System Center Configuration Manager (SCCM)

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 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.

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

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 these programs.

Viewing SCCM as a Specialist

All Specialist machines should have a copy of what is bundled in a file folder as Microsoft System Center 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 administrative console is the entry 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 push software through SCCM onto your own computer; it is how updates to existing programs and new software is installed, and is also the only client-facing program.

Configuration Manager Console

This program's UI can appear imposing on first use for new Specialists who may be unfamiliar with its appearance. 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.

This article is meant to point directly to the sections that the CSC will be utilizing during a ticketed response, or, if required, support team escalation.

As of February 28, 2019, the SCCM environment should look like this when opened with the Overview tab selected by default.

When the Console is opened, ideally it will open on the Overview tab. To start, the Specialist will need to narrow down the environment in which they are operating. 

✰ 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.

• Click Device Collections. This drop-down arrow will have an image of three computer monitors stacked up back-to-back.

• 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.

You can tell you're in the right list of folders if everything is listed as "CSDS XXXXXX".

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

✰ CSDS Applications - Install
✰ CSDS Applications - Uninstall
✰ CSDS Drivers - Install
✰ 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.

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.

• 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.

✰ 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 means that the CSC cannot remotely access non-CSDS machines (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.

There will be four options in the top left corner; File, View, Action and Help.

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.

• 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 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.

The end user must approve the remote access attempt via a pop-up prompt on their computer that will list your username and attempt to connect.

• NOTE: It's best to keep your Remote Control Viewer window sized small at first when attempting to connect to a machine. If it is full screened when connecting to a user's machine that has more than one display, there will be no visible scrollbar displayed in your Remote Control Viewer window, and you will have to manually resize the window to force the scrollbar to appear so that you can view all of the user's displays.

When you are connected to a user's machine, it will display a primary monitor-spanning green bar stating your username and that you are remotely connected. At any time, the user can (often accidentally) close the X button on this green bar and disconnect you from the computer. If you attempt to connect to the same machine again immediately, it will kick you out, stating that there is already someone connected. Disconnecting from a Remote Control Viewer accessed machine can be irksome, as it takes several minutes for the remote server to 'realize' that there is nobody connected to the computer. It will not let you reconnect during this 'realization' period. The same sense of timing applies after a user has restarted their machine; the server responsible for the remote access will have to 'realize' that the user's computer is back online and is available for connectivity through Remote Control Viewer (even if the user's computer can connect to the internet).

The Action menu is used primarily for digitally sending the CTRL+ALT+DEL command to the machine as necessary (logging users in with presumably a broken keyboard, showing them the password change option, 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.

• NOTE: When you have completed the troubleshooting or issue that requires you to remote into the machine, inform the user that you are disconnecting so that they aren't under the impression you are still connected after the call has ended.
• NOTE: Unrelated to SCCM, but when assisting a user with issues related to their password or BoilerKey, they may be under the impression you can see their password or keystrokes when entering sensitive information. Reassure them you cannot.
  
• NOTE: When attempting connections to Ag-IT managed computers, there will be scenarios where attempting to connect with the given name will result in failure. Attempt connection with the computer's IP address before forwarding to Ag-IT.
  

Software Center - Customer-Facing

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 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.

• Applications will display a list of ready-to-install programs for the end user's machine. These could be universally-pushed programs, such as Java, Chrome and Firefox, or specifically requested programs that have been approved and pushed.
• Updates will display a pending list of programs that are already installed on the machine, but have had updates pushed to them by the SCCM administrators.
• Operating Systems will not be used by the CSC. This tab is not relevant to Specialist operations.
• Installation Status will show a list of programs that have been installed, are downloading, or are pending installation. This is given further detail below.
  

Name displays the full CSDS designation for the program, including the version number, if applicable.

Publisher displays the publisher of the software, printer or driver.

Install Date displays when a program is set to be installed, or has been installed. (This version of SCCM was updated following the installation of these programs, so it does not show exact dates.)

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 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.

