Support Guide for CCS Service Desk. Banner Document Management (BDM)

Transcription

1 (BDM) Support Guide for CCS Service Desk 1

2 Table of Contents Overview 3 1. Process Details 1.1 BDM Security BDM Functional Specialists The Format of the Request BDM Related Banner Classes 5 2. Adding Users to BDM 2.1 Who Submits the Request How is the Request Submitted The Process 6 3. Removing User From BDM 3.1 Who Submits the Request How is the Request Submitted The Process 8 4. PC & Browser Configurations 4.1 Supported Browsers Active X Components Interactive vs. Thin Client Mode Active X Component Detection Active X Component Installation Checking Installed Components Local Intranet Sites Safari bit vs. 64 bit Internet Explorer Adobe Reader Configuration 14 Appendix A 19 Appendix B 20 Appendix C 22 Appendix D 23 2

3 Overview (BDM) is Carleton University s electronic document management solution for student records. BDM is accessible via Banner through integrated, single sign-on and available in limited integration through Self-Serve Banner (i.e. Carleton Central). BDM is based on a.net Web Application called WebXtender and a desktop application called AppXtender. Currently in our Carleton implementation of BDM our user community only uses WebXtender. To provide a Carleton user the ability to use WebXtender, or BDM in general, they must be added to the BDM security matrix and have their PC configured for use with the.net tools within WebXtender. Users that only access BDM through Self-Serve Banner do not have to be added to BDM security. The remainder of this document illustrates and explains the steps and process flows for both adding & removing users in BDM and setting up the user s PC for BDM usage. 3

4 1. Process Details 1.1 BDM Security BDM contains its own user account, user group and document security. Currently there is no synchronization within MC1 to ensure that user account changes propagate to BDM. Therefore, users must be added to BDM manually to create their accounts and then assigned to user groups. BDM User Accounts identified by a username and password as they are in Banner. Each user account is also provided with a default user profile upon creation. BDM User Groups these are the structures that actually provide access and privilege to users within BDM. Membership in a user group provides a user the ability to carry out tasks in BDM. These are similar to Banner Classes The metadata for all user accounts and user groups resides in the Oracle database in a series of BDM related schemas. 1.2 BDM Functional Specialists In all functional areas where BDM is being used we have created a network of BDM Functional Specialists to serve as the BDM subject matter experts for those functional areas. In addition, these BDM Functional Specialists have been tasked with handling all requests to the CCS Service Desk for the purpose of managing users in BDM. They will be both the submitter and authorizer. They have been provided detailed documentation and instruction on their role and the process for communicating with the Service Desk The BDM Functional Specialists will handle all communications with their respective user communities to inform them of the process and work flow for adding users to BDM. This process should ensure that the Service Desk is only being contacted by these BDM Functional Specialists with user requests. For a complete list of these BDM Functional Specialists please refer to Appendix A 4

5 1.3 The Format of the Request BDM Functional Specialists have been instructed to continue to use the current User Account Request form for submitting BDM user requests to the Service Desk. In the request we have been specific that they must provide the following information: Banner ID Full Name Banner Username Banner Class(s) the user is to be added to or removed from Any other mandatory information the form requires will also be provided. They have been instructed to use the Comment field on the form to list all the Banner Classes and details for the request. Note: If the request contains any indication to move the ticket on to the BDM Administrator then do so. If it does not then there will be no need. 1.4 BDM Related Banner Classes To facilitate the process of adding or removing users in BDM through the Service Desk we have created a set of Banner Classes that line up 1:1 with BDM User Groups. When a user is added to one of these BDM type classes processes in the background will handle the creation of the BDM user account and assignment to the user group. These classes are intended only for BDM use. They should not contain any Banner Forms or Reports. They have all been named with the prefix CUBDMSGRP. Like any Banner Class these classes are available through GZASECR for user assignment. Due to this, we are able to create a process that is seamless for the end user community and the Service Desk. The BDM Functional Specialists are responsible for knowing the details of the BDM user groups for their functional area and what Banner Classes align with them. Therefore the Service Desk staff only has to know the process for responding to requests. For a complete listing of all Banner Classes and the BDM User Groups they align with refer to Appendix B 5

