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Master Tip Sheet

Index

TOPIC PAGE

• OnePurdue Support Center Quick Tips 1

• Local IT Tips 2

• OnePurdue Support Center Phone Tips 5

• Remedy Tips 6

• Knowledge Base (KB) Usage Tips 10

• Adobe Connect (Breeze) Quick Tips 12

• Role Troubleshooting Tips 15

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OnePurdue Support Center Quick tips Starting the Day

• Log into the phones • Log into Remedy • Log into the knowledgebase (KB): https://help.itap.purdue.edu/admin • Open Breeze/Adobe Connect from email sent that morning

Phone Procedures • Answer – “OnePurdue Support Center, this is ____________, who am I speaking with and may I have your first

and last name please?” • Start a Remedy ticket (See Remedy Tips in this guide)

Triage • Ask if any of their peers or co-workers have reported the same issue • Ask which Self Help tools they have tried so far? • If they have not tried the self help tools, navigate the user to and/or strongly encourage the use of the help tool

within the OnePurdue portal or GUI or visit the www. purdue.edu/onepurdue/support and access the various self-help links so you can attend to other callers

• As a supporter, you should check the following as well to find the answer 1. https://help.itap.purdue.edu/admin (this should be the first place you check for the articles have helpful

internal troubleshooting notes, escalation procedures and often links to the sites below; refer to the KB Usage material in this guide)

2. https://www.purdue.edu/b@p 3. https://www.purdue.edu/onepurduehelp 4. https://www.purdue.edu/onepurdue/faq/index.shtml

• What T-Code are they running and log in a work note in the ticket • What process were they executing? (Posting, parking, hiring action, etc.) and log in a work note in the ticket • Where in the system where they (i.e., what module/application: plant maintenance, asset accounting, GL, HR,

etc) and log in a work note in the ticket • Run the SU53 process if necessary: see role troubleshooting section of this guide

OnePurdue/Career Account Passwords - If you get someone requesting their Career Account password reset in order to access OnePurdue or they cannot log into the portal, try the following

• Confirm that they are using the same ID and password they used for the OnePurdue WebCT on-line courses • Ask if they completed all of the courses they were signed up for (they may not have access if the

courses are not complete (review the exceptions list) • PASSWORD RESET REQUIREMENTS - If they still cannot get logged into the portal, get the following

information 1. Their full name (first, middle initial and last name; their name on file with the University) 2. Their Purdue alias 3. Their Purdue ID (PUID found on their ID card) 4. Their date of birth 5. Their home address (the address on file with the University) 6. WE CANNOT RESET PASSWORDS VIA E-MAIL! 7. After you confirm the above, have the specialist handling password resets that day reset the password bu

sending the information via the Adobe Connect Chat tool. (they will also be the point person each day for new information to be inputted into the KB)

Roles – If a user cannot execute a certain transaction (they get an authorization error trying to execute a transaction/T-Code), they may not have the correct role(s) or their role(s) to run that transaction. Use the Roles Troubleshooting section in this guide Reporting Help – If you cannot resolve a reporting issue, assign to the appropriate functional area Remedy queue (for example assign to HD-1P FINANCE if the report falls into one of their listed departmental category’s found in the Remedy section of this guide). If they cannot resolve, they will either assign to a SME at Ross or the WAI staff Remedy queue if the report is a BW report (see KB for issues that go straight to the HD-HumRes Fin/WAI Remedy queue) Ticket Re-Assignment – (OPSC only) When re-assigning a ticket, assign to the appropriate queue and not the individual Local Desktop Issues – Certain issues need to have the user contact their local IT support (see Local IT Tips Sheet in this Guide)

• GUI won’t launch or is not installed • Local printing • Pop-up blockers • Unsupported browsers, hardware or software

Ending the Day • Logout of the phones • Finish up any tickets that you can • If not returning the next day, assign any tickets you have assigned to your self to the HD-1P SC queue with no

individual selected or if you have talked with someone about taking a ticket assign it directly to them • Logout of the KB

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Local IT Tips Sheet Important OnePurdue Information for Purdue University distributed IT support - Much of this information will be available at the OnePurdue knowledgebase: https://help.itap.purdue.edu/onepurdue.

