbox (Which needs to be exported out to a separate properly created room calendar)

If customers have room calendars that meet any of these criteria, create a ticket detailing what the calendar is currently called, how the calendar is currently configured, what building and room number it corresponds with, and then assign that ticket to CN Accounts.

Exchange Issues Update

We are still experiencing intermittent issues with Outlook Web App (OWA) and Outlook for Mac client connectivity.

Server Support are troubleshooting the problem with Microsoft. Several things have been tried without success at this point. Server Support have monitoring in place to restart services as needed or remove malfunctioning servers from rotation. They are considering possible next steps, including moving to a new version of Exchange on-prem.

Please continue to create Incident tickets and link to the Problem master ticket for each event as appropriate. Also continue to notify Server Support of new incident reports.

What to tell customers: 
Our server admins are continuing to work on this issue, and have engaged with Microsoft for assistance. If you experiencing an interruption, please wait a few minutes and then try again.

 

Addendum:

As new issues occur, we are making new master tickets each time. Each master ticket is linked to the following Problem ticket for tracking progress on troubleshooting this issue with Microsoft:

https://oregonstate.teamdynamix.com/TDNext/Apps/425/Tickets/TicketDet?TicketID=3462590

Service Desk Digest 1/20/2017

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.

 

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.

 

Call Center Digest, 10/9/2015

New Things:

Exchange support at OCH – the Helpdesk should be helping folks with Exchange email questions. There are documents in Helpdocs. Let me know if you have any questions about this.

Exchange forwarding to OSU Gmail – there is a new Helpdoc about how to do this, but it is not recommended. It’s better for people to forward from Gmail to Exchange. Also, for CN customers, please get LRP approval before setting up a forward.

Exchange Archiving – the server admins have notified us that we should not be adding new users to the Exchange online archive. Anyone who is using it now can continue to do so. For people who are running out of email space, please give them the usual mailbox clean-up and retention tips, and after that we can increase their quota up to 5GB (at no charge). There will be announcements to the DCA list and CN customers about this soon.

Office 2010, 2013 and 2016 – Office 2010 is end-of-life on 10/13/2015, however the software will continue to work and we will continue to support it for some time. We have a self-serve install option for Office 2013 for CN customers and will be announcing that to them soon. Office 2016 is now available on \\software.oregonstate.edu and activation is configured.  Office 2016 is now the default install option in Office 365 and for the Home Use Program.

Student Success Collaborative (SSC) predictive analytics tool  – this new tool will help the university predict the success of students and intervene to ensure better retention and graduation rates. You can learn more about this at https://www.eab.com (go to Member Login, New User to gain access).


General Notices:

Office 365 sync issues – Jason resolved another sync issue in Office 365 this week (thank you Jason!) that was impacting a large number of users. Scott will be reminding students about this service in a mass email soon, so we may get another bunch of calls.

Office 365 Helpdesk Access – Jason is working on getting all of use limited helpdesk access to the Office 365 administration dashboard, which would hopefully allow everyone here to see whether an account has been synced and licensed properly.

Google Apps XML – the feature to access calendar via XML has been deprecated.  Chances are not too many people were using it.


Question for you all:

We have been crazy busy all summer and the past couple of weeks. If anyone has feedback on what would make the work experience less stressful or more positive for you, send your ideas to me or your supervisor.


Fun Fact:

When children learn that 2*3=6, it measurably slows their response time on calculating 2+3=5 because our brains like patterns and this confuses them. So, the more math you learn, the worse you get at arithmetic.

Have a great weekend everybody!

 

Notice – OWA Planned Upgrade

via Jason Appah

Just some info on a minor change to Outlook Web App so you all are aware and prepared for when it happens. The log in page will be changed up a bit, now reflecting the more current Outlook style:
OWA upgrade login
The log in form works exactly the same. You may either use your Domain\user or first.last@oregonstate.edu to log in. The changes are merely aesthetic, but may cause some confusion to users. The instructions to getting there are the same as well; exmail.oregonstate.edu -> Exchange Outlook Web App. The HelpDocs page will also be updated when this change is made, and will include screenshots and examples. You may direct users to this if they have questions.

Currently the plan is to push this change out on February 15th, at about 10:00PM.