6 2. Adding Users to BDM 2.1 Who Submits the Request All requests for adding users to BDM must come from a BDM Functional Specialist. Based on the Banner Classes being requested, the request should come from the BDM Functional Specialist that owns those classes. Any request to add users to BDM that does not come from the BDM Functional Specialist responsible for the Banner Classes in question should be redirected for authorization to the appropriate BDM Functional Specialist. 2.2 How is the Request Submitted Through the current User Account Request Form at: The Process 1. A BDM Functional Specialist will submit a request to the CCS Service Desk to have a user added in BDM. 2. The CCS Service Desk will create a ticket for the request. 3. The Service Desk technician will log onto Banner PROD and open GZASECR. 4. In GZASECR enter the users Banner Username, as per the request, in the User ID field. 6

7 5. Click on the CLASSES button. The classes list will open. 6. Scroll through the list of classes looking for the class name(s) as supplied by the submitter in the request. 7. Double click the field next to the class name to change the value to YES. 8. Press the CLOSE button to save the changes and close the class list form. 9. Close GZASECR. Note at this point the user has been added to BDM 10. Send confirmation to the BDM Functional Specialist that the request has been completed. Refer to Appendix C for more detail on the process flow for adding users to BDM. 7

8 3. Removing Users from BDM 3.1 Who Submits the Request All requests for removing users from BDM must come from a BDM Functional Specialist. Based on the Banner Classes being requested, the request should come from the BDM Functional Specialist that owns those classes. Any request to remove users from BDM that does not come from the BDM Functional Specialist responsible for the Banner Classes in question should be redirected for authorization to the appropriate BDM Functional Specialist. 3.2 How is the Request Submitted Through the current User Account Request Form at: The Process 11. A BDM Functional Specialist will submit a request to the CCS Service Desk to have a user removed from BDM. 12. The CCS Service Desk will create a ticket for the request. 13. The Service Desk technician will log onto Banner PROD and open GZASECR. 14. In GZASECR enter the users Banner Username, as per the request, in the User ID field. 8

9 15. Click on the CLASSES button. The classes list will open. 16. Scroll through the list of classes looking for the class name(s) as supplied by the submitter in the request. 17. Double click the field next to the class name to change the value to BLANK (i.e. remove the YES). 18. Press the CLOSE button to save the changes and close the class list form. 19. Close GZASECR. Note at this point the user has been removed from BDM 20. Send confirmation to the BDM Functional Specialist that the request has been completed. Refer to Appendix C for more detail on the process flow for removing users from BDM. 9

10 4. PC and Browser Configurations for BDM The following sections have been taken from the BDM Functional Specialists guide titled PC & Browser Configurations for BDM. End users should be contacting the various Functional Specialists as first point of support for BDM issues but should they choose to contact the Service Desk this information may be of assistance. Please refer to Appendix D for some useful troubleshooting tips. 4.1 Supported Browsers The vendor s official support guidelines for AX Web Access.NET 6.5 (i.e. WebXtender) are as follows: Browser Version Supported Internet Explorer Interactive Client (IRC) Mode on Windows OS Thin Client Mode on Windows OS FireFox 3.5 Thin Client Mode on Windows OS Thin Client Mode on MAC OS 10.6 Safari 4 Thin Client Mode on MAC OS 10.6 Notes: Although other versions of the listed browsers, other browsers or other versions of the listed OS may provide positive results in WebXtender 6.5 the above are the only ones supported Issues with performance and/or lack of features are often related to the use of a non-ie browser 4.2 Active X Components WebXtender is a Microsoft.NET application and therefore relies heavily on Microsoft technologies. One of those technologies is Active X. Many of the document actions that are carried out in WebXtender (viewing, importing, scanning, indexing, etc.) rely on specific Active X Components being installed on the 10

