IT Support Specialist - Abramson Family Cancer Research Institute
Contents
1. Open Microsoft Office Document 9 iim Printers v Search Pp E TweakVI B Views m Add a printer fn e Windows Update Name Documents Status maiis j ITAFCRI LaserJet 4350 on Pai abrmsn bdc Programs rl Ge Documents rc Microsoft Office Document iF v Image Writer E Setting Control Panel T 0 z BM Netware Connectons x Microsoft XPS Document E CO sach gt Writer n 0 gt e Help and Support Taskbar and Start Menu ua ia rs Add remove and configure local and network printers 9 z Shut Down Pa ABRAMSON 27 Family ANCER RESEARCH NSTITUTE 2 Click on the Add printer Icon which will be located in either of the two spots depending on what version of Windows you have A window will pop up once again similar to the one below Choose a local or network printer Add a local printer Use this option only if you don t have a USB printer Windows automatically installs USB printers when you plug them in gt Add a network wireless or Bluetooth printer Make sure that your computer is connected to the network or that your Bluetooth or wireless printer is turned on 3 Ifin Vista click the Printer was not listed to get to the Select a shared printer by name box In XP select the option Connect to this printer or to browse and type in abrmsn bdc Searching for available printers J gt The print2. Specific additions monitor extra memory etc Other software in addition to the standard build See setups and builds Budget number O OoOO Use of Personal or Non AFCRI purchased Computers Non AFCRI owned Laptop Home Personal computers are not supported by ITAFCRI Only AFCRI computing resources are eligible for support from ITAFCRI If this is not an ITAFCRI supported computer ITAFCRI staff will be unable to perform any installations or requested troubleshooting The machine will also not be allowed to connect to AFCRI network resources An AFCRI supported computer is one that has been purchased with Institute funds and was purchased through ITAFCRI If this machine is a Non AFCRI owned Laptop Home Personal your Principal Investigator can change the support status of this machine by contacting ITAFCRI and clearly stating that the lab will cover all costs relating to bringing the machine into compliance and the installation of required requested software You must also note that any warranties on the personal computer that exists may or may not become forfeit once this work is completed ISC and AFCRI policies require any computer configured to use PennNet or AFCRI network resources must meet AFCRI hardware security standards and be reviewed and configured by ITAFCRI Any AFCRI licensed software installed on personal or non AFCRI owned computers MUST be removed when the user or computer leaves the AFCRI If this is not done ITAFCRI wil
3. address A login window appears asking you to log in Simply enter your domain username and password Once logged in you are sent to your home page From this page you can Submit a new problem Check on existing problems See the number of problems that you currently have open Edit your user information To submit a new Work Order click Submit New ITAFCRI Helpdesk Request This will take you to the submission page Fill in all required fields making sure all ABRAMSON 5 za fami CANCER RESEARCH SF INSTITUTE provide adequate information in the description field Next click submit problem Your problem has been submitted and put into the queue You will receive an email confirming your request It will be processed according to severity Additionally if your computer is non functional and you cannot reach the helpdesk we ask that you attempt to submit a work order through a general use computer which each lab has This is preferred to emailing ITAFCRI Also you should NEVER submit a work order for another user This makes communication difficult and delays the overall resolution of a problem Checking Status To check on the status of your request you must first log in see request submission A list of the past 10 Work Order requests are on this page To view earlier requests click View All Past Requests Email Secondary Contact Method If you are unable to get to the helpdesk site we ask that you email us with
4. t seem like they are working correctly ABRAMSON 2 Jamily CANCER 3 EA cil A INSTITUTE Abramson Family Cancer Research Institute Information Technology Department s definition of support Support means that AFCRI IT staff will be responsible for O 0O0O000000000 0 General technical support Inclusion in the AFCRI domain Application support and education Access to AFCRI network resources Access to AFCRI Licensing programs Access to AFCRI IT ordering resources Access to AFCRI IT technical resources Access to centralized IP address ordering and port activations Data integrity procedures Operating system security Protection of Intellectual Property Compliance with ISC and SOMIS computing policies Compliance with US laws and US Copyright infringement laws ITAFCRI Policies and Procedures All machines supported by AFCRI IT must meet ISC and AFCRI computing standards All computers must be properly configured by ITAFCRI before connection to the network All IP addresses are to be assigned and managed by ITAFCRI only Ip addresses cannot be shared Each computer must have it s own IP address No general computing support or other technical support can be provided for machines Not in the AFCRI domain That do not meet ISC and AFCRI IT standards Machines not installed configured by AFCRI IT staff Machines with non supported operating systems applications or services Machines whose security status cannot b
