https://mediawiki.middlebury.edu/LIS/api.php?action=feedcontributions&user=Linda+Knutson&feedformat=atomLibrary & ITS Wiki - User contributions [en]2024-03-29T09:32:51ZUser contributionsMediaWiki 1.35.14https://mediawiki.middlebury.edu/LIS/index.php?title=Self_Service_Installations&diff=39419Self Service Installations2019-11-22T14:18:21Z<p>Linda Knutson: </p>
<hr />
<div>You can now install many common software titles on '''college-owned''' computers using convenient, self service methods. <br />
<br />
'''For best results:'''<br><br />
<br />
* Run these installers when you are on campus and connected to the network using an Ethernet cable. <br />
* Before launching an installer, reboot your computer to start fresh. Only launch the program needed for your installation method.<br />
<br><br />
<br />
<br />
=== Adobe Products ===<br />
<br />
<br/> Adobe software is now available for installation on '''both Windows and Mac computers''' by logging on with your Middlebury email address and password at [http://go/adobelogin/ http://go/adobelogin/].<br />
<br />
#Click '''Sign In''' in the upper-right corner of the web page and use your Middlebury email address and email password to log in.&nbsp; Select&nbsp; '''Enterprise ID''' if prompted. <br />
#Click '''Download''' for the Creative Cloud app, then click '''Save File'''. <br />
#Double-click the '''Creative_Cloud_Set-Up''' file in your '''Downloads''' folder. <br />
#Click '''Yes''' to allow the installer to make changes to your computer. <br />
#Sign in again using the same credentials as above. <br />
#Click '''Start Installing'''. <br />
#Once the Creative Cloud app installs select the '''Apps''' tab. <br />
#Select to '''Install''' or '''Update''' the applications you desire. <br />
<br />
&nbsp;<br />
<br />
&nbsp;<br />
<br />
=== Windows Computers===<br />
<br><br />
To install software on a '''college-owned''' Windows computer, follow these instructions to [[KACE_FAQ#How_do_I_use_KACE_Self_Service_to_install_software_on_my_Windows_computer_myself.3F|use our self service website]].<br />
* Already familiar with the process? Visit http://go/kss/ to login at our self service website.<br />
<br><br />
<br />
=== Mac Computers ===<br />
<br><br />
To install software on a '''college-owned''' Mac computer, follow these instructions to [[JAMF_Pro_Self_Service_FAQ#How_do_I_use_Self_Service_to_install_software_on_my_Mac.3F|use the Self Service utility]].<br />
<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]<br />
[[Category:Mac]]<br />
[[Category:Self Service]]<br />
[[Category:Software]]<br />
[[Category:Windows]]<br />
[[Category:Adobe]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Self_Service_Installations&diff=39418Self Service Installations2019-11-22T14:17:58Z<p>Linda Knutson: </p>
<hr />
<div>You can now install many common software titles on '''college-owned''' computers using convenient, self service methods. <br />
<br />
'''For best results:'''<br><br />
<br />
* Run these installers when you are on campus and connected to the network using an Ethernet cable. <br />
* Before launching an installer, reboot your computer to start fresh. Only launch the program needed for your installation method.<br />
<br><br />
<br />
=== Adobe Products ===<br />
<br />
<br/> Adobe software is now available for installation on '''both Windows and Mac computers''' by logging on with your Middlebury email address and password at [http://go/adobelogin/ http://go/adobelogin/].<br />
<br />
&nbsp;<br />
<br />
#Click '''Sign In''' in the upper-right corner of the web page and use your Middlebury email address and email password to log in.&nbsp; Select&nbsp; '''Enterprise ID''' if prompted. <br />
#Click '''Download''' for the Creative Cloud app, then click '''Save File'''. <br />
#Double-click the '''Creative_Cloud_Set-Up''' file in your '''Downloads''' folder. <br />
#Click '''Yes''' to allow the installer to make changes to your computer. <br />
#Sign in again using the same credentials as above. <br />
#Click '''Start Installing'''. <br />
#Once the Creative Cloud app installs select the '''Apps''' tab. <br />
#Select to '''Install''' or '''Update''' the applications you desire.<br />
<br />
=== Windows Computers===<br />
<br><br />
