Discussion

Difference between revisions of "User Support"

(Created page with "WikiCSCF:Who does what - Contacts WikiCSCF:WIKI Rebuild Project <br /> == User Support Staff Pages == [https://cicswiki.cs.umass.edu/index.php/WikiCSCF:Chris_Suppor...")
 
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== User Support Staff Pages ==
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==User Support Staff Pages==
 
[https://cicswiki.cs.umass.edu/index.php/WikiCSCF:Chris_Support_Pages '''Chris''']
 
[https://cicswiki.cs.umass.edu/index.php/WikiCSCF:Chris_Support_Pages '''Chris''']
  
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== Imaging ==
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==Imaging==
  
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====== [[WikiCSCF:Installing a Mac OSX System|Imaging Apple Machines]] ======
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======[[WikiCSCF:Installing a Mac OSX System|Imaging Apple Machines]]======
  
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== System Management Tools ==
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==System Management Tools==
  
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====== [[WikiCSCF:Jamf|Jamf]] ======
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======[[WikiCSCF:Jamf|Jamf]]======
  
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== [https://cicswiki.cs.umass.edu/index.php/Onboarding_Offboardning Onboarding Offboarding] ==
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==Onboarding Offboarding==
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<span class="mw-headline" id="Faculty_Onboarding_draft" style="box-sizing: inherit;"><big>'''Faculty Onboarding draft'''</big></span>
 +
 
 +
# '''Setup a call before''' to welcome them and explain who we are (CICS support staff and how we differ from campus IT) - conversation should be as free flowing and take notes.
 +
#* '''Welcome and What to expect''' - will be sending you a Welcome Email with details
 +
#* '''Questions to ask''' them - answers will lead the directions of your questions
 +
#** '''Ask how hands''' '''on''' they are with their systems - explain we have hardware/software support so they can focus on teaching and research. (Doing great things to make us shine)
 +
#*** they usually tell you what they have now or before - liked and disliked
 +
#** '''Ask OS preference''' - most start with startup packages (so I often find that out from Donna to know for sure. They can spend that $ as they see fit but it is limited funds
 +
#** '''Create public facing Faculty Profile page''' - help us - photo and content is needed. What we need will be in the first email we send out.
 +
#*** we will put up a place holder one until we receive information from you
 +
#* '''What to do when they arrive''' on campus
 +
#** Check in with us if needed? Help get on CICS or EDUROAM network or connect phone/devices
 +
#** Collect key to office?
 +
#** what else??? will update after I speak to VP this afternoon
 +
#* '''Ask if they have any questions'''
 +
#* ***** follow up with an email of what was discussed and what the decided plan is
 +
# '''Possibly before you call''' (or soon after)
 +
#* account status - use campus (check exchange or google) and forward from CS to UMASS. Ryan agrees they can decide which they want to use.
 +
#* space/keys/phone (now no need to do much, could ask if they want a number and phone would be connected to their campus NetID - can explain it is a Microsoft Teams Calls now
 +
#** https://www.umass.edu/it/next-gen-calling
 +
#* startup package - who talks to him about equipment purchases - Steve usually takes care of that - who should that be for the new group in the fall?
 +
# ??????
 +
 
 +
<span class="mw-headline" id="Staff_Onboarding_draft" style="box-sizing: inherit;"><big>'''Staff Onboarding draft'''</big></span>
 +
 
 +
<span class="mw-headline" id="Offboarding_Notes" style="box-sizing: inherit;"><big>'''Offboarding Notes'''</big></span>
 +
 
 +
* Figure out the Accounts and Equipment assigned - make any notes to discuss or add to the email you send out. Canned message - you already have and use now (keep updating as needed)
 +
** I prefer doing this in person so you are sure you are both on the same page and you can look at their system to answer any questions they may have
 +
*** Phone calls or Zoom meetings are also options - Email is fine if preferred (start with that in most cases.
 +
* review campus page: https://www.umass.edu/it/accounts/informationemployeesleavingumassamherst
 +
 
 +
<span class="mw-headline" id="Termination_Process" style="box-sizing: inherit;">'''<big>Termination Process</big>'''</span>
 +
 
