Tag Archives: Kaltura

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.


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


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 Digest – 12/22/2015

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.