1. OnePurdue access a. Staff will access OnePurdue from the Portal link on the main OnePurdue web page

at http://www.purdue.edu/onepurdue. Using the link on this page will help ensure the current production portal is being accessed. The portal can be accessed from any internet connection via an SAP supported web browser. All users will access OnePurdue through the OnePurdue Portal with their Career Account ID and password Note: For those people who prefer to type a URL in the address bar, the current production Portal URL is https://erp-portal-prd.itap.purdue.edu. Using the specific address is not recommended since problems may result if the address changes in the future

i. From http://www.purdue.edu/onepurdue, click on the “Portal Button”

ii. Login with Career Account ID and Password and click on the “Log on” button

b. Since OnePurdue utilizes Career Account credentials, the support staff that can reset

Career Account passwords today can help their users gain access to OnePurdue in the event there is a need for a Career Account password reset

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c. Access to the SAP GUI will be through the use of the “Launcher” link from within the portal and by clicking on the appropriate system link in the “Detailed Navigation” section

• There will not be an icon on the desktop • Launching of the SAP GUI application is through the portal • Off campus access is through the use of a VPN connection and is only

supported on university equipment Note: If the SAP client is not installed on a system a user is accessing, the OnePurdue application will search for the client, but not be able to launch

2. Portal a. Pop-up blockers - Users can have issues logging out of the portal if they have pop up

blockers turned on and have not added the site (*.itap.purdue.edu) as a trusted site (here is an Internet Explorer example)

b. The OnePurdue supported browsers are:

i. Windows - 2000 or XP • MS Internet Explorer 6.0 • Firefox 1.0

ii. Mac - OS X 10.2 or higher • Firefox 1.0

iii. Linux - Red Hat Fedora core 2; SuSE PE iv. Firefox 1.0 Note: While other browser versions (ex. Firefox 1.5) may work, those listed above are the only ones supported by OnePurdue at this time for using the OnePurdue Portal. In addition, neither Internet Explorer 7 nor Windows Vista is currently supported

c. OS, Browser and Hardware Requirements for the SAP GUI - The SAP GUI can only be accessed with Windows 2000 or XP and only by pre-identified staff

d. Visit http://www.purdue.edu/onepurdue/resources/desktop_readiness.shtml for

desktop readiness updates

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3. JRE/COEUS Work-Around a. Both versions of JRE (1.4.x and 1.5.x) can be installed on the same workstation. As long

as 1.4.x is installed prior to 1.5.x, COEUS steps through the installed versions of the JRE in the order they were installed until it finds a version of the JRE that supports what it needs.

b. If version 1.5.x is already installed, uninstall it, install 1.4.x, and then reinstall 1.5.x. We have not yet found a process that allows for changing the search order without a complete reinstall. The Java applet in the control panel does not seem to include this functionality.

4. Printing a. Distributed printing - OnePurdue utilizes Windows based printing so any printing issues

a user may have should be triaged locally b. Central printing - There will only be a set number of central staff that will conduct central

printing and would not contact a distributed IT support area for help

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OnePurdue Support Center Tips: Telephones Summary: The OnePurdue Support Center (OPSC) utilizes a an Automatic Call Distributor (ACD) that handles phone calls by either routing callers to available phones or placing callers into a wait status (queue) until the next phone is available. After a set period of time, the ACD will route callers that have not been taken to a mailbox where they will hear a set of options

1. Logging in - Each person using an ACD phone must log into the phones before being able to take calls (EVERYONE TAKING CALLS SHOULD BE LOGGED IN EVEN IF NEEDING TO BE IN A NOT READY STATE [SEE BELOW])

2. Codes - To log into a phone, you must use an access code. Several staff have had codes assigned to them. For those staff that will be rotating in to assist, each phone on the North and East wall will have a code assigned to it for use

3. Extensions - Each phone has two extensions a. ACD In-Call Line - This is the line that callers to x46000 will be routed to as the

phone is available b. Personal Line - Each phone as a personal line that can be use to call out on

(please do not share the personal line with staff you are assisting; we want them to call back to x46000)

4. Using the phones LOGGING IN TO ACD GROUP STEP ACTION RESPONSE Step 1 Put Telephone set in MAKE BUSY.

MAKE BUSY LCD is lit .(solid)

Step 2 Lift handset or press IN-CALLS key.

