Tag Archives: service desk

New DocuSign Print Driver as of June 25, 2018

DocuSign is ending support for TLS 1.0 and weak cipher as of June 25th, 2018.

As such, several DocuSign products have been updated, including the DocuSign print driver.

Why we care: there are 95 OSU users running older versions of the print driver. As of June 25th, they will no longer be able to print to DocuSign. These users have been notified this week and may contact the Service Desk for assistance installing the latest driver.

Note: the installer requires local admin access. If the user doesn’t have local admin and the computer is not CN-supported, please refer them to their IT team.

Relevant KB articles:

 

TeamDynamix implementation for Service Desk 11/16/2016

Please read the following announcement and let me know if you have any questions or concerns.

On November 16, 2016, Client Services and Server Support will transition to using TeamDynamix (TD) for all new Incident and Service Request tickets. Existing tickets in COHO will be processed and closed within Coho. Following that, COHO will be available in read-only mode for those tickets created prior to the cut-over. Other teams still in Coho will continue to use it until we have cut them over as well.

The project team’s current focus is on finalizing the design and build of the ticketing application in TD for the Service Desk. This work includes designing ticket types, templates, task templates, forms, groups, reports and technician dashboards for Service Desk and Server Support.

Training
Once the design and implementation is complete, the project team will prepare documentation and training for all technicians. The training session for technicians will be about 2 hours long. We will hold several training sessions in late October, allowing people to fit the training into their regular work schedule.

Our TD consultant will be on-site this Thursday to meet with the project team, IS leadership, and to conduct train the trainer sessions.

Road Map
For the November implementation, we are only including Incident Management, Service Request Management and Change Management. We will not be including Service Catalog, Knowledge Management, Project Management, Problem Management, Asset Management or other components of TD at this time. We will be scoping out the roadmap for these features at a a later date.

Starting in December, other IS teams will be rolled in to TeamDynamix as well, pending further coordination with those groups. Priority will be given to teams that are either already in Coho, or that don’t have a ticketing system and process a large number of requests.

Improvements
The project team recognizes that changing a tool like this can be very disruptive. We are taking this opportunity to streamline processes that to-date have been burdensome in COHO. The following are some of the improvements technicians will see in TD:

  • TD will require only minimal fields in order to enter a ticket; time tracking will not be required.
  • The user’s department and type (e.g. employee, student) will be auto-filled based on a Banner upload.
  • Ticket history for a user is easily viewed within TD, unlike Coho where we have to use a separate tool (RefTool) to see this information.
  • Templates will be available within TD to facilitate auto-filling fields for specific, oft-requested items.
  • Custom attributes in TD allow us to replace templates from TemplateHub, and we can perform queries on these attributes.
  • We will define desktop templates to facilitate finding new tickets that need attention, or items that have been assigned to individual techs.
  • Metrics are easier to report and display on, showing the work you accomplished.

So, while many things will be different, and some probably “not as nice” as COHO, other features will be a big improvement for us.

Q&A
Q: Will this change impact me?
A: This change will impact the following teams: Call center, Walk-up, CN Field, CN Bench, CN Accounts, CN ECTU, CN OSU-Cascades, Campus Labs and Server Support. Other teams and their workflows will be brought in to TD at a later date.

Q: Will this change impact customers?
A: Customers will notice differences in the look and feel of emails and e-mail addresses from our ticketing system. As we transition web forms to TD, customers will see those changes as well. Overall impact to customers should be very minimal, however.

Q: Who are the project team members?
A: Currently, the project team includes Lucas Friedrichsen, Kirsten Petersen, Max Cohen, Chris Sinnett, Jason Appah and Liv Vitale.

Box Training – Mandatory Fun

Most of you should have received an invitation to access OSU’s Box instance. We now have access for all of us to do the helpdesk training. To do so, please follow these steps:

  1. Login at http://oregonstate.box.com
  2. Then, go to http://training.box.com
  3. If prompted to login, choose “Login with Box” and enter your OSU credentials (username@oregonstate.edu)
  4. Follow this link to view the training – you will need to allow pop-ups
  5. The training should take about 30-60 minutes to complete
  6. Please edit this Box document and add a note about an item you think would be good to include in Box documentation or an FAQ.

Everyone needs to complete Box training by Friday, August 12. As a reminder, Box will be available for all students and employees at the start of fall term.

More useful Box documentation can be found here:

https://oregonstate.app.box.com/files/0/f/8440219937/Box_Getting_Started

https://oregonstate.app.box.com/files/0/f/8095763961/07_Helpdesk

Call Mentors

In an effort to provide better support to call center technicians, a call mentor will be on-shift throughout the day. The call mentor’s main purpose is to assist call center technicians in finding the right information. The other goal is to reduce interruptions for other staff as they work on accounts, recommendations, or escalations.