5. CH SF INSTITUTE let people easily exchange music movies videos and other files over the Internet However analysis programs and services like KaZaA Napster Gnutella iMesh CuteMX LimeWire Scour Exchange and FreeNetfile are not as harmless as they might seem Copyright Issues and other Legal Ramifications Providing or obtaining copyrighted material e g music movies videos text and etc without permission from the rightful owner violates the United States Copyright Act While it is true that a number of artists have allowed their creative works to be freely copied those artists remain very much the exception Since our Open policy to encourage the growth of research using computational resources make it impossible to realistically monitor what is being hosted off of AFCRI computers it is best for you to assume that all works are copyright protected except those that explicitly state otherwise As an individual you should also be aware that you face liability for damages of up to 30 000 per infringement under the U S Copyright Act Additionally faculty and staff who may be in violation of copyright law place not only themselves at risk they may be incurring liability for the Abramson Family Cancer Research Institute and the University of Pennsylvania e g using the University network resources to obtain the material and or to store the material on AFCRI servers If an artist author publisher or law enforcemen
6. INFORMATION TECHNOLOGY DEPARTMENT USER S MANUAL REVISION 3 13 2008 BRAMSON APT family ANCER 1 1 11 I RESEARCH at the University of Pennsylvania NSTITUTE Cancer Center Table of Contents Statt Iistind OITice HOES use aosamec aa raxuxu cua aU ay anii enano Sab es ates 2 PORE WON RH Hr 3 Definition of SUuDDOTt issue eder nha eda nnn hn enn d xac a onn e Rn 4 ITAFCRI Policies and ProC dCuUres cccccecceeee eee eeeeeeeeeaeeeneenaes 4 USER ACCOULFIES sister teer xx err n Ri rtn e n uk e nid x o en o rae 5 boginPrOCed res uas asks iran d odaa a Ee i a REA FATE zr AREE sia 5 Contact Procedures ecco Rev e raa koe faa esa abe VE aa RR raa REE 5 Emall ACCOUNTS nea e sea abaci N daa da cdd ARE Saga als 7 Network FIGS RN EP 8 Pririt r ACCESS 2 232 xau daa ta Pu R ER Edu exec Edd c a dau a al aida sues 9 Supported Software eniai irna v ERR GN Tan Ea a A RR 9 Ed galaraiol ile Peer ens mere er crore srr eee eer rec UOTIS NETUS 9 Personal COMPULEIS soree o rave zd eure n PAYRE CIS ex circa Vue EE TES Qaa 10 Port Activations IP Addresses cceesnen meme 11 SECUMICY d UMS 12 Virus PROELGOEIO L a iouua2iiatoyecabasza duse ov aa ur EREa RACE OYera da Edi DKCE UNE 12 Network ProtocolS ase pe uaa iva vue kz ta E exi prave ae e xad dadas 12 Peer to Peer file sharing policy cccssccsseeseseeeseeeseeeaneeanes 12 Troubleshooting How to Guide s ssssssrssssssnrrrrrrrrrsrrrnnrrnns 14 Appendix A Helpdesk instruct
7. RAMSON 24 Family ANCER ARCH NSTITUTE Browse For Folder Select a shared network Folder zl sg P Ex T mg m ug sg mg mg Pear Lab Reiner Lab Simon Lab SYSVOL Thompson Lab Tuveson Lab Vonderheide Lab Weber Lab amp k2 Yang Lab 1 Printers and Faxes amp 9 web Client Network m D rreren Make New Folder 3 Then left click Finish Make sure that Reconnect at login is unchecked when on general lab machines From here a window will open with the folder you have selected BRAMSON 25 Jamily CANCER RESEARCH NSTITL ITE Appendix D Printer connection OS X Currently the only way to connect to a printer with a Mac is through IP direct As we transition to a better printing experience for our Mac users we ask that you put in a workorder to have printers added to your printer list rather than try to set the printer up yourself http www afcri upenn edu IThelpdesk ABRAMSON 26 Jamily CANCER A INSTITUTE Appendix E Connecting a printer to your Windows machines 1 Click on the Start button Setting then Printers A window will pop up similar to the one below XP Fle Edt vew Favormes Took Heb Os B pO Sesech HE Folders E Address T Printers and Faxes ae ter Tasks 2 A ITAPCRI LaserJet 4100 on t 0 Dy Saers ond Cameras Mr Documents E Mr Pxtures QD My Computor Vista e Default Programs New Microsoft Office Document EA E
8. TOP 10 PAST REQUESTS ID USERNAME TITLE SUBMITTED STATUS User Menu TOTAL TICKETS 0 ABRAMSON y family CANCER RESEARCH NSTITUTE 7 Click Submit New ITAFCRI Helpdesk Request to create a workorder Please select a category that best describes your issue and do your best to describe the problem A WorkOrder with detailed description of the problem is much easier and faster to resolve than a WorkOrder that states My computer doesn t work NEW TICKET Tuesday March 11 2008 SUBMIT NEW ITAFCRI HELPDESK REQUEST Update My Profile user test usert e itafcri mail med upenn edu ITAFCRI 505 Brief Description TestWorkOrder Category fAbramson New User Account u i Abramson New User Account LANDE Abramson Share Permissions Abramson Shared Folder Creation Macintosh Hardware Issues Macintosh Operating System Upgrade Macintosh OS 9 Issues Macintosh OS X Issues Macintosh Software Installation Macintosh Software Issues na v re ic Macintosh si isle Sinha Misc Any Problem Not Lister SUBMIT RE Network BEN Issues Mau eee Network E Mail Issues Network HUPNet Data Drop Installs Activations Network IP Address Requests Network PennNet Data Drop Installs Activations Purchasing Hardware Purchases Purchasing New Computer Purchases Purchasing Peripherals Purchases Purchasing Software Purchases nd 8 Click Submit to have your workorder submi