When a user wants to install a requested program that has been pushed to their computer, and they feel comfortable with opening and maintaining the Software Center application, they can keep an eye on its progress through their workday if notified in advance how to manually install a program. If they request a faster installation, view the section of this article entitled "Urgent or Rushed Requests".

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 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 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.

Technical Coordinator Approval

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 reaching 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.

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; ensure you have the most accurate points of contact and assigned TCs before sending a permissions request, as the listed TC may no longer be with the department listed.

When a ticket comes in requesting software to be installed on a CSDS-managed computer, it is required to have the Technical Coordinator approve the installation.

✰ For clarity: You cannot push anything to a 1074 machine without its Technical Coordinator first approving the installation, full stop. This means software, printers or drivers.

• Font requests must be approved through users submitting the correct Qualtrics form to Marketing and Media, which requires the department's approval and subsequent 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 forwarding 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).

If you are ever unsure regarding the legitimacy of a TC request, check with a Desktop Support Specialist or your supervisor. You will not annoy a TC by requesting any software approvals; it is a part of their role within the University.

✰ IMPORTANT: ✰ It is worth mentioning that most (but not all) end users will not know the alias or identity of their departmental Technical Coordinator; ensure that you have the user's full departmental name to search the Authorized Person List for the listed TC (or TCs, plural) of that department, in order to contact the correct Coordinator. An incorrectly contacted Coordinator will not be able to give authorization to install programs on computers of which they have no jurisdiction over, and adds unwarranted time to the ticketed request.

Managing 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 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 anything. This is intentional. Software on CSDS machines is carefully managed to ensure that nothing is installed that could potentially harm the computer or the security of the Purdue environment, or interfere with pre-approved programs already on the machine.

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 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 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.

NOTE: ✰ You cannot manually authorize the update or installation of any program to a 1074 machine - even ones that appear in SCCM - with an administrative password, with the notable exception of Java updates, per CSDS policy. ✰

Bypassing this rule and manually installing updates by user request ("... because 'that pop up box' won't go away when I try to use (program) ...") for installed programs such as Chrome, Firefox and other procedural updates may break the automatic update cycle that SCCM utilizes to update software during Purdue's "inactive" hours (after normal business hours and during scheduled maintenance periods). This can be particularly aggravating for end users when a browser such as Firefox or Chrome releases an update that pesters them through an unprompted UAC approval to authorize an update when attempting to use it. The SCCM administrators are ideally kept up to date when these and other critical programs are updated, and can react accordingly through SCCM-dispersed updates during inactive hours.

Installation Requests for Non-Packaged Software

You may 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.

How to Read SCCM Asset and Installation Information

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.

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

• 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, denotes that it 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.
• 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, 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 given 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.

At any point with a search result this narrow, double-clicking a computer that appears in the SCCM search results will open a Properties window for the listed machine.

If you want an in-depth examination of this machine, click over to the Deployments tab in this window to have a comprehensive list of all software programs, task sequences and applications that have been approved and pushed to the selected computer.

• NOTE: General and Variables provide information that most CSC Specialists will not need to track; service support groups will know how to decipher and apply this window's information if an escalation is necessary.

"Limiting Collection" - Immediate Escalation to CSDS_SUPPORT

✰ 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 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. 

If the ticket doesn't already have approval, cc: the user's departmental Technical Coordinator on the ticket with a permissions request, then escalate the ticket to CSDS_SUPPORT as you would any service ticket.

_{( ✰ Tip:✰ "Cooperative-Services-Desktop Support" programs are also less likely to have a high Member count, as shown in the Member column; if a program appears to have multiple instances of itself with similar names or versions, but one is listed CSDS All Systems - Help Desk and has a high Member count, that is usually the version of the program that the user is requesting. If you are unsure whether or not a program is meant to be installed by yourself or by CSDS_SUPPORT, ask a Desktop Support Specialist, or escalate it. )}

A given example of what the difference between CSDS All Systems - Help Desk and Cooperative Services-Desktop Support designation looks like in the SCCM console is noted below. Note the Limiting Collection header.

