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.