Get the most out of HSS with our comprehensive guide

Transcription

1 Hosted School Service handbook Get the most out of HSS with our comprehensive guide For the latest information on HSS, see For support details, see

2 2 Hosted School Service handbook Contents 3 User provisioning Provisioning a new student Provisioning a new teacher / member of staff Deprovisioning a student / teacher Special accounts (available by request only) 4-6 Unlocking accounts and passwords Primary students policy Secondary students policy Teacher / staff policy Resetting passwords 7 Shared areas 8 Printing Students Teachers 9-10 PaperCut 11 Shared internet favourites 11 Shared desktop shortcuts 12 LanSchool 13 Storage types 14 Storage quotas 14 Storage management 14 Backup and restore 16 Laptops / desktops 16 Local admin access 17 Wireless 18 Server Connecting to the HSS wireless / any wireless system Staff laptops 19 Maintaining equipment Maintenance cover Accidental damage 20 Ordering new equipment 20 Ordering new specialist software 21 Remote access 21 Contacting the IT Help Desk for support 21 Support process overview Front cover photo by kind permission of Hazel Wood Infant School. Hampshire County Council Version 1.1 [09/13]

3 Hosted School Service handbook 3 User provisioning Provisioning a new student To provision a student log into SIMS and select Routines Active Directory Provisioning Provision Users Students Add Students The student must be on roll and have a permanent UPN. The new student username and password will be available through the password manage web page the next day, providing the user has been provisioned before 12 noon. The student can log in a day after provisioning once their password has been made available through the password manage web page. Provisioning a new teacher / member of staff To provision a teacher log into SIMS and select Routines Active Directory Provisioning Provision Users Staff Add Staff The time taken to provision a teacher account can vary and is dependant on how busy the provisioning server is. Typically this will take between 30 minutes and one hour. Wait a minimum of three hours before log in. The teacher s username and password will be available from SIMS. Select Report Run Report, expand Focus and select Staff. Highlight the report ADP - Staff User Account List and click Run. A separate process will also run up to an hour after the account has been created to update the teacher s details for HSS. Once the user s username and password has been made available through SIMS they should wait approximately two hours before they log in. Deprovisioning a student / teacher To deprovision a student/teacher log into SIMS and select Routines Active Directory Provisioning Provision Users Student Remove Student or Staff Remove Staff The deprovisioning process will typically take from 30 minutes to one hour. Their network account in the Active Directory will be disabled and a date entered when this was done. It can be enabled again for the user by reprovisioning their account. Disabled accounts and associated home folder data will be removed after a certain period of time at request. Full details regarding provisioning and deprovisioning user accounts are available at: Special accounts (available by request only) A few special accounts can be created for the school for the following purposes. Supply teacher Generic accounts for early years (Reception, 1st Year). The school s DfE number will prefix all these accounts. The password for these accounts can only be changed from the computer (CTRL+ALT+Delete) or by raising a HEAT call to Hampshire IT. (The password manage page will not work.)

4 4 Hosted School Service handbook Unlocking accounts and passwords Primary students policy Username Format Password Forced to change on first logon Password Expires Previous Passwords Held 2 Number of unsuccessful logins before account lockout Lockout time Remote session Idle time (Remote access) Max length of session (Remote access) JSMITHnnn 1 initial and up to 6 characters for surname. If the username exists a number will be appended to the end. (nnn = number added) This is a automated process controlled by SIMS. Simple 6 Chars alpha numeric No Never (can be same password throughout Primary Career) Option to change the password is available through windows (CTRL+ALT+DEL) for the user mins. 10 mins. 8 hrs. Secondary students policy Username Format Password Forced to change on first logon Password Expires Previous Passwords Held 5 Number of unsuccessful logins before account lockout Lockout time Remote session Idle time (Remote access) Max length of session (Remote access) JSMITHnnn 1 initial and up to 6 characters for surname. If the username exists a number will be appended to the end. (nnn = number added) This is a automated process controlled by SIMS. Complex Min 7 chars, upper, lower + numeric. The password must not contain 3 or more consecutive characters of their login/first name or surname. Yes 365 days mins. 5 mins. 8 hrs.

5 Hosted School Service handbook 5 Teacher / staff policy Username Format JSMITHnnn. Password 1 initial and up to 6 characters for surname. If the username exists a number will be appended to the end. (nnn = number added) This is a automated process controlled by SIMS. Complex Forced to change on first logon Password Expires Previous Passwords Held Number of unsuccessful logins before account lockout Lockout time Remote session Idle time (Remote access) Max length of session (Remote access) Min 7 chars, upper, lower + numeric. The password must not contain 3 or more consecutive characters of their login/first name or surname. Yes 90 days mins. 5 mins. 8 hrs.