How to Push Software With SCCM

Installing software, drivers or printers through SCCM may seem like a backwards process - finding the desired deployment and adding the 1074-XXXXX computer to it, instead of finding the computer and then adding the deployment. However, the act of pushing anything to a computer is often the easiest part of the entire service request; there are no administrative prompts, no hand-holding the user through a complicated installation process, and it's seamlessly installed on the machine though the Software Center program.

Using Skype as an example of a program to be installed, return to the search window for the program within CSDS Applications - Install.

Right click anywhere on the listed program to bring up a menu. You are looking for Client Tools on Collection, shown highlighted above in Red.

When mousing your cursor over the arrow next to Client Tools on Collection, another menu box will appear. Click Add Computers to Collection, highlighted again in Red.

• NOTE: Ignore all other listed options unless directed by CSDS or management; they do not pertain to CSC Specialists' tier of operations.

When clicking Add Computers to Collection, it will process for a moment before propagating a Powershell scripted pop-up box, designated the Add Direct Rules box. It will display the name of the intended program in the top center, and is divided into three empty white boxes.

• NOTE: This is your last culpable 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.

If the box doesn't show up as a pop-up box over the SCCM window, it can be found by clicking the blue box with a white arrow and underscored line icon in your toolbar, as shown below:

Click into the Computer List box, and enter the designated name of the machine on which the software is to be installed. 

• NOTE: Multiple computer names can be entered into the Computer List section, if there are multiple computers requested in the Footprints ticket. Separate them with the Enter key on your keyboard.
  • NOTE: Tapping the Enter key on your keyboard will not trigger the Start process; it will only serve to enter new lines of text within the Computer List box.

Clicking Start in this dialog box will then load a confirmation window. It will attempt to confirm your intent to install this program on the entered computer(s). 

• NOTE: The confirmation window may appear to be broken, as it does not show the intended program, regardless of what computer number is entered; this is a documented error. Proceed with the installation by clicking 'OK'.

The bottom rectangular portion of the Add Direct Rules box will begin to populate with information as it attempts to attach the listed computer to the software group. This is SCCM running and looking through the computer's listed properties, and checking to see if the computer has already been added to this software's deployment list. If it has not, the completed message (with timestamps) will appear in the bottom portion of the Add Direct Rules box. The results of the push attempt will also appear in the topmost right-side box, the Results area. This is useful for tracking results when attempting to add multiple computers to the same software group.

You will need to copy the entire body of the information listed in the bottom box and paste it into the Issue Information (tech notes) tab. Each attempt to push a program with SCCM must be documented in the corresponding ticket.

After the successful results have been pasted into the Issue Information tab of the Footprints ticket, you may return to the Customer Note section and inform the user (preferably with a customized Quick Customer Note) that the program, printer or driver has been pushed, and will install on their computer without interrupting their work day or requiring further effort on their end. 

Possible Failure

Attempting to push a program through the Add Direct Rules box when the computer is already marked as added to that software group through SCCM will result in an error, noted below:

If the error Rule Already Exists... appears when attempting to push software to a user's machine, contact the user, remote into their machine and check their copy of Software Center to see if it has appeared in the list of Applications to be installed. If not, copy and paste the entirety of the error message into the Issue Information (tech notes) section, run the Actions listed in the section below ("Urgent or Rushed Requests"), then escalate the ticket to CSDS_SUPPORT.

• NOTE: Users will typically expect the pushed program to appear on their machine instantly once they receive a confirmation through a Resolved ticket stating it has been sent through Software Center. Keep in mind to not over-promise to the end user; SCCM can take up to a business day to push a program, driver or printer to the intended machine, and sometimes won't even show up as available until an overnight maintenance cycle has completed. The user typically replies to the Resolved ticket and states that it hasn't installed. If the requested program still has not shown up in the user's Software Center, you will need to remote in and troubleshoot as to why or why not, or escalate it to the correct service group.

✰  Urgent or Rushed Requests ✰ 

If a user has requested a program to be installed within a short time frame, and the overnight window is too long to wait for its installation, a Specialist can remote into the user's PC and attempt to force a quicker installation by running Actions.

