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?
The
importance of the specific needs
of the Machine Shops is understood.
This support
will continue as usual
for the time being using the servicedesk. An overall solution will be
found which will insure that all of functions of the shops are
addressed.
TD Specific Databases -
CIS currently supports many databases for various departments. How will the support of these databases be handled?
It has been suggested that TD department representatives consider meeting individually to discuss their specific needs. We encourage that level of involvement as it will certainly help produce the most effective outcome.
Support
of GetCert -
What
is CD doing to make using kerberos easier on the Mac?
Servicedesk Issues -
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.
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.
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.