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System Center Configuration Manager (or SCCM) is the program by which all Specialists can 'push' software to be installed on supported machines. 

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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, check the status of computer groups, and assign permissions and privileges to users not using Active Directory, 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, the permissions required, and the documentation of such a process.

✰ It is also incredibly important  vital to not understate how much weight a misuse of SCCM carries against Purdue's computing systemsenvironment, and how uninformed operation of the program can potentially result in a work stoppage across the entire University.

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This program's UI can appear imposing on first use for new Specialists who may be unfamiliar with its use. It lists the computing environments, software installations, device collections, compliance settings, Endpoint protection settings, and all users within the ONEPURDUE domain for every supported IT department within the University. However, CSC and CSDS team members will only use clearly defined boundaries of SCCM.

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✰ IMPORTANT: A Specialist will not need to access the Software Library, Monitoring or Administration tabs in SCCM unless explicitly directed. Any  Any unauthorized changes in these monitored areas 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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• Open the Remote Control Viewer program through its icon in the aforementioned Microsoft System Center folder in the Start menu. Its icon is that of a single computer monitor with a remote control in front of it., shown below:
  • NOTE: You may want to consider pinning this program to your task bar, as it is frequently used.

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✰ VERY IMPORTANT: ✰ The CSC cannot remote into computers that they do not manage; only at this time, Specialists are limited to CSDS- managed and AgIT machines at this timeAg-IT supported machines. This means that the CSC cannot remotely access non-CSDS machines (local IT supported machines), self-managed machines, Macintosh computers and or ECN machines. It is important to clarify with the end-user near the beginning of a call or an email chain a ticket reply the name of the machine that they are using, to save time and frustration in a redirection to the correct support team.

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• NOTE: An Ag-IT maintained computer will have a different naming convention than a CSDS maintained computer. If the computer is located on or within campus boundaries, it will often begin with four numbers, then a building abbreviation, followed by the room number, and an identifying letter or number. If it is located in a county extension office, it will likely start with AG-CE. If the user is Ag-supported, request that they open the Ag-IT Help icon located in their start menu to confirm their computer's name.
  • Connecting to an any Ag-IT computer requires you to sign into it with your BoilerAD credentials, whether connected by name or IP. This is done performed by preceding your alias with boilerad/(usernamealias), and entering your CAS password when prompted.

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The Action menu is used primarily for digitally sending a CTRL+ALT+DEL for a user  to the machine as necessary (logging them users in with presumably a broken keyboard, showing them the password change menu, bringing up Task Manager, etc.) It can also be used to disable an end user's keyboard and mouse through the function of the same name, however, this is not recommended, as users will still need to input credentials and guide you to the problem areas of their issue.

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As administrators, Specialists will have access to both SCCM and Software Center. End users will only have access to Software Center. Confusing the two similar-sounding programs in your tickets customer-facing responses will likely confuse the end user.

When a customer is directed to open Software Center on their machine to check for requested software installations, as of March 1, 2019, this should be the window they will see:

There are six tabs on the left grayed column, each pertaining to a different function that Software Center can perform or display for the user.

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Installed shows whether or not a program has been successfully installed, is pending a download in queue, its percentage status and if it Failed to install.

Continuing the list to the left - in the grey column, in the main SmartComputing window:

• Device Compliance will show whether or not a machine is in compliance with Purdue security policies. These are managed by CSDS and outside IT groups on a machine-by-machine basis, and have no bearing on the CSC's functionality.
• Options displays configuration settings for the particular computer on which it's installed. These settings can include work information - changing the active hours that the user typically uses the computer, to allow installation of programs outside of business hours, and days of the week that they utilize the computer. By default, the business hours settings are 5:00AM through 10:00PM, Monday through Friday.
  
  • NOTE: The Options menu contains sensitive settings for CSDS, such as power management, maintenance and remote control options. Dissuade users from making changes to these options themselves; CSDS manages these settings.

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• NOTE: If the selected program is already installed, it will give you the option to Uninstall or Reinstall instead of the Install button, as shown below.