9. X 1 From the Go menu select Connect to Server Forward Enclosing Folder iii Computer A Home Desktop Network iDisk A Applications Utilities Recent Folders Go to Folder Connect to Server K 2 Type afp abrmsn s0 abrmsn d1 upenn edu in the Address field Server Address abrmsn s0 abrmsn d1 upenn edul Q Favorite Servers Remove Connect 4 ABRAMSON 21 Family CANCER NSTITUTE 3 Click Connect A dialog box similar to the following will appear Enter your user name and password to access the file server ABRMSN SO Password eeeeseces f Remember this password in my keychain 4 Type your UserName into the Name field 5 Type your UserName password into the Password field 6 Click Connect A window similar to the following will appear Select the volumes you want to mount on ABRMSN SO Metamorph MoFlo PO1 Site Visit ABRAMSON 22 Jamily CANCER RESEARCH NSTITUTE 7 From this point you can select your Lab Folder or your Users folder Click OK The volume you chose in this case Users should appear on your desktop A 4 E59 Thu Macintosh HD Ry users li abrmsn s0 abrmsn d1 upenn edu 2 Eo m Lo En Y DEVICES Connected as calafutc L Macintosh HD Name iDisk ACC EAB Administration Y SHARED 8 AFCRI Common Forms E AFCRI Faculty Recruitment 9 All ARRAY DATA E Bassing Lab 83 Brown Lab LE Desk
10. acing an old machine ITAFCRI must be notified ahead of time so we can order both a port and an IP address IP addresses must remain with the computer or network resource it is assigned to There can be no swapping of addresses Swapping or moving IP ABRAMSON 11 fami CANCER Nu tI EARCII I NSTITUTE addresses between computers or other network resources is prohibited by ISC and AFCRI network usage policies Failure to comply with this policy can result in the suspension of all the IP addresses involved in the incident with the user or lab being responsible for any troubleshooting or new IP address costs Security Any machine within the Institute must meet AFCRI IT department and ISC computing standards All machines accessing AFCRI network resources must be administratively controlled by AFCRI IT staff to ensure proper security status and operating system patch or revision status If we cannot confirm security status of a machine that machine will not have access to AFCRI network resources ex If the operating system is unsupported AFCRI IT staff cannot determine security status As the only recognized support provider and responsible party for AFCRI computing resources the AFCRI IT department must be able to ensure compliance with all ISC SOMIS and AFCRI policies All current AFCRI IT controlled servers exceed ISC Critical Host policy requirements We can also ensure proper physical security of all AFCRI servers Strong us
11. amp up Adobe Reader 8 Canvas 9 amp up Endnote 8 0 amp up File Maker Pro 8 amp up installation only A partial list only Be sure to check with the department as this list is constantly updating Other applications may be supported provided they are work related and approved by ITAFCRI Computer Resource purchasing As per AFCRI Administrative policy when purchasing computer equipment and software for you or your lab the order must be placed through the IT department Doing so enables us to control all hardware and software coming into the Institute Also all software media and license information will be retained by ITAFCRI to ensure compliance with the software licenses Any resource not ordered through ITAFCRI will run the risk of not being supported When requesting any computerized resource we must have a written statement from your PI or Lab Manager stating that the purchase has been approved ITAFCRI is not responsible for ordering any printer supplies or media New Computers To request a new computer you must first get the approval of your lab manager or Principle Investigator followed by our department We will need to know the following information so we can build out a machine to suite your needs BRAMSON 9 A Jamil CANCER uz o Amount allocated to spend INSTITUTE o Primary role of machine general user workstation microscope other special lab machine laptop Dell Apple HP approved suppliers
12. applications disguised as music movies videos and other files These malicious applications Virus Worms Trojans etc often lead to data loss ABRAMSON 13 family CANCER J INSTITUTE uz security issues and general work flow interruption Also when users download and execute these malicious applications Virus Worms Trojans etc additional work load on AFCRI IT resources is created by having to troubleshoot clean and even rebuild the affected computers This also impacts the overall productivity of the Institute as this is unscheduled downtime for the computer Policy on Peer to Peer File Sharing Applications Based on the above listed reasons and many other operational and security issues relating to peer to peer file sharing applications and services such as KaZaA Napster Gnutella iMesh CuteMX LimeWire Scour Exchange FreeNet Torrent E Mule and Neo it is AFCRI IT s recommendation that all such services be removed from AFCRI computers and computers used on University networks in use within the AFCRI Peer to peer file sharing applications and services such as KaZaA Napster Gnutella iMesh CuteMX LimeWire Scour Exchange FreeNet Torrent E Mule and Neo will be prohibited from use on all supported computers within the AFCRI If a machine is found to have any of these applications installed the user must agree to uninstall or have AFCRI IT uninstall the application Failure or refusal to uninstall the applicat
