Jaguar IT core HowTos and FAQs

From UG

Current revision as of 18:21, 30 June 2011

[edit] Intro

[edit] IT support categories

All IT issues that are coordinated/handled by Jaguar NY office staff/vendors could be classified into:

• #NY office specific non TSI(example: broken phone)
• #NY office specific TSI(example: broken PC)
• #Global systems (example: Sugar CRM, create Appriver account for HK user)
• #Inter office (example: Karen's remote desktop to Pegasus in London)
• #Software Development related (example: CT2 prod or dev server)

Remaining Jaguar IT issues are specific to non NY offices and are managed by those offices or by IT vendors they are hired.

[edit] HowTos and FAQs

[edit] What are the typical tasks, related equipment, etc for Door Access

• Assign to: Michael
• Vendor: DVSS
• Equipment: stand alone server

List of typical tasks:

• collect card from departing employee
• issue card to new employee (re-use or new)
• lost card
• server is down (re-start or replace)

[edit] What are the typical tasks, related equipment, etc for NY Phone system

• Assign to: end users should call 4Comm

Phone System: Nortel PBX connected to Optimum LightPath fiber line
4COMMNY is the servicer for the telephones and PBX system
Tel to 4COMMNY: 631-254-1000
Tel to LightPath: 866-611-3434

• programming
• print labels
• order new
• connection problem
• DST change
• repair

All can addressed by 4Comm. Contact: Bill and Dean ph: TBD

[edit] What are the typical tasks, related equipment, etc for Printers and Faxes

• Assign to:
  • minor issues - Marc knows what the biz process for this
  • major issues - TSI or directly with CARR/JFK

• Vendor: Carr and JFK

List of printers:

• Xerox 5755 x2, Xerox 5225A, Xerox 4500 Phaser, Xerox 3400 Phaser, Xerox 3250-EA Phaser, Epson FX890, Dymo label printer 400, 450

[edit] How to add Add web site to Squid

192.168.0.100

uname: root pwd: ***

vi /etc/allowed.list

squid -k reconfigure

/etc/ip_restricted.list

/etc/squid/blocks.files.acl

blockedss.list

/var/log/squid

[edit] Log file clean up

• sometimes log file gets overflow and all web access is lost, so it needs to be cleaned
• how often?

[edit] How to Move PCs

Example: Internal Sales Dept has to be re-located to another room (next to the kitchen)

Solution

Before move verify that:

• new room has Ethernet Jacks
• there are as many jacks as computers
• all jacks are active (connected to hub or switch through patch panel)

If above is true then after you move PCs to a new room and connect them they should become fully functional.

[edit] How to Post articles to www.jaguarfreight.com

Assign to: Andrei

• article comes as pdf
• make filename short
• find icon on a website. If this month issue cover img is not available then use generic icon (news company logo) or latest month issue logo
• use filezilla to ftp new files
• backup files to be changed:
  • index.html
  • news.html

[edit] What is Server restart procedure for NY and other offices

authorized contacts are:

London: Chandra Raichura

France: Philippe Delorme

Hong Kong: Chikei Ho

US: Alex Dobrovolsky Paul Min

Alex the following is the emergency restart for CT2

CT2 SOP when CT2 is not responsive in all offices

If CT2 is not available or responsive to your entire office and you have verified that your network connectivity and DNS server is working properly then please verify with other Jaguar offices that CT2 is not available or responsive to them as well.

After verification, if CT2 server is not available or responsive for all open offices and no one at the NY Jaguar office can assist and it is after NY office hours please perform the following emergency procedure:

The Rackspace authorized Jaguar user (there is one for each office) should call: Rackspace at 1-800-961-4454 (available 24/7)

The operator will ask the following questions:

1. Tell the operator that you need assistance with our linux server. 2. They will ask what our account number is: 913397 3. They will ask your name. 4. They will ask your answer to the secret question you setup when setting up your account.