6 6 Hosted School Service handbook Resetting passwords Primary students Primary students can reset their password by holding CTRL+ALT+Delete on the keyboard and then selecting change password. Secondary students Secondary students can reset their password by holding CTRL+ALT+Delete on the keyboard and then selecting change password. They are automatically asked to change their password on first login. Teachers Teachers can reset their own password by holding CTRL+ALT+Delete on the keyboard and then selecting change password. Teachers resetting students passwords Teachers can reset students passwords by visiting a web page called manage accounts, found in their favourites. (They must be a teacher in SIMS to be able to do this.) School password managers resetting passwords for staff and students There is a group in SIMS System Manager called HCC Password Managers. The school can add staff to this group which will enable them to reset any user s password within their school. The passwords are then set for any staff or student using the web page manage accounts found in favourites. Reveal passwords for students Initial passwords for students are available to school password managers by visiting a web page in favourites called <school name> manage accounts. The member of staff must be in the SIMS group HCC Password Managers in order for them to reveal passwords. Unlocking an account An account can be unlocked for a member of staff or student by visiting the web page in favourites called <school name > manage accounts and selecting unlock account. Due to the replication delay between the Data Centre and the school, this can take approximately 20 minutes to take effect.

7 Hosted School Service handbook 7 Shared areas Student resources The student resources drive S is made available to all staff and students. Students can save work in the Student s Work Shared Area folder. Staff can save work to anywhere on this drive, however the information is read only to all students except for the Student s Work shared Area folder. Teacher Resources The teacher resources drive T is made available to all staff. Staff have full read/write access to this drive, however this can be changed at the school s request to lock down folders further. Admin Resources The admin resources drive H is made available to a group in the schools Active Directory called LA 850 school <DCSF> Admin Staff. This drive is typically for admin staff access and can be configured to lock down individual folders further at the school s request. In a secondary school where SIMS is locally installed this drive contains the SIMS tree of folders. SCO (Schools Cash Office) The Schools Cash Office program is made available through the I drive and access is controlled through a Active Directory group called LA 850 school <DCSF> Sco Users.

8 8 Hosted School Service handbook Printing Students How they are assigned printers Students are assigned a printer automatically when they login to a computer. The printers that are available are locked to a computer and not a user. How do I add a new printer? New printers can only be added by Hampshire IT for a student computer. The following information will be required when adding a new printer. Computer name: Printer queue name: Default printer: How do I remove a printer? eg 9998DT0023 eg Badgers Class Printer eg Yes /no (Only one printer can be default for a computer) Printers can only be removed from a student computer by Hampshire IT. The following information will be required when removing a printer. Computer name: Printer queue name: eg 9998DT0023 eg Badgers Class Printer If the printer is dead and is to be removed from all computers please request that the printer is removed from the print server. Teachers How do I add a new printer? Teachers can choose which printer they want to print to. There is a web page called <School name > Printers located in the favourites of Internet Explorer. Printers are installed by choosing a printer from the list and selecting the connect link on the left hand side of the screen (highlighted black). A box pops up asking if you want to install the printer, at which stage the user should say yes. The computer will install the necessary drivers and will inform the user once successful. The user may install multiple printers by repeating this procedure. Printers for staff are user specific and will follow them to any computer they login to in the school (that is, they will roam with the user). How do I select my default printer? Teachers have the ability to select any installed printer as default. To do this they must click on the Windows 7 start button and select Devices and printers from the menu. A list of printers will be displayed and to select a printer as default click on it, right click and select set as default. ( Default printer identified by a large green tick.) How do I delete a printer? Teachers can delete printers from their profile by entering Devices and printers on their computer, selecting a printer, right clicking,and selecting Remove Device. If this printer is a network printer it will be removed from their profile and will no longer roam with them to other computers.