13. e positively determined All machines should have properly licensed software no illegal software i e pirated software cracked or otherwise unofficial serial numbers or any other improperly obtained software is permissible on machines supported by AFCRI IT Applications and Services that fall outside of the scope of the general computing needs of the AFCRI will be supported on a case by case basis after a proper security and impact analysis is conducted Use of file sharing software and sharing of copyrighted material is prohibited this includes MP3 MPEG AVI and DIVX files More information regarding Peer to Peer can be found on page 12 ABRAMSON 3 Jamil CANCER tI EARCII SF INSTITUTE o No potentially copyrighted materials or files MP3 MPEG AVI DIVX etc may be stored on AFCRI network resources Users Accounts All new users that come into the Institute must obtain an ABRMSN user account through the IT department The proper form is included in the packet given to you by the HR department If you did not receive the form please come to room 505 to fill one out On this form please provide the following information Users first and last name Associated lab Project affiliation Location Room number End Date if Applicable Authorized signature we will not be able to activate your account without this 0oO0O000 0 User accounts consist of a username password and also a personal network folder Th
14. e username will be the user s last name with their first initial e g smithj For security reasons every user that comes into the Institute must have their own user account Please be advised sharing accounts or passwords is HIGHLY against AFCRI policy so please do not give any of your information to anyone This is for your own personal safety accountability and data integrity Passwords For increased security due to HIPAA regulations user passwords must be alpha numeric and at least eight digits in length Additionally passwords will not be accepted if they contain any part of a users name lab or even words found in a dictionary e g bOxing11 Your user account will not be activated until it has a secure password Response Times to Service requests Critical Issues Non functioning computers non functioning equipment control machines and inability to connect to AFCRI servers Response time O 4 Hours Medium Priority Issues Application failure inability to connect to the Internet computer slowness Virus Trojan concerns and other similar issues Response time O 8 Hours Low Priority Issues Software installations configurations application training network installation configuration software hardware ordering printer installations and similar issues Response time O 24 Hours BRAMSON 4 A famib CANCER tI EARCII SF INSTITUTE Resolution times are different from Response times Resolution times are unique
15. er based permissions and file sharing permissions are implemented by AFCRI IT however Peer to Peer file sharing is not supported by due to security risks involved Please see below Network protocol and regulations section on page 12 Virus protection As stated earlier all machines that are connected to the network must have Symantec Anti Virus Corporate Edition installed on them This is the only approved anti virus software Please do not turn off the virus protection or abort the scheduled scan as this does not protect your computer or the network from viruses Network protocol and regulations The Abramson Family Cancer Research Institute Information Technology department adheres to all Federal and University policies regarding computer usage Therefore all computers in the Abramson Institute must comply with network protocols and regulations of both ITAFCRI and ISC Failure to follow these protocols and regulations will result in the computer being pulled off line until it is deemed safe to be reinstated Abramson Family Cancer Research Institute Policy On Peer To Peer File Sharing Applications Recently there has been significant media coverage and controversy surrounding the use of KaZaA Napster Gnutella iMesh CuteMX LimeWire Scour Exchange Torrent E Mule Neo and FreeNet and other peer to peer file sharing programs and services available on the Internet These programs are designed to ABRAMSON 12 za fami CANCER RESEAR
16. er that I want isn t listed ABRAMSON 28 family CANCER RESEARCH NSTITUTE Find a printer by name or TCP IP address Browse for a printer Select a shared printer by name Mabrmsn bdc ample computername printername or http computername printers printername printer Add a printer using a TCP IP address or hostname Add a Bluetooth printer 4 Now alist of available printers should appear under your mouse Choose the printer you wish to connect to and click OK If you do not have permission to print to the printer you will get an error message stating so 5 You will also have the option of making the printer your default printer When finished click Next and then Finish BRAMSON 29 family CANCER RESEARCH INSTITUTE