11 user s PC and being available to the browser. Of course, Active X is only recognizable by Internet Explorer so therefore many document actions are either not available or are impacted in other browsers due to their inability to not recognize Active X Interactive vs. Thin Client Mode The two client modes are defined based on the existence of and use of Active X or not. When using Internet Explorer the browser is able to make use of Active X and therefore can run WebXtender in Interactive Mode making full use of the interactive viewer and related components. Browsers that do not support Active X can only run WebXtender in Thin Client Mode. In this mode, none of the extended or interactive functionality will be available. Notes: In our current configuration all user profiles in BDM at Carleton University are setup for interactive client mode. Regardless of this profile setting, the browser will dictate whether interactive or thin client mode will be used. If they do not use IE then thin client will be used if they use IE then interactive will be used Active X Component Detection WebXtender is designed to be able to detect the existence of the Active X components on the user s PC. It is also designed to be able to detect if the browser supports Active X to know if it should even try to detect the components. When a user is using IE, WebXtender can detect that the browser supports Active X. Therefore when the user attempts to carry out some action that requires an Active X component WebXtender knows how and where to look on the user s PC to call that component into action. Conversely, if the user is not using IE then WebXtender can detect that the browser does not support Active X and simply send the user into Thin Client Mode. If a component is not detected as installed on the user s PC, or is detected but determined to have not been run yet, then WebXtender will notify the user that they must install or run the component. The screen shots below illustrate how IE8 and IE9 display these notices: 11

12 IE8 Display of Error Message and Install Notice IE9 Display of Error Message and Install Notice In both cases the error message will typically read as follows: Error: The IE browser does not support or could not load OBJECT classid:############## While the Active X Component notice will look something like: This website wants to install the following add-on: <Component Name> from EMC Corporation. Click to install. OR This website wants to run the following add-on: <Component Name>...from EMC Corporation. If you trust the website and the addon and want to allow it to run click here 12

13 4.2.3 Active X Component Installation All the required Active X components for Interactive Client Mode are available for download from the BDM server through WebXtender. As detailed above, when WebXtender detects that an Active X Component has not already been installed the user will provided the option to download and install the component. However, the user must be the administrator of their PC in order to download and install using this method. The CCS Windows Group has resolved the issue of users not being the administrator of their PC, and developed a way to deploy all the Active X Components out to PCs on the CUNET domain. This deployment installs the components on the user s PC over the network and runs on a schedule to ensure that if they get removed by a user they will be reinstalled. Notes: This method of installing the Active X Components over the network will still require that the user run the component the first time they try to use it in WebXtender The user will be prompted in the browser as per the details in the above section on component detection Checking Installed Components The best way for a user to check to make sure they have all the components installed on their PC is to look in C:\Windows\Downloaded Program Files. They should find a list of.ocx,.dll and.inf files as displayed below: 13

14 They can also check in C:\Program Files (x86)\common Files\XtenderSolutions to confirm they have the following folders: Another place the user can check on the state of installed components is in WebXtender. From the Application List view the user will click HELP -> Check Installed Components. The following window will appear: 14

15 The bottom pane of this window will indicate if any of the four components listed in the top pane have been installed. Notes: The user may have to click into the bottom pane to activate it The bottom pane requires an Active X component so the user may be prompted to install or run the component This tool does not list all the components that WebXtender uses or that we have pushed to CUNET user PCs 4.3 Local Intranet Sites To ensure that WebXtender and the browser are able to communicate properly with the BDM servers it may be necessary to add those server addresses to the list of Local Intranet Sites in Internet Explorer. This action is only required in Internet Explorer and it is related to the use of the Active X Components. The CCS Windows Group has included these configurations in the CUNET Domain Group Policy to ensure that they are delivered to all user PCs without manual intervention. However, it may be necessary for a user to add these configurations manually should they get removed for any reason: a. Click Tools -> Internet Options b. Click on the SECURITY tab c. Click on LOCAL INTRANET SITES d. Click on the SITES button e. Click on the ADVANCED button f. In the Add this website to the zone field enter each of the following one at a time and click the Add button after each entry: g. Click the Close button on the Local Intranet sites window h. Click the OK button next to the Advanced button i. Click the OK button on the Internet Options window j. Close and reopen Internet Explorer to have these settings take effect Notes: o This is a step to be checked or carried out if the user reports problems accessing the WebXtender application or features within WebXtender and the issue is not related to the absence of the Active X Components 15