When you are taking calls, please ask the scheduled call mentor for help first.

The call mentor schedule will be posted on the whiteboard and in the “Community Network” calendar in Exchange.

For more information about call mentoring see the ITKnows article.

 

Service Desk Digest 7/21/2016

Box

I am working on getting Service Desk technicians access to Box so that you can see what it looks like before it is implemented to campus in the Fall. More on this soon.

The Box community site provides a great deal of user-friendly documentation.  Jade is currently working on an end-user HelpDoc, and we will be documenting some known issues soon.


Interviews for Extension Customers

In an effort to improve consistency, Ken Howard will be handling all computer interviews for Extension and AES customers for now. Lisa Gillis will assign the tickets to Ken.

If you see an Extension/AES interview ticket in the queue, please do the following:

  • Set Ken Howard as Responsible
  • Set the status to “In progress”
  • Set the target date out 2 business days

If an Extension/AES customer calls in for an interview, please complete the interview via Build Tracker and then assign the ticket to Ken per the above.


Changes coming this Summer

Some of you may have heard about some organizational changes that our director Andrew Wheeler announced at the managers meeting this week. All full-time staff were invited although not quite everyone was able to attend. For student workers, this should not impact you greatly, but I encourage you to talk to your supervisor or manager if you have any concerns.

The intent of these changes is to help clarify roles within the Service Desk.

As a reminder, when we are done implementing the Service Desk, the following will be true:

  • We will have a single phone/email point-of-contact for all services provided by Client Services (mostly done).
  • Everyone will be able to get support at the walk-up, including Community Network customers with OSU machines.
  • We will likely share tools for imaging machines.
  • All students will clock hours against a single job.
  • We will share one set of training materials and documentation.
  • We will provide excellent service to our customers!

Communicating with CN customers

The customer survey went out today. I will close it on Tuesday, July 26, and should be able to include some results in the next issue of this digest.


Employee Satisfaction Survey

I sent a survey out to everyone currently working Call Center, Field and Bench. I am not quite ready to share the results of that survey, but I will do so soon. Thank you again to everyone who took the time to provide feedback.


Something Fun

I would still like to start up a weekly or bi-monthly game night, but I need a volunteer to help coordinate. Maybe we should make Jeff do it? He’s cheerful, right?


Service Desk Stats

Weekly Stats for 7/11/2016-7/15/2016

  • Inbound Calls: 635
  • Outbound Calls: 178
  • Appointments: 78
  • Computers built: 36
  • Tickets created: 661
  • Tickets processed same day: 76%
  • Cascades jobs: 103
  • Surveys: 31
  • Average survey score: 4.7 out of 5

Know Thy Customer

Dr. Janine Trempy has been appointed the Associate Vice Provost for Academic Affairs. Dr. Trempy is a professor in the Microbiology department and has been at OSU for 27 years. You can read about some of her research in Terra.

 

Service Desk Digest 7/13/2016

Please read on for a few important updates and reminders.


Interview

If you aren’t familiar, Interview is the process where we collect important information before taking a computer to the CN build bench. Interview has recently been moved from a stand-alone application to a link within Build Tracker. We are working on getting the link in Coho updated.

interview

When setting the “Reason at Bench” please choose the primary reason this computer is being worked on. This information will be used to help understand what drives our workload.

There have been some issues with interviews for Extension. For now, Ken Howard will be taking the lead on those. Please set Ken as “responsible” on Extension interview tickets.


Scheduling Appointments

When scheduling a placement for a computer at the time of pick-up, please remember to allow 5 business days from the day/time of pick-up to placement. If the computer needs to be done sooner than that, mark it as a “rush” and inform the Bench team.

Also, please remember to send an appointment confirmation from the ticket to the customer using the canned response.

Finally, when scheduling field appointments for locations far outside the core of campus, remember to allow 30 minutes of travel time both before and after the appointment.


Student Time Reporting

Thanks to the efforts of Andrew Wheeler, Chris Sinnett, David Barber, and our colleagues in UABC, all Client Services student workers will now clock their time against a single job in EmpCenter. This should make life a lot easier for all of us and for UABC.


Changes coming this Summer

The ITIL-inspired Service Desk implementation is still under way. The call center merger is complete, and the next steps are to redefine processes for Build Bench, Campus Labs and the Walk-Up.

It is not official yet, but we are working on a plan to move the walk-up to Milne Computer Center by the end of summer (thank you, Andrew!). This will improve collaboration between teams, allow us to more easily provide walk-up services to CN customers, and will provide a reception area for the building. More details on this will be shared as the plan firms up.

