Happy St. Patrick’s Day

Information Technology at Emory

Information Technology DivisionTechnical Services

Happy St. Patrick’s Day



IT Briefing Agenda 3/17/05

• Exchange Update• Web Services Update• Remedy Overview• SPAM Upgrade• Email AV Diagram

• John Ellis• Eric Vanwieren• Karen Jenkins• Jay Flanagan• Tommy Stripling


Exchange &Web Services


Remedy Overview

Karen Jenkins



Background• BMC is the parent vendor

organization– IT Management organization– Also owns Magic, Control-SA, Patrol,

Marimba, etc.• EMS is the professional and

support services provider– Specializes specifically in Remedy



Improvements• Works with ITD technical standards• Both a client and web-based solution• More friendly GUI interface• Easily customizable (Views)• More accurate reporting• Bulletin board and flashboard capability• IT Management Solution

– Call tracking is only one component …



ActionRequestSystem

ChangeManagement

HelpDesk

ServiceLevel

Agreements

AssetManagement

Remedy IT Service Management



Planning & Implementation Teams

• Campus team:– Michael Derry, Weiming Lu, David Westin,

Chris Boswell, Kyle D’Mellow, Moses Adrien, Stephen Wimberly, Eddie Parsons, Beth Reichle, Michael Raper, William Bryant

• Infrastructure team:– Bruce Anderson, Karla Fields, Mark Parten

• Application development team:– Andrew Kincaid, Al Shelton



Development Architecture

Web/Mid-Tier Server

Application Server

DataBase Server

Enterprise 220RSolaris 8

2 x 450 MHz CPU2 GB RAM

Sun E450Solaris 94 x UltraSparc II 296 MHz CPU2 GB RAM



Help Desk Module• Help Desk (Phase 1)

– Break/fix support request– Problem management

• Change Request (Partial in Phase 1)– Requires approval –or-– Something that requires multiple tasks

• Asset Tracking (later)– Manual population of client asset

information



Phase 2 (summer)• Service Levels• Escalations• Defined Change Requests

– Based upon defined business processes (new hire, virus, etc.)

• Begin Asset examination• Other customizations

– Emailing from within the app



Severity Levels• Single User• Department• Building• Campus



Priority Levels (trigger escalations)

• Low– Lowest priority (default value).

• Normal– Respond to the incident after high and critical

incidents are resolved.• High

– The incident should be handled before the normal incidents. Typically this incident would affect multiple users or a VIP.

• Critical – Highest Priority. Reserved for ITD and NetCom.

Enterprise Service or Network is down.



Help Desk Ticket Status• New• Assigned• WIP – Work In

Progress• Pending• Resolved• Closed



Category Type Item (CTI) Tree

• Category (noun)– Short list (no more than 10-12) of main

classification … University Application, Desktop Software, Security, Network, etc.

• Type (noun)– List of types for a given Category …

Blackboard, Emory Email, PeopleSoft, etc.• Item (verb)

– List of action items for a given Category + Type … slow, down, upgrade, backup, etc.



Categories• University

Applications• Infrastructure• Security• Network

• Desktop Software

• Hardware• Server

Operating Systems



HELP DESK

CHANGE REQUEST

CTI Examples

University Application Emory Email Slow

Category Type Item

Security Virus Work Request

Network Port Disable

Infrastructure LDAP Down

Desktop Software Virus Repair



Location Information• Information to identify the location of

the requestor for purposes of ticket assignment

• Typically referred to as Region, Site Department (RSD)

• Location and person information updated nightly via ESD

• NEED INPUT FROM CAMPUS RE: SUPPORTED DEPARTMENTS



Ticket Assignment• Automated workflow within

Remedy to minimize work load, error, and guess work with ticket assignment

• Based upon two areas:– CTI (Category, Type, Item)– RSD (Location Information)



Infrastructure Tickets are assigned to specific application owner queues within ITD based upon Type.

Current Remedy Category Assignment Methods

University Applications Tickets are assigned to specific application owner queues within ITD based upon Type

Security Tickets are assigned to the Security queue.

Network Tickets are assigned to the Network Operations Center queue.



Depart and Sub-department (when applicable) Tickets are assigned based on the department and sub-department of

the Requester.

1

Current Remedy Location Assignment Methods

School or DivisionTickets are assigned to support queues based on the School or Division

of the requester.

3 .Campus

Tickets are assigned to support queues based on the current campus location of the Requester.