16 4.4 Safari It has been noted that the Safari browser has pop-up blocker turned on by default. WebXtender presents some of its features and functionality through pop-ups. Therefore, Safari browsers need to have the pop-up blocker turned off. This is tricky to detect. Users will experience the loss of WebXtender features in Safari due to this issue. Errors do not appear. The user will simply try to carry out an action (i.e. click a button) and nothing will happen bit vs. 64 bit Internet Explorer Windows 7 is a 64-bit O/S and by default presents the 64-bit version of Internet Explorer on the desktop. Windows 7 users need to ensure that they are using the 32-bit version of Internet Explorer, which also comes with Windows 7. o Right click on the Internet Explorer desktop shortcut and choose Properties Note if you are right clicking on the taskbar icon you will need to right click a second time on the Internet Explorer line from the popup you are presented with o In the Properties window select the Shortcut tab o On the shortcut tab locate the field labelled Target o If the target field contains "C:\Program Files (x86)\internet Explorer\iexplore.exe" then this shortcut is for the 32-bit version and can be retained for use o If the target field contains "C:\Program Files\Internet Explorer\iexplore.exe" then this shortcut is for the 64-bit version and needs to be replaced with a 32- bit shortcut Note o On your Windows 7 Start menu in All Programs you will see Internet Explorer listed. You can check what version it is pointing in the same manner as above. In some cases you may see two Internet Explorer entries in All Programs and one of them will be flagged as 64-bit 16

17 Creating the 32-bit IE Shortcut: o Delete the desktop shortcut for the 64-bit IE version and/or right click on the taskbar icon and select Unpin this program from taskbar. If after unpinning it, Windows has moved it to the desktop as a shortcut, delete it. o Open Windows Explorer or My Computer o Navigate to the C:\ drive and locate Program Files (x86). Open the Program Files (x86) folder o Locate the folder Internet Explorer and open it o Inside this folder look for a file named iexplore.exe o Right click on this file and choose Create Shortcut. Windows will notify you that you cannot create a shortcut in this folder and will ask if you want to place the shortcut on the desktop. Answer YES. There are recognized issues with using WebXtender in the 64-bit version of Internet Explorer: o WebXtender features become disabled o WebXtender features malfunction o Scanners do not get recognized by the Interactive Viewer Confusion can be created in the user as WebXtender will not raise any errors or provide any messaging. Features just become disabled or malfunctioning without explanation. This is only an issue for users using Windows 7. Windows XP is a 32-bit operating system and comes with, and only supports, the 32-bit version of Internet Explorer. Non-Windows based operating systems do not come with Internet Explorer. MAC users need to be aware of this should they decide to create what is a dual-boot configuration that allows them to work on MAC and Windows. 4.6 Adobe Reader Configuration Although not mandatory for WebXtender use, Adobe Reader can be used to render PDF documents in WebXtender. If the Adobe PDF Active X Component is installed on the user s PC then WebXtender will use it for PDF rendering. However, when that component is not present or the user is using WebXtender in a non-ie browser Adobe Reader can be used to handle the rendering. These steps will help make Adobe Reader more efficient in integrating within WebXtender for PDF viewing: If using Adobe Reader 9 or Adobe Reader X, ensure that the following steps are completed: 17

18 a. Open Adobe Reader and go to EDIT -> PREFERENCES b. On the Preferences window select INTERNET from the left margin option list c. In the Internet settings pane (right side) check the box labelled Display PDF in Browser d. Close Adobe Reader In Adobe Reader XI this setting has been removed. The configuration of Adobe Reader XI has PDFs displaying in the browser by default. However, there may be a need to ensure that the browser has the Adobe Reader plugin enabled: a. Open Adobe Reader XI and go to EDIT -> PREFERENCES b. On the Preferences window select INTERNET from the left margin option list c. In the Internet settings pane click on the link How to set up your browser to use Adobe products to view PDF documents d. On the webpage that opens follow the instructions for the browser being used e. Close Adobe Reader XI 18

19 Appendix A BDM Functional Specialist for Faculty (Provosts Office) Greg Skazyk (x8484) greg_skazyk@carleton.ca BDM Functional Specialists for FGPA Wayne McGee (x1318) wayne_mcgee@carleton.ca Glendy Wong (x2246) glendy.wong@carleton.ca BDM Functional Specialists for Undergrad Admissions Jackie Carberry (x8523) jackie.carberry@carleton.ca Petr Srna (x8815) petr.srna@carleton.ca BDM Functional Specialists for Registrar s Office Anshul Singh (x1484) anshul.singh@carleton.ca Anne Young (x2407) anne.young@carleton.ca Jeff Wiser (x8672) jeff.wieser@carleton.ca BDM Functional Specialists for ISSO Cody Wise (x2069) cody.wise@carleton.ca 19

