2024 UNC CAUSE

We hope to show you how we reduced our workload by granting our user-facing support teams more tools to solve common support issues. Problem: Systems Team Overwhelmed with Support Tickets for User Permissions Manual process is inefficient and frustrating Balancing access with security concerns Solution: WebJEA (Just Enough Access) Implementation PowerShell-driven dynamic web form builder Allows creation of PowerShell scripts parsed into dynamic forms Scripts run in the context of a service account, reducing security risks Implementation: “Appalachian State Shell Toolkit” (Shelltools) with around 50 scripts Problems we encountered Lack of built-in search function Needed dynamic content for dropdown boxes Risk of config file versions being overwritten Customizations we Implemented to Address Problems In-house rewriting of WebJEA .NET code to add search and dynamic content features Implementing continuous deployment from Bitbucket to Shelltools Data and Testimonials Reduction in ticket escalations. Testimonials from Desktop Support Specialists and Help Desk staff Examples of Scripts Adding or removing users to/from printer resources. Removing computers from AD/SCCM Assigning Mac prestages in JAMF Pulling monthly print billing from Papercut Sending SMS text messages Goal Help others explore using WebJEA for efficiency and security improvements