Only got a minute here’s what you need to know from TechOps:
- Identity Update & new Knowledge Base Materials available
- Service Desk Bug identified
- Webinar Training recording available.
- Shared Mailboxes - Update
Identity
We continue to work through the issues with identities after our rollout. Some common themes identified
- Temporary Passwords not being recognised or being too short
- Issue with Hyphenated names not translating into email addresses correctly
- Special character issues
- Problems with available data in Workday
- Password reset emails being sent multiple times
We’re working through all these issues, but also prioritising problems impacting employees in the upcoming migrations to ensure they have the access they need for their migration day.
We now have a lot of different knowledge articles and service requests available on The Spot from the identity team
- Single user access request
- Requesting Privileged Security Groups
- Requesting Application service account
- Requesting Privileged Service Account
- IAM Bulk User Access Request
- Requesting Application Security Group
- Single User Enabling an ElancoAH Account
- Bulk Enabling of ElancoAH Accounts
- Multi-Factor Authentication (MFA) & Initial Password Change
- Requesting a Single ElancoAH account
- BULK REQUESTING ElancoAH ACCOUNTS
- ElancoAH Password Reset
Service Desk
We’ve had lots of feedback on employee’s experiences with our Service Desk so far, especially as we testing the process with the calls around Elancoah credentials. We’ve had a few reports where employees have reported being in a queue for extremely long periods of time.
HCL think they’ve found an issue with the ‘position in queue’ and ‘remaining wait time’ function where occasionally the call gets trapped in an endless loop. They’ve raised a priority case with the vendor to fix it, and we’ve requested that they disable the functionality until it’s resolved. Unfortunately, the system isn’t reporting these as ‘abandoned calls’ so we don’t know how many people have been impacted.
While it’s disabled, if there is a queue, people will still be held, but won’t get the messages around how long the queue is, but they won’t get trapped in an endless loop of waiting.
Training & OCM
We’ve completed 3 change webinars for employees who are about to experience migrations in June. You can find one of the recordings here.
- We’ve held our first 2 TechOps Q&A sessions with IBIs and IT SPOCs to gather some more feedback on where we need to provide more information and training. There’s been a general request for more information about O365 and how the tools work together, so Ellie and myself are putting together another session to try and address this need. We’ll open this up as a Tech Talk to All IT when the content is ready. We’re working on a similar talk to run through the topic for software distribution.
- We continue to add to our Knowledge base of self-service articles as we get more feedback from those experiencing migrations
Workplace
One of our FAQs this week has been on Shared Mailboxes & Migrations:
- All shared mailboxes are in scope of automatic migration
- Like any other email address, the email address for a shared mailbox won’t appear to change externally after migration, they will continue to send and receive from the original email address
- Timing is to be confirmed. This will be towards the end of the migration unless this mailbox is flagged as impacted by Bison. Mike E in TechOps is working on a data migration briefing pack which will be available soon.
- If you own a mailbox and all the users of that mailbox have been migrated, there will be a request for early migration for ease of use.
- Otherwise it’s possible to add shared mailboxes to the web version of Outlook (Knowledge article in progress)