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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. 

✰ The term 'pushing' is colloquially used instead of just 'installing' due to how the Specialists are directing the SCCM program to 'push' or direct a piece of software to a workstation connected to the Software Center environment, and given permission to install through that platform. It's not like remoting in remotely accessing and approving an entire installation process manually through an admin password. SCCM handles the installation of all programs that 'flow' through it, having already been pre-approved by the Security team, and not requiring admin interference.

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Please read over this article carefully, and ask a Desktop Support Specialist or your supervisor if you have any questions as to any part of using this programthese programs.

Viewing SCCM as a Specialist

All Specialist computers machines should have a copy of what is bundled in a file folder as Microsoft System Center installed on their workplace machines already installed. You can find this file folder by going to your Start menu and scrolling through the program folders until you see Microsoft System Center. The admin administrative console is the entry highlighted in red in the image below, and shows up first in the list alphabetically.

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✰ IMPORTANT: A Specialist will not need to access the Software Library, Monitoring or Administration tabs in SCCM, or any other departmental IT file folders or sub-folders. 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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• This will open up a series of manila file folder icons. These are representative of the different support groups within Purdue IT. They will be listed in descending alphabetical order.

• Scroll down to the folder labeled 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 list of folders if everything is listed as "CSDS XXXXXX".

The primary focus for the a CSC Specialist in this list will be (not necessarily in this order):

✰ CSDS ✰ CSDS Applications - Install
✰ CSDS ✰ CSDS Applications - Uninstall
✰ CSDS ✰ CSDS Drivers - Install
✰ CSDS ✰ CSDS Drivers - Uninstall
✰ CSDS Fonts
✰ CSDS Printers - Install, and
✰ CSDS Printers - Uninstall.

_{( ✰ Tip:✰ On the Assets & Compliance tab, you can also click on one of the expanded Navigation Index links to take you to the Device Collections listed above; however, it won't take you directly to the CSDS folders, so it's best to familiarize yourself with the location of the folders you'll be working in. )}

Once the Cooperative Services-Desktop Support folder has been expanded, you can begin working on the contents of the requested ticket; the initial software (or font, or driver) request. This will be covered in the Software Requests section.

Remote Control Viewer

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.

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✰ VERY IMPORTANT: ✰ The CSC cannot remote into computers that they do not manage; at this time, CSC Specialists are limited to supporting CSDS and Ag-IT supported machines. This This means that the CSC cannot remotely access non-CSDS machines (local departmental 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.

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When you are ready to connect to an end user's computer, click on File, and then Connect.

Enter the given name (or the IP address) of the machine to which you want to connect, then click OK.

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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 in 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
  • 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.

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The Action menu is used primarily for digitally sending a the CTRL+ALT+DEL to  command to the machine as necessary (logging users in with presumably a broken keyboard, showing them the password change menuoption, 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 SCCM and Software Center. End users will only have access to Software Center. Confusing the two similar-sounding programs in your customer-facing responses will likely confuse the end user.

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• NOTE: If the selected program 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 installation 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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All computers within Purdue's structure are grouped and managed by Technical Coordinators. Often abbreviated in 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 for one department 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 as a point of contactreaching out to their Coordinator. TCs often put in Footprints tickets at the request of their users. They are an incredibly useful resource for any ITaP employee, regardless of position or management authority.

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• Font requests must be approved by through users submitting the correct Qualtrics form through to Marketing and Media, which requires their the department's approval and subsequent forwarding of a Footprints ticket. This is communicated in greater detail in "SCCM and Fonts".

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If a TC does not approve an installation within 24 hours of the ticket's creationforwarding it to the Coordinator, check with your supervisor on how to proceed on a ticket-by-ticket basis.

• If a user insists that they 'just spoke with their TC and they already approved' any requests, be professional in your explanation that a tracked, ticketed response is required by CSC policy, even if it's just a "Yes" response 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, unless the TC requests the ticket be created in the user's name with the TC as the cc: contact.
• If a user calls in through the 44000 help line and their 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, referencing the vocal approval.
• A TC is fully aware of ITaP policy and procedure, and will (almost) always put a ticket through the Footprints system for user requests. However, you may receive the occasional 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).

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• ... 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 appropriate 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.

Software Requests, Updates, and

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Non-Packaged Programs

Unscheduled Program Updates

You may occasionally receive ticketed requests or support calls from users asking you to manually approve the UAC-prompted installation of an update to a program that appears in SCCM.

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Installation Requests for Non-Packaged Software

You may also occasionally receive ticketed requests or support calls from users to install software that does not show up as approved and pre-packaged in SCCM.

✰ If a user requests unapproved (non-packaged) software, they are to be given the option to continue with the process by which software is requested for packaging. ✰

Inform the end-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 end-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 before they reach the system administrators 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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The process of pushing software to an existing CSDS machine takes place entirely within your administrative System Center Configuration Manager program, in the Configuration Manager Console.

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✰ VERY IMPORTANT: ✰ The CSC only has privileges to install anything (applications, drivers, fonts or printers) that is denoted "CSDS All Systems - Help Desk" in the "Limiting Collection" column of SCCM. If you receive a ticket that has a request (even if it's been preemptively signed off on by a Technical Coordinator) that is denoted classified "Cooperative Services-Desktop Support" in the "Limiting Collection" column when located within SCCM, do not push this software. These installations may require privileges or permissions that Service Desk Specialists or Desktop Support Specialists do not have. 

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• NOTE: This is your last culpable chance opportunity to ensure that you have the correct package selected to push to a requested computer. Double-check the name each time you use SCCM to push a program, font package, driver or printer.

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All Purdue-owned machines have a curated list of typeface fonts for end-users that are allowed to be installed and used on all Purdue computers, not just those managed by CSDS. Fonts are not allowed to be freely installed by end users at will due to misappropriation of licensing; many, if not most fonts, like those acquired from well-known communally uploaded websites, are uploaded with disclaimers by the author or creator that they are free for personal use, but not commercial use - meaning that anything created at Purdue or with Purdue-owned machines using a specific font is subject to licensing that Purdue would have to pay for in order to usepublish, whether the font was used on an internal project or a public-facing one. Because of this, end-users must adhere to the fonts for which the University has purchased licenses and made available for use.

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