Stutter dial tone is heard. In-Calls lamp is lit. (solid)

Step 3 Key-in 4-digit Login I.D:

Confirmation tone; MAKE BUSY is OFF, NOT READY is ON.

Step 4 Press NOT READY key. (LCD off)

NOT READY LCD is OFF. You are ready for ACD calls.

LOGGING OUT STEP ACTION RESPONSE Step 1 Press the MAKE BUSY Key.

Press MAKE BUSY key again. MAKE BUSY LCD is lit. (solid) MAKE BUSY LCD is now flashing.

NOTE: You will not receive any ACD or Secondary DN calls if your MAKE BUSY is solid. MAKE BUSY should always “flash”, so you can receive private calls. RECEIVING AN ACD CALL You will hear ringing or a buzz tone, and the IN-CALLS LCD will flash. Lift the handset or press the IN-CALLS key. Note: You cannot place calls from your ACD IN-CALLS key. ENDING AN ACD CALL Press Goodbye or replace the handset. NOT READY key will flash, allowing for 5 seconds "wrap up". NOT READY turns off so you can receive another ACD call. USE THIS AFTER TAKING A CALL AND NEEDING TO CREATE AND WORK A TICKET NOT READY KEY (logged in, not available for ACD calls) NOT READY makes an Agent temporarily unavailable to receive ACD calls. Use this feature when time is needed to do paperwork. You can Activate NOT READY when the phone is idle, when you are on an ACD call or when your ACD IN-CALLS key is ringing. To activate. . .Press the NOT READY Key. (LCD next to NOT READY may flash and then turn solid) To receive ACD calls again. . .Press the NOT READY key. (LCD next to NOT READY is off)

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Remedy Tips

KEY POINTS OF SUPPORT LEAVING FOR THE DAY - IF YOU ARE ONLY HERE “PART-TIME” AND ARE LEAVING BEFORE END OF DAY, EITHER RE-ASSIGN TO ANOTHER SUPPORTER WITH A NOTE WHY YOU ARE DOING SO OR DROP INTO THE GENERAL QUEUE (HD-1P SC)

1. Login a. Web address - https://remedy.itap.purdue.edu/arsys/shared/login.jsp b. Desktop client - Go to “Start”, “Programs”, “Action Request System” and click on “Remedy

User” or double click on the desktop icon c. Login with your Career Account ID and password

2. Click on the “Remedy Support” link

3. Create a Ticket

a. Click on “Create Request”

b. Click on the “Help Desk Case” link

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c. Fill in the following fields

Notes:

i. Step 1a - If you know or have their Purdue alias, type it into this field and click the “Tab” key to auto fill in the users personal data fields

ii. Step 2b - If you do not know their PU alias, but have their first and last name, type in a % sign, then the first 3 letters of their first name (with the first letter capitalized) and then type another % sign and the first 3 letters of their last name (with the first letter capitalized) and click on the “Profile” button or the “Enter” key and you will see a screen like below; highlight the persons name and click the “OK” button

iii. Step 3 is often missed, but is required iv. Step 4 is a brief description of the problem v. Step 5 is a more detailed description of the issue

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vi. Step 6 - For OnePurdue, OnePurdue Shared covers OnePurdue categories that span across the OnePurdue applications NOTE: The internal knowledgebase articles have CTI’s listed that you can use to reference when needing to choose CTI’s in Remedy and have notes on who (Remedy queues) to assign tickets to when needing to escalate/re-assign

vii. Step 9 - Some CTI’s have “Customer Collection Questions” where a specific CTI will have required questions to ask (e.g. OnePurdue FIN, Procurement, External Vendor)

viii. Step 10 - Here is a brief description of each OnePurdue Group (Remedy Queue)