After being transferred to the linux department, tell the linux systems engineer the following:

1. Our tomcat application on the server seems to be having a problem and is unresponsive and not available and you would like the engineer to restart tomcat by executing the following script:

2. /opt/tomcatrst.sh ( make sure you dictate the entire path including “/” said as “slash” )

3. Then after the script finishes executing, then you should open a new web browser and go to: http://ct.jaguarfreight.com:8080/internal [^] and make sure you are able to access CT2 webpage and able to login with the correct login. If you can login to CT2 successfully, then CT2 is operating normally.

If that script fails to get CT2 running and CT2 is still not accessible:

Please tell the linux system engineer to run the following:

1. /opt/tomcat/bin/shutdown.sh 2. pkill -9 java 3. /opt/tomcat/bin/startup.sh 4. Then after the script finishes executing, you should open a new browser and go to: http://ct.jaguarfreight.com:8080/internal [^] and make sure you are able to access CT2 webpage and able to login with the correct login. If you can login to CT2 successfully, then CT2 is operating normally.

See also: http://ct.jaguarfreight.com/mantis/view.php?id=2101

[edit] How to manage desktops and users info

It is managed xls attached to this Mantis: 0002803: ** Desktops and users info (NY office) **

Please add columns as required (MS office version, etc)

Every time document is changed new version is attached.

[edit] How to use Tiger and Mantis for issue tracking

As we all know it is easier to track issues if they are recorded in the some kind of system such as Mantis.

At the moment I am using both systems. Ideally we should integrate or use one or clearly define how they both used.

[edit] TSI CRM

[edit] Mantis IT Inbox

[edit] How IT Support instructions letters might look like

*** IT Support instructions letter to non NY jaguar offices ***
.
Dear All,
.
Depending on the type of a problem please email or call:
.
* CT2 issues/Sugar CRM (non-urgent): email ihelp@jaguarfreight.com(Jaguar IT)
* CT2 issues/Sugar CRM (urgent): ???
* Email (non-urgent): itsupport@jaguarfreight.com (TSI vendor)
* Email (urgent): Appriver???
.
Regards, Jaguar IT NY

*** IT Support instructions letter to jaguarny ***
.
Dear All,
.
Depending on the type of a problem please email or call:
.
* Phone issues: call 631-254-1000 (4Comm vendor)
* CT2: email ihelp@jaguarfreight.com(Jaguar IT)
* All other tasks: itsupport@jaguarfreight.com (TSI vendor)
.
Regards, Jaguar IT NY

*** IT Support instructions letter to devteam ***
.
Dear All,
.
For issues with Mantis, Wiki, SVN, Demo server please email or call:
.
* Connectivity issues: Vlad
* Users, configuration (all but SVN): Andrei/Roma 
.
Regards, Jaguar IT NY

Also have to send a separate emails advising about:

• Jaguar homepage updates - Simon
• Constant Contact - Sylvia

[edit] How to do Emergency restart of CT2

See Emergency restart of CT2

[edit] What are the printers passwords

Xerox_1 - printer IP address:

• uname / pwd on printer:
• uname / pwd on web:

Xerox_2 P address:

• uname / pwd on printer:
• uname / pwd on web:

Xerox_3 P address:

• uname / pwd on printer:
• uname / pwd on web:

Xerox_4 - printer in acct dept P address:

• uname / pwd on printer:
• uname / pwd on web:

Xerox_5 (DR-530) - printer in Arden dept IP address: 192.168.0.238

• uname / pwd on web:

Acc printer DM-071 - in Mikes office

• uname / pwd on printer: 11111 / none
• uname / pwd on web: 11111 / x-admin

Carr 1-800-244-1880

[edit] To block editing "proxy settings" =

1) Firefox

Add this line to this file: C:\Program Files\Mozilla Firefox\greprefs\all.js

pref("general.config.filename", "mozilla.cfg");

2) IE/Chrome

gpedit.msc

Admin Templates > Int Expl > Disable changing proxy settings

Set "not configured"

Front-end:

IE > Tools > Connections > LAN settings

[edit] APPENDIX

[edit] APPENDIX 1 Checklist by Paul

•	Active Directory users and groups
•	Network equipment
-	Cable Modem
-	Fiber Optic Modem
-	Active Cisco 1800 router
-	Standby Cisco Router
-	HA/failover/ipsla/acl
-	Easy VPN Server settings (IPSEC)
-	VLAN on Cisco Catalyst switch
-	3comm switches
•	SQUID Server
•	GE Door Card Application
•	PBX /phone admin
•	Websites
-	Rackspace for ct1 and ct2
-	Appriver Admin page
-	Constant Contact
-	Webex
•	Quickbooks
•	Symantec Endpoint Manager
•	Yosemite Backup
•	Cygwin Shell ( rsync quickbooks )
•	DHCP Server
•	DNS Servers
•	Windows Replication
•	Radius VPN Server
•	VPN Client setup
•	Windows System Update Server
•	Dymo Server
•	Fax Modem
•	Report transfer for door cards
•	New User Setup
-	Web browser setup/linking proxy
-	Outlook setup
-	Printer shortcuts
-	File Share Shortcuts and mapping
•	Blackberry Setup
•	Projector maintenance
•	Simon Ascendo blackberry backup software
•	Printer admin

Scanner profile setup/supply page
- Xerox 5755 imports
- Xerox 5755 exports
- Xerox 5225 accounting
- Xerox 3250 EA (supplies page)

Printers
-	Xerox 5755  (we have 2) 
-	Xerox 5225
-	Xerox 4500 Phaser
-	Xerox 3400 Phaser
-	Xerox 3250 Phaser
-	Epson FX-890 

Fax
-	Xerox 3635MFP
-	Xerox 3300MFP
-	HP 3390

Dymo Label Server/printer
-	400
-	450
              Other
-	Panini remote deposit scanner
-	FD100 credit card swipe machine

[edit] APPENDIX Category to Assign to mapping

Category	Assign To

NY office Support: TSI	
Core:(Anti)virus	IT
Core:Backups/Restore	IT
Core:Firewall	IT
Core:Internet/Connectivity	IT
Core:Network changes	IT
Core:User setup/change	IT
Core:VPN setup/change	IT
Core:Web access (squid)	IT
Core:Wireless	IT
Desktop: Adobe pdf	IT
Desktop:MS Word/Excel	IT
Desktop:MS Powerpoint	IT
Desktop:Email (back/front)	IT
Desktop:QB (back/front)	IT
Desktop:Skype	IT
Etc:  	IT
Etc:cc swipe machine	IT
Etc:Panini	IT
Etc:Projector	IT
PC:repair	IT
PC:purchase/setup	IT
Phones:Blackberry	IT
Printers/Scanners (non trivial)	IT 
	
NY office Support: TSI	
Etc:Door Cards	michael_k
Phones:PBX	michael_k 

Cloud Support: Non-TSI	
Web:Constant Contact	andrei
Web:CT2 Acc	tracie
Web:CT2 Admin	tracie
Web:CT2 Client	montira
Web:CT2 Ops Core(Misc)	denise
Web:CT2 Ops Pdfs	tracie
Web:CT2 Ops Reps	denise
Web:CT2 Ops Truck	denise
Web:Mantis	andrei
Web:Rate Explorer 	andrei
Web:Sugar	vlad
Web:Webex	denise
Web:Wiki	roma
Web:www.jaguarfreight.com	roma

[edit] APPENDIX Desktops and NY users info

See computer info.xls attached to http://ct.jaguarfreight.com/mantis/view.php?id=2703

[edit] APPENDIX IT tasks

• Typical NY IT tasks:
  • backups
    • Tapes are found in the bottom desk drawer behind Tira. Tape's are labeled with the days of the week and has either an A or a B. We alternate between week a & b, with always placing the next days tape into the driver before days end. After each days backup is completed, we should take home that days tape and as every Friday is a full back up, we must keep that tape with us for the entire week.
  • OS upgrades
  • antivirus upgrades
  • move PC
  • hire employee
  • fire employee
    • ...