• NOTE: This is not guaranteed to ensure a quicker installation through Software Center; you can approach it with the intent to assist the end user as a 'band-aid' option to 'nudge' the program(s) along.

The first step to force a pushed installation is to run all of the relevant Actions in the Configuration Manager Properties window.

Open the user's Control Panel, and look for the Configuration Manager icon. It will show up as a blue monolith in the background, with a computer monitor and remote control in the foreground.

Clicking anywhere on the icon or text of Configuration Manager will open a new Configuration Manager Properties tab. Click over from the General view to the Actions view.

Clicking on any entry in this list and then clicking the enabled Run Now button will force the machine's Configuration Manager to update its most current policies and deployments, checked against SCCM's most updated information.

• Highlight and click "Run Now" on at the very least the Application Deployment Evaluation Cycle, Software Inventory Cycle, Software Updates Scan Cycle, and Software Updates Deployment Evaluation Cycle options.
• NOTE: You must have already pushed the intended software, driver, printer or font package to the user's computer before enacting this procedure. Compare it to tilting a pinball machine; without a pinball already moving around inside it, shaking the case won't do anything to nudge the ball around to where you want it to go. You have to set the ball in motion with the plunger, first. Ideally, you don't want to tilt the pinball machine at all, but if you have to, the option is available.

Uninstalling Software With SCCM

Uninstalling software on CSDS-managed machines operates much like installing it, however, the program must be removed from the installation collection, and also placed into an uninstall collection; this is where the "CSDS Applications - Uninstall" section is used.

Unlike a software installation, you will not need Technical Coordinator approval to remove a program, font, printer or driver from a CSDS computer. A user can request that an installed program be removed without incident.

Adding to the Uninstall Collection

If a program is listed as having an Uninstall collection in SCCM, the machine(s) listed in the ticket can be added to that collection to facilitate easy removal of the unwanted program from the machine(s).

• NOTE: If the program, driver, printer or font collection does not appear in SCCM's CSDS Applications- Install, the ticket will need to be escalated to CSDS_SUPPORT for investigation as to why the asset was manually installed on a computer in what is meant to be a closed computing environment.
• NOTE: There will be some programs, fonts, printers or drivers in SCCM that have Install collections, but no Uninstall collections (e.g., iTunes). You will need to reach out to a CSDS Specialist (to be safe, a Spec at least one tier above you) for confirmation of approval to uninstall the program manually (while remotely connected into the machine in question, with an admin sign-in into Control Panel > Add or Remove a Program). Copy and paste any email correspondence, Slack or Skype conversations relevant to the inquiry into the ticket's Issue Information (tech notes).
• NOTE: If the program in question is licensed, the user's Relationship Manager will need to be contacted to have the computer removed from any licensing agreements or information, if necessary.

In the Assets and Compliance tab, open the Device Collections expanding menu, scroll down to and expand Cooperative Services-Desktop Support, and then scroll down to and expand CSDS Applications - Uninstall.

When the Uninstall file folder is selected, the uninstall collections will propagate and display. Search for the name of the program that you want to have uninstalled.

✰ In one case, CSDS MalwareBytes Anti-Malware 2.1 Uninstall is selected. Note that it is designated Cooperative Services-Desktop Support. This means that the CSC cannot uninstall this program; the ticket must be escalated to CSDS_SUPPORT.

✰ In another case, CSDS LG SmartShare 2.2.1312.1201 Uninstall is selected. It is designated CSDS All Systems - Help Desk, so a CSC Specialist is clear to add the computer to the collection.

• NOTE: If an uninstall requires an escalation, be sure to include in the Issue Information (tech notes) field that the software to be uninstalled is located in the Cooperative Services-Desktop Support collection, and needs escalation, before sending the ticket to CSDS_SUPPORT.

To proceed with an uninstall, you will need to either:

• ... add the machine that the user has specifically requested in the ticket to the Uninstall collection located within SCCM.

