Navigate

EOAS Help Desk

  • Register

  • or
  • Login
    Need a password reminder?
or
New Ticket
  • Create a ticket

    Create ticket using a form

  • Submit Community Topics

    Community Topics and suggestions submitted by customers like you

  • Start a chat session

  • Knowledgebase Read help articles
  • News News & updates
  • Community Custom suggestions
  • Downloads Browse our downloads
  • New Ticket We are here to help
  • Portal
  • Changes
RSS Feed Subscribe
  • All
  • Changes
  • Security
  • General
Apr
2

Enhanced CWL (MultiFactor Authentication FAQ for CWL based systems)

by Charles Krzysik
0 Comments
in Changes
https://privacymatters.ubc.ca/secure/enhancedcwl


Why do we need Multi-factor Authentication (MFA/2FA)?

  • This is UBC requirement since Workday is requiring it starting May 1st 2020
  • UBC is adopting this method of authentication that most other large institutions already use in order to better protect UBC against phishing, data breaches, and various security issues. 

Who is required to use MFA/2FA?

  • Anyone with an employee ID
  • Undergraduate student DOES NOT require MFA.  However, summer students working within the labs as an employee with an employee ID will have to use MFA
  • Visitors – not required

Do people have to use a hardware token for MFA?

  • Not required for MFA
  • There are multiple ways to do MFA without a hardware token:
    • UBC Office phone (phone call)
    • Lab Phone (phone call)
    • Personal phones (push, phone call, software OPT, or SMS depending on age/type of phone)
    • Personal tablet (push or software OPT)

Are we going to maintain the hardware tokens as a department?

  • Yes, but only for faculty and staff
  • We will maintain half a dozen spares for faculty and staff in the event they lose one or it becomes defective
  • Compstaff IT will hold onto the spares and take care of the distribution to faculty and staff
  • ~80 faculty & 16 department staff with 6 spares
  • Hardware tokens will be treated like digital keys.  Faculty and staff will get sponsored tokens, but all research / lab members will have to go to the Bookstore if they want a hardware token.  

What is the cost for the hardware tokens?

  • Departmental Staff & Faculty (Sponsored): $8 One-Time Passcode (OTP) Type or $20 USB Type for faculty and staff (only offering OTP style)
  • Lab Staff (Non-Sponsored): $10 OTP Type, $25 USB Type, or $25 OTP Type for Bookstore deposit (similar to a key)
  • Note on purchasing hardware tokens for the department or as individual:
    • Departmental requests are also done through the Bookstore. If managers are purchasing on behalf of their staff they can do so directly using their speedchart code.
    • Units can place a departmental order with bookstore for 5+ via phone, or email order and Pay via JV, CC or P Card. (dept.sales@ubc.ca or 604-822-8547) and deliver via campus mail.
    • Individuals will also be able to purchase online via the bookstore website with CC or P Card (No JV option online) but this is not setup yet.

Where do people get their hardware tokens?

  • Department Staff and Faculty – Get them from Compstaff IT
  • Compstaff IT will purchase the tokens from the Bookstore
  • All lab personnel – Get them directly from the UBC Bookstore 

Lost or stolen hardware tokens?

  • Department Staff and Faculty – Contact Compstaff IT for replacement (use spares)
  • Lab Staff – purchase another one from the UBC Bookstore Key Desk

Battery dies or OTP Type Hardware Token become defective?

  • Department staff and faculty – Contact Compstaff IT for replacement
  • Lab Staff - Visit the UBC Bookstore Key Desk for a replacement. Replacements for the tokens will be the responsibility of the user (including battery dying) unless the token is deemed defective for some reason. The OTP-type have a known battery life of 3-5 years but if a token stops working after a much shorter period of time we would be able to track that and get a new one to the user

What are the reasons for not covering everyone?

  • Cost of maintaining that many hardware tokens for 400+ people is best managed by the UBC Bookstore
  • Most people will use their personal phone due to convenience
  • People can decide for themselves whether they want the hardware token or not and simply use their office/lab phone or personal phone
  • The department avoids paying for tokens that are never used given that the majority of users will use their phone or other method of MFA

What happens when a researcher is remotely stuck without their phone or hardware token?

