Network Update

I've been asked to outline how I prioritize user calls and determine response times. The following is a good representation of my priority list (always of course with exceptions) with examples but not an inclusive list of calls:

Highest priority - immediate response: 

    Server down

    Staff or faculty computer not starting

High priority - quick response:

    Staff or faculty unable to connect to network

    Network printer not connecting

Medium priority - within a few hours response:

    Staff or faculty with computer virus

    Workstudy/GradAssistant workstation not connecting or having problems   

Low priority - within a day response:

    User unable to print to network printer ( but has deskjet at workstation)

Lowest priority - either request user to contact help desk or will find answer and return call:

    GroupWise issues

    PeopleSoft questions or issues

    Software questions or issues (how to stop Word from numbering your paragraphs, for example)

REMINDER:

Remember to always call your Network Administrator for issues with your computer and connectivity.  I will advise you whether to call the help desk or if I cannot handle the call, will probably make a help desk call request myself.  The help desk is to be call first only on GroupWise or PeopleSoft issues....

Also, I cannot repeat too many times,  update your virus protection (Norton Corporate Edition) often and scan your computer often. Workstations as well as servers have been targets of the viruses that are going around.  Save your data often and be sure you have a backup on the server (your 'H' or 'I' folders).  

 Computer Workshop - January 8, 2002

STUDENT LABS

Open lab hours are posted at each site.  If you wish to reserve either computer lab for instructional use, or have questions or requests, please contact Susan Emerson, SSPA Lab Coordinator at 426-3816, or via e-mail, semerson@boisestate.edu.