By: Andrew McClurg
In our increasingly digital world, staying safe online is a priority for individuals and organizations alike. One often overlooked yet crucial aspect of online safety is keeping software and applications up to date. Regular updates released by developers not only enhance features and functionality but also play a pivotal role in safeguarding our digital lives. Continue Reading
Information Technology Services (ITS) is dedicated to helping you start your computing experience at Syracuse University and providing access to our wide range of computing services and facilities. This guide offers information and instructions for connecting to campus networks, hooking up your television, getting technical support and more. You also can follow us on Instagram for tips and tricks throughout the semester!
We are excited to announce that Orange Tracker (OT) has migrated to an Atlassian cloud-based system, utilizing the Atlassian Jira Service Management (JSM) Cloud platform.
OT data that migrated to JSM Cloud includes:
The new JSM Cloud platform provides a number of new features and improvements, many of which are available immediately, and others to be rolled out over the coming weeks and months. Below are some of the highlights of the Atlassian JSM Cloud migration that will be available upon completion of the migration:
Improved Security: Logins will take place via Single Sign-On (SSO), which means credentials will be stored in a single place, making it more difficult for attackers to gain access.
Queues: Rather than individual dashboards, agents will now find a new team-based “queue” feature, which will allow you to quickly see workloads, triage and assign requests as they come in. Default queues that are delivered with the migrated version can be modified or deleted. New queues can be created, based on individual team needs.
Customer Portal: In the former OT environment, customers received email notifications from individual tickets and manage/communicate with the ticket through email. While email notifications will still be used and considered the primary form of communication in JSM Cloud, a new portal feature will allow customers to view and communicate with existing issue tickets. (The ability for customers to create a ticket and search the knowledge base will be made available at a later date.)
Restricted Comments: Restricted comments are easier. With the new system, you’ll select the restriction first with the “Add internal note” or the “Reply to customer” buttons.
New User Interface Layout: Internal users (consultants) now have a simplified layout when working in JSM. This includes a three-panel layout, which will contain all the major fields, consultant views (dashboards, filters), new work views and new project team functionality.
Expanded Project Administrator Capabilities: Project Administrators will have expanded control over more Project settings.
The JSM platform offers many new features related to service requests and incident management. Please note all of the following are marked as future enhancements, as we will focus on these improvements in the weeks and months ahead.
Email Reponses to Existing Tickets: The URL used for sending and receiving tickets will now be from atlassian.net. When a customer/reporter replies to an email generated prior to the migration, that email message may generate a new ticket in JSM Cloud. The message subject for the email will retain the existing OT ticket number allowing consultants/agents to manually add the email contents as a new comment in the migrated ticket. To help minimize occurrences of new tickets being created due to an updated URL, consultants/agents may create a comment in open tickets, requesting customers to reply to the new email for communicating with the ticket.
API Connections to OT: If you are using an API to access the current OT system, these scripts will need to be modified to continue working. Please reach out for support if you are using an API and have not already transitioned to JSM Cloud.
Ticket Archival: Tickets older than seven years AND not closed or resolved will be migrated to the data warehouse in the weeks following the migration. Please watch for additional communications regarding this future change.
Open Tickets: In order to help improve analytics and reporting available in JSM, please consider reviewing tickets and updating those that are open but should have a status of “closed” or “resolved” status. This effort may begin at any time, and you will be a step ahead as additional information will come out about ticket cleanup efforts in the near future.
By: Andrew McClurg
Telephone scams have evolved with advancements in technology, and one alarming trend is the use of artificial intelligence (AI) to impersonate family members’ voices. Scammers now employ sophisticated techniques, leveraging artificial intelligence to mimic the voices of loved ones, causing unsuspecting individuals to fall victim to their schemes. In this article, we will delve into the concept of AI-generated family member telephone scams, understand how they operate, and provide practical tips to protect yourself from becoming a victim. Continue Reading
Microsoft 365 Teams and Groups are used by university members as a central hub for communication and collaboration. Over time, Teams and Groups that are no longer being used become inactive. To help manage the growing number of unused Microsoft 365 Groups and Teams, ITS will enable a Microsoft Group Expiration Policy effective July 18. Continue Reading