As part of the change to support for the labs, we are evaluating adding support via chat. Users in the labs would be encouraged to request help via chat, but we will also provide a phone in the lab that rings the call center, and technicians can be dispatched to help in person as needed. We may also consider putting a chat tool or link to a chat web interface on CN customers’ computers.


Communicating with CN Customers

We have been making a lot of changes lately, and more are planned. We need a standard method to communicate these changes to customers. I will be sending a survey out to CN customers shortly to ask how the call center merger went, and where they would like to see us continue to make improvements. I will also be asking how they prefer to receive notifications from us.

If you have items that you would like to see included in a newsletter to customers, please let me know.


OSU and Information Services Strategic Goals

One of OSU’s stated goals is to improve “student success”; in particular, the university is looking to improve student retention and on-time graduation rates. What role can IT play in improving student success? A huge factor for students deciding to stay with the university is feeling a sense of belonging, of being listened to and cared for. When customers call us with problems – can’t login to Canvas to submit a paper, trying to figure out why their professor isn’t receiving their emails, computer infested with viruses so bad they can barely use it – we have an opportunity to show them that we care and are here to help.

At the same time, you – as student workers – have an opportunity to develop your active listening skills and critical thinking skills – skills that will serve you well in any job and really at any time in life. Learn to empathize. Show you understand what the customer is trying to accomplish, and that you care about them as a person. A 2 minute conversation with someone who is having a bad day could be the difference between whether or not they finish their college education at OSU.

Something Fun

Due to popular demand, I am thinking of starting up a regular game night for Client Services employees. One possibility would be a bi-monthly table top game night or LAN game night. If you have suggestions or would be interested in helping to coordinate something like this, let me know!


Service Desk Stats

Weekly Stats for 7/4/2016-7/8/2016:

  • Calls: 581
  • Abandon rate: 7%, 42 seconds
  • Appointments: 60
  • Computers built: 29
  • Tickets created: 600
  • Cascades jobs: 76
  • Surveys: 32
  • Average survey score: 4.3 out of 5

Know Thy Customer

Our customers are interesting people doing interesting things. For example, the Master Gardener Program is pretty cool, and you can learn about it here:

http://extension.oregonstate.edu/mg/

 

 

Service Desk Stats – 6/30/2016

  • Call Center
    • Calls taken: 137
    • Abandons (rate, time): 5 (4%, 47 seconds)
    • Max Cohen assessment: Decent day.
  • Field
    • Total appointments: 23
    • Pick-ups: 5
    • Placements: 7
    • Other: 11
  • Builds
    • Computers built: 9
    • Computers pending build: 3
    • Computer intake: 5
    • Oldest computer awaiting build: 6/30/2016
  • Tickets
    • Tickets created today: 143
    • Created today and still open: 34
    • Total open: 117
    • Old tickets (2+ days): 11
    • Oldest: 6/23/2016
  • Cascades IT
    • Cascades calls: 2
    • Cascades emails: 9
    • Cascades builds: 2
    • Cascades arm-grabs: 3
    • Cascades other jobs: 4
  • Customer Feedback
    • Surveys: 7
    • Survey Average (out of 5): 5

Call Center Merger – June 15, 2016

On the evening of Tuesday, June 14, our friends at Telecom will be making a change to our call center configuration. All calls to 73474 and 78787 will route to the same menu. Callers will hear a recording letting them know we are now called the “Service Desk”. They will be prompted to either stay on the line for the next available technician, or press a button to leave voice mail.

On Wednesday morning, all staff in the call center will sign into the 111 split:

  • To sign into the phones: #540111<your code>
  • To sign out of the phones: #560111

Please answer the phone “Service Desk. This is <name>. How may I help you?”

New tickets should generally be created in the “OSU Computer Helpdesk” queue. (This may be renamed to “Service Desk” in the near future.)

To ease the transition, we will have additional full-time staff working in the call center Wednesday through Friday to assist technicians in the phones.

In preparation for this change, we are working to improve documentation in ITKnows on common workflows for CN and OCH. If you run into something you don’t know how to do, your first stop should be the ITKnows site.

If you find that something is missing from ITKnows, you can propose a new document, or contact me, Max Cohen or Keenan Carr to request that one be created.

I will be sending an announcement to CN customers shortly to give them a heads up.

What’s in it for our customers?

  • A single point of contact for getting technical support.
  • Shorter hold times waiting for an available technician.
  • Faster resolution of issues over the phone.
  • Increased coverage hours: the call center will be open Mondays thru Thursdays 8AM-7PM, Fridays 8AM-5PM. (Weekend hours are currently under consideration.)

This week I will be working on testing the new phone configuration, updating our internal documentation, communicating to customers, and updating our Coho signatures, survey text, and voicemail greeting. The Coho queues “OSU Computer Helpdesk” and “CN Base” will continue to be separate for now, although Max and I are discussing plans for changing that.

 

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.