Internal Medicine Computing Support Services Guide to Helpdesk and Computer Related Services for Division Administrators Project Involvement The Division Administrator (DA) is the primary IMCSS contact for all major Information Systems / Technology planning and cost related services required by each Division. We will look to you for guidance and support to supply information and resources when resolving or implementing all technology issues for your Division. Updated: March 2 nd, 2010 1
Purpose of this manual This manual was designed to answer common questions from Division Administrators about their computer / network / helpdesk environment. 1. Helpdesk hours and response times 2. Services you can expect from your helpdesk 3. Purchasing computers & peripherals through IMCSS 4. Network data line activations / deactivations and new line pulls. 5. E-mail accounts & Network login accounts 6. Mail Box Space Limitations 7. Access from home or while traveling. 8. Barnes Hospital systems and account access 9. IDX Accounts for scheduling 10. University Accounts available for fees 11. Controlling costs with other Internal University Groups 12. Staff & Computer physical Moves 13. New Accounts and Employee Terminations 2
IMCSS Helpdesk Contact Information Hours of Operation: Monday through Friday 7:30 am 5:00 pm Contact IT: Phone 362-2165 (2-2165) E-Mail - imhelp@dom.wustl.edu After Hours Emergencies: If you experience difficulty outside of the normal IMCSS business hours, you should call 314-362-2165 and you will receive the cell phone number of the oncall technician. If you call the cell phone and receive voice mail, please leave a message and the on call technician will return your call as soon as possible. After-Hours Support: Between 5:00 p.m. and 7:30 a.m. weekdays and from 5:00 p.m. Friday until 7:30 a.m. Monday IMCSS has an on-call technician. Call 314-362-2165 to obtain the on-call cell phone number. If you reach the voice mail box on the on call cell phone, please leave a message and the technician will return your call as soon as possible. He may already be on the phone with another client. The on-call person will attempt to resolve the issue over the phone. Resolution of the after-hour problem will be handled as follows if it cannot be resolved over the telephone: If the work stoppage is due to a server being down, the Technician will page the following individuals: System Administrator (Larry Poertner and/or Marcus Walker) IMCSS Technical Manager (Jill Mantia or Nancy Webb) Internal Medicine Business Office Executive Director In the case of network or e-mail outages, the on-call technician will facilitate the contact with Network Administration (Larry and/or Marcus) who will subsequently page both Jill Mantia and Nancy Webb to inform of the outage. If the problem is workstation related and cannot be resolved over the phone, the Technician will tell the client that he/she will log a trouble ticket for the problem the next business morning. 3
Response Times We attempt to resolve basic computer desktop issues and inquiries within 3 business days. If resolution is complicated for any reason (requirement of a purchase, unable to successfully diagnose problem, client schedule conflicts) an IMCSS technician will inform the user directly of the issue and his/her path of resolution and targeted completion. If a technician is unable to determine resolution directly with the client, the IMCSS Help Desk Manager will be involved to determine a path of resolution. Standard Issue Resolution within 3 business days if unable to resolve via telephone. In all cases, if a technician is available the resolution will be done ASAP; however, if a problem requires a technician to visit the computer and one is not readily available; ticket backlog would require the 3-business day timeframe. During large project implementations, standard issue resolution may take up to 5 business days due to limited resources. Password Changes/New User Setup Resolution within 3 business days for new user setups. Password changes will be accommodated within 4 business hours for current clients. Computer Down Priority 1 immediate response with minimum follow up in 4 hours depending upon group s current workload. We ask that you provide us with as much notice as possible for new lines, new computers, etc because we must coordinate these efforts with other entities (both internally and outside of WASHU) that may add additional time to resolution. (E.g. CIT requires a 2-week lead time to install a new network line. See section on Network lines for detailed CIT data line policies and costs.) 4
Services You Can Expect From Your Helpdesk Core services: Network & e-mail account setup Network file storage space (H: drive) that is backed up nightly. Use this space to store any files that are critical to your business. Printing setup and configuration to local or network printers. Computer hardware support systems meeting current hardware standards receive full support. Old computers beneath current standards receive 1 hour good citizen effort. Computer software support University standard applications receive full support. Non-standard software packages receive 1 hour good citizen effort. NOTE: Screen savers, CHAT programs, or anything that is NOT work related is not supported and will be removed if found to be conflicting with standard packages. Computer Peripherals IMCSS will install and support any standard computer peripheral that is related to work. This includes printers, scanners, palm pilots etc. In some cases, we will also help with digital cameras or other hardware. Please contact Nancy Webb (314-362-3080) if there are questions about what will be supported by IMCSS. Computer related Purchasing IMCSS will provide recommendations, quotes and help in ordering and installing new computers and related peripherals. Computer moves can be performed by your staff, movers or a local courier. IMCSS will coordinate with you to disconnect all computers before they are moved and reconnect and reconfigure them at their new location. IMCSS uses J&S Express to move computers and contact info for that company can be provided to Divisions if they wish to use their moving services. Updates to this policy are published at http://imcss.wustl.edu 5
