Tag Archives: Office 365

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.

 

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!

 

Call Center Digest, 10/2/2015

New Things:

SCF support – OCH is now the official point-of-contact for support in the labs (other than Milne lab). Escalations will be via split ticket to the SCF queue in Coho. The Endpoint Management (EPM) team under Jason Appah will be handling those escalations.

Citrix XenApp (apps.oregonstate.edu) – escalations for XenApp should also be via split ticket to the SCF queue.

XBox issues – Apparently the Xbox services have been having some outages lately, which may account for problems we have been seeing.  For Xbox status info, see http://xbox.com/status and https://twitter.com/XboxSupport.

Gmail IMAP auth problem – Andy Morgan researched this and provided a fix. It requires enabling two-factor auth and setting an application-specific password for IMAP. This affects people trying to use Outlook and Mac Mail to access Gmail. (See ticket#0355359 for detailed steps – this will be added to Helpdocs soon.)

Cascades number added to CN queue signature – the automatic signature for the CN base queue now includes the Cascades number (thanks to Tom for suggesting this).

Office 365 Sync issues – This is still on-going, but it sounds like Jason is zeroing in on a fix. For now, please continue to escalate to Jeff or Kirsten if people do not have a license (make sure they are registered for classes first).


Highlights:

Dorm Visits – Kudos to Ed, Jorge, Meera, Jazmyn and Jade for all the dorm visits they did last week. They met with a couple hundred students and helped a lot of new students have an easier start of term. Thank you!

New student employees kicking butt – Welcome to all our new employees! You all are kicking butt and taking names (and making tickets).  Keep up the good work.


Upcoming Events:

Saturday 10/3/2015, 6:00AM – 8:00AM – Wireless network maintenance 

Saturday 10/3/2015, 6:00AM – 6:15AM – Maintenance for CORE, MyDegrees, Evals, MyOSU, and others (More Info)


Some Stats for Fun & Profit:

  • There are 1,023 unresolved tickets across all Helpdesk and CN queues. (We started the week with 1,138.)
  • Li spent an hour on the phone helping a faculty member with Canvas. Be nice to him. He earned it.

 

 

Call Center Digest, Friday 9/4/2015

We have a lot of changes coming up and a lot of information to share. I will be doing a weekly digest from the call centers. If you want more details about any of the below, ping me!

Labor Day weekend maintenance for Banner, Banner Apps, MyOSU – OSU Banner and all Banner Apps, including MyOSU, will be down over the Labor Day weekend for maintenance.

Google logins, Google email addresses, and student UPNs changing 9/12/2015 – Everyone (students and employees) will start logging in to Google Apps as username@oregonstate.edu. Primary email addresses for Google will change to username@oregonstate.edu in Google and in OSU Online Services. The UPN for students will change to username@oregonstate.edu, and this will impact how students log in to Office 365. All of campus will be notified early next week.

More info about Google and UPN changes: http://oregonstate.edu/helpdocs/landing-page-students

OSU Cascades tech support changes 9/16/2015 – Starting mid-September, tech support calls and emails from OSU Cascades in Bend will be directed to OCH and CN call centers in Corvallis. Please be kind to the OSU Cascades folks!

RemoteApps being replaced by Citrix XenApp  – As of start of Fall term, the RemoteApps service will be redirecting to Citrix XenApp. This is the apps.oregonstate.edu service, previously run by College of Engineering, currently managed by IT Infrastructure.

Comcast Infinity (IP TV) coming to OSU Housing – University Housing & Dining is deploying IP TV this Fall term. Only students who live in the residence halls will be able to access the service, and only from on the campus network.

Canvas and TurnItIn integration – The Canvas team will be implementing a piracy prevention component called TurnItIn. This may result in some calls to OCH.


 

Office Moves:

OCH 5PM-7PM shift moving to Service Desk – The evening shift at the OCH call center will be moving downstairs to the Comms desk area at the Service Desk, sometime during Fall term (date TBD).

