Computer-Related Troubleshooting in LTS Olin (LTS Procedure #40)
Scope: This procedure describes the process in place in LTS Olin for solving computer-related problems. The initial problem determination is made by LTS Olin network administrators. They fix what they can and refer the rest to the Information Technology's Desktop Services Help Desk.
Contact: Gary Branch, NetAdmin Coordinator
Date last updated: 08/16/09
Date of next review: August 2010
Staff who experience problems with their computers or printers report them to the network administrator's problem resolution listserv: OLIN-LTSNETS-L. This can be done by using the Computer Help icon on staff computer desktops, available at: http://ctstechstats.library.cornell.edu/ctsmail/ctshelp.asp. Network administrators, following a previously established schedule, monitor the list throughout the day. While on duty, the network administrator should be mostly at his or her desk with an open Eudora session so as to quickly monitor incoming messages.
B. Dealing with Specific Problems
Whenever a problem is reported on the list, the network administrator who reads it either takes care of it or requests aid from the Netadmin team. In either case, the problem is attended to immediately. The network administrator sends a message on OLIN-LTSNETS-L to inform colleagues that the problem is being attended to.
After the problem has been diagnosed, whether it was solved or not, the individual who reported it and his or her supervisor are notified either that the problem was fixed or that it was referred to DLIT's Desktop Services Help Team via an email to CUL-DSHELP and copied to OLIN-LTSNETS-L.
C. Logs
The problems that are reported are logged. The accumulation of these logs help in the determination of when a machine needs to be upgraded or replaced.