• • This process is followed exactly how you would add a CSDS-machine to an installation collection, including adding the name of the machine(s) in the first column of the Powershell scripted box (Add Direct Rules) that appears when right-clicking and selecting Client Tools on Collection and then Add Computers to Collection.
  • Copy and paste the results of the uninstall attempt in the Add Direct Rules pop-up (the box with the three separate boxes, displayed in detail in the How to Push Software Using SCCM section) into the Issue Information (tech notes).
    
  • NOTE: Just like installing a program through SCCM for installation, it will often take an overnight maintenance cycle for the changes to appear. Users will not typically be in such a rush as someone requesting an installation, but performing Actions on the user's Control Panel > Configuration Manager is still an option for a faster resolution attempt.
    
    
• ... or, manually remote into the user's machine using Remote Control Viewer, access their Control Panel > Programs and Features / Add or Remove Programs with an administrative sign-in, and uninstall the program yourself.

✰ IMPORTANT ✰ - After 24 hours, SCCM is intended to run a script to automatically remove an added computer from the Uninstall collection; however, you may have to return to the Uninstall collection of the program and remove the added machine from the group if any technical issues occur, or the user reopens the ticket.

Removing from the Installation Collection

Open the CSDS Applications - Install folder, then search for the program you want to have removed. Double-click on the correct iteration of the program - it will take a moment to load, but it will pull up a list of all computers within that program's collection.

Search for the full number of the computer you want to have removed from the collection, and right click it when SCCM narrows down your search to just that result.

When the right-click menu fully loads, select the option with the blue minus symbol, designated Remove from Collection. It will ask you to confirm the removal. Click "OK".

• NOTE: If the computer has not been removed from the CSDS Applications - Install listed program, Software Center will consistently attempt to reinstall the program onto the listed machine during any overnight maintenance cycle, due to it registering as not installed as intended within the computing environment. Placing a program in the Installation collection tells SCCM to maintain a constant installation of the program regardless of what the user has manually requested. It is important for ticket resolution and user satisfaction that the computer in question is removed from the listed program in the Install folder, regardless of how the program is removed from the machine.

✰ Administrative Access Without Forcing a User to Log Out ✰ 

Manually uninstalling a program on a CSDS-managed machine usually requires you to remote into the computer, have the user log out, log in yourself with your credentials, wait for the desktop to prepare, then pull up Control Panel and initiate an uninstall.

You can access the Control Panel through an administrative sign-in using the command prompt of the machine, without logging out the user. This works for Windows 7, 8, and 10.

• While remotely accessing the user's computer, go to their Start menu.
• Perform a search for 'cmd' or 'command prompt'. Do not open it as-is; right-click the Command Prompt icon and click "Run as Administrator".
• This will prompt you through a UAC pop-up for CAS credentials. You should have administrative access on the machine as a Specialist; enter your credentials and click "OK".
• This will load for a moment before bringing up an Administrator: Command Prompt window, with C:\WINDOWS\system32> following the copyright information for the version of Windows installed on the user's machine. 
  • NOTE: If the window is only titled "Command Prompt", you do not have administrative access, and this shortcut will not work.

• After the > symbol, enter the following in the Command Prompt: control appwiz.cpl
• After another moment of loading, this will bring up the Programs and Features menu, now with administrative rights enabled. Ensure the program that you want to uninstall is selected, then uninstall it.
  • NOTE: Even if the user is on Windows 10, the Programs and Features menu should still look the same as below (the classic view, not the Windows 10 tiles view).

✰ IMPORTANT: ✰ Make sure that when you are finished assisting the end user that the admin-enabled Command Prompt window is closed, along with the admin-accessed Programs and Features menu.

Installing CSDS-Managed Printers With SCCM

Installing a CSDS Printer on a CSDS-Managed Computer

• Ensure you have the full and correct printer name. Users will often call in requesting access to 'that printer down the hall' or attempt to give a vague name or location in a Footprints ticket. Each CSDS printer has a very direct naming convention to make them able to be found for troubleshooting in their physical locations and to be added through SCCM.
  • CSDS printer names will start with "CSDS (underscore)...". e.g., CSDS_STEW_31_HP_4700_PCL. You can provide an estimate of where this printer is located by its naming convention - it's a CSDS managed printer, in Stewart Center, likely in or near room 31, with the make and model listed. It is important to have the full name of the requested printer, due to the request requiring Technical Coordinator approval; they will need to know exactly which printer is being added. If the user has called in a request, ask them to read out the full name of the requested printer, including underscores, for clarity. 
    • You can always have the end-user find the printer's full name in a coworker's Printers and Scanners menu, if they happen to already have it added.
• Ensure that you have the approval of the machine's Technical Coordinator. There needs to be written indication in the corresponding Footprints ticket that a TC has approved the installation of anything on a machine that they manage.