 +
* '''Work with CICS HR staff''' - determine type of termination (normal or immediate)
 +
** normal - employee's Campus accounts is removed in 7 days
 +
** immediate - Campus IT (it@umass.edu) will need to be notified if it needs to be immediate
 +
*** '''Dept. Head or Manager''' should send the request & start a discussion/plan
 +
*** 24 hours notice appreciated
 +
*** request an auto-reply be setup and what it should say
 +
* We need '''username''' as well as '''date/time''' - run script to gather information to see what accounts they may have
 +
* Decide a plan for CICS steps
 +
** '''Account''' - change password and disable CS account (can no longer login) - ipa as admin
 +
*** [https://cicsipa2.cics.umass.edu/ https://cicsipa2.cics.umass.edu] - there is a disable option
 +
*** also remove squall access - old ldap server
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*** disable ANY local desktop/laptop accounts
 +
** '''Building Access''' - remove after hours building access - dooraccess@umass.edu (Jamie/Terrie have access)
 +
** '''Mailing Lists''' - remove from mailing lists - Andy can help
 +
** '''FM Access''' - remove FM group access in cicsipa1/2 server
 +
** '''Web Profile''' - unpublish web profile page
 +
*** <nowiki>https://cs.umass.edu/user</nowiki> - Drupal Admin permission needed - Andy can help
 +
*** also notify communications@cs.umass.edu to remove on new server too
 +
** '''Auto-Reply''' - set an auto-reply if use CS account
 +
 
 +
<br />

Latest revision as of 14:20, 10 July 2024

WikiCSCF:Who does what - Contacts

WikiCSCF:WIKI Rebuild Project


User Support Staff Pages

Chris

Andy

Paul

Imaging

Imaging Apple Machines

System Management Tools

Jamf

Onboarding Offboarding

Faculty Onboarding draft

  1. Setup a call before to welcome them and explain who we are (CICS support staff and how we differ from campus IT) - conversation should be as free flowing and take notes.
    • Welcome and What to expect - will be sending you a Welcome Email with details
    • Questions to ask them - answers will lead the directions of your questions
      • Ask how hands on they are with their systems - explain we have hardware/software support so they can focus on teaching and research. (Doing great things to make us shine)
        • they usually tell you what they have now or before - liked and disliked
      • Ask OS preference - most start with startup packages (so I often find that out from Donna to know for sure. They can spend that $ as they see fit but it is limited funds
      • Create public facing Faculty Profile page - help us - photo and content is needed. What we need will be in the first email we send out.
        • we will put up a place holder one until we receive information from you
    • What to do when they arrive on campus
      • Check in with us if needed? Help get on CICS or EDUROAM network or connect phone/devices
      • Collect key to office?
      • what else??? will update after I speak to VP this afternoon
    • Ask if they have any questions
    • ***** follow up with an email of what was discussed and what the decided plan is
  2. Possibly before you call (or soon after)
    • account status - use campus (check exchange or google) and forward from CS to UMASS. Ryan agrees they can decide which they want to use.
    • space/keys/phone (now no need to do much, could ask if they want a number and phone would be connected to their campus NetID - can explain it is a Microsoft Teams Calls now
    • startup package - who talks to him about equipment purchases - Steve usually takes care of that - who should that be for the new group in the fall?
  3.  ??????

Staff Onboarding draft

Offboarding Notes

  • Figure out the Accounts and Equipment assigned - make any notes to discuss or add to the email you send out. Canned message - you already have and use now (keep updating as needed)
    • I prefer doing this in person so you are sure you are both on the same page and you can look at their system to answer any questions they may have
      • Phone calls or Zoom meetings are also options - Email is fine if preferred (start with that in most cases.
  • review campus page: https://www.umass.edu/it/accounts/informationemployeesleavingumassamherst

Termination Process

  • Work with CICS HR staff - determine type of termination (normal or immediate)
    • normal - employee's Campus accounts is removed in 7 days
    • immediate - Campus IT (it@umass.edu) will need to be notified if it needs to be immediate
      • Dept. Head or Manager should send the request & start a discussion/plan
      • 24 hours notice appreciated
      • request an auto-reply be setup and what it should say
  • We need username as well as date/time - run script to gather information to see what accounts they may have
  • Decide a plan for CICS steps
    • Account - change password and disable CS account (can no longer login) - ipa as admin
    • Building Access - remove after hours building access - dooraccess@umass.edu (Jamie/Terrie have access)
    • Mailing Lists - remove from mailing lists - Andy can help
    • FM Access - remove FM group access in cicsipa1/2 server
    • Web Profile - unpublish web profile page
      • https://cs.umass.edu/user - Drupal Admin permission needed - Andy can help
      • also notify communications@cs.umass.edu to remove on new server too
    • Auto-Reply - set an auto-reply if use CS account


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