Tag Archives: TeamDynamix

TDx Form Changes – “Computer Location”

I have made a number of modifications to the forms we use most often in TeamDynamix.

Highlights:

  • “Computer location” and “customer equipment location” fields have been added on relevant forms.
    • If we take possession of a customer’s computer or equipment, set these fields!
    • If you move a customer’s computer or equipment, set these fields!
  • Status is at the top of (almost) every form now to make it easier to update status quickly.
  • The “Walkup” forms have been disabled.
  • The “Source” field is now required on all of Service Desk forms.
  • The field “Extension customer?” has been renamed to “Extension or AES Off-campus customer?”
  • Many disused fields have been removed.

A breakdown of most of our forms with their fields can be found here: https://oregonstate.box.com/s/n9in7lpvxelng6laujtoz5dn1s2xbwym

Lucas and I are working on dismantling the separate reports and desktop for “Walkup” and will create a new report to help us find tickets about personal devices in our possession.

It’s really important that you set the “Computer location” field.

Please set the “Computer Location” field.

I will bake cookies. Really.

Desk Names

Each desk has a name and they will soon be labeled. Maps will be posted soon. For now, here is my quick and dirty map:

https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=52344

New form field in TeamDynamix

What is happening?

We are adding a new field to TDx forms that the Service Desk fills out on behalf of customers. The new field is called “Tech notes” and will be used to describe the current status of a ticket – what has been done and what needs to be done next.

The goal is to clearly communicate to the user and other technicians:

  • Description – audience is the end-user who is making the request. State the request in the customer’s context. Avoid jargon.
  • Tech Notes – audience is other technicians. Put jargon and “done / doing  / to-do” updates here.

Why the change?

The “Description” field gets emailed to the customer when their ticket is created, as well as when it is modified. As such, putting technical jargon in that field, or next steps for other techs, can be confusing.

Also, the customer’s request generally stays the same throughout the life of the ticket, while the current status and next steps continually change. Using the ticket feed to track next steps is problematic because it is too easy for things to get missed. The Tech Notes field will be more visible than the feed.

Example

You’re killing me with all these TDx form fields…

We are working on removing some unnecessary fields and standardizing across forms. Lucas and I will be reviewing the various “Device” fields soon – many are no longer needed as we can now set Asset on the ticket instead.

Note: not all forms will have the Tech Notes field (yet). It’s a work in progress. Also, while the Tech Notes field is not currently required, it may be required in the future. Get ahead of the game by starting to use it now!

Questions? Feedback?

Please post your thoughts in the #teamdynamix channel in Slack.

Helpdocs Moved to TDx KB

Team,

The move of Helpdocs articles into the TeamDynamix knowledge base is almost complete. We are now working on redirecting individual pages from the old Drupal site to the new KB.

Two things to note:

  1. When helping a customer, search the TDx KB for information first.
  2. Articles in the “Internal” category or that have “Published: No” cannot be seen by customers. You can use those articles, but you should not send the link to the customer.

Tips on Searching in the TDx KB

I am aware that the search in TDx is not good right now. The next release coming out this month addresses many of the issues with search. For now, see the following for help with search:

https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=40759

Location of Customer Equipment: Power Adapters

Team,

Recently I sent an update about the location of power adapters during a CN build for a new laptop. I said the adapters go with the computer, but it turns out that is only true some of the time.

We actually have a number of adapters (particularly for Dell). If the adapter matches one we already have, the customer’s adapter will stay with the shipping boxes and not go with the laptop during the build. This is to avoid mixing up customer adapters with our own.

I have updated our documentation to indicate that the adapter may be with the computer or with the shipping boxes: Service Desk Guide 11.0 Recommendations and Purchasing

Note: We need to make sure the location of all customer equipment is clearly indicated in the ticket. I am working on updating TeamDynamix to make this clearer. More on this soon.

Please let me know if you have questions.

Ticket Update Reminders

Team,

When updating a ticket in TeamDynamix, please be aware of the following:

  • The customer can see the “Description” field. Consider them as your audience when writing the Description. Keep it kind and professional, and as free of jargon as possible. Lucas and I are working on adding a “Technician Notes” field for comments between techs that don’t make sense to the customer.
  • Never use all caps in a ticket update. People reading that will think you are shouting at them. If you need to emphasize something, I recommend **asterisks** (TDx does not currently support rich text in tickets).
  • Check the Notify fields. When updating a ticket, remember to set someone in one of the notification fields. If you don’t, they won’t necessarily see your comment.

 

Service Desk Digest 2/13/2018

SupportRemote Account Missing on Windows 10 1703 Machines

It appears that Microsoft has made a security change that broke the process we were using to push the local SupportRemote account to Windows computers. The local Support account is still showing up on new computers because it is built into the base image. Note: do not give the Support password to customers.

I have put in a request to the Endpoint team to include SupportRemote in the base image in order to address this issue. (Ticket: 4959306)

Related: Ben and I followed up again recently on the request to get the AD schema change in place to allow us to test LAPS for Windows local account management. The decision about making that change is still pending creation of an AD committee to review the change. (Ticket: 2456940)

Driver Updates and “Dell Command | Update”

It was brought to my attention recently that our build process does not tell the technician to apply all driver updates. It was my assumption that we were already doing this, but in some cases we clearly have not been.

Going forward, I would like to see all driver updates applied as part of the build/rebuild process. Our documentation and BuildTracker steps will be updated to reflect this change.

When building Dell computers, please install the Dell Command | Update utility and apply all critical and recommended driver updates. This software can also be used when doing phone support to help address potential driver issues. (Please remove the software after applying driver updates so that it doesn’t pop-up confusing reminders to the customer.)

