Information Technology at Emory Information Technology Division Technical Services IT Briefing Agenda 7/15/04 PS Support Overview June Action Items TS Updates Tipping Point IPS Update Modem Pool Support Software Express NetCom (Wireless) Update SP2 –discussion & knowledge sharing of problems encountered and planning Mark Elliott Karen Jenkins Mahbuba Jay Flanagan Stu Lipkin Karen Jenkins Paul Petersen

Information Technology at Emory PeopleSoft8, OPUS & Local Support Mark Elliott PeopleSoft SA Tech Lead

Information Technology at Emory Information Technology Division Technical Services PeopleSoft 8 web client PeopleSoft 8 implemented June 2003 Robust HTML-based client fully deployed to all users Very limited Windows client use

Information Technology at Emory Information Technology Division Technical Services Web Client Support OS updates current Browser releases and updates current PC date, time, time zone correct Avoid duplicate-named PC’s Be aware of troubleshooting tips at

Information Technology at Emory Information Technology Division Technical Services Desktop Vulnerabilities & PS Some desktop issues are reported as PeopleSoft issues Example from March 2004: –Users reported slow PS performance –Problems could not be replicated centrally –PS technicians deployed –Problem identified as Gaobot virus

Information Technology at Emory Information Technology Division Technical Services Secure PS Resources PeopleSoft 8 servers in Trusted Admin Core –Webservers, File Servers, DB Servers behind firewall –OPUS access via Reverse-Proxy server –Exception access via PeopleSoft VPN Windows client users Off-campus, non-production web users All other protocols: e.g., SQL+, SSH –Exception file access protocols for specific interfaces

Information Technology at Emory Information Technology Division Technical Services PS Help Escalation First tier support is your local desktop support Second tier support: –Access, authentication issues: ITD Help Desk –Application, authorization issues: Students & Faculty – Staff – Contact your functional liaison (e.g., Registrar’s Office, Financial Aid Office, etc.)

Information Technology at Emory Information Technology Division Technical Services PeopleSoft

Information Technology at Emory Information Technology Division Technical Services June’s Action Items Blocked Port Process –Working on single view to all status using Support Magic –Re-activation process is to do one of the following: Fully annotate in the ticket how the system was cleaned and send to NetCom for activation Contact Craig Myers and he will send request to NetCom

Information Technology at Emory Information Technology Division Technical Services July 30 is now May 12 th into Magic will no longer be available Decommission delayed to add requested features and additional request forms –LearnLink, Maple Migration, IP Request, etc. –“Please wait” added during page load –Added ability to specify additional addresses to receive a copy of the support request confirmation After July 30 th users will receive a bounce message back with the ESR url

Information Technology at Emory Information Technology Division Technical Services System Maintenance New location to view the scheduled maintenance activities

Information Technology at Emory Information Technology Division Technical Services TS Updates Web Migration –Migrate code by 7/31 to Maple Active Directory –Old NT 4.0 domain will be decommissioned July 31 –Contact NT group to arrange a trust in EmoryunivAD –EmoryunivAD will be migrated to Native mode this weekend. –Upgrading some of the domain controllers to Win 2003 this weekend.

Information Technology at Emory Tipping Point IPS Implementation Jay D. Flanagan Technical Services

Information Technology at Emory Information Technology Division Technical Services 2 Box Border Deployment

Information Technology at Emory Information Technology Division Technical Services Tipping Point Deployment For Admin Trusted Core

Information Technology at Emory Modem Pool Support Status Stu Lipkin Technical Services

Information Technology at Emory Information Technology Division Technical Services Modem Pool Update The new number ( ) went live on June 15 th 2004 The old number ( ) was decommissioned on July 8 th 800+ calls taken in the last 5 weeks

Information Technology at Emory Information Technology Division Technical Services Modem Pool Stats 320 modems available Consistently rising usage Averaging 140 users Usage peaked at 252 users

Information Technology at Emory Information Technology Division Technical Services Known Support Issues Password Synchronization Windows 95/98 systems –Attached to a domain –Novell Client Installed –EOL pre-2001 installed –Old modem drivers or firmware

Information Technology at Emory Information Technology Division Technical Services Known Support Issues (cont.) Macintosh –Airport/Airport Extreme basestations –V92 modem scripts

Information Technology at Emory LiveUpdate & Software Express Karen Jenkins Technical Services

Information Technology at Emory Information Technology Division Technical Services LiveUpdate LiveUpdate migrated to new antivirus server –Updates occur 3 x per day –New Software Express and EOL Symantec client will be configured to this new system –Old 8.x clients will connect directly to Symantec for the updates until they are upgraded to the new version

Information Technology at Emory Information Technology Division Technical Services Managed AV –Campus parent server available to departmental servers for updates –Virus definitions updated hourly –and- critical updates can be pushed to clients immediately –Investigating installing a managed faculty/staff server and/or student server to provide management to campus entities without a local managed AV server … thoughts?

Information Technology at Emory Information Technology Division Technical Services New Software Center Portal to various methods to obtain software Software Express – downloadable site licensed software or Emory developed software TechTools – only for Tech Professionals in the Local Support Database (currently under development)

Information Technology at Emory Information Technology Division Technical Services NetCom

Information Technology at Emory Information Technology Division Technical Services SP2