To install software on a '''college-owned''' Windows computer, follow these instructions to [[KACE_FAQ#How_do_I_use_KACE_Self_Service_to_install_software_on_my_Windows_computer_myself.3F|use our self service website]].<br />
* Already familiar with the process? Visit http://go/kss/ to login at our self service website.<br />
<br><br />
<br />
=== Mac Computers ===<br />
<br><br />
To install software on a '''college-owned''' Mac computer, follow these instructions to [[JAMF_Pro_Self_Service_FAQ#How_do_I_use_Self_Service_to_install_software_on_my_Mac.3F|use the Self Service utility]].<br />
<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]<br />
[[Category:Mac]]<br />
[[Category:Self Service]]<br />
[[Category:Software]]<br />
[[Category:Windows]]<br />
[[Category:Adobe]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=39408Using Outlook2019-11-12T15:08:43Z<p>Linda Knutson: </p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Windows Computer ==<br />
<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
<br />
#Start Outlook. <br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens. <br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens. <br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens. <br />
#Select the '''Advanced '''tab. <br />
#Click [[File:Add button.PNG|RTENOTITLE]]. The '''Add Mailbox '''dialog box opens. <br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add. <br />
#Click [[File:OK button.PNG|RTENOTITLE]]. <br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[File:OK button.PNG|RTENOTITLE]]. <br />
#Click [[File:OK button.PNG|RTENOTITLE]] on the '''Microsoft Exchange '''dialog box. <br />
#On the '''Change E-mail Account '''dialog box click [[File:Next button.PNG|RTENOTITLE]] then click [[File:Finish button.PNG|RTENOTITLE]]. <br />
#On the '''Account Settings''' dialog box click [[File:Close button.PNG|RTENOTITLE]]. <br />
<br />
<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Mac ==<br />
<br />
#Click on the '''Outlook '''menu and select '''Preferences'''. <br />
#Select '''Accounts'''. <br />
#Select '''Advanced'''. <br />
#Select the '''Delegates '''tab. <br />
#Click the '''+''' below the '''Open these additional mailboxes''' heading. <br />
#Type the name of the mailbox you want to add (select it from a list if presented with one) then click '''Add'''. <br />
#Click '''OK'''. <br />
<br />
&nbsp;<br />
<br />
&nbsp;<br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
<br />
==== <br/> Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook. <br />
#From the '''Tools '''menu, select '''Rules and Alerts'''. <br />
#Click in the check box for the automatic reply rule to deselect it. <br />
#Click '''[[File:OK xp button.PNG|RTENOTITLE]] '''. <br />
<br />
&nbsp;<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2016 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; On the '''Insert''' tab, click the '''Outlook Item''' button.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Insert Item''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=39407Using Outlook2019-11-12T15:08:21Z<p>Linda Knutson: </p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Windows Computer ==<br />
<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
<br />
#Start Outlook. <br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens. <br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens. <br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens. <br />
#Select the '''Advanced '''tab. <br />
#Click [[File:Add button.PNG|RTENOTITLE]]. The '''Add Mailbox '''dialog box opens. <br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add. <br />
#Click [[File:OK button.PNG|RTENOTITLE]]. <br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[File:OK button.PNG|RTENOTITLE]]. <br />
#Click [[File:OK button.PNG|RTENOTITLE]] on the '''Microsoft Exchange '''dialog box. <br />
#On the '''Change E-mail Account '''dialog box click [[File:Next button.PNG|RTENOTITLE]] then click [[File:Finish button.PNG|RTENOTITLE]]. <br />
#On the '''Account Settings''' dialog box click [[File:Close button.PNG|RTENOTITLE]]. <br />
<br />
<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Mac ==<br />
<br />
#Click on the '''Outlook '''menu and select '''Preferences'''. <br />
#Select '''Accounts'''. <br />
#Select '''Advanced'''. <br />
#Select the '''Delegates '''tab. <br />