Purchasing Computers & Peripherals Through IMCSS IMCSS will assist you with any computer related hardware or software purchases. IMCSS will make recommendations for hardware that is compatible with our systems and within the current standards for the University. IMCSS will obtain quotes for you from University vendors. The person requesting the quote needs to have it approved by their Division and the Division purchasing person puts the order online. Items should be shipped directly to the Divisions and when hardware or software arrives IMCSS should be contacted to schedule the installation if needed. Standard Quotes IMCSS maintains current quotes on new Dell systems and publish these on our web site. This page includes a standard computer and a laptop computer. IMCSS also posts two printer quotes, one network laser quality and one local deskjet quality. These quotes are posted as base lines and special configurations will be accommodated. These will be available at: http://imcss.wustl.edu/procedures/procurement.html OR - You may go to the general Imcss web page at: http://imcss.wustl.edu and click on Services and then click on Procurement Information. 6
Network data line activations / deactivations and new line pulls Network data lines are provided by a central Library group; CIT (Central Information Technology). The Department of Internal Medicine has a contract with CIT that allows them the following time frames and cost structures: New Lines Pulls & Activations Time frame 2 weeks - normal fee is $200 2-3 days emergency fee is $400 Existing Line Activations Time frame 2 weeks normal fee is $50 2-3 days emergency fee is $100 The Division Administrator must approve all requests for new lines or activations. If a request is submitted from a member of a division, the request is forwarded to the DA for approval before the job is sent to CIT for scheduling. Ongoing Charges: WUCON network lines - $16.50 per line, per month The DA should receive a detailed bill each month from the CIT networking group which details the line ID s in use. These should be monitored carefully for lines no longer in use. Important note: CIT will NEVER deactivate any line unless they receive a written request containing the line ID. This means if a group moves out of an area, you must submit a request (send to IMHELP) in order to have CIT deactivate the line and remove the charge from your future invoices. If you do not request these deactivations, you will continue to be billed and CIT will not issue credits for past months. 7
E-mail accounts & Network login accounts Internal Medicine E-mail accounts (@dom.wustl.edu) and Network login accounts are provided by the Department of Medicine to all faculty and staff members at no charge. Network accounts Network login accounts are needed for faculty and staff to access shared files and directories on the network servers or for network printing to shared printers. Each person with a network login has an H: drive provided to store files that need to be backed up. This H: drive is a private space that no one else has access to. We can provide shared folders on a different drive for use upon request. Division Administrators and their designated authorized staff members will be given access to a Sharepoint site containing new employee and termination forms. Forms must be filled out when new accounts are required or when a person leaves the Division. E-Mail accounts Internal Medicine accounts (@dom.wustl.edu) are provided at no cost for all department faculty and staff. You can access these accounts via the web client from any computer on the internet. Use the address: https://dommail.dom.wustl.edu/owa/ and when prompted, use your network login name proceeded by DOM\ and your password. Feel free to call our helpdesk for additional details on these options. 8
Mail Box Space Limitations Employees are limited to 150mb of active mailbox storage space. The purpose of this limitation is to maintain storage costs as well as facilitate mailbox maintenance for all employees and maintain backup routines to a 24 hour window. Options are available for employees to store their old mail locally where it will not affect the 150mb limitation. Please contact the helpdesk for assistance setting up this offline storage. Faculty members may be moved to the second tier storage level of 225mb. The third tier of email storage is 2GB and involves a $500 annual fee and a risk acknowledgement form. Please contact Nancy Webb for details. 9
Access from Home or while traveling IMCSS provides VPN accounts to access secure systems from home or while traveling. There is a HIPAA form to be signed to obtain the VPN account. Please contact the IMCSS Helpdesk to obtain the HIPAA form to request the account. IMCSS will attempt to help clients install the VPN software on their personal computers if possible. Personal computers should have anti-virus software and be up to date on the latest patches. 10
