By David R Cole
ServiceNow ticket types – proper use of Service Request vs Incident
When selecting Impact and Urgency for tickets in ServiceNow, there should never be a Type: Incident ticket with “Request” selected for the Urgency field. If a ticket is a request, then be sure to select Type: Service Request.
SSL certificate updates for xmail.bu.edu
The SSL certificates on xmail.bu.edu were updated early this morning (June 1, 2011) as a prerequisite for the eventual Exchange 2010 upgrade. This change should be transparent to 99.99% of the users out there. There are however a few circumstances where a user could receive an SSL certificate mismatch error. These errors are cosmetic and do not affect the use of services. The known circumstances that cause an error are:
1. An activesync device like an iPhone is configured using one of the old Exchange front end server names that have been retired such as xmsweb, engwebmail or oit-ex. Everyone should be using xmail.bu.edu for these devices and configuring with the correct URL will remove the error message.
2. If you use one of the legacy names above to access OWA from a browser and explicitly use the https URL such as https://engwebmail.bu.edu/exchange you will receive the certificate warning. If the user types in the hostname or http address (i.e. engwebmail.bu.edu or http://engwebmail.bu.edu) the user will be redirected to the correct URL and no error will appear.
Password advice
Under no circumstances should we ever provide password suggestions to clients. For example, if a parent is setting up their ShareLink password, we should never suggest that they use their child's BU ID number.
The choice for a password must be made solely by the client, but please be patient with them on the phone and offer to wait while they choose something on their own. For example, "Please take your time, I will wait until you're ready."
Blackboard Vista ticket handling
Going forward, please do not assign Blackboard Vista tickets to Ron Giltrap directly. If you don’t know the answer, assign them to the Service Desk with Service Component: Blackboard Vista.
We can’t have one “go-to” person who answers a particular type of ticket just in case that person is out sick, on vacation, etc. If you have taken a Blackboard Vista ticket and have a question, feel free to call Ron (3-4570) or email him at rgiltrap@bu.edu for assistance.
Blackberry server migration – 5/25 @ 4:30a.m.-6:30a.m.
Please be aware that we may get questions about this message that was recently sent out.
Dear IS&T Blackberry User,
IS&T has upgraded the Blackberry Enterprise Server and we will be moving your Blackberry information from the old server to the new server on Tuesday morning, May 24th. We expect the move to be transparent and you should not have to make any changes on your device. We plan to move your information between 4:30 a.m. – 6:30 a.m. If by any chance you happen to be using your device during the time of the change, any incoming messages will be queued and delivered after the migration. Any outgoing messages, however, won’t be delivered. Please try not to send an outgoing message from your Blackberry during this time frame.
The purpose of this email is simply to let you know that this move will be taking place. If you have any questions or concerns about this change, please contact the IT Help Center at 617-353-HELP (4357) or by email to ithelp@bu.edu.
Wireless Access Problems with Multiple Anti-virus Programs
If a client is unable to connect to wireless networks or can only connect with limited access and it is verified that the client has wireless access, it may help to check the client's anti-virus programs. Sometimes having multiple anti-virus programs installed on a computer will cause interference and may block access to services, such as wireless.
Additionally, there is a Chinese anti-virus program that has the number 360 in it that often will lock down wireless access. If the client can change some of the settings, that may work. The easiest solution for this is asking if the client is comfortable with switching to McAfee because of this known issue with wireless access.
Both of these issues usually impact not all BU wireless networks, not just BU (802.1x).
SimpleHelp – now available off-campus without VPN
The SimpleHelp remote assistance service no longer requires a VPN connection for off-campus clients. Clients should now access the service using this URL: http://ist-simplehelp.bu.edu/
IT Help Center staff members that have been given access to administer client machines remotely using this service will now need to use the technician URL: https://ist-simplehelp.bu.edu/technician/
Further information about SimpleHelp is available here: http://www.bu.edu/tech/desktop/support/software/simplehelp/
P1 Hotline – important support information
The P1 Hotline is used by IS&T staff to report major incidents. This hotline will be forwarded to the Service Desk during our normal operating schedule. We have instructed IS&T staff to state, “This is a P1 – please let me speak to a CSS.” If you receive one of these calls, immediately notify a CSS and transfer the call to them.
Remember: We need client information!
This is a reminder to all Service Desk students that when creating a ticket, you MUST get the contact information for a client that we can follow up with. Do NOT use mailing lists or service accounts (such as buworks@bu.edu) as the client name, as we must be able to follow up with an individual.
Sometimes a person might call in to report an issue that impacts a department. In those situations, we still need the information of the person on the phone, and as much detail as possible about the issue. In the case of a student employee calling on behalf of a department, try to get the information of a staff member in the department that we can follow up with. This will help us shorten the response time for tickets.
New long distance phone code
The long distance phone code used by Service Desk staff and students to return calls to clients has been changed.
More