The program's status on the end user's machine is listed below the Install/Reinstall/Uninstall button; this includes the status of the program, the version, if a restart is required post-installation, the download's size and the estimated time for it to install.

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Inform the user through the Customer Note that the software they want is not currently available for installation through SCCM. The ticket can then be sent to their Technical Coordinator requesting that the system administrators review the requested software, and package it for installation through SCCM. This entire process can take up to 30 days. If the user wants to continue forward with the packaging request, you will need to cc: the user's Technical Coordinator for initial approval, and if it passes, the request is then sent to the SCCM system administrators for review. Most users will move to dismiss their request, once they are informed of the time involved and processes required. Some requests will be automatically turned down due to incompatibility with existing programs, pre-packaged programs already serving a need despite not being preferential to users, or security and stability concerns. Inform the user if the TC or administrators reply in the negative, and mark the ticket as Resolved.

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How to Read SCCM Asset and Installation Information

The process of pushing software to an existing CSDS machine is entirely exacted takes place within your administrative System Center Configuration Manager program, in the the Configuration Manager Console.

• Locate the CSDS You will first need to locate the CSDS - XXXX folder  folder that you need to open; CSDS Applications - Install, CSDS Applications - Uninstall, CSDS Drivers - Install, CSDS Drivers - Uninstall, CSDS Fonts, CSDS Printers - Install, and CSDS Printers - Uninstallwork within. Open the Assets and Compliance tab, then expand Device Collections, and scroll to Cooperative Services-Desktop Support.
• If the ticket requests requests pre-packaged software, look in the folder Applications double-click the folder Applications - Install.
• If the ticket requests requests drivers for  for a peripheral, look in the folder Drivers double-click the folder Drivers - Install.
• If the ticket requests a a font package, look in the folder  package installation, double-click the folder Fonts.
• If the ticket requests that the CSC add a CSDS managed managed printer, look in the folder Printers double-click the folder Printers - Install.

How to Read SCCM Asset and Installation Information

• The search bar, outlined in Black, is at the top of each navigational window when the drop-down folders are expanded. You will use this search bar to look up the name of a requested program.
• The program's full name, outlined in Red, is part of the search results narrowed down to the CSDS Applications - Install folder. It will contain the name denoting , denotes that it being is supported by CSDS, and the version number (for update tracking).
• The Limiting Collection column is outlined in Green. This will inform you as to whether or not the software request ticket needs to be immediately escalated to CSDS_SUPPORT. 
  • For this example, the desktop version of Skype is a CSDS All Systems - Help Desk designated installation, which means that, with TC approval, you may install it yourself and mark the request ticket Resolved.
• The member count, outlined in Orange, indicates how many computers within the CSDS environment have this program assigned to be installed.
• The When fully expanded, the bottom center portion of the SCCM window has all of the above information condensed for easy viewing, along with the update time - the last time the installation files have been updated by the system administrators; ideally. Ideally, it is the most recent version, but the service managers have to ensure that an update of a program will not affect the installation of other computers, or have vulnerabilities for Purdue's computing environment. This process may take time following the release of a program update.

Double-clicking the program listed in the search results will show you the populated list of all computers that have been approved to have (in this instancegiven example) Skype pushed to them.

• NOTE: The name of the searched program shows up in the light blue subject window, but there is also another search bar within this window for narrowing down computer numbers.
• The Name tab, highlighted in Green, shows the designated name of the computer in the results. If the user's computer appears in the program search results, it means that they should already have the requested program pushed to them. If the program is not actively installed on the computer, have the user check their copy of Software Center, or remote in and check for them; it should be listed in the "Available Software" tab.
• The Primary User tab, highlighted in Blue, shows the primary user of the machine listed.
• The Currently Logged on User tab, highlighted in Red, will show a result of ONEPURDUE/(alias) if it is currently logged in by a user at the time of the program search.
• Client Type, Client, Site Code and Client Activity are not tracked by the CSC, and will not be given a detailed explanation in this article.

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