17. ion will result in that machine not being supported by AFCRI IT and any AFCRI network resources IP addresses and Network port activations to be removed or deactivated until the applications are removed Troubleshooting How to Guide How do I use the online helpdesk See Appendix A How do I connect to the server Mac See Appendix B How do I connect to the server Windows See Appendix C How do I connect to printers Mac See Appendix D How do I connect to printers Windows See Appendix E I can not log onto my Windows machine There can be a number of reasons that could cause this situation The first is that you may be typing your username wrong Usernames are last name first initial Secondly you may be typing your password wrong And lastly make sure that you are logging onto the ABRMSN D1 domain and not ABRMSN W I accidentally erased overwritten a file that I need If you experience this problem please contact us through the helpdesk and we will do all that we can to restore the file provided it was on our servers In most cases you have a one day guaranteed that the file can be recovered No files stored locally on your computer are guaranteed by ITAFCRI How do I set a vacation message for my email BRAMSON 14 A famil CANCER tl EARCII SF INSTITUTE Vacation messages can be set on the University s webmail site at www upenn edu computing webmail You will need to pick your email server Then log in with your PennKey and pa
18. ions ccccccsscsseesseessesseesaeees 16 Appendix B OS X server connection eeeeeeeeeese 21 Appendix C Windows server connection sseeeesrerrsrssereses 24 Appendix D Printer connection OS X eee 26 Appendix E Printer connection Windows essere 27 Abramson Family Cancer Research Institute IT Department Staff Listing e William Ihlenfeld IT Director Robert Colligon IT Manager e Aaron Atkinson Database Administrator Curt Calafut Apple Support Specialist HelpDesk Queue Manager e Thomas Palm IT Support Specialist John Bertos IT Support Specialist Fletcher Moody Database Support Specialist Our regular office hours are 8 am to 5 pm Monday thru Friday ABRAMSON 5x family Y gt A CANCER tI EARCII 7 INSTITUTE A Forward The goal of any customer support industry is to ensure a reliable product efficient means of communication and most readily accessible team of people to fix any issue you may have While your satisfaction is our number one goal we must balance satisfaction with the security and efficient operation of the institute as a whole The easiest way for us to achieve all our goals is cooperation from you Following the steps and instructions in this manual will enable us to be the most efficient department possible while supplying a reliable place to turn when your computer encounters problems or when things just don
19. l report the license as missing property and the user or the originating lab will be responsible for the costs of replacing any AFCRI licenses not removed from the computer Hardware Software Additional hardware and software can be purchased if the need is warranted If it is software that we do not have please contact us and let us know what specific package you need and what it will be used for For ITAFCRI to start supporting a personal computer and have it connect to our servers the following will need to be done gt Begin the process by submitting a Work Order request at http www afcri upenn edu IThelpdesk gt Any support request for personal computers not purchased with AFCRI funding will require verification by the lab PI or Administrative Manager This can be done by email stating that the lab assumes all costs associated with supporting the personal computer The email can be sent to our department ABRAMSON 10 y fami CANCER RESEARCH SF INSTITUTE email address at ITAFCRI mail med upenn edu and must come from your PI or Manager gt Computrace a computer tracking anti theft program must be purchased and installed on all portable computers supported by ITAFCRI This is in compliance with policies established by the University gt Once we receive written PI or Manager verification we can begin the approval process for personal computer support by ITAFCRI All personal computers requesting support from ITAFCRI
20. ll not be held liable or responsible for any data not stored on AFCRI servers or network resources and processed by AFCRI IT backup procedures Peer to Peer file shares will not be covered under AFCRI IT data integrity procedures nor will any machine not in the AFCRI domain or non supported machines be covered Peer to Peer file sharing is also against ISC Critical Host policy and is not permitted Support for non AFCRI IT data integrity procedures or devices will not be provided by AFCRI IT due to liability and responsibility issues User network drives As mentioned earlier all users that have an account on the domain receive a network drive This drive is specific to you and only you No other person can access this data Your user drive can be found at abrmsn s0O users username or abrmsn sO abrmsn d1 upenn edu Users username on mac where the username is your domain logon This drive is the only place that you should be storing work related data We advise against storing data on the hard drive of the computer due to the possibility of data loss if the local computer fails ABRAMSON 7 fami CANCER tI EARCII SF INSTITUTE While we have no quotas set on your individual User folders space is limited We ask that you keep your user folder under 5GB Departmental shares Each lab in the Institute has its own lab folder in which each member of the lab can use to share lab data This folder should not contain any personal data that y