Open the Device Collections drop-down menu in the Assets and Compliance tab, then scroll to Cooperative Services-Desktop Support. Look for and click to open the CSDS Printers - Install folder, highlighted below in red.

This will give you a list of printers available to be installed.

• NOTE: If the printer is listed as "Cooperative Services-Desktop Support" under the Limiting Collection column, do not push this installation yourself, even with Technical Coordinator approval. Escalate the ticket to CSDS_SUPPORT.

You can perform a full search of the printer's name in the search bar. This should bring up the naming convention of CSDS Printer 1074-PRNTXXXX (print server name).

• NOTE: Printers are given two different names within CSDS's convention. One is internal; the 1074-PRNTXXXX number - end users generally do not know these names - and the CSDS_(building)_(etc) name. Knowing one will likely get you the other.

There will be a bar at the bottom of the search page that has the name of the selected printer. If you need to expand it to view its information, click the bar.

What it looks like when the bar is minimized (note that the computer bordered in red is also selected in the box below:

What it looks like when this bar is opened (note that CSDS Printer 1074-PRNT1847 is selected):

When maximized, this information box will grow upwards from the bottom of your screen.

This expanded box will contain a Comment that typically has the name of the printer that is visible to the end user. (e.g., performing a search in SCCM with either "PRNT1847" or "PMU_268" should bring up this printer in particular.)

To add the requested printer to a CSDS machine, right click on the listed asset, mouse over to Client Tools on Collection, then click Add Computers to Collection.

This will bring up an Add Direct Rules box. Confirm that you have the correct printer selected, listed at the top center of the Rules box.

Enter the name of the computer(s) that you want to have added to the collection in the first window, separated by the Enter key, and click "Start". You will receive a confirmation pop-up.

• NOTE: The confirmation window may appear to be broken, as it does not show the intended printer, regardless of what computer number is entered; this is a documented error. Proceed with the installation by clicking 'OK'.
  

The window will then display the results of the addition attempt. If it's successful, copy and paste the results (listed as shown in the third bottom-most box) into your Issue Information (tech notes) and mark the ticket as Resolved with an appropriate Customer Note.

• NOTE: As with all installations using SCCM, it may take an overnight maintenance cycle for the requested printer(s) to show up in their Available Software tabs.
  

Removing Printers From CSDS Machines

If the printer to be removed has an Uninstall collection, it is necessary that you add the CSDS computer to that collection before removing the CSDS managed computer from the printer's Install collection, or SCCM will denote the printer not being installed (when it's "supposed to be") and push it again automatically during the next maintenance cycle. This can cause user frustration and elongated ticket resolution times.

Unlike the majority of the processes used for uninstalling software, you should be able to find the partner uninstall deployment in the corresponding CSDS Printers - Uninstall collection folder.

Open the Assets and Compliance tab, then scroll down to Device Collections, then open the Cooperative Services-Desktop Support folder, and scroll down to the CSDS Printers - Uninstall folder. Click it once to propagate a small list of collections.

• In this example, the printer 1074-PRNT1847 is being removed. Ideally, the requested machine has also been removed from its Install collection, and the Specialist is now adding it to the Uninstall collection.

Search for the printer's name in the CSDS Printers - Uninstall collection. Note that it shows up in the "CSDS Printer - Uninstall - Help Desk" in the Limiting Collection column. This means that the CSC can uninstall it without any escalation.

Right-click the intended printer collection, and mouse over the Client Tools on Collection menu selection; click on Add Computers to Collection.

