Outlook mail client service is currently degraded.
Incident Discovery Time: 12:15pm on 03/04/2015
Services Impacted: E-mail - Exchange
Description of Impact
Outlook is experiencing intermittent slowness. Service is currently degraded.
Current Status
IS&T teams have not yet identified the cause of the incident, but are investigating.
Next Update: 1:30pm
Graduate Mailbox – Application & Recommender Support Update
After a successful pilot of graduate application & recommender support, this access has now been made available to all Service Desk staff with a UIS Permit (Faculty/Staff Link). All CSS staff can now support tier-1 support requests for recommenders and graduate applications.
As a reminder, the available KB articles detailing support for these resources are below:
-Using the Recommender Tool: KB0011576
-Recommender Support: KB0011578
-Applicant Issues: KB0011577
Please note that any applicant or recommender issues that are above tier -1 should be escalated to the “Student/Graduate Academic” assignment group. If you need any assistance, or are unsure of what tier a request falls under, please either consult with me during the day, or assign the ticket to me on nights & weekends.
Alien Worlds edX MOOC support information
The next edX MOOC, Alien Worlds, will launch on Friday, 10/31. While support for edX MOOCs is typically done by edX, some visualizations used for the MOOC reside on a BU Astronomy website. Support and escalation information about these visualizations is available in KB article KB0011594.
ACS POP Mail Discontinuation – October 15
Access to the ACS mail server via POP will be discontinued on October 15. Users of POP mail were notified of this termination date in the summer.
Though there are few users remaining on POP, this will cause a service disruption. Clients contacting the IT Help Center about this disruption should be transitioned to accessing their ACS mail via acs-imap, not migrated to a different service.
Instructions on migrating users to IMAP from POP are available on TechWeb at the link below.
http://www.bu.edu/tech/services/comm/email/google-mail/poptoimap/
Duo Application Reminder
As of today, September 15, DUO two-factor authentication is now mandatory for all BU staff members. We are likely to continue to see an increase in calls related to this service in the coming weeks.
Please be sure to categorize these tickets appropriately, they should not be categorized as BUWorks tickets. The Service Component should be “Authentication Services”, with the Configuration Item “DUO Application”
Please also note, for staff wishing to avoid having to use DUO every sign in, the option exists on the DUO screen below to remember the device (as a browser cookie) for 30 days (this will not persist on a different browser or in a private/incognito session):
New Service – VGA Cable Loaner for students
The Service Desk is now going to be loaning out VGA cables to students for their use in classrooms that have been reserved by the Student Activities Office. VGA Cables have been delivered to our Mugar location and we should begin loaning out equipment as requested. Two KB Articles have been created that outlines the process. The KB Articles are KB0011551 (instructions about what to do) and KB0011552 (policy and additional information regarding CTS should we be asked).
MicroStrategy report service support information
A new report service for research faculty called MicroStrategy is now available. Clients of this service will soon be notified of its availability. If we get tickets about it, please refer to KB0011548 for more information, including escalation information.
Primarily, we will be responsible for troubleshooting authentication issues before escalating tickets to either Information Security or Business Intelligence Reporting, depending on what the KB articles says to do.
These tickets should be classified as the Service Component “Grants Management Reporting”.