9 Hosted School Service handbook 9 PaperCut What is PaperCut? PaperCut is a print management application that helps to reduce the cost of printing in a school by the allocation of print quota for its users. How do I increase my quota? Students and teachers cannot increase their printing quotas. A group is setup in the schools Active Directory called LA 850 school <DCSF> PaperCut admin. The members of this group are requested by the school and these users can then increase or decrease printing quotas for users. What happens when my quota runs out? Teachers When a teacher s personal quota runs out they are only able to print by selecting the all staff printing account. Students When a student s personal quota runs out they will not be able to print until their quota is increase by a PaperCut administrator in the school. What happens if the papercut desktop icon stops working? Teachers If the PaperCut desktop icon stops working then the account selection popup will not enable teachers to choose between their personal and departmental account. If this happens printing will stop for the user until they log back in or re-launch the PaperCut desktop icon. Students If the student s desktop icon stops working then the student can continue to print until their quota reaches zero. It will just fail to show their balance on the screen

10 10 Hosted School Service handbook How do I view what I have printed? The PaperCut icon on the desktop which shows your balance has a link associated with the word details. Click on details and this will take you to the management site where you can login to see your printing history. What are the shared accounts? Shared accounts are set up for staff only. These allow a department account to be used for printing and do not have quotas. In a primary/junior school two departmental accounts are created, one for general staff use and the other for admin staff. When are the quotas topped up or reset? Student and staff personal quotas are reset back to their default levels at the beginning of each term. What are the default quota levels? A student s default quota is 5. Staff default quota is 10. These can be adjusted up or down at the school s request. What are the default printing costs? The default cost for printing colour =10p and for black and white = 2p. How do I run reports on my school s printing? If you are a school PaperCut administrator click on the details link on the PaperCut desktop icon and login to the PaperCut management server. From the server you can click on the reports section and run reports on your printing usage. How do PaperCut Administrators increase quotas? If you are a school PaperCut administrator click on the details link on the PaperCut desktop icon and login to the PaperCut management server. From the user s tab select a user and increase or decrease their balance as required. Click apply to save the changes.

11 Hosted School Service handbook 11 Shared internet favourites Shared internet links are a way of providing a links to websites for all staff and/or all students. This ensures website links are consistently the same for everyone and only have to be created once. Access to the area for updating and adding links can be provided to a school ICT administrator if required. Student Links The folder can be found under internet favourites, called student links. Staff Links The folder can be found under internet favourites, called staff links. Shared desktop shortcuts Shared desktop shortcuts are a way of providing a consistent list of application links to every desktop within HSS. The desktops are separated into three main areas called: Staff Desktop The shortcuts placed here will be copied to all staff desktops except for Admin staff who have their own area. Admin Staff Desktop The shortcuts placed here will be coped to the Admin staff desktops. ( This is controlled by the group LA 850 School <DCSF> Admin staff ) Students Desktop The shortcuts placed here will be copied to all student desktops.

12 12 Hosted School Service handbook LanSchool LanSchool is a teaching utility aimed to help in teaching a classroom of students. When a student logs into a computer with the software installed it will launch LanSchool as a student. A teacher who logs into a computer with the software installed will launch the software as a teacher. Student LanSchool A student can only participate in a LanSchool class controlled by a teacher. With the software installed they can only ask the teacher a question. All other activities are controlled by the teacher s computer. Teacher LanSchool A teacher can load a class of student computers into their view and control the class from the teacher console. Some of the features available to the teacher are:- 1. Limit internet access of the class being controlled 2. log off the student / shutdown the computer / class 3. remote control the student computer 4. lock the screen of the students computers. For more information see the full LanSchool documentation on the link below:

13 Hosted School Service handbook 13 Storage types The school will decide with their consultant / project manager how much storage they wish to purchase. This amount will be typically a lot more than their current usage which will allow for growth over the term of the HSS contract. The storage that the school requests will be setup to be replicated to the Winchester Data Centre for disaster recovery and to allow for it to be backed up. There are two main classifications of data. DFS data This data is highly resilient as it is replicated to Winchester and used for remote access / backup and disaster recovery purposes. This replication of data negates the requirement for a local backup solution at the school. Non-DFS data (available by request only) This type of data can be requested by the school. The main difference is that this type of data is only held in the school and is not backed up. As the data is not backed up it will be clearly marked as such and should only contain non-critical data. Typical use for this data area would be pictures /videos which the school will have master copies of stored on removable media. Restoration of this data is the school s responsibility.

14 14 Hosted School Service handbook Storage quotas Storage quotas are used to limit individual users or folders to a pre-defined value to help the school to manage their DFS purchased storage. Quotas will be placed on the following areas: Student folders Every student will be allocated a hard limit on how much they can store in their user area. Staff Folders Staff can/will be allocated an individual or combined limit on how much they can store in their user areas. Shared Folders All shared folders can/will be allocated a limit on how much data can be stored in these areas. The sum of the three areas above will be set to how much data the school has purchased for DFS replicated data. It will be the school s responsibility to manage their storage usage; reports can/will be provided when the school reaches their limits. The school will also have the option to purchase additional DFS data if they reach their limits. Storage management Schools can quickly exceed their storage with the addition of multimedia files. These types of files should be ideally held as a single copy in the shared areas and should only contain media that the school is licensed to use. Personal music and videos should not be stored in users folders as this will use up the school s storage and possibly break copyright law. Backup and restore Backups are performed on a daily basis from the Data Centre on the DFS replicated data. Backups are incremental and can go back a maximum of six months. Restores are performed by raising a HEAT Call and clearly specifying where the files to be restored are located.

