Committee meeting - March 11, 2021

Carol Lu   
Secretary to the Committee   
March 11, 2021
   
Present: Adam Savage, Andrew McAlorum, Bill Baer, Don Duff-McCracken, Erick Engelke, Greg Parks, Jason Testart, Paul Miskovsky, Robyn Landers, Steven Bourque, Trevor Bain, Pratik Patel, Lawrence Folland

Guests: Matt Harford

Regrets: Andrea Chappell, Daryl Dore, Greg Smith
 
Agenda   

  1. Jira Service Management (Matt Harford) [10 min.]
  2. Chair’s remarks (Steven Bourque) [5 min.]
  3. Approval of the minutes from Thursday February 25, 2021 [5 min.]
  4. Proposed campus telephony service and pricing change update (Andrew McAlorum) [10 min.]
  5. Incident response procedure (Jason Testart) [20 min.]
  6. Other business and roundtable discussion – all [20 min.]
  7. Next CTSC Meeting [Will be held Thursday March 25 at 1:30 p.m.]

Jira Service Management (Matt Harford)

  • Science previously mentioned that faculty IT staff do not have permission to view tickets submitted by Science faculty members
  • Jira Service Management can be set up to use Grouper data to grant faculty IT staff permission to view tickets submitted by users in a specific faculty
    • Certain user groups can also be excluded (e.g. for security reasons, termination)

Comments and discussion

  • This would allow for faculty IT staff to have more visibilty into IT pain points and IT service delivery issues
  • Computer Science currently has access to IST Client Services and Network Services queues in RT; it would be nice to have this access transferred over to JSM
  • A faculty-related ticket submitted to the IST JSM project would remain in the IST JSM project, but permissions can be applied so that faculty IT staff are still able to view the ticket
  • Reports can be automatically generated for tickets submitted to specific groups
  • Faculty IT staff can be notified of tickets being submitted multiple ways: 
    • Through an automatically generated report with a list of tickets
    • Through a JSM automation rule that adds the faculty IT staff as Watchers to appropriate tickets
  • There is no automatic routing of tickets to different org unit's JSM projects currently configured
    • Might be possible to implement
  • There is an API available; access to the API needs to be approved by the Atlassian steering committee
    • Requests should include information on what the use case would be
    • JSM forms can have custom fields which are simpler to use than the API
  • Jira allows you to create queues and request types to filter requests, similar to RT

Chair's remarks

  • Thanks to Andrew for agreeing to chair the last CTSC meeting

Approval of the minutes of the previous meeting 

  • The previous meeting’s minutes were accepted as distributed.   

Proposed campus telephony service and pricing change update (Andrew McAlorum)

  • Original plan to reduce campus telephony charges by May 2021 was rejected
    • Rationale was due to the timing of the project
    • Proposal will be revised and resubmitted with an updated deadline of May 2022

Comments and discussion 

  • Faculty of Health submitted a request to IST for a list of phones in department rooms
  • No date has been set yet for moving media gateways (e.g. Architecture, Pharmacy, Stratford)
  • WUSA has been using Skype for Business in conference rooms which works well
  • WUSA has also been testing Teams phone system
    • Has a 300 user maximum
    • Costs about $16/month

Incident response procedure (Jason Testart)

  • Review of the Cybersecurity Incident Response Procedure was done in 2019
    • Document was distributed to CTSC members via email; this will also be shared with UCIST

Comments and discussion

  • A few recent incidents stagnated, the department chairs did not take notice
  • CTSC members should be looped in from Level 2 upwards
    • Notifications woud be distributed through varying communication channels, depending on the incident, urgency, and number of people involved (e.g. email would be used for less urgent incidents)

Other Business/Roundtable 

Engineering, Erick

  • Engineering requested a list of open servers and ports on campus

Environment, Don

  • With Maher Shinouda switching roles, is the IST Application Inventory still going to be used?
    • Andrew can speak to this at a future meeting
  • Any update on the campus Zoom license? 
    • Andrea Chappell to provide an update once available
    • IST's recommendation for users to avoid using Zoom was made before Zoom made security and privacy changes to their platform
      • The free version of Zoom does not provide as many security features as the paid version
      • SOC to provide updated recommendations once the license is approved

Arts, Bill

  • An update on the Zoom license sooner than later would be ideal
    • IST should limit the amount of Zoom features that are disabled as users may be frustrated if features are limited unnecessarily
    • Arts is starting to see some users experience errors with creating webinar rooms; this could possibly be attributed to user error

CSCF, Lawrence

  • People initially wanted to use Zoom because Teams did not have breakout rooms and other Zoom features
    • Zoom meetings are not integrated to applications like Outlook the way that Teams is

Math, Robyn

  • Is there a document with the Teams content retention information available? 
    • The O365 steering committee is currently working on updating these retention policies
  • The M4 building is likely being built
    • Goal with the new server room is to be more energy efficient by consolidating server rooms
      • Might be useful to include the Office of Research in this conversation
    • Contact Robyn if you are interested in using the M4 server room 
    • The server room in Physics is large but not well maintained; no updates on to whether this room will continue to be updated