#Click the '''+''' below the '''Open these additional mailboxes''' heading. <br />
#Type the name of the mailbox you want to add (select it from a list if presented with one) then click '''Add'''. <br />
#Click '''OK'''. <br />
<br />
&nbsp;<br />
<br />
&nbsp;<br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2016 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; On the '''Insert''' tab, click the '''Outlook Item''' button.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Insert Item''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=39406Using Outlook2019-11-12T15:06:35Z<p>Linda Knutson: </p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Windows Computer ==<br />
<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
<br />
#Start Outlook. <br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens. <br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens. <br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens. <br />
#Select the '''Advanced '''tab. <br />
#Click [[File:Add button.PNG|RTENOTITLE]]. The '''Add Mailbox '''dialog box opens. <br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add. <br />
#Click [[File:OK button.PNG|RTENOTITLE]]. <br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[File:OK button.PNG|RTENOTITLE]]. <br />
#Click [[File:OK button.PNG|RTENOTITLE]] on the '''Microsoft Exchange '''dialog box. <br />
#On the '''Change E-mail Account '''dialog box click [[File:Next button.PNG|RTENOTITLE]] then click [[File:Finish button.PNG|RTENOTITLE]]. <br />
#On the '''Account Settings''' dialog box click [[File:Close button.PNG|RTENOTITLE]]. <br />
<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Mac ==<br />
<br />
#Click on the '''Outlook '''menu and select '''Preferences'''. <br />
#Select '''Accounts'''. <br />
#Select '''Advanced'''. <br />
#Select the '''Delegates '''tab. <br />
#Click the '''+''' below the '''Open these additional mailboxes''' heading. <br />
#Type the name of the mailbox you want to add (select it from a list if presented with one) then click '''Add'''. <br />
#Click '''OK'''.<br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2016 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; On the '''Insert''' tab, click the '''Outlook Item''' button.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Insert Item''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=39405Using Outlook2019-11-12T15:03:45Z<p>Linda Knutson: </p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Windows Computer ==<br />
<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
<br />
#Start Outlook. <br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens. <br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens. <br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens. <br />
#Select the '''Advanced '''tab. <br />
#Click [[File:Add button.PNG|RTENOTITLE]]. The '''Add Mailbox '''dialog box opens. <br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add. <br />
#Click [[File:OK button.PNG|RTENOTITLE]]. <br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[File:OK button.PNG|RTENOTITLE]]. <br />
#Click [[File:OK button.PNG|RTENOTITLE]] on the '''Microsoft Exchange '''dialog box. <br />
#On the '''Change E-mail Account '''dialog box click [[File:Next button.PNG|RTENOTITLE]] then click [[File:Finish button.PNG|RTENOTITLE]]. <br />
#On the '''Account Settings''' dialog box click [[File:Close button.PNG|RTENOTITLE]]. <br />
<br />
== How To Add Another Mailbox to your Outlook Folder List On A Mac ==<br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2016 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; On the '''Insert''' tab, click the '''Outlook Item''' button.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Insert Item''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Outlook_Calendaring&diff=39101Outlook Calendaring2019-07-02T18:47:24Z<p>Linda Knutson: </p>
<hr />
<div>== How to Control Access to a Group Calendar or Other Group Folder Using Outlook ==<br />
<br />
Your group may be well-served by having a calendar to which everyone in the group has access. It allows you to have a central storage area for planning vacation schedules, events, etc. You may request an Exchange/Outlook account for your group. One person in your group should be designated the “owner” of the group account. The owner of the account can maintain the account by adding or deleting access rights to the calendar or other folders associated with the account as members join and leave your group.<br />
