Information Technology After Hours Guide
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1 Information Technology After Hours Guide 1
2 Introduction Purpose The Village of Glencoe s Information Technology (IT) After-Hours Guide is designed to provide staff with an overview of the protocol to be followed in the event IT-related issues occur outside of the Village s normal business hours (8:00 a.m. 4:30 p.m.). The guide provides easy-to-follow instructions for managing a variety of IT issues including issues with computer and phone systems as well as other technical programming. Important Contact Information For critical and emergency issues requiring immediate attention, contact: Ron Dussard Information Technology Coordinator [email protected] cell: (847) home: (847) work: If Ron Dussard is unavailable, contact the Village s outside support company for critical and emergency issues only: Tympani, Inc. (630) [email protected] Help Desk All after-hours IT issue must be logged into the Village s Help Desk system. Employees can access the Help Desk by clicking on the Help Desk icon located on their desktop or by visiting helpdesk/forms/usertickets.aspx. On the home page, select new ticket, then log the IT issue you are experiencing. Employees will receive an automatic reply indicating the Helpdesk ticket was successfully created and sent to the Helpdesk. The following response times can be expected based on the severity of the issue: Critical (system down): 2 hours Major Impact: 4 hours Minor Impact: 24 hours Low Impact: hours Please note that restoration times will vary based on the problem. Employees can track the track the status of their ticket via the Helpdesk tool and will receive confirmation once the ticket has been closed. 2
3 Table of Contents Computer Systems 4-9 CAD... 4 SCADA.. 5 LEADS Cardinal..8 General... 9 Phone System Internet. 11 Surveillance
4 Computer Systems: CAD CAD SYSTEM PROBLEMS Ron Dussard: (847) or (847) CAD Support (Robert Bryant): (574) Helpdesk completely down? 1. Call CAD (Robert): (578) Contact IT (Ron): (847) or (847) Is your operation severely impacted? 3. Create Helpdesk request Is next day resolution satisfactory? Create Helpdesk request 1. Contact IT (Ron): (847) or (847) Create Helpdesk request 4
5 Computer Systems: SCADA SCADA SYSTEM PROBLEMS SCADA Support Helpdesk completely down? 1. Call SCADA : HD Server/Report View Randy Hasby: (262) or (262) (cell) Ladder Logic James Gramhofer: (815) or (815) (cell) Misc. Hardware Sarah Meyer: (530) x Contact IT (Ron): or Is your operation severely impacted? 3. Create Helpdesk Request Create Helpdesk request 1. Follow internal protocol 2. Contact SCADA 3. Create Helpdesk request 5
6 Computer Systems: LEADS 2000 and LEADS Receiver LEADS 2000 and LEADS Receiver Problems Ron Dussard: (847) or (847) LEADS Support : (217) Helpdesk Do you have Internet connection? 1. Contact IT (Ron) 2. Create Helpdesk request completely down? 1. Contact LEADS support: (217) Contact IT: (847) Create a Helpdesk request 6
7 Computer Systems: LEADS Through CAD LEADS Through CAD Ron Dussard: (847) or (847) Helpdesk 1. Contact IT: (847) or (847) Create Helpdesk request completely down? Create Helpdesk request 7
8 Computer Systems: Cardinal CARDINAL TICKETING PROBLEMS Helpdesk Create a Helpdesk request for any after-hours issues with the Cardinal ticketing system. 8
9 Computer Systems: General GENERAL COMPUTER PROBLEMS , printers, Firehouse software, Microsoft systems, Innoprise, etc. Ron Dussard (847) or (847) Helpdesk Is your operation severely impacted? 1. Contact IT: (847) or (847) Create Helpdesk request Create Helpdesk request 9
10 Phone System PHONE SYSTEM PROBLEMS Ron Dussard: (847) or (847) Comcast: (877) Helpdesk completely down? 1. Contact IT: (847) or (847) If no response within 30 minutes; 2. Call Comcast: (877) Account number: If Comcast issue, all calls to the Village will be directed to the analog phones located in Public Safety dispatch. ((847) ) 3. Create Helpdesk request 1. Can you make outgoing calls? 2. Are you receiving incoming calls? Create Helpdesk request 1. Contact IT (847) If no response within 30 minutes; 2. Call Tympani Inc. (630) Create Helpdesk request 10
11 Internet INTERNET PROBLEMS Ron Dussard: (847) or (847) Comcast: (877) Helpdesk completely down? 1. Call Comcast: (877) Account # Contact IT: (847) or (847) Create Helpdesk Request Is your operation severely impacted? 1. Call Comcast: (877) Account # Contact IT: (847) or (847) Create Helpdesk request 11
12 Surveillance SURVEILLANCE PROBLEMS Ron Dussard: (847) or (847) Helpdesk completely down? Create Helpdesk request Is any cell occupied? 1. Create Helpdesk request 2. If arrest made later and system is still down, contact IT (847) or (847) Contact IT: (847) or (847) Create Helpdesk request 12
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