1st Line Support Advice

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network issue - why whats up?

 

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Is this a legitimate question? or an example of what they say? Ill assume its legitimate, although its a slight hijack of the thread - you get that error if the IP address the computer is using is in use by another machine on the network. Possibly other things too though.

 

What levels of support do you have at your company Fergal1982? Do you have engineers who go out to these business or is the repair done onsite?

 

we have a variety. we cover the whole uk division (and various international sites are also covered by us), and so have a global Service Support Center, comprising of first and second line support. Both of these are remote support and use remote admin tools to try to solve the issues. In the event that remote support cant resolve the issue its passed to local operations which covers everything from the servers in that location, to the actual PCs, and in most cases is desk visits (most major sites have onsite personel). For the really remote sites, the users are required to bring the machine into an IT manned office for repair.

 

I installed a desktop PC in a ward about 2 weeks ago.
It was XP pro sp2 with Office 2003, 100mbps LAN card and its RIS built on Pentium 4 image.

In order to download the specialised software for this computer a IP address has to be set up with the GUID and MAC address of that PC.

Before it goes out to the customer it is defrag, check that all software and network connections work and all window updates have been downloaded.

So Iknow the PC and IP address was correct before going to the customer and yet this message pops up on the Tool bar next to the clock stating limited or no connectivity.
When I click on the two monitor Icons it shows a yellow triangle wit explanation mark next to the lan card??

q) how did it get there
q) What do you do get rid of it?

 

if the machine is set with a static IP and was working ok before you sent it out. it could still be an IP conflict. Correct me if im wrong but if their network and yours are on different subnets, you could have the same IP being used on both. so what was ok for you might not be in the new location. I could be wrong on that though.

It might be best to move this into a new topic dedicated to this issue though, so as not to confuse things.

 

have you tried releasing and renewing the connection? that most of the time resolves the prob

 

Hmm I am quite Jealous of you and Cheeks using remote access, I wish we could use that at the NHS, it would solve half our problems that come in. Unfortunately the old Catch 22 comes into play with medical data.


Catch 22 we are not allowed to see medical information contained inside medical programs and yet we are constantly asked how medical programs work by the users.

catch 22 we can not use RA because we would have access to patient files without the knowledge of users??? I can never figure out that one after all you sign a contract stating you will be proscuted if you do disclose the information in those files?

 

Do you mean using CMD in the run command?

and typing ipconfig/ release and ipconfig/renew?

Hmm I will give it ago, I was wondering if someone could have tampered with the IP and DNS address?

 

not being rude, but that sounds like bollocks - they can simply set the software so that, the <end user> has to give you permission to access, plus you *should* ask for permission before remoting to their pc.

 

also depends on the network setpup aswell? are they given static ips? or all done by dhcp?

 

True, on low level PC's where no medical data is on the computer. However, it's not the technolgy that can be done it's the permission from upper management that states IT engineers must not know staff passwords or have access to network drives that contain patient records.

Which means if we want to set up outlook 2003 on their PC we have to wait for the to logg in before we can set up their account.

 

Thanks Fergal

 

Then your IT managers *should* inform that IT bods can access data, especially when the time comes where they have to recovery data, unless NHS policies state that the end user have to recover their own data due to privacy

...but then sensitive data should'nt be sent via email anyway

 

Do you use Outlook in Office 2003?

If so have you ever set up an account on a pc?

i.e. microsoft exchange server route uncheck cache box and setup server and check name on server?

This can only be done on the computer itself not through RA.
But since IT engineers are not allowed to know other people passwords. The customer has to be there when we set up an the outlook account on their computer. Each user has a windows password, if the engineer logged into windows using their windows password then the outlook account would setup under their name and not the users.

It's the same for Active Sync accounts and connecting them to the users PDA.

By the way does your company supports IPAQ's?

 

i agree with the user loggin into windows before hand, but as their account has not been set up on outlook, there will be not be any sensitive data, as its not been scynorised with the exchange server.

IPAQ - not that im aware of, but i support my own one...

 

1st line support advice:-

Is this support also given through emails?

Just wondering what other type of communication support is offered in 1st line?

What if the customer can not be reached on the phone?
Is an email sent?
Is a mobile text sent?

 

Our first line covers three aspects. Telephone, Email, and portal (where they log the call directly into our tracking system).

We then place these in priority.
1. Telephone
2. Portal
3. Email (officially checked once a day, as far as the customers are told).

 

What about Voicemail?

Do you replace the complete unit or just parts?

 

Voicemail is covered under Portal, its essentially dealt with at about the same priority as the phonecalls.

As far as PC's are concerned the units are swapped out completely if necessary. We have a standard image built into every machine with a rebuild program that kicks off, wipes the data, and rebuilds using the hidden image. In a lot of cases this will solve the problem if nothing else will. If it doesnt, or its obviously a h/w issue, its usually just swapped out. As a general rule we dont deal with Config Items (thats hardware, amongst other things) lower than the PC level. We have an agreement with our supplies regarding units and supply so its usually just easier to replace it.