CRS Quick Reference Guide

Transcription

1 CRS Quick Reference Guide /4/2009 1

2 1. Infinite Campus 2. Telephone Helpdesk Technical Questions (computer issues, passwords, wireless, etc.) Staff Jill Brenton Helpdesk Supervisor / Network Assistant Brian Wood Helpdesk / Senior Technical Support Specialist Mahitha Naghichetty Helpdesk / Technical Support Specialist Jen Schaefer Helpdesk / Billing Specialist Dave Irby Infinite Campus / Support Services Manager Amanda Moore Infinite Campus / Technical Support Specialist Glen Meek Infinite Campus / Technical Support Specialist Dennis Abramczyk Telephony / Voice System Analyst Jill Whitaker Telephony / Senior Telecom Specialist 2

3 Table of Contents 1. Progression Chart 2. Ticket System Information needed Priorities Notes 3. Imaging Image Location Basic Instruction Good Practices 4. Infinite Campus 5. Moodle 6. Purchasing 7. Server / Network Wireless Network Closets Switches Printers Novell Access Drive Mapping 8. ITAM Installation Website 3

4 30 Days Registering a computer Entering in a ticket Installing ITAM Access Server Drives Groupwise 60 Day Imaging Ordering / Bids Netsupport Reinstallation of software 6 Months Basic Hardware installation Basic Troubleshooting HP Chat Budgeting Progression Checklist 4

5 Ticket System Entering a Ticket 1. Under Request Type, use the drop down box to as specific as possible on the issue. a. Some issues will have a Related FAQs attached to the type. This section offers some frequently seen fixes for similar issues and should be followed before completing the ticket. 2. Under Priority, determine the urgency of the tickets. 5

6 3. Put in a Subject header, need to be short but descriptive. 4. If putting in a Tech Order, enter in the Account Code that needs to be billed, if different from account code on file. 5. The Serial Number should be entered for all tickets that are for single devices. 6. The Contact Info should be for the primary contact for the techs and Helpdesk 7. Attachments are used if you want to add in reports, screen prints, etc. 8. The Location is where the actual computer/printer is located. 6

7 Priorities Notes a. Low (4 weeks) suggestions for future projects or research. Example: New software for the next school year. b. Medium (5 days) Default. Most tickets will fall into this. Example: New software needs to be installed in lab. Computer upgrades. c. High (1 day) Negatively affecting class instruction. Example: Missing student files. Administrator computer down. d. Urgent (4 hours) Issues that need to be addressed in about an 1 or 2 hours. Example: Computer lab is down. Administrator computer is down during a meeting. Put in as much relevant information in as possible, some examples: a. Troubleshooting steps taken b. Entire error message(s) c. Name and model of machine(s) d. Exact name of software requested Providing all of the prudent information will expedite tickets to either the correct tech or the proper solution. o Some examples: Deleting Computer Names: Full name of computer Is it a student or a staff machine? File recovery What is the path of the file that needs to be recovered What is the name and format of the file What was the last good date? It has to be at the end of the day as the backup runs at night Printer add-on IP address from the configuration page of the printer Model of the printer Name or location of the printer 7

8 Software installation Exact name of the software needed, including version number What machines need the software (exact number for licensing) Computer crashing What is being done when the crash occurs Has anything new been introduced when the crash started (ie. new program, new equipment, upgrade) Are there any error messages that come up before or after the crash 8

9 Imaging Image Location: \\stc_images_svr\images Don ts Create your own image Use Direct Broadcast Ghost over the wireless connection Imaging Directions On your computer 1. Make sure wireless is turned off on host computer and connected to a network cable. 2. Copy the appropriate image to your computer/external hard drive. Make sure to check the change-logs for included software and fixes. 3. Launch GhostCast Server. 4. Make sure Restore Image is checked. 5. Enter Session Name. 6. Click Browse to find the image then click Open. 7. Click Accept Clients. 9

10 On the computer to be reimaged 1. Put the thumb drive in machine to be imaged and start machine. If the computer is a laptop hit F9 when computer begins to start up. Choose USB Device when window shows up. 2. 1st Screen: Microsoft Windows 98 Startup Menu Choose the appropriate network card Most will be #4 (Broadcom B57) For the laptop model 6715b, use #6 Press Enter 3. 2nd Screen: About Symantec Ghost Press Enter 4. 3rd Screen: Symantec Ghost 11.0 Arrow to GhostCast Choose Unicast for one or two machines Choose MultiCast for 3 or more machines NEVER USE DIRECT BROADCAST Press Enter 5. 4th Screen: GhostCast Session Name to Join Enter session name. Press Enter 6. 5th Screen: Select Local Destination Drive Arrow down to choose #2 (largest drive) Press Enter 10

11 7. 6th Screen: Destination Drive Details Tab to Ok and press Enter 8. 7th Screen: Questions (Proceed With Disk Restore question) Tab to Yes and press Enter 9. Pull out the thumb drive On your computer 1. Hit Send on Ghostcast Server (If doing an entire lab, call the help desk and let them know. Once the process has started you must unhook the switch from the wall to further isolate your ghosting and prevent accidental network outages throughout the rest of your building). 2. Before or while machine is being imaged, Kevin Burlison with the name of the computer you are imaging to remove it from Zen (if a new computer, skip to #3). 3. Once the machine is imaged, name it and register it, then Kevin back with the name of the computer. 11