20 Appendix B Banner Classes & BDM Groups for Faculty (Provosts Office) Banner Class Name CUBDMSGRP_FACULTY-CI-ADMIN CUBDMSGRP_FACULTY-APPT-ADMIN CUBDMSGRP_FACULTY-RECRT-ADMIN User Group Name FACULTY-CI-ADMIN FACULTY-APPT-ADMIN FACULTY-RECRT-ADMIN Banner Classes & BDM Groups for FGPA Banner Class Name CUBDMSGRP_FGPA-ADMIN CUBDMSGRP_FGPA-CLERK CUBDMSGRP_FGPA-DEPT-ARCH CUBDMSGRP_FGPA-DEPT-ARTC CUBDMSGRP_FGPA-DEPT-BIOL CUBDMSGRP_FGPA-DEPT-BUSI CUBDMSGRP_FGPA-DEPT-CANS CUBDMSGRP_FGPA-DEPT-CHEM CUBDMSGRP_FGPA-DEPT-CIVE CUBDMSGRP_FGPA-DEPT-CLS CUBDMSGRP_FGPA-DEPT-COGS CUBDMSGRP_FGPA-DEPT-COMM CUBDMSGRP_FGPA-DEPT-COMP CUBDMSGRP_FGPA-DEPT-ECON CUBDMSGRP_FGPA-DEPT-ELEC CUBDMSGRP_FGPA-DEPT-ENGL CUBDMSGRP_FGPA-DEPT-EURR CUBDMSGRP_FGPA-DEPT-FREN CUBDMSGRP_FGPA-DEPT-GEOG CUBDMSGRP_FGPA-DEPT-GEOL CUBDMSGRP_FGPA-DEPT-HCI CUBDMSGRP_FGPA-DEPT-HIST CUBDMSGRP_FGPA-DEPT-HSTP CUBDMSGRP_FGPA-DEPT-HUMM CUBDMSGRP_FGPA-DEPT-INAF CUBDMSGRP_FGPA-DEPT-IND User Group Name FGPA-ADMIN FGPA-CLERK FGPA-DEPT-ARCH FGPA-DEPT-ARTC FGPA-DEPT-BIOL FGPA-DEPT-BUSI FGPA-DEPT-CANS FGPA-DEPT-CHEM FGPA-DEPT-CIVE FGPA-DEPT-CLS FGPA-DEPT-COGS FGPA-DEPT-COMM FGPA-DEPT-COMP FGPA-DEPT-ECON FGPA-DEPT-ELEC FGPA-DEPT-ENGL FGPA-DEPT-EURR FGPA-DEPT-FREN FGPA-DEPT-GEOG FGPA-DEPT-GEOL FGPA-DEPT-HCI FGPA-DEPT-HIST FGPA-DEPT-HSTP FGPA-DEPT-HUMM FGPA-DEPT-INAF FGPA-DEPT-IND 20

