19. CONTACT LOSEYE@PURDUE.EDU FOR ANY CHANGES. - LL

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

Viewing SCCM as a Specialist

All Specialist computers should have a copy of System Center Configuration Manager 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 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.
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 be 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 February 28th, 2019, the SCCM environment should look like this when opened, and the Assets and Compliance tab is selected by default.

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 changes in these monitored environments will very likely have an effect on Purdue's entire computing environment, not just CSDS. 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. 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 hyperlinks 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. These programs require privileges or permissions that the CSC does not have. 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. Escalate the ticket to CSDS_SUPPORT and inform the user that the ticket has been forwarded to the correct support group in the Customer Note.

_{( ✰ 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.

Technical Coordinator Approval

All computers within the CSDS environment are managed by Technical Coordinators. Better known around ITaP as a "TC", Coordinators are responsible for their users' digital environments - signing off on software to be installed, communicating with service managers, working with end users, 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, through the Authorized Person List.

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. This is usually done through Footprints, for record-keeping and ticket tracking.

If a user insists that they 'just spoke with their TC and they approved' any installations without the presence of a TC, be cordial and explain that an email 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.
If a user calls in through the help line and the 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.

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 their 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 their copy of SCCM.
- 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. Escalate the ticket to CSDS_SUPPORT, and inform the user in the Customer Note that their ticket has been escalated to the proper support team for assistance.
that their departmental Technical Coordinator has authorized the installation by documented affirmative response to a queried email, attached to the Footprints ticket via CC.

System Center Configuration Manager (SCCM) - Installing Software