  • Contact Compstaff IT or UBC IT for assistance
  • We can issue a one-time passcode or time limited passcode for the duration they are away from Vancouver and/or their device/token

Do the One-Time Passcodes on Phones or Hardware Token require the Internet?

  • No they work offline and simply generate a 6-digit number for you to enter at time of login

Which UBC services are going to require the MFA?

  • Webmail Access
  • FMIS Access
  • HRMS Access
  • Student System Access
  • Web portals that use the Campus Wide Login (CWL) login screen

Will my email app on my phone or computer require I use MFA?

  • No - only web portals asking for your Campus Wide Login (CWL) will prompt you

UBC Wireless (UBCSECURE) require MFA?

  • No

UBC VPN or EOS VPN require MFA?

  • UBC VPN – maybe, if you are signing into a specific VPN pool but depends on the department
  • EOS VPN – no

EOAS Servers and EOAS Services required MFA?

  • Not at this time

Which MFA device recommendations does Compstaff IT suggest?

  1. Register your personal mobile phone using Push / OTP / SMS in that order (depends on age and type of phone)
  2. Register you office phone or shared lab phone (not ideal but as a backup)
  3. Personal wifi-only tablets  (you can opt to setup the Duo App on their personal tablet device – Android/iOS)
  4. OTP Token
  5. USB Token 

What training options are available for staff?

  • Everyone: Information sessions conducted by Compstaff IT at next Department meeting
  • Lab Staff: 1-on-1 or by helpdesk FAQ, drop in training at Compstaff offices
  • Department Staff: 1-on-1 training 
  • Faculty: 1-on-1 training 
  • Email education campaign for department similar to encryption 
  • EOAS Helpdesk website listing the various recommendations and resources for UBC MFA
  • Info cards come with the token at point of purchase direct the user to contact UBC IT. There is not a kiosk. There will be targeted pop-up desks throughout the months of April and May however and users will be contacted directly by their admins about the times and locations of these booths that they can walk up to and receive assistance for anything eCWL related.

What are the deadlines for UBC’s MFA Requirement?

  • Now – May 31 - We want all of the department staff and faculty on-boarded before they leave for summer
  • Summer 2019 – we will continue to nag everyone in the department for those not on-boarded this Spring
  • November 2019 – The deadline whenever everyone not MFA’ing is locked out
Jan
3

Adobe Site License Changes

by David Jones
0 Comments
in Changes

Faculty and staff should be aware of these changes:

New Update https://it.ubc.ca/news/don%E2%80%99t-lose-your-access-adobe-software 


https://ubc.service-now.com/kb_view_customer.do?sysparm_article=KB0016127

please register your CWL with:

site-license@it.ubc.ca

They require

Name, position, cwl name and software required





Aug
10

Move of course material

by Tom Yerex
0 Comments
in Changes

On Wednesday, May 30th at 9:00 am (PST), we will be updating our links so that course material is no longer served from arda.eos.ubc.ca.


If you have been accessing and posting course data on arda.eos.ubc.ca, please update your settings to use the new server koseu.eoas.ubc.ca. The location of your course files and the directory structure will remain the same. Your user name and password will be the same that you use when accessing your EOAS email account, i.e., to access course material on koseu.eoas.ubc.ca you will use the same user name and password as https://exchange.eoas.ubc.ca.

Why is this change occurring?

The operating system and applications on arda.eos.ubc.ca have been serving the department for many years. Over the last 18 months we have been working to identify replacement applications or move existing services to new homes so we can decommission arda.eos.ubc.ca. Moving course material from arda.eos.ubc.ca brings us one step closer to that goal.

Does this have anything to do with Canvas?

This change does not impact or have any relation to Canvas (http://lthub.ubc.ca/guides/canvas/).

Will I need to update my web pages?

If your web pages refer to “arda.eos.ubc.ca”, there is a possibility they will need to be updated. Prior to the move and after the move occurs, we will scan the existing pages for outdated links and update pages as we discover them. However, automated tools are not perfect and some links may go undetected, if you discover a broken link please email helpdesk@eoas.ubc.ca and we will prioritize those fixes in the queue.