Queue Groups HD - 1P SC Support Center HD - 1P PHYSFAC Physical Facilities HD-1P PURCH Purchasing Help Desk HD-1P PURCH ADMIN Purchasing Help Desk Tier 2 - We

don’t assign directly here HD-1P GRANTS Grants Mgmt

Treasury Accounts Payable Asset Accounting General Ledger Funds Management

HD - 1P FINANCE

Travel and Effort Reporting Personnel Actions HD - 1P HR Organizational Management

HD - 1P REC/PSCD PSCD/Accounts Receivable HD-1P BW Business Warehouse HD-1P BASIS OnePurdue Basis Admins HD-1P SECURITY OnePurdue Security HD-1P PORTAL OnePurdue Portal Admins HD-1P APP DEV OnePurdue Application

Development HD-1P COEUS OnePurdue COEUS HD-1P INTERFACES OnePurdue Interfaces

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ix. Step 12 (Status) 1. New - Default for each new ticket 2. Assigned - Status when assigned to an individual 3. Work in progress - Set to this status when working the ticket 4. Pending - Set to this status when waiting on outside help/information 5. Resolved - Set to this status when you have resolved the issue; Once

selected you will see a “Resolution Code” field appear NOTE: Use this field to select a predefined code that when selected will initiate a canned response be sent to the user via email. Click on the

to see the different resolve codes available 6. Closed - Only a person with supervisor rights can close a ticket

d. Activity Tab - Use this feature to communicate with the user, with other staff and to track the work you do while working the ticket (you must use the Activity Type after each change to a ticket and before clicking the “Save” button) and your note will be tracked within the ticket

Note: Activity types include

i. Email - Outbound: Use this to email the user directly or another staff person that may be able to provide you an answer or input on your issue (by default, the user’s email address is in the “To:” field); You will need to change that address if you want to communicate with someone other than the user (your outbound message and their reply will be tracked in the ticket)

ii. Phone Call - Inbound: Use this when creating a work note for when a caller calls in

iii. Phone Call - Outbound: Use this when creating a work note for when you place a call

iv. Work Note: Use this when wanting to include a general update that does not fit the other categories

v. Face To Face: Use this when you have communicated with a user in person

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Knowledgebase (KB) Usage 1. From your web browser, visit https://help.itap.purdue.edu/admin, select “OnePurdue”

from the “Department” drop down, type in your Career Account user name the KB password supplied to you and click on the “Login” button

2. Type in a keyword or words that you want to search on in the “Search articles” field and

click the enter key on your keyboard (ignore the Access Denied and “X” number of articles awaiting review messages)

3. You will either get no results or have one or more articles to choose from

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4. Features of an article (information seen when logged into the KB will be different from what a user will see from the public facing site)

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Adobe Connect (Breeze) Quick Tips For general chat in the OPSC

By using the Adobe Connect software in the OnePurdue Support Center, not only will we be able to connect with users computers who may have issues, we can also chat with one another. This ability to chat will be vital to communicating general ideas, as well as sending information for password resets to the person(s) resetting passwords that day. Here are a few tips to get you started!

1. Each day, the early-in specialist will create a meeting. Invitations will be sent via e-mail to each person working in the OPSC that day.

2. Click on the link provided in the e-mail. This screen will then open: <insert SS of login page> DO NOT log in as a Guest. Log in using your Career Accout user name and password.

3. For first time users of the client, you may see a pop-up in the upper right-hand corner of the screen that looks like this:

Click the Install link and follow the directions. Once the install is complete, the meeting will open in a new window.

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4. Make sure the host of the meeting has given you Presenter rights to the meeting. You can see who the host of the meeting is here:

You need Presenter rights so you can receive the message pop-up when someone types a message. Note: This message pop-up will only appear when the meeting screen is minimized as seen here:

As you can see, it will pop-up in the lower right-hand corner of your desktop. This message will only stay on the desktop for a few seconds so it will be a good idea to expand the meeting window from time to time.

5. When you no longer need to be in the meeting (leaving the office for the day), simply

close the meeting window.

