Information Technology After Hours Guide 1
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 rond@villageofglencoe.org cell: (847) 477-7607 home: (847) 310-9348 work: 847-461-1112 If Ron Dussard is unavailable, contact the Village s outside support company for critical and emergency issues only: Tympani, Inc. (630) 981-5119 support@tympaniinc.com 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 http://itsupport/ helpdesk/forms/usertickets.aspx. On the home page, select new ticket, then log the IT issue you are experiencing. Employees will receive an automatic email 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: 24 48 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
Table of Contents Computer Systems 4-9 CAD... 4 SCADA.. 5 LEADS... 6-7 Cardinal..8 General... 9 Phone System... 10 Internet. 11 Surveillance... 12 3
Computer Systems: CAD CAD SYSTEM PROBLEMS Ron Dussard: (847) 477-7607 or (847) 310-9348 CAD Support (Robert Bryant): (574) 855-8492 Helpdesk completely down? 1. Call CAD (Robert): (578) 855-8492 2. Contact IT (Ron): (847) 477-7607 or (847) 310-9348 Is your operation severely impacted? 3. Create Helpdesk request Is next day resolution satisfactory? Create Helpdesk request 1. Contact IT (Ron): (847) 477-7607 or (847) 310-9348 2. Create Helpdesk request 4
Computer Systems: SCADA SCADA SYSTEM PROBLEMS SCADA Support Helpdesk completely down? 1. Call SCADA : HD Server/Report View Randy Hasby: (262) 966-3833 or (262) 673-0754 (cell) Ladder Logic James Gramhofer: (815) 788-3600 or (815) 355-5174 (cell) Misc. Hardware Sarah Meyer: (530) 888-1800 x 101 2. Contact IT (Ron): 847-477-7607 or 847-310-8348 Is your operation severely impacted? 3. Create Helpdesk Request Create Helpdesk request 1. Follow internal protocol 2. Contact SCADA 3. Create Helpdesk request 5
Computer Systems: LEADS 2000 and LEADS Receiver LEADS 2000 and LEADS Receiver Problems Ron Dussard: (847) 477-7607 or (847) 310-9348 LEADS Support : (217) 782-3870 Helpdesk Do you have Internet connection? 1. Contact IT (Ron) 2. Create Helpdesk request completely down? 1. Contact LEADS support: (217) 782-3870 2. Contact IT: (847) 477-7607 3. Create a Helpdesk request 6
Computer Systems: LEADS Through CAD LEADS Through CAD Ron Dussard: (847) 477-7607 or (847) 310-9348 Helpdesk 1. Contact IT: (847) 477-7607 or (847) 310-9348 2. Create Helpdesk request completely down? Create Helpdesk request 7
Computer Systems: Cardinal CARDINAL TICKETING PROBLEMS Helpdesk Create a Helpdesk request for any after-hours issues with the Cardinal ticketing system. 8
Computer Systems: General GENERAL COMPUTER PROBLEMS Email, printers, Firehouse software, Microsoft systems, Innoprise, etc. Ron Dussard (847) 477-7607 or (847) 310-9348 Helpdesk Is your operation severely impacted? 1. Contact IT: (847) 477-7607 or (847) 310-9348 2. Create Helpdesk request Create Helpdesk request 9
Phone System PHONE SYSTEM PROBLEMS Ron Dussard: (847) 477-7607 or (847) 310-9348 Comcast: (877) 543-3961 Helpdesk completely down? 1. Contact IT: (847) 477-7607 or (847) 310-9348 If no response within 30 minutes; 2. Call Comcast: (877) 543-3961 Account number: 933669534 If Comcast issue, all calls to the Village will be directed to the analog phones located in Public Safety dispatch. ((847) 835-2592) 3. Create Helpdesk request 1. Can you make outgoing calls? 2. Are you receiving incoming calls? Create Helpdesk request 1. Contact IT (847) 477-7607 If no response within 30 minutes; 2. Call Tympani Inc. (630) 981-5119 3. Create Helpdesk request 10
Internet INTERNET PROBLEMS Ron Dussard: (847) 477-7607 or (847) 310-9348 Comcast: (877) 543-3961 Helpdesk completely down? 1. Call Comcast: (877) 543-3961 Account # 933669534 2. Contact IT: (847) 477-7607 or (847) 310-9348 3. Create Helpdesk Request Is your operation severely impacted? 1. Call Comcast: (877) 543-3961 Account # 933669534 1. Contact IT: (847) 477-7607 or (847) 310-9348 Create Helpdesk request 11
Surveillance SURVEILLANCE PROBLEMS Ron Dussard: (847) 477-7607 or (847) 310-9348 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) 477-7607 or (847) 310-9348 1. Contact IT: (847) 477-7607 or (847) 310-9348 2. Create Helpdesk request 12