Barnes Hospital Systems and Account Access Barnes Hospital has many patient systems that University Faculty and Staff wish to access. The Department s computers have been migrated to the secure WUCON network which means BJC systems can be accessed from Washington University computers. If you wish to access BJC systems from home or from any computer which is not on the secure WUCON network you must use a secure mechanism. CITRIX This allows access to all hospital systems (Clindesk, MCIS etc). This is available for both PC s and Macintosh. VPN is provided by IMCSS at no cost. This allows access to Clinical Desktop and other BJC systems. Obtaining Logins & Passwords to BJC systems: BJC uses the ISR Request system. IMCSS (or BJC) can provide you with the paperwork needed to make this type of request. This paperwork must be filled out by both the Division Administrator (to provide billing information) and by the person requesting (who needs to sign confidentiality agreement). The form is then faxed to BJC at the fax number indicated at the top of the form. 11
IDX Accounts for Scheduling IDX accounts are requested by completing a form on their web page at: http://aladdin.wustl.edu/fpp/edures.nsf click on IDX Application click on Dictionary & Security Forms click on IDX Security Request Form You may download the form to fill out & fax back to them. You may call the IDX helpdesk directly at 314-935-0909 for questions relating to these forms. You may also call your regular helpdesk (314-362-2165) and we can conference you in with the IDX helpdesk to have your questions answered. Only certain people in each Division are authorized to request these accounts. 12
Other University Accounts Available for Fees Other Departments and groups offer fee based services to University Faculty and staff. CIT Library Group: Lotus Notes e-mail accounts (@notes.wustl.edu or @msnotes.wustl.edu) Available for $8 per month per account. There is also a quarterly surcharge if your account grows too large. Charges must be approved by the Division Administrator before request is processed by IMCSS. Proxy accounts used to access the Becker medical journals online. Cost is $25 per year. 13
Controlling Costs from Other University Departments Many fee-based services are available from other University Departments. Some of these services are available to you at no cost from Internal Medicine. 1 E-mail : Accounts from Internal Medicine are free to faculty & staff members. There are other e-mail services on campus that IM clients must pay for. These include the Lotus Notes accounts supported by the Library. Their cost is $8 per month per account. If you faculty member has a role in the Course Master program they may be required to have a Notes account, but it should be provided free of charge by Central Admin. 2 BASIC Accounts: The Library provides BASIC accounts for $10 per month per account. These provide a login name to the network and access to network printers and shared space on file servers for workgroup s use. All of these services are provided to Internal Medicine faculty and staff for free. 3 Network Lines: Network lines are provided by the CIT Library group. Their monthly cost is $18 for a standard network line. CIT NEVER deactivates an inactive line unless we send in a WRITTEN request with a line ID number. If you move from a building or suite you will continue to pay for the network lines in that area until you submit a list of line ID s to be deactivated. CIT does not issue credits for lines missed or unused. Nancy Webb is available to help you with analyzing your Interdepartmental charges for computer related issues. You may contact her at 314-362-3080 with questions or concerns. 14
Staff & Computer Physical Moves When you have staff moving their offices or computers, IMCSS is available for the following services: 1 IMCSS will visit a few hours prior to the actual move & disconnect computer equipment. 2 After Equipment is delivered, you may page your technician assigned to the move and they will setup the equipment in the new area. If they are working on another client s computer there may be a few hours delay to setup. The technician should be paged as soon as the computers arrive in the new locations. You will need to obtain or provide the services below: 1 Physical Move of equipment. Your own staff may do this or you may use professional movers. IMCSS uses J&S Courier service to move PC s and will provide you with their contact information if your Division would like to setup an account with them. They charge $4.50 to move any PC anywhere on campus. 2 Network line Identification. You will need to check the new locations for available network lines. The line ID s are written on the wall face plates. If you are not sure if the lines are active, you may call our helpdesk (314-362-2165) and they can look up the line ID number in the Library s database. If the line needs to be activated, the Division Administrator must approve. CIT has a contract with us that allows them up to two weeks to activate a line or pull a new line. Please let us know the port ID s early in order to avoid delays. Emergency service is available from CIT but the fees are twice the normal amounts for 1-2 day turnarounds. 15
New Accounts and Employee Terminations New Faculty and Staff members Please notify IMCSS of new employees account needs as early as possible. We have a standard 3 day turnaround to create new e-mail and network login accounts. Division Administrators and their designated authorized staff will be given access to a Sharepoint site that contains request forms for new accounts and terminations. http://domportal.dom.wustl.edu/pages/default.aspx Exiting Faculty and Staff members You will need to inform IMCSS when Faculty or Staff leave your Division. A termination form should be filled out. If the person is transferring to another Division within Medicine you will have the option to allow them to keep their old files and email messages or to have their accounts wiped clean when they leave your Division. IMCSS receives termination reports from the University HR group. These are reviewed and anyone on the termination list will have their accounts disabled. If you need to have someone kept active you should let us know as soon as possible. 16