IS Client Services moving to Milne Computer Center in November – all ISCS employees in the Library will be moving to offices in the Milne Computer Center around November 2015. Exceptions: the Service Desk and Student Multimedia Services will stay in the Library.


 

Upcoming Events

Labor Day, September 7, OSU Closed – The university is closed on Monday. Don’t come to work!

Monday, September 14 – Grad Fair

Saturday, September 19 – Talk Like a Pirate Day

Sunday, September 20 – Housing Move-In Day – The OCH Call Center will be open for a few hours this day.

Monday, September 21 – University Day

Thursday, September 24 – Beaver Fair

Thursday, September 24 – First day of Fall term classes

 

UPN changes for students – impact on Office 365

All,

The student UPNs will be changing on September 12 from user@onid.oregonstate.edu to user@oregonstate.edu. This has some specific impacts on Office 365. Please read – I anticipate a large number of calls. 

  1. The way they login to Office 365 will change. When you help a new user login for the first time, please make them aware of the change happening on September 12.
  1. Connections from Office and OneNote to files in their OneDrive will break. The symptom of this problem will generally be a yellow triangle with an exclamation point in the Office or OneNote apps. The solution is to repoint to username@oregonstate.edu. I will verify that we have a help doc on this issue.
  1. Links to shared files will break. The resolution to this is to re-share the files. This may impact College of Business students more than others as they use these features more. They can also get help from the COB helpdesk.

-Kirsten Petersen, IT Manager
Information Services, Oregon State University
http://oregonstate.edu/is

From: dca-all-bounces@lists.oregonstate.edu [dca-all-bounces@lists.oregonstate.edu] on behalf of Lomax, Erica L [Erica.Lomax@oregonstate.edu]
Sent: Thursday, August 27, 2015 17:46
To: DCA All
Subject: [DCA-All] 9/12 – Login changes to Google and Student UPN changes

On Saturday, September 12 starting at 8am the IAM team will be making changes to the logins and email addresses at Google for all users, student Active Directory User Principal Names (UPN), student primary email addresses, and UPN updates for a subset of other users.  It is anticipated that the set of changes will take approximately 12 hours on that date.

 

A summary of what is changing is as follows

o   If a graduate student account is pending unification and the UPN has already been assigned to the non-ONID account, no account update will occur.

  • UPN on ONID accounts for Employee & Associates that are located in the ONID OU in AD and do NOT have an existing identity match (PIDM) will be set to user@oregonstate.edu

If you would like a copy of your domain/OU’s users and their current identity match (PIDM) status, please send an email to IAMTeam @oregonstate.edu and let us know what domain or OU and we will provide you with a file.  It will contain the user, their non-ONID domain account and matching ONID account, if matched. You can use this file to fill in the missing ONID matches and return it to us to update AD with the matches.

 

Helpdocs are under development about the impacts to end users.  There will be email messages sent to the users via inform lists regarding the changes.

 

Please let us know if you have questions.

 

 

Erica Lomax

Director, Identity and Access

Information Services | Oregon State University

P: 541-737-3619

 

Office 365 Login Issues

Heads up: we have been fighting some issues with directory sync from OSU AD to Office 365 recently, resulting in the following issues:

  • People could not login (because their account has not been synced)
  • They could login but were told they are “not licensed”
  • They get an error saying they are “blocked”

All of these issues were due to directory sync problems. Jason spent some time chasing that down and resolved the problem yesterday, but the sync took 12 hours to run as it had a backlog to catch up on. A few people may be synced today but unlicensed – they should be fixed when the script runs at 11PM tonight.

I’ll be working with Jason and Jeff to improve our documentation on these types of issues, as well as to give everyone view access to the admin console so you can see status information. If there is an API, we will look to integrate that with RefTool.

For now, the basic things we need to check (as best we can) before escalating Office 365 issues are:

  • Have they activated their ONID account?
  • Can they login with their ONID to other services?
  • Is their ONID account disabled? (E.g. due to account compromise?)
  • Are they logging in with their UPN?
  • Are they registered for a class (at least 1 credit) in a current or future term? (Note: as soon as they register, they should be licensed at 11PM that day.)
  • Try clearing cookies in the browser to rule out ADFS issues.