2



Location Combinationexamples

Dep

artm

ent

Site

Reg

ion

Law School Emory College DUR

School -or-Division

Department plusSub-Department(when applicable)

Campus

VP for FinanceBursar’s Office

School of MedicineAdministration

School of MedicineMedicine

Cardiology

Grady Memorial Hospital

Briarcliff



Help Desk Assignment ExamplesC

ateg

oriz

atio

nM

anua

lLo

catio

n

End User(School = Emory College)

ITD Unix TeamService Desk

`

Eagle Email

Service Desk Emory College Support Team

Emory Help DeskService Desk

Automatic Assignment Based On

Automatic AssignmentBased On

Manual Assignment ?Based On

Category = University ApplicationsType = Eagle Email, Item = Down



Customer Satisfaction Survey

• Stretch goal for Phase 1• Quick survey on ticket close• Examples (Strongly Agree … Strongly

Disagree)– Was the service provided timely?– Was the technician knowledgeable?– Was the problem solved to your

satisfaction?– Was the technician friendly?



Initial Notifications• Notification methods:

– Email, pager, alert – Customized per user

• Assignment => all members of the group will receive notifications

• Pending => end user• Resolve => end user (with 7 day note)• Close => end user (with survey link)



Views & Homepages• Initially will develop basic views• Custom and additional views

developed as requested in phase 2– Teams can have a different view

based upon their needs



Status• Data import

– CTI information (~85%)– Person data (95%)– Location data (95%)– Magic data (0%)

• Assignment matrix– CTI assignments (~90%)– Location assignments (~70%)

• LDAP integration (~50%)• Interface (~50%)



Phase 1 Schedule• Out of the box help desk module

functionality - March 31st

• Development “playground” for ITD and campus - April 1- April 30– Modification requests submitted using

Remedy (University Applications, Remedy, Feature Request)

• Cut-over – May 9th



Remedy Standard Operating ProcedureP

endi

ngP

endi

ngR

esol

veR

esol

veA

ssig

nA

ssig

nW

IPW

IPN

ewN

ew

ServiceRequest

EndUser?

Confirm identity and contactinformation

ApplicableSummary?

Enter CTI and problem

description

Set Priority and Severity levels

Can tech resolve?

Assign to yourself and change status

to WIP

Enter troubleshooting steps in diary

Problem resolved?

Enter resolution details

Confirm CTI and change to Resolved

Enter in work log why assignment to

particular group

Is auto-assign correct?

Change to appropriate group

Sufficient data and/or equip?

Change status to pending

Obtain data / equip.?

Select Summary

Customer Responds? 7 days? Close w/ Survey

B

B

Obtain NetID of end user

C

C

A

A

Yes No

No Yes

No

Yes

NoSave (assign)

Yes

Yes

No BNo

BYes

No

No

Yes

Yes

No

Yes

LEGEND

Notifications sent with these actions

Enter trouble shooting steps and required technical detail in work log

Customer interaction required?

Change group to help desk and save (assign)

No

Yes

Confirm Campus location



?Questions?Questions


Spam Product UpgradeJay D. FlanaganSecurity Team LeadTech Services / ITD



Spam• Trend Micro SPS

– our current implementation is version 1– updates are no longer available– filter via X-pstn-spam: Y in email header– the latest version does not mark email

headers with X-pstn-spam: Y



Current Headers



Spam Product Upgrade• Headers have changed• New filters will need to be

implemented• Options

– Subject Line– Use new header information



Option One• Filter against subject line

– prepend subject line with “SPAM” or other unique identifier



Option Two• Filter against new header

markings– X-imss-result has 7 possibilities:

• Blocklist• Commercial_...• MMF_... (Make Money Fast)• Porn_...• Racist_...• Default• Passed

– Commercial, MMF, Porn, and Racist each have 4 possibilities: Confident, Least Confident, Most Confident, Very Confident



New Headers



?Questions?Questions


Email Anti-Virus Scanning Tommy Stripling



Spam Tagging

Email Antivirus Scanner


Workstation

Smtp.Service.Emory.Edu


List-servs

LearnLinkEagle Mail

Off-CampusBorder Firewall

1


Some possible Email host anti-virus architecture.

mail going off-campus

2

Enterprise Email Hosts

Emory Divisional Email Hosts

Forwarding

Divisional Em

ail H

osts

Enterprise Email

Hosts

Forwarding

Send Mail or Out-Bound

Receive Mail or In-Bound

Gold - Emory Email with a Divisional address

Red - Any Send Mail or Out-Bound Mail

Green - All Email to Emory

Blue - Emory Email with an Enterprise address.

From em

ail cl

ients

Lear

nlin

kse

nt m

ail

Happy St. Patrick’s Day

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