21. must be inspected to ensure the machine has not had its security compromised and meets minimum specifications for operation by ISC and AFCRI standard requirements A checklist of these requirements can be found at the end of this guide After the personal computer has been evaluated and meets the requirements for support by ITAFCRI the computer is given a standard AFCRI build out configuration and is joined to domain resources Be aware of your laptop service plan warranty and policy Any work done by ITAFCRI may potentially void your warranty This varies per manufacturer and model Also please be aware of software licensing of programs installed by ITAFCRI If you are leaving the institute your lab will be charged for any licenses lost by not having them properly recovered by IT staff Supported System As Technology changes so does our list of minimum supported specifications ISC has a comprehensive list of recommendations and minimum system requirements that can be found in the link below These specifications can be used as a guide to see if your computer can be supported by ITAFCRI http www upenn edu computing arch standards Port activations IP address requests All requests for port activations and IP addresses must be made through the IT department Once received there is a 3 to 7 day turn around time Installation of a wallplate may take even longer If you are purchasing a new machine for the lab and it is not repl
22. ou do not want others to see Again we highly recommend that you do not save any critical lab data on local hard drives We cannot guarantee or retrieve the data if the hard drive has failed or data is accidently deleted Special project shares If the need arises for a folder for your special project please contact our department and we will be able to create one for you When contacting us please let us know who will need access to the folder and what kind of access that is required Once again we ask that no data be stored on the local hard drive of lab computers or your logon information be shared with anyone Additional information on connecting to network files can be found in Appendices B and C of this manual ABRAMSON 8 X fam CANCER A INSTITUTE Printer Access Each lab has its own printer or printers for the lab to print to If you are having problems printing to a lab printer or need access to additional printers please submit a workorder For instructions on how to connect to a printer please see Appendices D and E of this manual Supported Software Supported operating MS Office Suite 2003 amp up Systems include Norton Anti Virus Corporate Windows XP Pro SP2 Secure CRT Terminal Windows Vista Business Filezilla Enterprise and Ultimate Firefox Macintosh 10 3 Current Roxio CD Creater Suite Kerberos Leash Software Safari Adobe Acrobat 6 amp up Apple Mail Adobe Illustrator 10 0 amp up Adobe Photoshop 7
23. ount is changed to Basic security we will be able to assist with configuring the supported client of your choice on your local computer Our supported email clients are Outlook Entourage and Apple s Mail program Support for other mail programs such as Thunderbird are on a Best effort basis As an alternative to the mail med we do also support accounts on Penn s Exchange servers If you would like to request an Exchange account please create a new workorder and we ll discuss this option with you For your convenience the University of Pennsylvania has a web based email client that enables you to check email from any computer that has access to the internet The address for this site is www upenn edu computing webmail for mail med accounts and www webmail exchange upenn edu owa for Exchange accounts Please note that these mail servers are not run by ITAFCRI and we are limited in supporting any email problems you may have Network file access Since ITAFCRI servers must comply with Federal University ISC and School of Medicine regulations and other applicable ISC regulations you can be assured that your data is secured and protected from outside parties All data that is stored on AFCRI servers is backed up nightly with offsite magazine storage using a top of the line Quantum Superloader Any data not properly stored on AFCRI servers or network resources will not be covered under AFCRI IT data integrity policies AFCRI IT wi
