Category: General News
Support for tickets about External Activity Reports
If we receive any tickets about Office of the Provost External Activity Reports, please assign the ticket to a CSS for tracking purposes and send the ticket as an external e-mail to Jeff Albro [jalbro@bu.edu].
Instructions that are provided to participants are available here: http://www.bu.edu/provost/ao/fas/forms-library/ear/
Desktop Services Tickets
This is a friendly reminder to everyone that when a client calls in who is supported by Desktop Services, that ticket should be assigned in One Help to Desktop Services as a group, and not to a specific individual. This is a best practice for ticket assignments in general, as there are many factors affecting individual ticket assignments within one group that other groups cannot be aware of (i.e. if someone is out sick).
Sometimes there are red flags for certain clients in One Help that say "Client is supported by Desktop Services". Please do not assume that the author of the red flag is that client's primary support person, as this is often not the case! Just assign the ticket to Desktop Services and people at the Command Center will route it to the appropriate person.
Thank you!
Food trash at 533
Please do not dispose of food trash (wrappers, leftovers, etc) in the garbage cans in the Service Desk area at 533. Please use the trash in the "break room" area near the coffee machine. This will help to cut down on unwelcome aromas in our work environment.
Update: BU Voice Mail Portal support information
Telecom is preparing a follow up announcement about the new Voice Mail Portal to all Charles River Campus staff and faculty. Instructions about the service are already available on Tech Web. Clients will be able to receive notification of new voice mail messages via e-mail, text message, or a call to the phone number of their choice (such as a mobile phone).
Below is the full text of the announcement they are sending out soon. Please look at the information posted on Tech Web. We should escalate tickets to phone@bu.edu as an external mail for any questions we are unable to answer. Some things of note, the client will need to log in to http://nowmsg.bu.edu with their seven digit BU phone number (without any dashes) and the same passcode they use to access voice mail on their phone. The form at that site is a little squirrely – it auto-saves after you type in each item, such as First or Last Name. Additionally, clients will receive a confirmation e-mail or text message depending on which features they enable.
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WBUR March 2011 fundraising campaign
During the month of March, WBUR is running their annual fundraising campaign. Donors are already instructed to call WBUR with any questions that they may have. However, if you do receive any calls in regards to this campaign or the donation forms, please create a ticket and send an external e-mail to Karl Voelker at kvoelker@bu.edu. He is their designated support person for this event.
Pending Ticket Status reminder
This is a friendly reminder that if you receive a call from a client regarding an open ticket, and you update the ticket with additional information, regardless of what it is, you must change the ticket to Pending Us. This will help to significantly reduce the wait time for clients who have requested followups or callbacks.
Handy pre-install checklist before upgrading to Windows 7 SP1 or Windows Server 2008 R2
We probably don't get many tickets about this from clients, but here's a handy pre-install checklist for anyone updating to Windows 7 SP1 or Windows Server 2008 R2.
CSS workstations at Mugar
Student employees should not be using the two CSS workstations at Mugar. Only the front counter and the other two student desks should be used. Additionally, you should never install software on any IT Help Center computers without first getting permission from a CSS.
Tickets regarding Training and the Training Group
Tickets relating to Training or services being offered by the Training Group should be assigned to "IS&T: Training," instead of "cgould." If you ever have any questions about to whom a ticket should be assigned, please ask a Staff Client Support Specialist.
Multiple service outage planned for Sunday 2/13 12am-6am
Date: Sunday February 13th, 2011
Duration: 12:00 AM to 6:00 AM
Services affected: Mainframe, Mainframe Applications, Mainframe Central Printing, Mainframe Local Printing, Mainframe Connection software, Mainframe Online reports, ADABAS, Alumni Systems Management, Batch Jobs, Business Intelligence, DB2 – Datacard, Document Imaging , Faculty Systems Management, Financial Systems Management, GALAXY, Graduate Systems Management, HR Systems Management, IBM Pseries, zLinux clusters, Microsoft SQL Server (SEVIS), Oracle (Document Imaging, iMedris, Portfolio Management), Reporting and Analytics, Ricoh Print services, Student Systems Management, BUWorks, The Links, Blackboard, Blackboard Vista, departmental file shares and applications, and backup services
Description of impact: All services will be unavailable for the duration of this change
Actions to be taken: Take 881 machine room power source off of generator/UPS and connect to utility power/UPS
Reason or benefit: Maintain the availability of the mainframe and all servers in 881 machine room