Once you’ve verified that their ONID is good to go, they are logging in correctly, and they have registered for classes more than 24 hours ago, it’s probably something that needs to be escalated.

Note: the process for employees will be similar, but will depend instead on them being unified and in an allowed OU. RefTool will be the best place to find that information (may still need some tweaks).

OneDrive for Business cache issue

Problem:

When OneDrive for Business (ODFB) starts, you see the following error message:  “A problem occurred while accessing the Office Document Cache.  Do you want to repair this problem?”

Regardless of whether you choose Yes or No, the error keeps coming up. Also, on the Mac the computer becomes extremely slow, with CPU pegged.

Solution:

  1. Close ODFB, close all Office applications, and close OneNote.
  2. Delete the “OfficeFileCache” folder and its contents.
  3. Restart ODFB. You should not get errors this time.

On Windows, you might have to work a bit harder to close ALL processes that are accessing the cache folder.

Windows details here: http://www.7tutorials.com/fix-problems-microsoft-office-document-cache-being-corrupted

Mac details here: https://community.office365.com/en-us/f/153/t/298682

Unified Accounts: Things to Know

As you all hopefully know, the university is working on unifying all Active Directory accounts as a part of the identity management initiative.  Here are a few things you should know in order to support our customers during and after this transition.

Short version:
Look in RefTool to see if an account is unified.
Unified means they have ONE account, in ONID.
Password resets are via the ONID password reset tool.
Directory updates happen via Banner data.

What is Account Unification?

From the customer’s perspective, account unification means they have one set of credentials to login to most university services. They will use the same username and password to login to email, VPN, OSU Online services, etc.

From an IT perspective, a unified account means the following:

  • It is like a traditional “ONID” account:
    • It is automatically created via scripts from Banner data.
    • The customer activates their account when they become a new student or employee.
    • It is synchronized between ONID LDAP, the ONID Active Directory domain, Google, and Office 365 (same username and pass for all of these).
    • Directory information such as name, phone number and office are populated from Banner (and need to be updated there if they are wrong).
    • Password resets are self-service via the ONID password reset tool.
  • An IT unit on campus has claimed the account, and has administrative access to it.
  • The AD account may or may not have an Exchange mailbox attached to it. If it does, the ONID email address will not be listed in the Exchange Global Address List (GAL).

Note: for undergraduate students, account unification doesn’t have any particular meaning, because they typically only had one AD account to begin with (the ONID one).

Is This Account Unified?

In RefTool, you can see whether an account has been unified. Because unification has no impact on undergraduate students, nothing will be listed for them.

So far, the following groups have been unified: Library, Information Services, College of Ag Sciences.

All units should be unified by January 2016.

User Principal Name (UPN)

We are requiring everyone to set their UPN to the new standard as part of the account unification process. People might be confused about how to login after this.

The UPN is another account logon type, in the format oniduser@oregonstate.edu.

The UPN is unique in the AD forest, whereas usernames can be repeated (i.e. you can have forestry\bob and onid\bob and they can be different people, but there is only one bob@oregonstate.edu).

Because the UPN looks like an email address, we decided to make sure that everyone also has an email alias that matches their oniduser@oregonstate.edu UPN. However, that email alias may not be the person’s primary alias, the one they send email from.

For example, my attributes are as follows:

    username: peterkir
    UPN: peterkir@oregonstate.edu
    primary SMTP:kirsten.petersen@oregonstate.edu
    additional SMTP: peterkir@oregonstate.edu
    SIP address: kirsten.petersen@oregonstate.edu

In many places you can login either as domain\user or user@oregonstate.edu.  Office 365 requires you to login with the UPN.

The SIP address is used for Lync, and does not have a standard format yet (unfortunately). Changing the SIP address is a problem – it causes the person to disappear from other people’s contact lists.