24. sers in the future 1 Go to http www afcri upenn edu IThelpdesk 2 When the page loads you will receive a window similar to the ones below and proceed to login as follows Windows MacOS X Connect to www afcri upenn edu To view this page you need to log in to area 5t www afcri upenn edu on m www afcri upenn edu 8022 Your log in information will be sent securely www afcri upenn edu Name username User name i usert Password eeeecece Remember this password in my keychain Caneel Clogin Remember my password ABRAMSON 16 Jamily CANCER SEARCH NSTITUTE 3 After successfully logging in for the first time you will be prompted to enter some information about yourself This window will look like the following UPDATE PROFILE Tuesday March 11 2008 UPDATE MY INFORMATION UserMame usert FirstName i LastName id emat Please note that due to the School of Medicine security change the ITAFCRI HELPDESK cannot send outside of the mail med upenn edu domain This means you will possibly not receive any emails concerning the status of your tickets Location od Phone oo Department ITAFCRI uf User Menu Rep Menu Search Menu After your initial login you will skip this step and be taken directly to the Main Menu which is illustrated in Step 7 4 We ask that you enter as much information abo
25. ssword You want to log into the Account Services not webmail From here you will click on Create a vacation message Create a message then click submit The sender will now be issued a reply email with your custom message Remember to take your away message off when you return I am leaving the Institute and taking my machine what do I need to do You must first contact ITAFCRI informing us of your situation We will set up a time to go over the computer During this time we will take off all software that is registered to The Abramson Institute and make a local account for you to log on What if my machine is in a non functional state Please submit a work order from another machine to the online helpdesk at http www afcri upenn edu ITHelpDesk If you are unable to do so please call 746 6342 This option is only for non functional machines Do not use this line for regular support issues If you call for a regular computing issue on this line you will be directed to the online helpdesk and your issue will not be documented ABRAMSON 15 family CANCER RESEARCH SF INSTITUTE APPENDIX A Submitting a WorkOrder Online AFCRI IT Help Desk Please note that this web application is currently only supported using Internet Explorer or Firefox on Windows platform and Firefox or Safari on the Mac platform While this application may work on other browsers we can make no guarantee it will We are planning to make it available to other brow
26. t agency notifies the University that you are violating copyright laws then the relevant offices within the University will investigate the complaint If appropriate action will be taken against you in accordance with University policy In some cases violations of University policy could result in suspending your network access privileges and or criminal prosecution under state and federal statutes Negative Effects on Network Performance and Malicious Applications Peer to peer file sharing applications and services such as KaZaA Napster Gnutella iMesh CuteMX LimeWire Scour Exchange FreeNet Torrent E Mule and Neo can generate so much network traffic that they adversely affect network performance for users who share the same local network Use of these applications is perceived as being most widespread among students however there is a large number of faculty and staff who have these applications installed on AFCRI workstations All persons who are authorized to access and use University networking and AFCRI information resources are required to use these resources in a manner that advance the education research health care and public service missions of the Institute and the University Another issue relating to peer to peer file sharing applications and services such as KaZaA Napster Gnutella iMesh CuteMX LimeWire Scour Exchange FreeNet Torrent E Mule and Neo is that many of the files and applications are actually malicious
27. to each Work Order and cannot be generalized Login Procedures To log into a Windows based machine use your user name and password Make sure that you are logging onto ABRMSN D1 not ABRMSN W Computer Number There is a dropdown menu below where you insert your password If the dropdown menu does not appear then click on options and you should see then it To log into an Apple computer that is running OS X 10 5 or later and equipment control computers you will need to use your Abramson user name and password For older Macs running 10 4 and earlier user accounts are local rather than networked You can use an existing local account if you have the user name and password or preferably you can put in a work order and we will create a local account for you Contact Procedures Web based submission form Primary Contact Method http www afcri upenn edu ithelpdesk Now available is our web based submission site that can be found at the above link It is available 24 hours a day 7 days a week from any computer that has access to the internet This easy to navigate site is the primary means of contact for our department The helpdesk puts each request in a queue and processes them according to severity This helps us keep track of all problems so we can track each problem through to resolution enabling us to be more effective and efficient in our service To make a request In either Internet Explorer Firefox or Safari go to the above