15 Hosted School Service handbook 15 Applications (App-V) Any application that is to be made available to multiple users will be provided as a virtual application (App-V). Not all older applications will be able to be run on HSS due to the requirements of the Windows 7 operating system. If an application is not supported or designed for the Windows 7 operating system then it is unlikely that it will work as a App-V application. Schools will be advised to upgrade or replace older software that does not pass the App-V process. You can add new software titles, subject to a fair use policy (typically three titles per year). Each time you will need to provide a copy of the licence or proof of purchase confirming the number of licences purchased. You will also need to send us the software to package up, in time the list of software packages will grow to form a central library. Please note there is a two week lead time for packaging new software titles, this is allow sufficient time for resource and packaging to take place. In order for an App-V application to work when the computer is not connected in the school, the user will need to have run the application at least once in the school.

16 16 Hosted School Service handbook Laptop / desktops Desktops and laptops are all initially installed with two labels. One label clearly identifies the computer name on the network (eg 9997DT0024) and the other label (Blue) identifies its asset number. When raising a HEAT call on a computer please include the name and asset number. All machines are set to receive updates every day after 15:00 until 8:00 the next morning. All machines are also set to accept updates all weekend. For a machine to update it has to be turned on and connected to the network (wired or wireless) but does not need to be logged on. There are also some additional maintenance windows set during the working day to catch machines that are not on during the blanket windows. These are broken down as follows: Monday - 08:00-15:00 - All Machines with names ending in 1 or 6 Tuesday - 08:00-15:00 - All Machines with names ending in 2 or 7 Wednesday - 08:00-15:00 - All Machines with names ending in 3 or 8 Thursday - 08:00-15:00 - All Machines with names ending in 4 or 9 Friday - 08:00-15:00 - All Machines with names ending in 5 or 0 Please note that laptops at home all the time will not be receiving updates and should be brought in regularly and left on overnight. Also please remember that laptops in trolleys most of the time could miss their windows regularly. Local admin access We do not grant local admin access by default. If a member of staff in your school installs software locally, it defeats the value of having that equipment managed centrally: it means software cannot be delivered consistently across the IT estate and to users when outside of school. Local admin access can be granted to members of staff on a specified laptop at your school s discretion. This can be useful to trial new software. However, in the event of a machine requiring a rebuild, the machine will be returned to its original configuration and any additional software or data will be lost. As local printers need drivers to be installed on the connecting PC, we recommend the use of network printers: they give greatest flexibility and the drivers can be installed on the local print server.

17 Hosted School Service handbook 17 Wireless The HSS wireless solution will provide a minimum of three broadcast wireless SSID for devices to connect to. The difference between the three is explained below. HSS_School This SSID is for connecting the school devices such as laptops, etc. The key will be entered by Hampshire IT personnel and will not be made available to the school. Users once connected to this SSID will be able to connect to school resources in HPSN \ Swan. HSS_Public This SSID is for anyone who has a Hampshire education/corporate account to connect to the wireless system. The user must enter their credentials in the following format when prompted. Username = Domain\username eg) edu\jsmith1 or IT2000\jsmith1 Users once connected to this SSID will be able to connect to school resources in HPSN \ Swan. Connecting to the HSS wireless / any wireless system When a computer starts up it takes some time to start the wireless devices on a laptop and then for the laptop to authenticate to the wireless system to get a IP address. This can happen in the background and just because there is a login prompt the computer may still not be ready. If a user tries to login before the computer is ready they will experience the following. 1. Message: No domain controllers are available for login. 2. A successful login but no network or home folders are mapped or desktop pictures/icons disappear. Hint: As a quick visual check have a look at the laptop s disk drive activity light and login when the activity has reduced after the initial start-up. Staff laptops When a staff laptop is out of range of the wireless or is returning from hibernating or sleeping in a school, the drives will become unavailable. It can take up to two minutes for the drives to reconnect when the laptop resumes or becomes back in range of the wireless; this is the Microsoft design.

