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 'installation' because you are directing the SCCM program to push software to a workstation connected to the Software Center environment, and given permission to install through that platform. It's not like remoting in and approving an installation through an admin password.) 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.
Viewing SCCM as a Specialist
All Specialist computers should have a copy of what is bundled 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 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 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'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. 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. Escalate the ticket to CSDS_SUPPORT as you would any escalated service ticket, 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 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.
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.
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. 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 a documented affirmative response to a queried 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 on 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).
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, or security concerns.
Pushing Software to 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 these computers appear in the search results, it means that they should already have the requested program pushed to them.
- 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.
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 log this window's information if an escalation is necessary.
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