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University Technology Services


MS Office 365

IT Support Issues List

Number Description Response Keywords
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1 Use of inetorgperson in AD is not supported in Office 365. We need to use the user object and some scripts, i.e., Cognos have hard coded inetorgperson object. These scripts will have to be identified and changed. Needs coordination. Project Team asked the application owners and contacts when they would be able to perform an impact analysis on their applications in July.  Office365 Email Migration schedule is dependent on the responses from the Network Managers, and Applcation Owners/Contacts.   active, directory, AD
2 Will there be issues with sending emails in the Fall due to bandwidth throttling? It currently takes hours to send to students, will that change, stay same or get better? Project Team anticipates the communications between faculty/staff and students will be faster after the migration since all email will be in the same tennant.   bandwidth, throttling, tenant
3 What is the policy for password tries before lockout? The process will not change. Users are allowed seven invalid tries within a thirty minute time frame.  password, lockout
4 What happens to mail when there is a forward on the email account that sends to the mailbox account after migration (Loop)? Forwards will need to be shut down by the departments.  We will communicate to the 6000 dual role users to remove the forwarding rule to/from the email.sc.edu account. We will work with IT contacts to ensure this is part of the pre-email migration communication.    
5 We have several users who require the use of Access 2010. This is used a lot in the existing accounting intranet supported by Richard Moak. The plan in 1-2 months is to have a web version. This was addressed in a flowchart to the Network Managers that describes what pre-email migration work is required.  Project team requested plans for migration of Office 365 products from the Network Managers.  Our strategy is to base our email migration schedule with approval from the Network Managers.  Access 2010 migration is not required for Office 365 email migration, but will be required for Multi-Factor Authentification.  We offered to assist in areas where help is needed in completing the pre-email migration work..  
6 How will individuals with dual roles separate and manage mail in the same account? Each department will need to come up with their own policy and procedures to deal with this issue.  Task for communicating this during the migration was added to the Project Plan as part of readiness.  
7 At this time of year as much as 70% of faculty are outside the country. What tools to leverage remote support are available, e.g., Bomgar? A limited set of Bomgar licenses are available, but this is not a good solution due to licensing and availability.  Project team recommends that IT Managers direct incidents to Desktop Support for assistance on case by case basis.  
8 There was a concern that students would be confused when forced to use MFA on Office 365. MFA has been rolled out to other enterprise services that all students use and is a State requirement for remotely accessing sensitive data. There are 65k enrolled users in DUO. The IT Security Advisory Committee will also weigh in on the set of services that are required to be behind MFA.  
9 If network admins identify accounts that should be deleted or are not being used, can they be deleted prior to migration and allow mailbox accounts to move with department?  Project team sent list of users with dual email addresses and are removing the email accounts that are no longer needed in August.  This will alleviate the timeframe for the migration of duplicate email addresses.  
10 We need discussion around technical communication and items that faculty do not understand. Project team sent list of users with dual email addresses and are removing the email accounts that are no longer needed in August.  This will alleviate the timeframe for the migration of duplicate email addresses.  
11 There is a strong desire to understand the schedule and when users will be effected. How will they be kept informed during and after migration?  How can we have a dynamic dashboard for groups, individuals, and show progress? Communications is being done, and will continue through the migration.  The Network Managers are providing input and will be part of the approval of the migration schedule.  We are discussing the possibility of asking Deans and Dept Heads their preferred timeframe to migrate their departments.  Project status is being updated on the Office 365 website every other week to keep everyone informed on the current and migration schedule.  
12 Do we have instructions on what needs to be changed with moving from SonicWall to EOP/ETP? Modifications to EOP have been documented and can be shared individually with sys admins, but cannot be published on the website for security reasons. FireEye ETP user information will be documented after the tool has been tested.  Please contact the project team with additional questions.   
13 When will BigFix packages be available, and what are the options? BigFix for PC was released on July 20 and information is available on the Office 365 website.  BigFix for Mac is available with a workaround, but final release anticipated through a communication by middle August.  
14 Network Manager's group requested the list of users impacted in the merge of dual accounts, in order to determine areas of concern, and be proactive before the merge. Network Managers were provided a copy of the duplicate email users, and responded with lists of email addresses no longer needed.  The project team is in the process of removing those unneeded accounts, and will then re-assess the effort needed to migrate the balance of users with dual accounts.  
15 What is the impact on 25 Live and Cognos applications? Project Team asked the application owners and contacts when they would be able to perform an impact analysis on their applications in July.  Office365 Email Migration schedule is dependent on the responses from the Network Managers, and Applcation Owners/Contacts.    
16 What is the impact on anything that authenticates through LDAP? Project Team asked the application owners and contacts when they would be able to perform an impact analysis on their applications in July.  Office365 Email Migration schedule is dependent on the responses from the Network Managers, and Applcation Owners/Contacts.    
17 Concerns regarding impact to systems, and applications that connect through AD. Team is providing technical impact information to the application owners so they can do an impact analysis.  Decisions on the email migration schedule will depend on whether changes are made to the applications that are impacted by the email migration.  
18 What is the impact on OIM? Project Team asked the application owners and contacts when they would be able to perform an impact analysis on their applications in July.  Office365 Email Migration schedule is dependent on the results and next actions from the impact analysis.  We need the response to help understand the impact and build the schedule accordingly.  
19 MAC machines have an issue when using BigFix. We currently have a BigFix package that will remove Office and install ClickToRun. Currently the package will not remove the old icons, however Apple provided code changes to apply to support different Mac OS types. The new package is expected to be available by middle August.  
20 Outlook 2013 doesn't work with MFA without a registry patch. Correct. We have provided the project team with a registry file that can be run to add the required entry to the registry.  This was released through communications to the Network Managers and added to the website on July 20.  
21 ClickToRun may be an issue with Project 2016. MS Project 2016 product needs to be deinstalled and reinstalled after ClickToRun is used to install Office 365 products, but will operate with Office365. Project Team is reaching out to MS Visio and Project 2016 purchasers with $0 one year subscription upgrade for Office 365 versions if users want to upgrade.  
22 ClickToRun with OneDrive for Business will create a new version if user already has it installed.  This occurs if you were running the OneDrive built into Windows, then install OneDrive that is part of Office 2016 ClickToRun. They are two different versions, and it will create a new OneDrive folder structure, but they can be synched manually.  As of August 2 the project team is testing, and will be updating the webiste with documentation at a later date.  
23 Visio 2013 does not work with ClickToRun. Project Team thought this issue was really for Visio 2016.  The Visio 365 product is available, but not required for ClickToRun.  The Visio product needs to be deinstalled and reinstalled after ClickToRun is used to install Office 365 products.  
24 Provide testing, instructions etc. for "client" side, taking into consideration the user experience. Office 365 website has been delivered with sections for Users and IT Managers.  IT Managers section is to assist with delivery to the users.  Support documentation will continue to be updated, with the primary conduit for communications being the Office 365 website.  DoIT Support team is also working on post migration support plan to help with user issues.  
25 There will be period of time where student accounts can't be created. Student Office365 email accounts cannot be created from the start of the duplicate email user migration until after the hybrid is created because the sync must be turned off for the migration to work.  
- This does not impact creation of Network ID's, or AD, LDAP, and OIM synchronization.
There are three parts to the mitigation strategy:
1. Project team will work with USC to identify a timeframe for this that is least intrusive to operations as possible;
2. Team is doing more research to better estimate the time where new Office365 Student email creation will be shut down.
3. Project team received a list of users who no longer need one of their email accounts, and is removing these accounts from the list.  This will be done starting on August 7.
 