18 18 Hosted School Service handbook Server The server does not need any intervention by the school. If a screen is connected then it will only display a VMware screen and nothing can be administered from here. Hampshire IT will manage the server remotely and have the ability to shut down and start up the server as long as power and HPSN2 is available in the school. In the event of a power failure the UPS will continue to run the server until the batteries are nearly depleted at which time it will automatically shut down the server. When power is restored the UPS and server will automatically restart. If the school knows that their power is to be turned off for a long period of time then they should contact Hampshire IT, raise a HEAT call and request they shut down the server remotely. The server and UPS should be placed in a well ventilated area and can become noisy in summer due to the increase in temperature. Please ensure that sufficient ventilation is provided to the server and UPS.

19 Hosted School Service handbook 19 Maintaining equipment Maintenance Cover For new equipment, we supply Dell hardware, which is bought with a five year hardware warranty, and so if you experience problems we will swap it with a working replacement. Existing equipment will be added to maintenance. This is currently being managed in house whilst a review takes place. We will try to fix the problem and provide loan equipment in the meantime. If the problem cannot be fixed, we will replace the equipment. If equipment or parts have to be replaced, but the equipment is outside of the original warranty (for new equipment) or support contract (for existing equipment) then there will of course be a cost to the school. Apple devices are covered under maintenance in conjunction with the AppleCare protection plan. Therefore, the terms are slightly different. The maintenance is for labour only and all parts are chargeable outside the care pack. Please note the care pack does not include damage. Accidental damage HSS does not cover damage to equipment. It will be the responsibility of the school to pay for the repair. If the item is beyond economic repair then we will be happy to provide a replacement at cost. If your school subscribes to the Hampshire County Council Legal Services Insurance SLA, you have contents cover for loss, damage as a result of fire, lighting, explosion and theft. Schools can buy additional contents cover at an additional premium. This increases to all risks cover, which includes both accidental damage and malicious damage.

20 20 Hosted School Service handbook Ordering new equipment As and when the school requires any new computer equipment connected to the HSS network (such as laptops, desktops, printers and netbooks) these need to be ordered via Hampshire IT to ensure compatibility with HSS. This also includes content caching boxes (such as Espresso) and Apple devices. Anything that can be classed as an addition to your network should be discussed with Hampshire IT first to ensure that it can be seamlessly installed without problems. Additions that are not ordered via Hampshire IT may incur a charge if a visit is required by our staff to assist with the integration of new hardware. Hardware added as part of a support call to replace a failed unit will not incur a charge for a visit. Consumable items This is not a definitive list, but gives an idea of the sorts of item that we consider consumables: Consumable items remain the responsibility of the School to manage and pay for. printer paper printer ink (cartridges) printer laser fuser units laptop batteries projector bulbs keyboards* mice* * These items can be ordered via Hampshire IT by raising a support call. Ordering new specialist software The same applies when the school requires any new specialist software installed on to their HSS network. In the main, this is any software that either cannot be made available as a virtual application using AppV (Application virtualisation) or deployed using SCCM (System Centre Configuration Manager), but requires its own server. As a result, the work involved in setting this up will incur a charge. As mentioned above, anything that can be classed as additions to your network should be discussed with Hampshire IT first to ensure all requirements are captured, potential problems are avoided when the software is installed and any associated costs agreed. Please raise a support call with the IT Help Desk, providing details of your requirements.

21 Hosted School Service handbook 21 Remote access Remote access instructions can be found in the following location under the Documentation tab: Contacting the IT Help Desk for support The IT Help Desk is the first point of contact for any IT problem or query, including new equipment requests or advice on any aspect of HSS. Non-urgent requests can be submitted on the online form available at: If the issue is urgent, please call us on

22 22 Hosted School Service handbook Support process overview The process flow opposite is intended to make sure that most IT problems and work requests are logged in the Hampshire IT call logging system (HEAT), whilst allowing flexibility for school staff to contact a local IT support person or team if one is available. Logging calls in HEAT allows Hampshire IT to recognise trends, and where there are local IT Support staff based on site, the central teams have a view of their workload and can proactively assist where necessary.

23 Hosted School Service handbook 23 1 Is this an IT fault or a work request*? work request fault 3 Complete the online form at 2 Is the fault urgent or stopping a time-critical activity? no yes 4 Is there an on-site IT support presence? no 6 Call the IT Help Desk on yes 5 Contact the local IT support team directly * Some examples of a work request would be: arranging the installation of a new piece of software; creating temporary exam accounts; moving equipment; setting up display screen equipment for a lesson / presentation. That is, affecting a whole classroom or site.

24 Account manager details