This will cause an Add Direct Rules pop-up box to load. Enter the name of the computer that you want the printer removed from into the top left-side box, and click "Start".

• NOTE: The confirmation window may appear to be broken, as it does not show the intended printer, regardless of what computer number is entered; this is a documented error. Proceed with the installation by clicking 'OK'.

The window will display the results of the addition attempt. If it's successful, copy and paste the results (listed as shown in the third bottom-most box) into your Issue Information (tech notes) and mark the ticket as Resolved with an appropriate Customer Note.

SCCM and Fonts

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 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 publish, 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.

• Adding a CSDS computer to a CSDS Fonts collection automatically installs the font(s) for use through the Control Panel, much like pushing a program through Software Center installs it; it is not necessary to remote in and install the font for them.

• It's rare, but if a requested font collection falls under the Limiting Collection of "Cooperative Services-Desktop Support", the request ticket must be escalated to CSDS_SUPPORT, regardless of VPPA_MARKETING_CONTENT approval.

✰ IMPORTANT ✰ A user requesting a licensed font must have approval from VPPA_MARKETING_CONTENT for the font(s) they want to have installed on their Purdue-owned machine. If a user sends a ticket directly to the CSC requesting one or more fonts, direct them to the Community Hub page for Purdue Brand Fonts, and to fill out the Purdue Brand Request Form through Qualtrics. The user will need to access this page with their BoilerKey. The link to the Request Form is shown below.

• Do not fulfill an end-user request for a font without it having been processed by Marketing and Media for licensing information.
• If the University computer with the fonts installed is transferred to another Purdue user, the customer/department must contact Purdue Marketing and Media via e-mail at contentmarketinghelp@purdue.edu to arrange an end-user transfer.

If a font is not included in the Brand Font Toolkit or the Community Hub catalog, it may be requested for download through SCCM, if available. Specialists can check which fonts are available for deployment to 1074 machines by viewing CSDS Fonts.

Open the Assets and Compliance tab, then scroll to Cooperative Services-Desktop Support. Look for the CSDS Fonts folder.

Search for the name of the requested font using the Search feature, located at the top of the SCCM console window.

Clicking Add Computers to Collection will bring up the Add Direct Rules box, which is more fully covered in the How to Push Software Using SCCM section. Confirm that you have the correct font(s) selected, listed at the top center of the Rules box.

Enter the name of the computer(s) that you want to have added to the collection in the first window, separated by the Enter key, and click "Start". You will receive a confirmation pop-up.

• NOTE: The confirmation window may appear to be broken, as it does not show the intended printer, regardless of what computer number is entered; this is a documented error. Proceed with the installation by clicking 'OK'.

Uninstalling a Font from a CSDS-Managed Computer

• NOTE: Unlike the Applications, Drivers, and Printers deployments, there is no "CSDS Fonts - Uninstall" collection.

If a user or VPPA_MARKETING_CONTENT ticket requests for a font to be removed from a CSDS-managed machine, the Specialist will have to remove the computer from the font collection list through the SCCM console prior to manually removing the font from the machine by remote access, otherwise it will continually push the font to the machine by SCCM's design. Many fonts, as listed above, are licensed and paid for on a user-by-user basis, and if a user leaves their department, the font can be removed from their machine as it is no longer in use.

Follow the same conventional steps as you would to add a CSDS-managed machine to a program or printer collection. You may also want to reach out to the user's Relationship Manager or Technical Coordinator to ensure the licensing information is taken care of; the CSC does not handle updating licensing information.

Due to licensing issues and restrictions, screenshots are not available of this exact process, but you can glean the information by the screenshots listed for removing programs and printers.

• Search for the font's name in CSDS Fonts. If it is under the Limiting Collection for "Cooperative Services-Desktop Support", do not proceed; escalate the ticket to CSDS_SUPPORT.
• Double-click on the font's name. It will bring up a list of all machines that have that font installed through SCCM.
• Find the name of the requested machine. Right-click on it to bring up a menu; look for the option "Remove from Collection". It should have a blue minus symbol to its left.
• You will receive a confirmation window to remove the selected font. Click "OK".