Tag Archives: OSU Alert

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OSU Alert (Rave) and New OSU IT Outages List

As you may know, OSU Alert (Rave) is OSU’s system for sending emergency alert notifications.

Recently, Information Services has implemented a new process for coordinating on major IT service outages. As part of this effort, there is a new list in OSU Alert for notifying people of OSU IT Outages.

People can request sign-up to the OSU IT Outages list with the request form on our site here: http://is.oregonstate.edu/cn/webform/enroll-osu-it-outages-alert-notification-system

The form creates a request assigned to the Service Desk queue. Everyone in the Service Desk has “help desk” access to the OSU Alert system. It is our responsibility to add users to the OSU IT Outages list in OSU Alert when requested. Instructions are in the OSU Alert ITKnows article. (Note: this process may be automated later, but for now is manual.)

I have updated help desk access for all of our technicians. If you are not able to see and modify list memberships for users in OSU Alert, please let me know.

I encourage you all to add yourselves to the OSU IT Outages list if you would like to receive notification of major service outages.

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OSU Alert – Rave

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OSU is in the process of moving the OSU Alert emergency notification system to a new vendor. The old system was Blackboard Connect and the new system is AT&T Rave. More information about OSU Alert can be found here:

Troubleshooting:

All Client Services employees have “helpdesk” access in the Rave portal. Login with your ONID/Unified account at https://www.getrave.com/login/oregonstate. Once there, you can view settings for customers but cannot make changes.

All current OSU employees and students are automatically populated in the OSU Alert system with their OSU email. They will need to sign into the system to add other information such as home phone numbers, cell phone and SMS text, or additional email addresses. The logic for populating people in the system has changed a bit. If someone is not in the system, ask them if they are a current student or employee. If they are, please escalate the issue to me by setting the ticket responsible to Kirsten Petersen.

For issues with the Rave system itself, we can escalate to their technical support, but please do not refer customers to them directly.

Rave Tech Support: techsupport@ravemobilesafety.com, (888) 605-7164 + Option 3

 

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Call Center Digest – 10/23/2015

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Folks, this is a busy place.

I took a look at the number of tickets across all of the Client Services queues yesterday. It was over 800. Two weeks ago, it was over 1,000, so we are catching up.

Then I looked at the number of tickets we touched (added a note, changed a field, set responsible, etc.) in a 24 hour period.  It was 500. And that was not even a very busy day.

So, if you feel busy, you are not imagining things. I am working on some ways to analyze our workload, understand it better, and tell our story. As always, your insights and suggestions into that process are appreciated.

New Items and Reminders

OSU Cascades tickets –  Tickets that are escalated to Greg or Shannon at OSU Cascades for on-site follow-up are now staying in the CN Base queue. If you see a ticket with “responsible” set to Greg or Shannon, please let them follow up with the customer.

OSU Alert Issues – Some people did not get the earthquake announcements last week. This was because the message was sent out via the “Outreach” mechanism rather than “Emergency”, and OSU was not set up properly to use that. I have shared that feedback with the proper folks so that should not happen again.

Also: the vendor has confirmed that OSU Alert password reset emails can take up to 10 minutes to send. (Ugh.)

Blackboard Demise – Blackboard is slated to be retired at the end of fall term 2015. Instructors are advised to export their gradebooks and course content. Courses will be archived for some period. More information here: Canvas Transition Web site

Schedule Planner – OSU has a new service to help students schedule classes. We will hopefully have some training on this soon (it’s waiting on me). More information here: Schedule Planner

 

Fun fact: about 7 million tons of chocolate are produced each year. It’s not enough.

Or as Katherine Hepburn put it: “What you see before you, my friend, is the result of a lifetime of chocolate.”