Tag Archives: webex

Service Desk Digest 8/6/2018

Please read on for important updates and reminders regarding Banner 9, Webex, and Campus Labs.

Banner v9 Upgrades

Banner v9 Student Roll-out on August 15, 2018. We are reviewing our documentation now in light of this change. This change is likely to impact more people than previous Banner upgrades. Many questions may need to be referred to one of the core offices: Enrollment Management, Office of the Registrar, Office of Admissions, or Business Affairs/Administration.

Resources:

Banner Finance v9 will be rolled out on September 4, 2018.

Banner 9 landing page screen shot.
Banner 9 landing page screen shot.

Webex U/I Changes

On Friday, July 28, Webex changed to a more video-centric meeting experience. For more information about the changes, see the following:

Also note: the name is now Webex, not WebEx. The change in capitalization is part of the new look and feel.

Webex meeting experience before and after screen shots. Image from: https://collaborationhelp.cisco.com/article/en-us/norgje1
Webex meeting experience before and after screen shots. Image from: https://collaborationhelp.cisco.com/article/en-us/norgje1

Campus Labs and the Service Desk

Reminder: The IS Service Desk is the first point-of-contact for support of the campus labs and computing classrooms. If someone in one of the IS-provided campus labs contacts us for support, we can help over the phone, send a technician to help immediately, or schedule an appointment for a tech to visit later if the room is currently being used for a class. ScreenConnect is available on all campus labs computers and Service Desk technicians have local admin access.

When making a campus labs ticket, set the form on the ticket to “Campus Labs“.  If you need to escalate the issue to the Campus Labs team, set responsibility to “Campus Labs” as well. Make sure to collect sufficient information in the ticket, and detail what troubleshooting you have already tried.

How to make a Campus Labs ticket from RefTool.
How to make a Campus Labs ticket from RefTool.

Campus Labs Resources (Note: these documents currently being reviewed and updated):

  • Campus Labs Infosheet – what we support and how to escalate
  • Campus Labs website – which rooms are supported and what software is available; links to request forms for after-hours access in Milne and to request software installation in labs or on Citrix

Note: campus labs customers responding to ticket surveys last school year consistently reported that the help from the Service Desk was “good” or “excellent”. Well done, team!

Call Center Digest – Friday, 9/11/2015

New Things:

Account Unification Helpdocs – new pages have been added to Helpdocs (big thanks to Jade for pulling this together): http://oregonstate.edu/helpdocs/accounts/unified-accounts/unified-account-email-setup

WebEx – this new web conferencing service has been announced to campus. If you missed the training this week, there is a recording here: https://media.oregonstate.edu/media/t/0_nc43dqfa

Helpdocs for WebEx are here:  http://oregonstate.edu/helpdocs/software/webex

Slack – several of us are trying out Slack for inter-office collaboration (https://itosu.slack.com).  If you have not been invited yet, contact Kirsten.


Important Reminders:

Google logins, Google email addresses, and student UPNs changing – Saturday, 9/12/2015 at 8AM. More information here: http://oregonstate.edu/helpdocs/landing-page-students

OSU Cascades tech support changes – Starting Wednesday, 9/16/2015, 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!


Upcoming Events:

Monday, September 14 – Library Evacuation Drill. Use your nearest emergency exit and assemble in the quad North of the library.

Monday, September 14 – Grad Fair. At CH2M Hill Alumni Center, 11:45am-1:00pm. Come make fun of Jeff and Kirsten!


Some Stats For Fun and Profit
9/5/2015-9/11/2015

  • We processed 628 new tickets last week across all Client Services queues.
  • Josh Zheng had the most tickets at 76. (I feel like he should win something…)
  • The call center handled 793 calls – 320 in OCH, and 473 in CN.
  • We had 13 survey results and they were all positive; 2 had constructive feedback but were otherwise positive.

 

Have a great weekend, everybody!