12 Infinite Campus Infinite Campus is a database system to manage student records and information. This system is designed to help teachers and staff members manage student attendance, grades, schedules, and much more. Main Contact line: option 1 In order for Infinite campus to run correctly, Java 1.5 needs to be installed. Other versions of Java can be installed, but version 1.5 is what the Infinite Campus website needs. Installation file is located at: I:\PC_Setup\Applications\All\Java File is called: jdk-1_5_0_11-nb-5_5-min-ml.exe 12

13 Moodle This is the District s open discussion forum for everyone to use. (outside of district) pvc (inside of district) Username and password same as Novell Subscribed sections: ITAM Q & A CRS Forum In order to access subscribed sections, you will need the Enrollment Key. For the key, contact the Helpdesk. 13

14 Purchasing Computer Orders Placed once a month (15 th ) Requested thru ticket system o Info to be included: Model, Quantity, Purpose/Use, all necessary software needed, & Account Code (if an account code is not given, we will bill the one we have on file for your school) District Approved Software Orders Placed once a month (15 th ) Requested thru ticket system o Info to be included: Name of software, Quantity, Purpose/Use, & Account Code (if an account code is not given, we will bill the one we have on file for your school) Non-District Approved Software & Hardware Orders Request thru ticket system Fill out the New Initiative Form (located on the Technology website) Helpdesk Supplies Requested thru ticket system o Info to be included: Item name, Description, Quantity needed, & Account Code (if an account code is not given, we will bill the one we have on file for your school) Helpdesk will send the item requested on the same day depending on the inventory. Ticket is updated with the information. Items not listed on the hardware price sheet are not carried by the Helpdesk and will need to be ordered through the school budget or department secretary. Memory Orders Requested thru ticket system o Info to be included: Model of computer, current RAM in computer, what you want to upgrade to, Purpose/Use, & Account Code (if an account code is not given, we will bill the one we have on file for your school) 14

15 Projectors/Document Camera Orders Ordered as part of a district-wide bid process o Date(s) will be determined by Desktop Support Manager Requested thru ticket system o Info to be included: Model, Quantity, Purpose/Use, & Account Code (if an account code is not given, we will bill the one we have on file for your school) SmartBoard Orders SmartBoard requests involving wall installation (Models A & B) should be coordinated through Tom Swoboda. All other approved models and accessories may be ordered through a purchase order to CSD-Business Services (Vendor # ) by the school or department budget secretary. Billing Journal Vouchers (JV s) Tech Order Tickets are billed once a month through a journal voucher. The original JV will be sent to Finance by Technology for processing. A copy of the JV will be sent directly to the CRS for his/her review. Please give a copy to your budget secretary for record purposes only. Do not resend to Finance. The account code on file will be used unless a specific account code is entered into the ticket for billing. 15

16 Server/Network Wireless Secure Network that is District wide using Radio Ports monitored by Technology Department a. Requires a code from Network Manager Parkway equipment has the code built into image b. Staff members only using Parkway purchased equipment. c. Guest accounts must be set up for vendor or sport related usage Please put ticket in for requests giving 24 hour notice and Guest Accounts will be set up d. Room location of Radio Port List is on Intermapper. Network closets a. MDF - Main wiring closet b. IDF - Additional closet within buildings c. Locations There are maps at every school showing the location of the closets. d. Intermapper These programs allows the Help Desk to monitor the building closets and our network through a screen. When a switch goes down, the Help Desk is notified immediately and the school is called for troubleshooting. If additional repair is needed, the Network personnel will take over. e. Contents Network rack which holds the HP main switch and additional switches, patch panel which brings drops from the classrooms to the closet, telephony equipment, UPS (Uninterrupted Power Supply) equipment, and video camera equipment. Switches a. Loopbacks A loopback is created when both ends of one ethernet cable is plugged into the same switch. This will cause heavy traffic in the network closet switches and take down the building. Another source would be imaging computers through the network switches. Please contact the Help Desk if you believe you have a loopback in your building. 16

17 Printers a. List of Printers for your building can be found in your internet browser under printers and paprinters (student printers). b. Adding a printer Go to printers in your internet browser and find the printer that you want to add. Double click on the printer. If the iprint Client needs to be updated you can select this at the top right hand corner of the page. Once the iprint Client is up to date. Double click on the printer again and click OK to Install. When the installation is complete, you will see a window to acknowledge. Click OK and the printer is ready to go. c. Setting or Changing the Default Printer You can choose the Default Printer when you add the printer or you can go to Printers & Faxes in the Control Panel and right click on the printer and select Set as Default Printer. d. Clearing Print Queue-Every user has ability to clear print queues by going to Start/Print and Faxes and double click on printer. Go to File and select Cancel all Documents. Basic Troubleshooting a. Reset IP If the printer has lost the assigned IP address, open IE and type in current printer s IP address. b. Printer information will open and select TCP/IP Tab. Select Manual for IP and change IP address to correct one. Select Save. Re-enter the correct IP in IE and the printer will open. c. Cold Reset This is different on every model of HP printers. If a network printer is have trouble printing then a Cold Reset may be needed to refresh the IP address from the printer. See Technology web site for instructions on performing a Cold Reset on several HP models. d. Configuration Page When setting up a new printer, you will need to print the Configuration Page to obtain the printer s IP address so that Technology can manage the printer. This is different on every model printers. Check the manual that came with the printer or check website for manufacturer on directions to printing the Configuration Page. 17

