THIS PAGE IS A WORK IN PROGRESS AS OF 4:50PM 2/28/19. CONTACT LOSEYE@PURDUE.EDU FOR ANY CHANGES. - LL
System Center Configuration Manager (or SCCM) is the program by which all Specialists can 'push' software to be installed on supported machines. (The term 'pushing' software is colloquially used by ITaP instead of 'installation' because you are directing the SCCM program to push software to a workstation connected to the Software Center environment, and given permission to install through that platform. It's not like remoting in and approving an installation through an admin password.) It's important to note that this program is utilized by every technical support team within the University to maintain software, driver and peripheral installations, not just CSDS; the processes by which software is added to the computers are mostly the same, but this article will be focusing on how to add software to approved 1074-XXXXX machines for the CSC, and the documentation of such a process.
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All Specialist computers should have a copy of what is bundled as Microsoft System Center Configuration Manager pre-installed on their workplace machines. You can find this program and its related, packaged programs by going to your Start menu and scrolling through the program folders until you see Microsoft System Center. The admin console is highlighted in red in the image below, and shows up first in the list alphabetically.
The three options, as listed above, will be explained in detail in this article. They are:
- Configuration Manager Console - This is the main program by which you will 'push' software to approved machines within the CSDS environment.
- Remote Control Viewer - This program is how you are able to remotely connect to, view, and control approved 1074-XXXXX and Ag-IT supported machines. It will be used most often throughout a Specialist's workday, and likely involves issues unrelated to using SCCM, including remoting in to view a user's described issue, approve software installations and guide users through technical support.
- Software Center - This program is used to install software through SCCM onto your own computer; it is how updates to existing programs and new software is installed, and is client-facing.
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✰ IMPORTANT: The CSC will never need to access the Software Library, Monitoring or Administration tabs in SCCM unless explicitly directed. Any changes in these monitored environments will very likely have an effect on Purdue's entire computing environment, not just CSDS's. Essentially, changing any of these settings or poking around in departments that you are not part of is not recommended, as it will not go unnoticed if something breaks.
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- This will open up a series of manila file folder icons. They will be listed in descending alphabetical order.
- Scroll down to Cooperative Services-Desktop Support. Clicking the expanding arrow to the left of the text will open another series of manila file folder icons.
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You can tell you're in the right environment if everything will be listed as "CSDS XXXXXX".
The primary focus for the CSC Specialist in this list of folders will be (not necessarily in this order):
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✰ VERY VERY IMPORTANT: ✰ The CSC only has permission levels to install software that is denoted "CSDS All Systems - Help Desk" in the "Limiting Collection" column. These programs require privileges or permissions that the CSC does not have. If you receive a ticket that has a software request (signed off on by a Technical Coordinator) that is denoted "Cooperative Services-Desktop Support" in the "Limiting Collection" column when located within SCCM, unless stated by a member of upper management, do not push this software yourself. These programs require privileges or permissions that the CSC does not have. Escalate the ticket to CSDS_SUPPORT SUPPORT as you would any escalated ticket, and inform the user that the ticket has been forwarded to the correct support group in the Customer Note.
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An example of what the difference between CSDS All Systems - Help Desk and Cooperative Services-Desktop Support looks like in the SCCM console is noted below. Note the Limiting Collection header.
Technical Coordinator Approval
All computers within the CSDS environment are Purdue's structure are grouped and managed by Technical Coordinators. Better known around ITaP as a "TC", Coordinators are responsible for their users' digital environments - signing off on approved software to be installed, communicating with service managers, working with end users as a tier of contact or support, facilitating purchase requests, and generally acting as a liaison between other departments and Purdue employees to secure a more unified computing environment. Each department within Purdue will have its own TC; multiple TCs are not uncommon, and are contacted as points of reference for approvals and servicing user requests. If you are attempting to contact a user, and cannot reach them, you can always try their TC. TCs will often put in Footprints tickets at the request of their users. They are an incredibly useful resource for any CSC Specialist, regardless of position or management authority.
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When a ticket comes in requesting software to be installed (or 'pushed') to a CSDS-managed computer, it is required to have the Technical Coordinator approve the installation.
✰ For clarity: You cannot push software to a 1074 machine without its Technical Coordinator approving the installation, full stop. This is usually done arranged through Footprints at all times, for record-keeping and ticket tracking; do not communicate with the TC using only your personal Purdue email.
Current ITaP policy and procedure has tickets with a 24 hour Resolved goal. This includes time that it takes to send to a TC and receive their approval. If a TC does not approve an installation within 24 hours of the ticket's creation, re-send the request
- If a user insists that they 'just spoke with their TC and they approved' any installations without the presence of a TC, be cordial and explain that an email a tracked, ticketed response is required by CSC policy, even if it's just a "Yes" from the Coordinator.
- Technical Coordinators will rarely call in themselves and request software, printers or drivers to be installed on a CSDS-managed computer. Create a ticket for them as the main User ID and reference their alias, contact information, computer name and software installed. CC any users they might mention requesting the software.
- If a user calls in through the help line and the Technical Coordinator is in the room with them to vocally sign off on the installation, cc: them on any new ticket created or open ticket referenced.
- A TC is aware of ITaP policy and procedure, and will almost always put a ticket through the Footprints system for requests. However, you may receive the occasional personal email request, through your own Purdue email; create a new Footprints ticket, or update any existing Pending or Reply Received tickets, with the TC's verbatim response in the Issue Information section (tech notes).
If you are ever unsure regarding the legitimacy of a TC's request, check with a Desktop Support Specialist or your supervisor. You will not annoy a TC by requesting a software approval; it is part of their role within the University.
Software Requests
Pushing software to a CSDS supported computer begins by receiving a Footprints ticket from an end user that is requesting specific software to be installed on their workplace machine. It will likely mention their attempts to install it themselves, and how they encountered a UAC dialogue box that did not accept their CAS or BoilerKey password, and as a result, did not let them install it. This is intentional. Software on CSDS machines is carefully managed to ensure that nothing is installed that could potentially harm the computer or the Purdue environment, or interfere with pre-approved programs already on the machine.
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- that the software is packaged and available for installation by a CSC or CSDS representative by searching their copy of SCCM.
- Follow-up: the Specialist will also need to ensure it is a program that the CSC is authorized to install. If it is denoted "Cooperative Services-Desktop Support" in the "Limiting Collection" column, do not proceed. Escalate the ticket to CSDS_SUPPORT, and inform the user in the Customer Note that their ticket has been escalated to the proper support team for assistance.
- that their departmental Technical Coordinator has authorized the installation by documented affirmative response to a queried email, attached to the Footprints ticket via CC.
- that they have the correct computer information. Footprints uses an asset management program that ties in what it believes to be the user's machine in the Asset Information tab. The user may request software to be deployed to a machine that is not listed in their Asset Management tab; ensure that they have listed and confirmed the correct machine for the software to be installed