26 Those who have dual email accounts will be migrated before others in their departments.  How can we mitigate this issue?

Mitigation Strategy:
1) The project strategy is to contact Department Chairs, Deans, and IT Managers to allow them to choose the most appropriate time for them to migrate their users.  This is being planned now, and will be completed before we finalize the schedule.
- Note:  Migration of the users with dual email Student and Faculty/Staff email accounts must be done before any department email can be migrated.

Impact
- After users with dual email accounts are migrated there will be broken shared calendars, (delegation), between migrated individuals and dept fac/staff who are not yet migrated

- This could interrupt the Network Manager schedule for Office365 migrations and application upgrades.  

 
27 There will be a time period where Network ID passwords cannot be changed.  How do we mitigate this? Currently we estimate approximately a week with passwords may not be able to be changed.  We are working with the Network Managers to determine the best schedule before we start the email migration.  
28 There are concerns about how resource accounts are going to work, both with Office365 and MFA. Resource accounts will work in the same manner that they do today  
29 We provided many steps to users for the migration but could not give them a solid schedule.  Users need a solid schedule. Email Migration Schedule is dependent on plans, issues and responses from the Application Owners and Network Managers.  We have requested information on what the Network Managers need.  The current plan is to begin building the recommended migration schedule after receiving responses in September.  Project team is also considering an option of contacting Department Heads and Deans to request when they want to migrate their departments.  Migration plan will then be reviewed with leadership before starting the implementation.  
30 We need special communication about labs, (Mac and PC). Information about Office Activation can be found here: https://technet.microsoft.com/en-us/library/mt346043(v=office.16).aspx

The volume license version, available via my.sc.edu software distribution, can be installed in lab scenarios.  They do not require activation.  Both the Office for Mac designed for Office 365 and the Volume License version will be available for deployment via BigFix.
 
31 Will we need software distribution as part of the solution for distribution? The registry file for Office 2013 MFA should be available via Software Distribution.
MS Visio and Project for Office 365 are available through Software Distribution.  Project Team is reaching out to MS Visio and Project 2016 purchasers with $0 one year subscription upgrade for Office 365 versions if users want to upgrade.
Note: Device licenses are available to Network Managers. The Per-device activation packages for “lab and shared computer packages” will be available via the BigFix console and via Software Distribution.
 
32 Will messages sent to the @mailbox account route to the @email account for people that are both students and employees? Yes.  If a message comes to an xxx@mailbox.sc.edu address for a user who is migrated to an xxx@email.sc.edu address the incoming email will be routed to the user’s xxx@email.sc.edu mailbox address.  
33 Will DoIT applications such as Adobe Creative Cloud and Formstack that are licensed by the user@mailbox.sc.edu be impacted by a user migrating to user@email.sc.edu? No.  These applications should not be impacted by a user moving from xxx@mailbox.sc.edu to @.email.sc.edu.    
34 Scenario: a student walks into a lab, logs into a machine with their DS account, and opens office. The installed office version in the lab is a Click to run, device-based-activation version. 
Question:  When the student logs in (using their DS account), will Office automatically recognize and use the student’s DS credentials as their Office credentials, and log them in; Or will office (by default) use the machine-account assigned the license?  And if it uses the student's Office credentials does it use one of the students licenses?
The student's Office credentials will log them in, but not utilize one of their licenses.  The student will have access to their Office365 online applications through the Office365 portal.