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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' software is colloquially used by ITaP instead of just an 'installation' due to how the Specialists are directing the SCCM program to 'push' a piece software to a workstation connected to the Software Center environment, and given permission to install through that platform. It's not like remoting in yourself and approving an entire installation through an admin password. SCCM handles the direction and installation of all programs that 'flow' through it.

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.

It is incredibly important to state how much weight an uninformed misuse of SCCM has on Purdue's computing systems, and how accidental operation of the program can potentially result in a work stoppage across the entire University.

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

Viewing SCCM as a Specialist

All Specialist computers should have a copy of what is bundled in a file folder as Microsoft System Center 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 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 install software through SCCM onto your own computer; it is how updates to existing programs and new software is installed, and is client-facing.

Configuration Manager Console

This program 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 and all users within the ONEPURDUE domain for every supported IT department within the University. However, CSC and CSDS environments will only use clearly defined parts 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, escalation.

As of March 1, 2019, the SCCM environment should look like this when opened, and the Assets and Compliance tab is 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: The CSC will never need to access the Software Library, Monitoring or Administration tabs in SCCM unless explicitly directed. 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 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 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):

✰ 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 and Compliance tab of SCCM, you can also click on one of the expanded Navigation Index links to take you directly to the Device Collections listed above; however, it won't take you directly to the CSDS environment, 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.

"Limiting Collection" - Immediate CSDS Escalation

✰ 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. 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. CC: the TC on the ticket with a permissions request, then escalate the ticket to CSDS_SUPPORT as you would any escalated 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 you are unsure whether or not a program is meant to be installed by yourself or by CSDS, ask a Desktop Support Specialist. )

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.

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.

  • 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.
    • NOTE: You may want to consider pinning this program to your task bar, as it is frequently used during a Specialist's work day.


Technical Coordinator Approval

All computers within 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.

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 updated, albeit not frequently; ensure you have the most up to date 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 (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 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 Specialists attempt to handle tickets with a 24 hour 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.

  • If a user insists that they 'just spoke with their TC and they already approved' any installations, be cordial, and explain that 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 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.
  • 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's 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 direct name or alias of their Technical Coordinator; ensure that you have the user's full departmental information 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 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 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.

The Specialist will first need to ensure, as previously covered:

  • ... that the software is 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.

Requested Software Not Listed in SCCM

You may receive ticketed requests to install software that does not show up as approved and pre-packaged in Software Center.

NOTE: ✰ You cannot manually authorize the installation of any program to a 1074 machine, 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 UAC to authorize an update when attempting to use it. The SCCM administrators are ideally kept up to date when critical programs are updated, and can react accordingly through SCCM dispersed updates during inactive hours.

If a user requests unapproved software, they are to be given the option to continue with the process by which software is requested for packaging through the Customer Note in Footprints. Inform the user that the software they want is not currently available for installation through SCCM. The ticket can be sent to their Technical Coordinator requesting 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, you will need to CC the user's Technical Coordinator for approval, and once it passes their approval, the request is sent onto the SCCM system administrators for review. Most users will move to dismiss the ticket once they are informed of the time involved and processes required. Some requests will be automatically turned down due to incompatibility with existing programs, existing programs already serving a need despite not being preferential to users, or security concerns.

Installing Software on a 1074-XXXXX Machine

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

After you have TC approval and the correct machine name, and have ensured that the program, printer or driver is denoted as "CSDS All Systems - Help Desk", you may proceed with the software push.

  • Locate the CSDS - XXXX folder that you need to open, as listed above; CSDS Applications - Install, CSDS Applications - Uninstall, CSDS Drivers - Install, CSDS Drivers - Uninstall, CSDS Fonts, CSDS Printers - Install, and CSDS Printers - Uninstall.
    • If the ticket requests software, look in the folder Applications - Install.
    • If the ticket requests drivers for a peripheral, look in the folder Drivers - Install.
    • If the ticket requests a font package, look in the folder Fonts.
    • If the ticket requests a CSDS managed printer, look in the folder Printers - Install.

How to Read SCCM 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 it being 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 escalated to CSDS_SUPPORT. The desktop installation of Skype is a CSDS All Systems - Help Desk program, which means that, with TC approval, you may install it yourself and mark the ticket Resolved.
  • The member count, outlined in Orange, indicates how many computers within the CSDS environment have this program assigned to be installed.
  • The bottom center portion of the SCCM window has this 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.

Double-clicking the desired program listed in the search results will show you the populated list of all computers that have been approved to have (in this instance) 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 names.
  • 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.

How to Push Software Using SCCM

At this point in this article, you should have the knowledge of how to find a requested program in SCCM. This section will explain how to add a requested computer to the list of supported machines underneath the populated list.

Installing software, drivers or printers through SCCM seems like a backwards process - finding the program and adding the 1074-XXXXX computer to it, instead of finding the computer and adding the program. However, the act of pushing software to a computer is often the easiest part of the entire process; 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, 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 the Client Tools on Collection, highlighted above in Red.

When mousing your cursor over 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 Specialist operations.

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

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

If the box doesn't show up as an overlay over the SCCM window, it can be found by clicking the blue box with a white arrow and underscored line icon in your toolbar.

Click into the Computer List box, and enter the 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.

Clicking Start in this dialog box, designated the Add Direct Rules box, will open 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 third, bottom 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 software has already been added to this computer. 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 secondhand 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 entirety of the information listed in the bottom box (with timestamps) 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 Direct Rules 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. 

  • NOTE: Users will typically expect the pushed program to appear on their machine instantly once they receive a confirmation/Resolved email stating it has been sent through Software Center. Keep in mind to not overpromise 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 properly until a maintenance cycle. If enough acceptable time has passed (2-3 business days) and the requested program still has not shown up in the user's Software Center as installed, you will need to remote in and troubleshoot as to why or why not.

Urgent or Rushed Requests - UNCOMMON

If a user has specifically 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 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 Configuration Manager will open the 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 un-greyed-out Run Now will force the Configuration Manager to update its most current policies and deployments, checked against the System Center Configuration Manager's information.

Uninstalling Software Utilizing SCCM

WIP - 12:30PM

Installing Printers and Drivers Utilizing SCCM

WIP - 12:30PM

Customer-Facing Software Center Application

As administrators, Specialists will have access to SCCM and Software Center. End users will only have access to Software Center. Confusing the two programs in your tickets will 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 is what 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 to the left - 

  • 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 to 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 themselves 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.

Click one of the icons of the existing programs in the Applications menu. This will shift the existing Software Center menu to one focusing entirely on the selected program, driver or printer.

  • 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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