28. top Carroll Projects QS calafutc CBIO Faculty Affairs Applications Cell Imaging Core F Documents Chodosh Chodosh Affymetrix ENUE X SEARCH FOR Chodosh Imaging FUN LA BRAMSON family Ci ANCER RESEARCH NSTITUTE 23 APPENDIX C e My Documents Open Explore Search Manage Map Network Drive Disconnect Network Drive Create Shortcut Delete Rename Properties Internet Explorer Map Network Drive 2 Left click OK to close the Browse al window and then nelli pick the letter you want to assign the drive Connecting a Windows based machine to the server 1 Right click on either My Computer or My Network Places and left click on Map Network Drive 2 From here you can either type Wabrmsn sOVo ldername where foldername is the folder you want OR you can browse to the folder you want by clicking Browse The path that you will follow is abrmsn d1 abrmsn sO foldername Windows can help you connect to a shared network Folder and assign a drive letter to the connection so that you can access the Folder using My Computer Specify the drive letter For the connection and the Folder that you want to connect to Drive z x Folder VAbrmsn sOlUsersl iv Example server share C Reconnect at logon Connect using a different user name Sign up For online storage or connect ta a network server B
29. tted to the AFCRI IT Department You will receive a confirmation screen after your workorder has been submitted which contains all the pertinent information for you Please refer to your WorkOrder ID WorkOrder 8447 e user test usert itafcri mail med upenn edu ITAFCRI 505 Abramson New User Account Y Standard v Assigned TestWorkOrder Test WorkOrder Documentation 3 11 2008 10 26 00 AM vuthy SUBMIT User Menu ABRAMSON 19 family ANCER RESEARCH INSHAHE 9 Click Menu and you will return to the Main Menu ITAFCRI HELPDESK Tuesday March 11 2008 USER MENU SUBMIT NEW ITAFCRI HELPDESK REQUEST VIEW ALL PAST REQUESTS UPDATE MY INFORMATION TOP 10 PAST REQUESTS USERNAME TITLE SUBMITTED STATUS TestWorkOrder 3 11 2008 10 07 00 AM Closed User Menu TOTAL TICKETS 2 10 To end your current session simply close your browser window Checking a WorkOrder Online AFCRI IT Help Desk 1 From the Main Menu you can see the status of your most current WorkOrders Here you 10 most recent WorkOrder requests are displayed showing the ID Title and current status You can view more details of a specific work order by clicking it 2 You can also see earlier WorkOrder requests by clicking the View All Past Requests link 3 To end your current session simply close your browser window ABRAMSON 20 Jamily ANCER RESEARCH NSTITUTE APPENDIX B Connecting to a Windows Server Mac OS
30. ut yourself since this will provide us with the means to contact you either via email or phone A list of departments is included in this window A sample of what this user information should look like is below Lacation p05 Phones 1 Department HITAFCRI v Administration Alwinie Lab EM Brown Lab Cell Imaging Core Chadosh Lab Choi Lab Coukos Lab Diehl Lab Facilities Greenberg Lab Hua Lab June Lab Koretzky Lab Nathanson Lab Pear Lab Penn Tower Reiner Lab Simon Lab Stanger Lab ch Menu BRAMSON 17 family NCER RI SEARCII NSTITUTE 5 Please click the Submit button to update your information You will receive the following confirmation window UPDATE PROFILE Tuesday March 11 2008 UPDATE MY INFORMATION UserName FirstName LastName Email itafcri mail med upenn edu Please note that due to the School of Medicine security change the ITAFCRI HELPDESK cannot send outside of the mail med upenn edu domain This means you will possibly not receive any emails concerning the status of your tickets Location Phone Department ITAFCRI Y UPDATE RESET User Menu Rep Menu Search Menu t e m gt 6 Click the Main Menu link to begin using the web application The main menu looks as follows ITAFCRI HELPDESK Tuesday March 11 2008 USER MENU SUBMIT NEW ITAFCRI HELPDESK REQUEST VIEW ALL PAST REQUESTS UPDATE MY INFORMATION
31. your problem at ITAFCRI MAIL MED UPENN EDU Be sure to include a detailed description of your problem and also your room number You will receive a confirmation email once your request is received Please do not use the ITAFCRI Staff s personal email addresses for assistance The Online Help Desk and the Departmental accounts are monitored by the whole department which helps process computing issues more efficiently Phone Emergency Contact Method While submissions through the Online Help Desk or submissions via email are our preferred methods of contact we understand that there are times when it is not possible to do either If your computer is non functional or if you experience a problem which makes these methods of contact inaccessible we can be reached by phone at 746 6342 or 746 6343 We also ask that computing issues aren t submitted verbally to the department Verbal submissions make it extremely difficult to process your submission and setup a service call Email Accounts Mail med accounts are not mandatory However if you do wish to obtain a mail med account you will need to obtain the proper PennKey paperwork through BRAMSON 6 A famib CANCER tI EARCII SF INSTITUTE the HR department Once your account is created you will have access to webmail only To use your mail med account with an email client you will need to have the security of your account changed from Enhanced to Basic Once the acc
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