Atmoswiki

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====Help with Information Technology (IT) Issues====
===IT Problems===
  - Look over the [[http://atmoswiki.aero.und.edu/atmos/home#information_technology_it|department's wiki page]] or the [[http://helpdesk.aero.und.edu/Technical%20Services/faq.aspx|Aerospace FAQ page]] for a solution.
  - Use an Internet search engine to search for an answer.
  - If after spending 10-15 minutes with no results on your own, ask a colleague if they know the answer.  You may always stop by or send an email to the IT committee chair, David Delene, with your question; however, David's fee is that you write or modify a department wiki page with the solution he shows you.  
===IT Requests===
If the request requires an immediate resolution such as the software license server being down, call the help desk at 777-4357.  Otherwise, complete help request by using this [[https://und.teamdynamix.com/TDClient/2048/IT/Requests/TicketRequests/NewForm?ID=MoPnJdDjdS0_&RequestorType=Service|shortcut link]] or using the following steps:

    1. Go to https://und.teamdynamix.com/
    2. Select Client Portal
    3. Sign in at top right
    4. Select services at the top of the page
    5. Select Computer, Device and Printer support
    6. Select Desktop and printer support
    7. Select request service
    8. If you need help with a workstation or server running Linux, make sure to include the word "linux" in the description.

    • If the description includes the word linux, it will route to the Aerospace systems team.
    • If the description does not include the word linux, it will route to the Aerospace help desk.

You can also send an email to helpdesk@aero.und.edu (free feel to cc delene@aero.und.edu on the email) and they will enter the request in the ticket system.

===Example Request:  New student access to Airborne Drive===
  * Use the [[https://und.teamdynamix.com/TDClient/Requests/TicketRequests/NewForm?ID=G-vikQCSiFk_|shortcut link]].
  * Under "Short description of problem" put in "Linux - aero-airbone user".  Important to put "Linux" in this subject line. 
  * Under "Detailed description of problem" put in "Please add new student, Student's Name, to the aero-airborne group in the Identity, Policy, and Audit (IPA) system to enable access to airborne drive (/nas) files on the Aircraft server."
  * Complete the additional required information and submit.

===Appropriate Requests===
  * Hardware failure on Aerospace supported computer systems.
  * Installation of new software available on install medium.
  * Activation of network ports.
  * Replacement of printer ink cartridges.
  * Ordering and set up of new computer systems, including linux systems ([[http://atmoswiki.aero.und.edu/atmos/linux#setup_of_a_new_linux_system|see Wiki]])

===Un-appropriate Requests===
  * Fixing software issue that resulted from your hacking (making custom changes to) your system using administration access.
  * Request to install software from source code.
  * Request to support hardware that was not approved by the Aerospace Scientific Computer Center (SCC) before being purchased.
  * Request to help with or debug computer code that you wrote.

SCC has many request to take care of and servers the whole Aerospace College.  You can not expect to have their complete attention.  If you find the time to complete your request is too long for your needs, you are welcome to do most IT tasks yourself.  IT chair, David Delene, is willing to help you with many IT tasks, if you want to learn.  However, remember that if you do mess something up, don't expect SCC to fix it for you.  Your only option in this case is to figure it out without help from SCC, or have SCC wipe the system and start over.  To have SCC complete tasks for you requires planning, especially during busy times of the year (e.g. start of Fall semester).

===Appropriate Amount of Time for Requests===
  * A request that takes about 15 minutes of real time to complete should be given a week.
  * A request that takes 30 minutes or more should be given at least two weeks.
  * Ordering and setting up new computer systems takes 6-8 weeks.

===No Response to your Help Desk Request===
For large items and some network issues, the help desk will generate a trouble ticket.  However, for smaller items, requests are grouped together with other Atmospheric Science request in one large trouble ticket and you will not get a trouble ticket email.  With or with out a trouble ticket, you should get a response from SCC within 48 hours.  If you do not, you should do the following.
  - Send an email to IT chair David Delene (delene@aero.und.edu).  David will look into the matter and start documenting the issue on the department's Wiki page.
  - If you do not get a reply from David Delene with in 24 hours, send an email to Gretchen Mullendore and she will look into the issue and document it on the department's Wiki page.
  - If you do not get a reply from Gretchen with in 24 hours, send an email to Mark Askelson.

The above process should also be followed if SCC states that they will complete the requested task in the time period requested and fails to do so.


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