Terminal Services / Remote Computing

Terminal Services is useful for users who are working from offsite locations. Will support continue?

 Terminal Services (TS) is one form of virtualized desktop computing that TD has offered for users, often from offsite, needing access to their domain resources. CD also offers Terminal Services accounts. As we combine TD and CD services and identify duplication of effort, where appropriate we will look for opportunities to consolidate services in order to provide the best and most efficient level of those services.

 Over the past year and a half we have been working to expand virtualized computing to include the fully functional XP (and soon Windows7) workstation experience. As the migration proceeds, virtual machine (VM) users will be able to opt for an XP workstation VM or TS accounts on a CD supported server.

Off-Hours support -

TD personnel travel and sometimes need assistance at times which are locally off-hours. Some travelers currently have someone in TD that they can call in these instances. What about off-hours support?

 It should be noted that this is an issue that is shared by all of the laboratory. It is currently not practical to have a fully staffed, round-the-clock servicedesk but there is someone on-call after hours who can be paged to handle critical issues. We are aware that there may still be instances where this is not sufficient. We also know that some rely on the generosity of individual support people who are willing to deal with the problems on their own time. As we assess the need for this level of service lab-wide we would hope to find a creative way to sufficiently increase coverage, but unfortunately there is currently no formal substitute for those back-channel solutions.

Property Tracking -

CIS is currently responsible for tracking computer hardware. Will this responsibility be shifted to someone else or discontinued.

 For the foreseeable future, equipment tracking will continue to be supported by CIS as it has been. As the migration continues, and more is understood about this process, we may find ways to off-load this effort by utilizing tools being considered by CD.

Responsibility for TD printers and plotters -

CIS personnel are listed as custodian for many TD devices such as printers. Will these devices be transferred to remaining TD personnel?

 Custodianship of printers, copiers, and plotters will be transferred to administrative assistants responsible for the areas where they are located.  Administrative assistants will continue to be responsible for ordering supplies and consumables. They will also be the first point of contact for repair and maintenance issues. You may want to check with them before placing a ticket regarding those issues.  

Problems with print queues however,  as well as printing related network problems, will continue to be handled by CIS through the servicedesk.

Purchases and Installation -

What about review and purchase of new hardware and software?

 For the present purchases will continue by placing a servicedesk ticket which will be routed back to CIS personnel. We are exploring some exciting new ways to acquire standard computer systems with shorter delivery cycles and standard configurations.  CIS will still be available, as in the past, discuss your needs and and assist in preparing a requisition for suitable equipment, which will then be processed through the standard TD procurement process.  The new computer will be configured for you, delivered, and installed.

CAD/CAM and Machine Shop support -

The Machine Shops have to use CAD/CAM tools and transfer files to machines and sometimes outside vendors. Will we still be able to get help?

TD Specific Databases -

CIS currently supports many databases for various departments. How will the support of these databases be handled?           

Support of GetCert -

What is CD doing to make using kerberos easier on the Mac?

Servicedesk Issues -

1. IB1 has many important pieces of equipment which are supported by Decision1 with a 24 hour response envelope. Hardware support requests made to the servicedesk are routed back to CIS which can add to the response time. Can this be fixed to minimize delay? 
   All service requests, including hardware problems, should handled by the Service Desk. Part of the migration process is to make sure that all of the existing maintenance contract information regarding TD systems is captured and conveyed to the CD contract people so that when a ticket regarding a critical TD system is entered off hours, the responder has the appropriate information . If  needed, direct telephone requests can be made during business hours to the Service Desk either as the inital contact or as a follow-up.
   
   

2. Should hardware support requests for older or out of warranty items be channeled to CIS or go directly to Decision1 for assessment?
   All service requests should be routed through the Service Desk which will make the initial assessment based on any contract informaiotn that is available (see previous question). If there is no contract the ticked will be routed to CIS. If the incident needs to be handled by D1, information will need to be provided by the requestor regarding any T&M charges. 
   

3. The servicedesk request form on the web page has a 255 character limitation. This may not always be adequate to describe the problem. Is there some reason for this limitation? Can it be changed?
   There are two fields provided on the web form which are intended for a brief summary and additional notes about the problem. Although there is a 255 charcter limit in the "Summary" box, you add as much text as you need in the "Notes" box. You can also upload additional documentation using the "Add Details" button in the lower left of the request page. Once you get a ticket assigned you also have an option to provide more detailed information to the person assigned to the ticket who in turn can add more detail. Another option is that  once you have the ticket number, you can add detail yourself in an email as long as you include the ticket number in the “Subject:” field of the email.