Remedy / Support Ticket Process Incidents v. Work Orders Send
EVERYTHING in tickets PLEASE!!! Follow up with email to
[email protected] if needed (for critical tickets, VIP
issues, etc.) Escalate to Jay Flanagan if needed Tickets required
to have Local Support review first Sending user created tickets
back to LS for review Incomplete information or missing
troubleshooting steps back to LS for review/update Ticket Trends
Migrations Missing Email Email bounces / undeliverable messages
Generic Exchange Sponsored Accounts please route to
Integration/IDM
Slide 4
Migrations Departmental migrations After hours Consolidate when
possible Batch migrations Advanced scheduling Users cannot request
only local support Questions Where are you with migrations? Are
there any large batches tentatively planned?
Slide 5
Missing Email Did it migrate over? If recent, let us know to
investigate; corrupt mail GroupWise data its gone Did the user move
it? Users accidently drag/drop Do a search / manual review of each
folder Did it get deleted? Check Deleted Items folder Tools /
Recover Deleted Items Folder centric Deleted Items folder Original
folder Outlook 2003 registry change required If found, select them
and restore Client issues Entourage PST files IMAP local files /
client rules Did it migrate over? If recent, let us know to
investigate; corrupt mail GroupWise data its gone Did the user move
it? Users accidently drag/drop Do a search / manual review of each
folder Did it get deleted? Check Deleted Items folder Tools /
Recover Deleted Items Folder centric Deleted Items folder Original
folder Outlook 2003 registry change required If found, select them
and restore Client issues Entourage PST files IMAP local files /
client rules What to do: Check EAS Archive Do a search and/or
manually look If found, select them and restore to mailbox Remedy
Ticket for large / complex restores Create Ticket Give us folders,
date to go back to We only restore from Archives What to do: Check
EAS Archive Do a search and/or manually look If found, select them
and restore to mailbox Remedy Ticket for large / complex restores
Create Ticket Give us folders, date to go back to We only restore
from Archives
Slide 6
Email bounces / undeliverable emails IMCEAEX bouncebacks Client
remembers Eagle, user now on Exchange Clear client auto-complete
cache (.nk2 files) Type partial address, delete Purge contacts
created from GAL entry (cannot just modify contact) Download latest
Offline Address Book (OAB) Updated 2x daily After hours
migrations
Slide 7
Other reasons: ISPs blocking Emory Compromised accounts
Phishing scams, viruses, web server compromise, etc. Let us know!
Remedy ticket Please send headers / error messages Mail forwarding
Students turned staff Other account oddities Email bounces
(contd)
Slide 8
Compromised Account Procedures Once identified and confirmed,
we will: 1. We will immediately reset the users EUV account
password(s) 2. Disable / block all outbound email for the user 3.
Email the EUV Helpdesk, EHC Helpdesk, EUV Security, EHC Security
and notify them of the situation. We also advise EHC to reset the
password of the EHC account (if user has one). 4. Email Local
Support (if known) 5. Create a Remedy Ticket and route to Local
Support (new)
Slide 9
Comp. Accts (contd) What we need from you: 1. Inspect any
workstations/laptops this user uses. Look for malware, viruses,
worms, rootkits, etc. Look for any signs user responded to phishing
email, etc. 2. Once cleaned or re-imaged Please coordinate same
process for users other offices (ie. EHC, if applicable) 3. Same
procedure is required for home use machines (or have user do this /
outsource / etc.) 1. Once we get an OK from you, we will re-enable
outbound email for the user. BUT
Slide 10
Comp. Accts (contd) What happens if it re-occurs: We follow the
same procedure, but the user will have all email (inbound AND
outbound) blocked. We will not restore service until EUV/EHC
security gives ok Could potentially require temporary disablement
of accounts Why these measures? 1. The users account has been
compromised (id and password) Any data they have in email has now
been potentially exposed Access to other systems / applications
could be compromised HIPAA / FERPA restricted data could be exposed
2. SPAM!!!!! Number one issue has been spam blasts from these
accounts Adds Emory servers to global blocklists (blocks email for
EHC and EUV domains) Some delay email, some bounce it Takes days to
fully recover Looks bad for Emory
Slide 11
EAS Updates EAS IDOL Project Update All users are currently
indexed using the IDOL search index Searching being done across
both Alta Vista and IDOL indexes Alta Vista indexes are currently
being migrated to IDOL indexes Approximately 1250 users per week
Estimated project completion is 1 st Qtr 2010 New Support Contract
in place With VAR CAPAX (they did our IDOL upgrade) Improved
response time to issues Better access to engineers Server / Client
Updates All back end components have been upgraded to 6.1.9 current
release New Windows desktop client 6.1.9 (in testing) Bug fixes,
feature improvements- not mandatory Updated EAS Web Access New Mac
Enterprise Entourage Client (EEC client made by Rand)
Slide 12
EAS Archive Policies The policies are based on three things:
Message Size Message Classes (i.e. Email message, Calendar item,
etc.) Age The policies for email messages are: All messages are
written to archive for backup/restore purposes Any message >10MB
in total size is stubbed the first day 7 days old or older that are
>1MB in total size are stubbed 30 days old and older are
stubbed, regardless of size 395 days old (13 months) and older are
in archives only There will be no stub or message left behind in
the Exchange mailbox These items are accessible by searching or by
browsing your archives
Slide 13
The policies for calendar items are: All items are written to
archive for backup/restore purposes Calendar items take on the same
