| Table of Contents |
|---|
...
This program's UI can appear imposing on first use for new Specialists who may be unfamiliar with its useappearance. 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.
...
Utilizing this program is a part of a Specialist's daily operations. It is used to remote into, view and interact with a 1074-XXXXX (or, an Ag-IT managed) computer from the user's perspective.
...
✰ VERY IMPORTANT: ✰ The CSC cannot remote into computers that they do not manage; at this time, CSC Specialists are limited to CSDS - and Ag-IT supported machines. This means that the CSC cannot remotely access non-CSDS machines (local IT supported machines), self-managed machines, Macintosh computers or ECN machines. It is important to clarify with the end-user near the beginning of a call or 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.
When the program is first opened or not currently connected to another computer, it will appear with a blank white window that can be resized, with the status "Ready" in the lower left.
...
- 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 boundariesin an Agriculture-oriented building on campus, 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 any Ag-IT computer requires you to sign into it with your BoilerAD credentials, whether connected by name or IP. This is performed by preceding your alias with boilerad/(alias), and entering your CAS password when prompted.
...
Click one of the icons of the existing programs in the Applications menu. This will shift the existing Software Center menu to a screen one focusing entirely on the selected program, driver or printer.
- NOTE: If the selected program is has already been 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.
...
You can find the most updated list of Technical Coordinators here, through the Desktop Support Site for Departmental Computing Liasions, by viewing the Authorized Person List. This list is often updated, albeit not frequently; ensure you have the most up to date accurate points of contact and assigned TCs before sending a permissions request, as the listed TC may no longer be with the department listed.
...
✰ For clarity: You cannot push anything to a 1074 machine without its Technical Coordinator first approving the installation, full stop. This means software, printers , drivers and fonts. This is or drivers.
- Font requests must be approved by users submitting the correct Qualtrics form through Marketing and Media, which requires their approval and forwarding of a Footprints ticket. This is communicated in greater detail in "SCCM and Fonts".
These requests for permission are arranged through Footprints at all times, for record-keeping and ticket tracking; do not communicate with the TC or the user using only your personal Purdue email.
Current ITaP policy and procedure has Specialists attempt to handle tickets with a 24 hours to 'Resolved' goal. This includes time that it takes to send to a TC and receive their written approval.
If a TC does not approve an installation within 24 hours of the ticket's creation, check with your supervisor on how to proceed on a ticket-by-ticket basis.
...
The Specialist will first need to ensure, as previously covered:
- ... that the software is pre-packaged and available for installation by a CSC or CSDS representative by searching in their copy of SCCM for the correct program name.
- 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 with the installation yourself. You are expected to send the request to the Technical Coordinator through cc: before escalating the ticket to CSDS_SUPPORT. This cuts down on response time and better serves the end user and the CSC's metrics.
- ... that their departmental Technical Coordinator has authorized the installation by a documented affirmative response to a request email, attached to the Footprints ticket via cc:.
- ... that they have the correct computer information in the ticket. Footprints uses an asset management program that ties into what populates in the Asset Information tab. The user may request software, printers, or drivers to be deployed to a machine that is not listed in their Asset Management tab; ensure that they have listed and confirmed the requested machine to which to push the software.
...