In the future we may include the Dell Command | Update utility in the CN image and/or push driver updates via SCCM. For now, this is a good tool for you to know about.

Duo Hardware Tokens Now Available

Customers may now buy hardware tokens for Duo at the OSU Beaver Store. A self-registration site will be launched this Thursday.

Documentation about the hardware tokens can be found here:

Organizational Charts for Infrastructure & Operations Teams

There have been some recent changes to Infrastructure and Operations teams. A new formal Endpoint team has been formed and reports to Brandon Wells. The Server Support team has been absorbed into the Infrastructure team, which also handles requests related to shared infrastructure (formerly “SIG”); a recruitment is underway for a new manager. Steve Fowler is now managing the Telecom team, but is still a point-of-contact for Box support (along with Gaylon DeGeer).

Please see the Organizational Charts folder in our team Box site for details.

These changes are being made in TeamDynamix as well, and our documentation will be updated shortly.

Reminder about Build Check-off Process

There was some recent confusion about the computer build check-off. Please note that are still doing a check-off process; the steps are clearly listed in BuildTracker. What changed recently is that anyone who has been trained on builds can now do the check-off, and you can complete the check-off for a computer you built. There is no need for a second technician or a specific person to do the check-off.

Please let me know if you have any questions about this.

Change to TeamDynamix Feed

In a recent update, TD changed the way replies to technician updates on a ticket are displayed. You will notice that if a customer replies twice to the same technician update, the technician update will be listed twice in the feed, with the customer replies listed separately. This keeps the comments in chronological order.

Operators Documentation

As you know, the OSU Operator service moved from Telecom to Client Services at the start of this term. I have started documenting relevant process in the KB: Operator Documentation

ID Badge Reminder

Please wear your ID badges at all times when you are on-shift. This is particularly important when visiting customers in their office, but is important in our office locations as well.

As we move to our new office layout, we will have customers visiting us in all of our work areas. ID badges will help customers readily identify who our employees are so they feel confident when asking for help.

Compromised Account Process

I have made some minor updates to the documentation for the compromised account process. Please review:

https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=23358#2.7

The main points are:

  • Set the TD form to “Compromised Account”.
  • Ask the customer how they were compromised and record that in the “How Compromised” field (if they know).

I have also updated the ticket triage steps to refer to this section for processing compromised account tickets.

TeamDynamix Email Service Upgrade

In preparation for the impending launch of TeamDynamix v10.0 this Saturday morning, we will be upgrading the service that processes emails and creates tickets from them.

This upgrade will occur today, Oct. 20th at 5pm. Expected downtime is less than 10 minutes. During this window, incoming email will not be processed and tickets will not be created. After the upgrade is complete, emails should resume processing as usual.

Thank you for your patience as we get this resolved.

Simplifying Ticket Types

Based on discussion with Lucas and Max, I am collapsing some of our ticket types. The change will happen this Friday 9/22 after 7PM.

The ticket type “Device or application support” will now replace the following types:

  • Email Support
  • Application/Software support
  • Personal Device support

Existing tickets will be updated to the new ticket type and correct form.

As part of this change, I am also renaming “CN Device Support” to “CN Device or application support”.

Remember: when you start a new ticket, select the correct form first.

To create a ticket for “Device or application support”:

  1. In TD, click on “+ Service Request Form”
  2. When the ticket comes up, set the form to “Device or application support”
  3. If the request is primarily about an application, please select it from the list. Otherwise leave blank.

NOTE: Do not use “Device or application support” for CN requests. We need to be more specific with those requests. The CN form names all start with “CN”.

How do you know if it is a CN request? Here are the three most common cases where you need to pick a CN form:

  • The user is in a CN-supported department and the request is about a university-owned device.
  • The request is related to a CN account or permissions.
  • We are sending a technician on-site (we only do this for CN customers).

Always check RefTool for customer information, and always ask for the CN inventory ID number. It will be on a sticker on the device.

Service Desk Digest 9/13/2017

Upcoming Dates

  • 9/18 – University Day
  • 9/18 – Service Desk visit to OSU-Cascades
  • 9/18-9/19 – Service Desk visiting dining halls for move-in
  • 9/20 – First day of Fall term classes
  • 9/20 – Beaver Fair in the MU Quad

Service Desk Hours

We are on break hours through Saturday, 9/16. Fall term hours begin Sunday, 9/17 and are as follows:

Monday-Friday 8AM-7PM
Weekends 3PM-7PM

Equifax Breach

We may get questions from customers about this. Please read the Information Security Office’s recommendations here: http://is.oregonstate.edu/executive-summary/office-information-security/equifax-data-breach

Search Tips for TeamDynamix KB

The TeamDynamix KB search doesn’t work like Google. When you search for two search terms, it returns any article that contains either term.

To restrict your search, you can do a tag-search by prefixing the term with a hashtag, like this:  #CitrixApps

Tags cannot contain spaces, so multi-word tags will be formatted without a space and with mixed case (e.g. “CitrixApps” rather than “Citrix Apps”).

You can also click on a tag to perform a tag search.

Note: Lucas is participating in a focus group to improve TD’s KB search. We understand that the way search works currently is not ideal and that end-users will expect it to behave more like Google’s search.

Writing Center Move

The Writing Center has moved from Waldo to the main floor of the Library and has a new name: Undergraduate Research & Writing Studio. Students can go there to get help with both research and writing, as well as the technology tools needed to do their work. Drop-ins are welcome.

Reminders for Student Employees

Please check both your ONID email and your Exchange email daily.

Also, make sure that your work preferences are set correctly in WhenToWork. It is your responsibility to check your shift schedule at the beginning of each week and notify us as soon as possible if you cannot make an assigned shift. Scheduling during the first weeks of the term is always hairy; please be part of the solution and not the problem.