21 CUBDMSGRP_FGPA-DEPT-IPIS CUBDMSGRP_FGPA-DEPT-JOUR CUBDMSGRP_FGPA-DEPT-KROE CUBDMSGRP_FGPA-DEPT-LALS CUBDMSGRP_FGPA-DEPT-LAWS CUBDMSGRP_FGPA-DEPT-MAAE CUBDMSGRP_FGPA-DEPT-MATH CUBDMSGRP_FGPA-DEPT-NEUR CUBDMSGRP_FGPA-DEPT-PADM CUBDMSGRP_FGPA-DEPT-PECO CUBDMSGRP_FGPA-DEPT-PHIL CUBDMSGRP_FGPA-DEPT-PHYS CUBDMSGRP_FGPA-DEPT-PSCI CUBDMSGRP_FGPA-DEPT-PSYC CUBDMSGRP_FGPA-DEPT-SERG CUBDMSGRP_FGPA-DEPT-SOAN CUBDMSGRP_FGPA-DEPT-SOWK CUBDMSGRP_FGPA-DEPT-SYST CUBDMSGRP_FGPA-DEPT-WOMN FGPA-DEPT-IPIS FGPA-DEPT-JOUR FGPA-DEPT-KROE FGPA-DEPT-LALS FGPA-DEPT-LAWS FGPA-DEPT-MAAE FGPA-DEPT-MATH FGPA-DEPT-NEUR FGPA-DEPT-PADM FGPA-DEPT-PECO FGPA-DEPT-PHIL FGPA-DEPT-PHYS FGPA-DEPT-PSCI FGPA-DEPT-PSYC FGPA-DEPT-SERG FGPA-DEPT-SOAN FGPA-DEPT-SOWK FGPA-DEPT-SYST FGPA-DEPT-WOMN Banner Classes & BDM Groups for Undergrad Admissions Banner Class Name CUBDMSGRP_UG-ADM-ADMIN CUBDMSGRP_UG-ADM-OFFICER CUBDMSGRP_UG-ADM-OPERATIONS CUBDMSGRP_UG-ADM-SUPPORT CUBDMSGRP_UG-ADM-DEPT-ECON CUBDMSGRP_ UG-ADM-DEPT-WOMN User Group Name UG-ADM-ADMIN UG-ADM-OFFICER UG-ADM-OPERATIONS UG-ADM-SUPPORT UG-ADM-DEPT-ECON UG-ADM-DEPT-WOMN Banner Classes & BDM Groups Registrar s Office Banner Class Name CUBDMSGRP_RO-ADMIN CUBDMSGRP_RO-CLERK CUBDMSGRP_RO-REG-SPECIALIST CUBDMSGRP_RO-TEAM-LEADS User Group Name RO-ADMIN RO-CLERK RO-REG-SPECIALIST RO-TEAM-LEADS 21

22 CUBDMSGRP_RO-DEPT-CIE RO-DEPT-CIE Banner Classes & BDM Groups ISSO Banner Class Name CUBDMSGRP_ISSO-ADMIN CUBDMSGRP_ISSO-CLERK ISSO-ADMIN ISSO-CLERK User Group Name 22

23 Appendix C Process flow for adding and removing users in BDM 23

24 Appendix D Troubleshooting Tips Troubleshooting BDM and WebXtender issues boil down to three simple starting points: Confirming if the browser and version could be the issue Confirming if Active X components could be the issue Confirming if the user s BDM privileges could be the issue These tips provide some general direction on things that can be checked and/or confirmed with the user to determine if it is a more complex problem that would need to be escalated to the BDM Administrator in CCS. 1. Has the user referred to the BDM Support Site at Users should be reminded that this site contains documentation, training materials and FAQs that can be of assistance. 2. Is the user using Internet Explorer 8 or 9? If they are using IE 10 then that can be problematic. Many WebXtender features do not work with IE10. IE10 is not considered compliant with BDM yet. 3. Is the user using FireFox, Chrome, Safari or some other non-ie browser? If so they the user will experience a less empowered user interface. When using a non- IE browser the user will be defaulted into the Thin Client Mode and that mode lacks many of the features of the Interactive Client Mode. 4. If the user is using Internet Explorer 8/9 do they have the Active X components installed. Refer to the section above on Checking Installed Components to assist the user in determining if they do or not have the components. It could be the lack of a component that is causing the user s issue. Many of the interactive client mode features available through IE require an active X component and if that component is not installed then the feature is not available. 5. Does the user belong to a BDM user group that provides the ability to do what they are trying to do? A user reporting that they are not able to scan a document in WebXtender may not belong to a group that provides them the privilege to scan documents. 24

25 6. Does the user have the proper BDM server addresses added to the Local Intranet Sites list in their Internet Options? Refer to section 4.3 Local Intranet Sites for details on how to check and what they should have in their list. The absence of these sites can impact some functions. The catch is that WebXtender rarely presents the user with an error message. The user will simply report I am trying to do something and it just does nothing. 7. Is the user getting error messages that the browser cannot recognize an Object Id? This is indicative of not having the Active X Components installed. See #3 above and section Active X Component Detection. 8. If the user is on Windows 7 are they using the 32-bit or 64-bit version of IE? Windows 7 will default the 64-bit version of IE to the desktop. There are known impacts of trying to use WebXtender with the 64-bit version of IE things just don t work. The user will not get errors. Button clicks and actions will just do nothing. The user needs to be using the 32-bit version. 25