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General Notes and Tips on chatting in Adobe Connect

• Please do not change the size of the windows in the meeting room. If it is needed, please let the host know.

• Everything said in the chat room (besides private messages) can be seen by everyone in the meeting.

• Anything written in the Notes field(s) can be written over and seen by other users in the meeting.

• Make sure the “Full Screen” option is NOT checked. The ability to close the window disappears in full screen mode.

• Make sure, when accepting an invite via email, that you log in using your Career Account user name/password, NOT as a guest.

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Roles Troubleshooting Portal Roles - When a user is logged into the portal, they will only see the tabs and links that are available to them based on the roles that were loaded. If the user gets any errors or has issues with the tabs or links they are using, the cause is most likely not a result of their roles, but something with the application, their browser or the steps and/or the data they entered were incorrect or out of sequence SAP GUI Roles - The OnePurdue Project team has the capability to dig deep into role issues and errors beyond that of the OnePurdue Support Center. Because of role complexities, we are asked to do some basic troubleshooting and if the user is still having an issue executing a transaction(T-Code), we are to collect a screen shot of the results of their running a transaction SU53

1. To identify that a user is having an issue because of not having the right role to run a particular transaction they will get an authorization error when trying to execute that transaction

2. This error indicates that the user does not have the role to execute this transaction 3. Ask the user to re-run the transaction 4. If they get the error again, ask them to make sure they are running the correct transaction

for the function they are trying to perform 5. They can review what the purpose of that transaction (T-Code) is by visiting

www.purdue.edu/onepurduehelp and searching by module Note: The search feature on that page does not work as of 2/2/07

a. A work around is to have the user visit www.purdue.edu, scroll to the bottom of the page and type the T-Code into the “Search” field and click the enter key on their keyboard or the “Go” button

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b. The user will get a results page and can click on the link to that help document (BPP)

c. Example: BPP for T-Code FV50

d. If the user needs to have that role to run that transaction to do their job, have

their supervisor fill out the role request form found at https://www2.itap.purdue.edu/bs/RoleRequest/login_form.cfm: they will log in with their Career Account ID and Password to access the form

e. THERE ARE NO EMERGANCY ROLE REQUEST PROCEDURES: THE FORM IS THE ONLY WAY TO REQUEST ROLE CHANGES AND ADDITONS

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SU53 - If the user is still getting the authorization error, have them run transaction SU53 by typing /nSU53 in the “Command” field and clicking the enter key on their keyboard or the green checkmark

6. They will get the following screen and need to click the arrow to expand the tree

7. Ask them to confirm that they have run an SU53 and have received a results page similar

to above by asking if they see text with a “lighting bolt” pointing down and the text “Authorization check failed” and below that they have expanded the tree and see “Authorization Object…”

8. Once confirmed, you as a supporter need to go into the same system they got the authorization error (in the “Detailed Navigation” window, SRM = PR1, R3/Enterprise = PE1 and BW = PB1) and run an SU53 transaction

9. If you see a screen similar to above, click the “Switch Layout” button

10. You will see a new layout and will need to click on the “User” button or the F5 key on your

keyboard and in the new “Choose user” window, type in the users Career Account username and click the green check button

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11. You will see new detail on your screen and will need to get a screen shot of that detail, paste it into a Microsoft Word document, attach to a Remedy ticket and assign to HD-1P Security

12. To get a screen capture, keep the users SU53 results on your screen, hold down the

“Ctrl” key and click the “Prnt Scrn” key (the upper right hand side of your keyboard) 13. Open a Microsoft Word document and click on the paste button in the tool bar or the

paste option from the “Edit” drop down menu to paste the screenshot into the document: Save the file to your desktop with the name of username and SU53 (e.g. dsnethenSU53)

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14. Attaching Document to a Remedy Ticket - You now need to attach the word document/file to the Remedy ticket

15. From within the ticket you have created for the user, click on the “Attachments” tab, right click under the “File Name” field and click on the “Add” option in the dropdown

16. Find the file you named for this SU53, attach to the ticket and assign to OnePurdue

Security (HD-1P Security)