18 Novell Log In There are two options for logging into our network. The first option is the full log in without checking the box for Workstation Only. When the user logs in this way they will have full access to the network including all network drives assigned to them. The first example shows the log in box and the network drives assigned: Unchecked Workstation only Double click on My Computer icon and you will see this. These Network Drives are each covered in the next section. 18

19 The second log in option is to check the box Workstation only and log in. The only difference is no Network Drives will be mounted and you will not have access to the Network. The example below shows the difference when you log in this way: Checked Workstation only You must check Workstation only if you log into your computer outside the District. 19

20 Network Access You will have full access when logged in correctly to your personal K drive and your school drives. Changing Novell Password To change password, select Ctrl/Alt/Delete keys on the keyboard and window will open. Select the Change Password Button. Fill in the old password and enter the new password twice. Click OK. Locking Workstation To lock your workstation, select Ctrl/Alt/Delete keys on the keyboard and window will open. Select the Lock Workstation Button. Your workstation is now locked. You will have to re-enter your password to unlock your workstation. You do not have to close any applications before locking your workstation. This is recommended if you leave your desk for any amount of time. Drives Staff a. H drive (Workgroup) This drive is for school collaboration and has a 10 GB space limit. You can create private folders within this drive. You will need to contact the Network Manager to set up private folders. The CRS can create folders and all staff has full access. It is the CRS s responsibility to keep this drive cleaned up and to make sure that old items are removed. b. I drive (District) This drive is for CRS collaboration and information. All District applications are stored in PC_Setup giving the CRS access to download. This drive is also for District collaboration information. Technology has full access and is responsible for what goes into this drive. You will need to contact the Network Manager or Support Staff Manager- Desktop to set up any information. c. K drive (Personal) This drive is for individual storage of work related files and has a 1GB space limit with no exceptions. Every staff member has this drive and it is their responsibility to 20

21 keep this drive below the allotted storage limit. No personal files, pictures or videos should be stored on this drive. d. L drive (Teacher s access to Student folders) This drive is for Teachers to access their Student s work that was put in the Drop Box folder during class time. These files are deleted at the end of the school year. Student Secondary Only a. K Drive (Personal) This drive is for Student individual storage of school related work only and has a 300MB space limit. These files are deleted at the end of the school year. b. L Drive (Teacher) This drive is for Students to place their work into their teacher s individual Drop Box. Students should always copy their work into their K Drive first and then place a copy in the Drop Box. Once it is put in the Drop Box, the student will not be able to access it to change it or delete it. These files are deleted at the end of the school year. c. M Drive (CTE) This drive is for CTE Students only and it is where applications are stored that are assigned to students in PAUSERS. d. S Drive (CTE) This drive is also for CTE Students only and it is a shared drive that is assigned to students in PAUSERS. Student Elementary Only a. Elementary students log into the lab or pod computers using their log in that was assigned by the CRS at the beginning of the year. An example would be HIG5B. This stands for <School Code><Grade><Teacher> or High Croft 5 th grade Teacher B. The teacher or CRS have full rights to these accounts and can create or delete files or folders. These files are deleted at the end of each school year and again at the end of summer school. 21

22 Network Backup Files a. Drives The Network is backed up Monday through Friday for all Drives in the evenings after 6:00 pm. We can restore files from previous Backups. To request a file restore enter a ticket in Tech Help. You will be notified when the file and/or files are restored. b. GroupWise GroupWise is backed up every day in the evenings after 6:00 pm for all Inbox mail, Documents or Cabinet mail, Calendar & Sent Items. No mail put in the Trash can be restored. Updates To update the below applications you must be logged into the Network with an I drive mounted. Go to Start, then Run and type in the corresponding I:xxx The application will start to install and give you a window when it is finished. Novell Type I:acu GroupWise Type I:gw7 or I:gw8 (newest version) Zenworks Type I:zen Installing Applications To install other applications that are needed go to the District Drive (I) under PC-Setup/Applications. Some applications are Pay per Copy and if you install them you must enter a ticket in Tech Help in order for the license to be ordered and your school to be billed. 22

23 ITAM ITAM Direct is the District s asset management system. The system allows us to track the status of all your Parkway hardware and software assets. This asset management system requires that an agent be installed on the computer to assist in tracking the status of the workstation. The agent runs in the background and will not be seen by the user. This agent is required on all Parkway owned workstations. Installation file: I:\PC_Setup\Applications\Specialty Apps\ITAM Essentials\ESetup.exe How to determine if ITAM has already been installed: Open Windows Task Manager Find cagent32.exe ITAM login: 23