Common Cases
What are the three requirements a student must meet to be a fully registered student?
No holds on CalCentral
20% of tuition fees must be paid
Enrolled in at least 1 unit
After performing an in-room appointment, we’ve determined that the customer has a broken Aruba AP at UVA. What team should we escalate/refer this issue to?
Network Engineering (NEA)
A customer leaves us a voicemail. They are having issues with logging into their CalNet account. They called from an international number. What should you do?
Delete the voicemail because we do not return international calls
A customer has an invalid credentials error when signing into their CalNet account. What is most likely the issue?
Incorrect username/password
What is the name of the recently renovated building in the College of Engineering?
Grimes Engineering Center
A customer comes in reporting that they are having connectivity issues at UVA. They mention that the wifi randomly stops working. What should your first step be BEFORE recommending an in-room appointment?
Looking up the customer’s apartment and AP on Aruba Central, asking the customer if they're connected to Eduroam, asking what are the color of the lights on the AP
A customer brings in a STEP laptop and wants you to replace the SSD. What should you do?
Refer the customer to STEP or Lenovo Premier Support
Name three things that you should always bring to your UVA shifts.
Polo, name badge, STC toolkit, tablet for wifi connectivity
T/F: students can request an extension to their CalNet Grace Period.
False
What is the area of responsibility for each of the Student Helpdesk Supervisors?
Isabella: Housing Support
Michelle: Operations
Jordan: Staff Engagement
A customer needs a bypass code. What must you include in your ticket in order for a senior STC to create the bypass code?
CalNet ID, personal email address, ID verification, reason for bypass code
Name 3 pieces of information you should include in your work notes when escalating to NOS.
Wired/wireless MAC address, make and model of affected device, troubleshooting steps already tried, time/location of issue
A customer visits Doe and starts complaining about Eduroam. They want assistance immediately! What should your first step be?
Have the customer sign into QLess
Who cannot use hardware tokens as a valid form of 2FA?
Delegates, employees (including student employees)
How many elements on the periodic table were discovered at UC Berkeley? (You need to be within 2 to be correct).
16
An incoming student is having issues logging into their CalNet account. When you search them up on CAT, you see that their CalNet ID is “cads123456”. List at least two steps you should take to resolve their issue.
Perform an ID verification, collect 3 new options for CalNet IDs from the customer, escalate the ticket to the CalNet team
A customer comes to Doe with an issue. They mention that they have another ticket open and you see that they have called Helpdesk, visited MLK, and emailed us. What should you do to the open tickets that the customer currently has open?
Write a work note on the duplicate tickets informing the other STCs than they can close their tickets
Name five items that you can find in the STC toolkit in Doe/MLK.
External drive, HDD docker + charger, windows installation flashdrive, ethernet to USB adapter, ethernet cable, thermal paste, wifi adapter, iClicker, converter cables, gloves, wipes, external display
What does it mean if a customer has a BLOCKED account on CAT?
The customer has changed their CalNet ID once before
Name the STC WHO IS PHYSICALLY PRESENT IN THIS ROOM who has been working here the longest.
Truc Tran (Oct 2023)
Note: Kate, Valerie, Jin, and Andrew C. have all been working here as long or longer than Truc!
Which form of ID that we accept is NOT accepted by 1Kosmos?
Cal1Card
A customer calls the Helpdesk, complaining that they cannot access their CalNet account or log into CalCentral. They mention that they are a delegate and are trying to pay their child’s tuition. What is the best ServiceNow configuration item for this case?
STS - CalNet Delegate
Name two former Student Helpdesk shift locations that we no longer offer
Moffitt Library, Eshleman Hall, Zoom
Name 4 affiliations statuses someone can have on CAT.
STUDENT-TYPE-REGISTERED, EMPLOYEE-TYPE-ACADEMIC, AFFILIATE-TYPE-ADVCON-ATTENDEE, AFFILIATE-TYPE-ADVCON-STUDENT, STUDENT-TYPE-NOT-REGISTERED, SIS-EXTENDED, FORMER-STUDENT, FORMER-EMPLOYEE, AFFILIATE-TYPE-ADVCON-ALUMNUS, STU-DELEGATE
Name 5 student teams (not including us) that are part of STS/SAIT.
Business Services (BST), Endpoint Engineering (EE), Network Engineering (NEA), Staff Engagement, Outreach and Engagement (O&E), Strategic Initiatives (SISA), Student Leadership Training Coordinator, Student Technology Equity Program (STEP)