What if I need more help or have questions?

We will be monitoring the help desk closely for the week and prioritizing any requests that come in requesting help as it relates to this change – if you have a question or identify a problem, email helpdesk@eoas.ubc.ca and we will prioritize your request.

What will happen to the files from the old server?

The files on arda.eos.ubc.ca will remain where they are for at least 30 days, however to avoid anyone accidently updating the old location after May 29th, we will block access to those files. In other words, if you try to access your files at the old location, access will be denied.


If you have any questions or concerns, please contact the help desk via the from at https://helpdesk.eoas.ubc.ca, or by email at helpdesk@eoas.ubc.ca.


Sincerely,


Tom Yerex



“Well, we’ll not risk another frontal assault. That rabbit’s dynamite” ~ Monty Python and the Holy Grail

Dec
29

Remote desktop link

by Tom Yerex
0 Comments
in Changes

http://remote.eoas.ubc.ca

 

Jul
18

Mail server upgrade July 17th~ July 20th.

by Charles Krzysik
0 Comments
in Changes
Good morning,
 
Beginning this morning July 17th at 11:00 a.m., we will begin performing upgrades to the mail server. Part of the upgrade process will migrate the mail store.
 
You should experience no impact during the bulk of the work. There will be a short 10 to 20 minute interruption towards the end of the process, during that time your mail box may be inaccessible, although mail will continue to be received via MAPI, IMAPS and POPS.
 
It is not possible to be 100% certain exactly when the interruption may occur, we have tried to time it so that it will be early in the A.M.. If you need to access your email during the interruption, you may access the email at a temporary endpoint accessible with our EOAS ID and password at https://exchange2.eoas.ubc.ca .
 
All email will be delivered during the upgrade.
 
Cheers,
 
Charles.
May
23

Upgrade of Kanboard to latest version

by Tom Yerex
0 Comments
in Changes

Kanboard (track.eoas.ubc.ca), has been upgraded to the latest stable release, version 1.0.43). A list of the new features and fixes can be found at https://kanboard.net/news/version-1.0.43.

May
21

Update to helpdesk.eoas.ubc.ca certificate

by Tom Yerex
0 Comments
in Changes

The helpdesk.eoas.ubc.ca web site was down due to problems with a battery in a UPS unit. The site's certificate has been renewed and several updates applied to the server.

May
6

New development web site

by Tom Yerex
0 Comments
in Changes

A new development web site has been set up at dev.eoas.ubc.ca. This site is intended to support ongoing development in a safe area that will not conflict with our production web sites. This site is not world-accessible, interested parties from off-campus must first use the University's myvpn.ubc.ca service (and eos context), to connect to the internal University network.

On-campus locations in the Department of Earth, Ocean and Atmospheric sciences should already have access.

May
2

UBC mail relay using old outdated server

by Tom Yerex
0 Comments
in Changes

The UBC mail relay service was directing some mail traffic to two unused mail servers that have been retired (earth.eos.ubc.ca and pika.eos.ubc.ca). The problem was fixed by UBC IT and the fix took hold at roughly 3:30 pm today. Some mailing list traffic and individual messages failed to deliver as a result of the problem.

May
2

Autodiscover fix in hub.eoas.ubc.ca

by Tom Yerex
0 Comments
in Changes

The log file for www.eoas.ubc.ca was registering a number of autodiscover.xml missing entries:

 

The problem was traced to hub.eoas.ubc.ca, the autodiscover entries were entered with an upper-case "A", i.e., Autodiscover/Autodiscover.xml. The file has been updated and changes checked into git.

May
1

New information in the help desk

by Tom Yerex
0 Comments
in Changes

The help desk now contains a Recent changes section where up-to-date information on changes to the my.eos.ubc.ca web site will be published.


Quick Jump
  • EOAS Help Desk
  • Knowledgebase
  • News
  • Downloads
  • Community
  • New Ticket
Top
Helpdesk software provided by Deskpro