policies as messages except for the archive-only age 7 days old or
older that are >1MB in total size are stubbed 30 days old and
older are all stubbed, regardless of size 2 years old and older are
placed into the archives only There will be no stub or item left
behind in the Exchange calendar These items are accessible by
searching or by browsing your archives in EWA EAS uses the calendar
item end date for timelines, not the creation date The policies for
other items are: All messages are written to archive for
backup/restore purposes Will not stub/archive-only Contacts, Notes,
Tasks, or Distribution Lists All items in the Deleted Items folder
are stubbed each day EAS Archive Policies (contd)
Slide 14
EAS Archiving - Top Issues EAS Recycle Bin Non deleted messages
went into recycle bin Options PDAs Outlook Client Plug-in Toolbar
disappears Microsoft Vista install inconsistencies (32bit and
64bit) Windows 7 compatibility EEC Mac Client Inconsistent behavior
when forwarding / replying to search or stubbed messages Snow
Leopard compatibility
Slide 15
EAS Web Access Updates https://eas.emory.edu Scroll bar
functionality (when using maximum number of lines for display)
Slide 16
Messages can now be restored back into users mailbox from the
main view and search window On the right hand side of the toolbar
you will see the following: If you click on the on the toolbar then
you get the following box: EAS Web Access (contd)
Slide 17
If you click on the down arrow you get a list of options:
Delete Msg Ref & Stub Delete the message reference in the
archive, and stub in the mailbox Restore Msg Restores non stubbed
messages back into the mailbox Restore Msg & Delete Stub
Restores the message back into the mailbox, and removes the stub
EAS Web Access (contd)
Slide 18
EWA Main Window EAS Web Access (contd)
Slide 19
Enterprise Entourage Client(EEC) Mac client Ability to
reply/reply all/forward stub messages from a preview or search EAS
Web Access (EWA) integration EEC Client Update
Slide 20
EAS Archiving Classes Do you or your users need an overview?
Need a review? Understand how to search / retrieve their messages?
Can we schedule training for you? Contact Jay Flanagan
Slide 21
PDA Changes / Updates Blackberry Enterprise Server 5.0 Latest
BES server release Provides greater reliability, scalability and
administration flexibility Blackberry Administration Service is web
portal Opportunity to delegate some functions to Service Desk/Local
Support i.e. reset activation passwords, wipe devices Pilot
targeted for end of October; Seamless move with migration tool Does
not require Enterprise Activation Devices need to be on 4.2.1
minimum version; Exception: 8830 with 4.3.0 needs to be updated;
Working on list of impacted users
Slide 22
PDA Updates (contd) GoodLink < 60 users now No longer cost
effective Cost for maintenance, hardware refresh, etc. ($20,000)
Annual user maintenance would be up to $200 Declared as legacy
application No longer accepting new GoodLink accounts Targeting EOL
January 1, 2010 Cleanup/notifications in process (will send list to
Local-L) Users need to be migrated to ActiveSync or BES 1400
Current BES users, 2191 4567 ActiveSync users
Slide 23
PDA Updates (contd) PDA Security Policies Testing PDA device
security policies Will include Active Sync, BES Mostly focused on
password policy 4 characters 10 minute timeout (iPhones must set
manually on device) Erase handheld after 10 failed attempts Looking
for volunteers to help test No automation to add users
automatically Known issues seen so far: SMS / Pages to BlackBerry
devices
Slide 24
Exchange 2007 Updates & Notes Changes coming soon:
Pre-Board / New Hire process update Account Automation Premium
Exchange Service now available; initial users moved Form in Remedy
must be completed (required - no exceptions) Cost is $150 per year
no refunds 2GB quota (estimated); 2 years of email with year 1 full
messages, year 2 stubs Current capacity limited to max 250 users;
65 users currently
Slide 25
Exchange 2007 (contd) Snow Leopard / other clients Web Updates
FAQs Revamping FAQ page Re-organizing based on product (Exchange,
PDA, EAS, etc.) Trying to make user friendly, self-service Asking
for topic suggestions, i.e. what do you see the most questions
about More frequent updates based on new product
versions/features
Slide 26
Exchange 2010 TAP program Over 10,000,000 mailboxes active
worldwide Deployed in Emory production forest Stable Emory
submitted >5 bugs Working to build up for true pilot (you will
be invited) ETA RTM soon Features: Public Folders still exist
Interoperability between other Exchange systems / MS Live.EDU
OWA!!!! Mac browser support; share calendars, etc. (demo
afterwards) Storage overhead decreases allowing for: Potentially
greater quotas/capacity Potentially reduces archiving necessity
DR/BC possibilities allow databases to replicate > 2 sites
Slide 27
Exchange 2010 (contd) Architecture being reviewed Target is
large quotas Question - Which would your users prefer: 1. 3 years
inline stubs/ messages with Outlook/Entourage client necessity 2. 2
years inline messages (no stubs); go to EWA for all older email
Issues: Deployment timing CAS upgrade Entourage clients - requires
EWS to be deployed Question How long do you need to complete this?
All traffic via CAS servers (must test VDT connectivity)
Slide 28
Office 2010 Only in Tech Preview release currently (semi-public
Alpha release) ETA 1 st Quarter 2010 Not mandatory for Exchange
2010 Both 32bit and 64bit (may be last 32bit release) 64 bit known
limitations No 32bit plugin support No EAS archive toolbar (unknown
if will run in 32bit) No Avaya Modular Messaging toolbar No Adobe
toolbar Key changes are in Outlook Unknown if ribbons can be
disabled Outlook sized for large mailboxes
Slide 29
Q&A / Discussions / In-Depth Demos What questions do you
have? What are the biggest problems you are seeing? What do you
need from us (OIT/UTS/Messaging team) related to messaging? Open
Discussions Demo requests / reviews