Service Desk Initiatives Meeting Minutes Wednesday, Nov 5 th, 2014 MC2018A 2:00 3:30 pm

Transcription

1 Service Desk Initiatives Meeting Minutes Wednesday, Nov 5 th, 2014 MC2018A 2:00 3:30 pm Agenda 1. Welcome. Thanks to Lisa for doing the minutes. 2. Agenda review/suggestions? 3. Review minutes from last FACCUS meeting in MC3 a. Don t have full minutes but do have the outline, etc. i. Jude: student portal; can request accounts through Peggy ii. Randy Dauphin uprint update 1. Church colleges had some issues 2. Service Desks in library have been fine 3. Uprint station just outside the chip is fine iii. IST hardware services 1. Meeting tomorrow morning (Nov 6) about this 4. IST on the move Bob Hicks a. ES and PM groups have already moved to 4 th floor EC2 b. Ent Arch and ISS moving to 3 rd floor of EC2 this week c. Nov 28 th 2014 i. Moves for 2 nd floor: CHIP, Client Services, LEARN staff ii. IST Service Desk in DC library 1. Will have another staff person (2 people: one FT and one co-op student) 2. PC hardware and software troubleshooting 3. Software installation 4. Malware removal 5. Basic watiam and network trouble shooting 6. config and set up 7. Self serve flatbed scanner iii. EC2 CHIP SERVICES as of Nov Software distribution 2. All other CHIP services not listed under Service Desk in library 3. Staying in MC-CHIP until Jan a. Exam scanner (will move in Jan to EC2) b. Media loans c. Podium key service d. 2 STAFF FOR re-directions or to submit RTs d. Rest of IST moving TBA e. May look at ways services desks can communicate together across campus i. E.g. Lync, etc. f. V1 service desk will serve students who live in residence; may also get church college student traffic g. Software distribution

2 i. May consider other alternatives for software distribution 1. Webstore and SCCM 2. Network share with installers 3. Mailing CDs where necessary 4. Send installer via SendIT (quick 5-10 minutes) h. Training labs and Fri AM seminars staying in MC (MC2009 MC1078 MC2060) as well as MC2018A/B meeting rooms) 5. My Wireless Experience Tools Pat Matlock a. b. Summary of WatITis talk c. Your personal wireless experience i. Responsive design ii. CAS auth iii. Works on mobile devices iv. Load tested v. Black: good, Red: bad vi. Data cashed in memory vii. Overlay help viii. Aruba controller. ix. Notes other 3 closest access points x. In real time talking to all APs on campus xi. Can generate a heatmap based on 4 closest access points; if any bad, it will show up as Red; if 2 or more are bad or the one you are connected to is bad, emoticon is a mad face xii. 2 nd part is for NetIDs 1. Lists in numeric order all your netids xiii. MAC addresses.. common errors xiv. Document xv. Simulation feature 1. All who are in helpdesk Nexus security group can use! acct to go into individual mac addresses or the netid search a. Can simulate someone (encrypted mac address) xvi. you can get your data on your devices on wireless within 3 minutes xvii. thank you to Matt V, Peggy D, and Kerry B for helping with testing, etc. xviii. Helpdesk simulate the person..and see the problems. 1. Ability to eliminate wireless confusion xix. Pat has not experienced bad wireless but has been controllers overloaded in classrooms but they controllers are xx. Wireless not supported outside of buildings except one at bus terminal at DC and at the football stadium xxi. People coming into CHIP quite happy with this tool xxii. If bad data, the data is phoned home to Matt V. xxiii. Can you identify interference

3 1. Matt, for all buildings on campus heat maps generated by Aruba so Matt knows where dead spots are xxiv. 142,000 unique MAC addresses connecting to our network 6. Lynda.com training Sandy Laughlin a. Will have a site license b. Will be announced early next week c. For Faculty, staff, grad students and co-ops working for UW on work term d. 24/7 access (no longer tied to 2 week period) e. Can bring your history into this new account f. Will keep 10 accounts for undergrads that can be reserved via rt@uwaterloo.ca g. Will need to clean up co-op student accounts each term h. FACCUS members can use the accounts now (don t have to wait until next week) i. Lynda.com i. Lawrence suggested sharing good/useful courses with each other j. Soft skills courses as well 7. New RT4 Lisa Tomalty a. Overview b. Info page c. RT4 Friday morning seminar 8. Discussion item laptops in your areas, how do you deploy them, are they managed, do you have a process? a. CSCF i. Metrics lower in routing table make wired connection lower ii. HELPDESK MANAGES ALL LAPTOPS iii. Diff classes of people to borrow a laptop 1. Have a bunch imaged and ready to go 2. Helpdesk sets them up with acct on laptop 3. Check out system..rough estimate of how long needed 4. RT items associated with it 5. Bar code scan..updates RT when laptops checked in 6. Checklists for battery life etc. iv. Sessionals 1. Laptop for entire term 2. Different pool of laptops 3. Different process v. Save files locally with admin access vi. Laptops wiped and reimaged when they come back vii. Dual boot Linux windows viii. No encryption ix. Full time staff 1. Different process 2. Some admin staff have laptops 3. Windows image 4. Mapped drives

4 5. Have OWN cloud for files b. ACO i. BITLOCKER 1. KEY COPIED TO SECURE AREA THAT ACO HAS ACCESS TO c. AHS i. BITLOCKER 1. CODES 8 DIGIT PIN 2. CREATE USB KEY TO USE 3. COPY BK FILE TO A SECURE AREA THAT AHS HAS ACCESS TO ii. NO ROAMING PROFILES iii. NO OFF LINE FILES iv. NO FOLDER REDIRECTION v. 3 ABOVE THINGS HELPS SIMPLIFY THINGS vi. SUGGEST TO TURN WIRELESS OFF WHEN YOU RE-DOCK THE LAPTOP d. LIBRARY i. 2 GROUPS OF LAPTOPS 1. Internal booking system for borrowing a. Generic acct for logging in b. Partition for storing and rest of image is frozen 2. STAFF CHOOSING LAPTOPS INSTEAD OF DESKTOPS a. Policy 8 let them know b. GENERALLY DON T STORE LOCALLY c. MAP N DRIVE d. ENCRYPT THEM BITLOCKER e. IST i. WIRELESS NEXUS ACCESS DOESN T WORK ii. GSO NOW USING DESKTOPS AND JUST USING LAPTOPS AS SECONDARY MACHINES iii. SOLUTION TO RUN LOCALLY iv. AHS AND ACO HAVE PLANS THAT ARE WORKING v. PLAN TO WORK ON PROCESS f. WATPD i. Many many laptops loaned out 9. Winter co-op training - Monday, January 5 th and Tuesday, January 6 th. Please send to Peggy Day, if you would like your co-op to be included in this training, include their names please. a. Can send students just for half day if you like 10. Round table a. Jennifer i. Infosylm the way courses are booked into rooms; science wrote a tool to allow users to visualize calendars; imported data into SharePoint calendar ii. OAT fine for profs but not as good admin staff b. Bob

5 i. Andrew McAlorum starts in IST CS as Manager of student portal, wcms, open data c. Lowell i. Error: The group policy Client service failed to login 1. Clear roaming profile works sometimes but not always 2. Regedit..profile list remove the.bak containing student s userid 3. Also happening in engineering apparently 4. Manfred and Greg Parks are usually contacted for these types of problems