<br />
This document has the following sections to instruct you in the use of a group calendar.<br />
<br />
#Creation of the Calendar.<br />
#Adding the Calendar to Your Folder List.<br />
#Giving Access Permission to a New Group Member.<br />
#Removing Access Permission for a Member Leaving Your Group.<br />
<br />
==== Creation of the Calendar ====<br />
<br />
A group calendar should reside in an Outlook/Exchange account created for a group. Send email to Helpdesk to request an Outlook/Exchange account for your group. The email message should include the following information:<br />
<br />
#The names of all the members of your group.<br />
#The access type desired for each group member.<br>-&nbsp; '''Editor''' – Can read, create ''and'' edit all calendar entries.<br>-&nbsp; '''Author '''– Can read, create ''and ''edit their own calendar entries, but cannot edit entries created by others.<br>-&nbsp; '''Reviewer''' – Can read calendar entries only.<br />
<br />
You will be notified when the account is created. The account will also have '''Inbox''', '''Contacts''', '''Journal''' and '''Tasks''' folders for other group activities. The owner of the account can set permissions to allow others in the group access to these folders as well.<br />
<br />
==== Adding the Calendar to Your Folder List ====<br />
<br />
Each person wanting access to the calendar or other folders associated with the group account, must add the account to their folder list.<br />
<br />
#When viewing your '''Inbox '''folder, select '''Services '''from the '''Tools''' menu. The '''Services''' window opens.<br />
#Select '''Microsoft Exchange Server'''.<br />
#Click '''Properties'''. The '''Microsoft Exchange Server''' window opens.<br />
#Click the '''Advanced '''tab.<br />
#Click '''Add'''. The '''Add Mailbox''' window opens.<br />
#In the '''Add mailbox''' field, type the name of the mailbox as it appears in the '''Global Address List'''.'''Hint: '''You can search this list by selecting '''Address Book''' from the '''Tools '''menu.<br />
#Click '''OK'''. The '''Add Mailbox '''window closes.<br />
#Click '''OK''' twice to return to your '''Inbox''' window. The new mailbox will appear in the '''Folder List'''.<br />
<br />
==== Giving Access Permission to a New Group Member ====<br />
<br />
The owner of a group account can give new members access to folders within a group account. The new member must be given access to the '''Mailbox '''folder (so they can see the folders underneath), and to the specific subfolder such as the '''Calendar''', '''Inbox''', '''Tasks''', etc.<br />
<br />
#Right-click on the folder to which you want to give the new group member access, and select '''Properties''' from the pop-up menu. The '''Properties''' window for the folder opens.<br />
#Click the '''Permissions '''tab.<br />
#Click '''Add'''. The '''Add Users''' window opens.<br />
#In the '''Type Name or Select from List '''field, begin to type the last name of the person to be added. The list scrolls to the region where the name can be found.<br />
#Select the user from the list and click '''Add'''. The name will appear in the '''Add Users '''list.Continue adding users using steps 4 and 5 until all new group members have been added.<br />
#Click '''OK'''. You are returned to the '''Properties '''window for the folder.<br />
#Select all group members who will share a '''Role''' (a set of '''Permissions''').<br>-&nbsp; '''Ctrl''' '''+ Click''' selects members who are not contiguous on the list.<br>-&nbsp; '''Shift''' '''+ Click '''selects members who are contiguous on the list.<br />
#Select the '''Role '''from the '''Roles''' drop-down list. The most commonly used '''Roles''' are:<br>-&nbsp; '''Editor''' – Can read, create ''and'' edit all calendar entries.<br>-&nbsp; '''Author '''– Can read, create ''and ''edit their own calendar entries, but cannot edit entries created by others.<br>-&nbsp; '''Reviewer''' – Can read calendar entries only.<br />
#Continue to assign '''Roles''' using steps 7 and 8 until all new members have been assigned a '''Role'''.<br />
#Click '''OK'''.<br />
<br />
==== Removing Access Permission for a Member Leaving Your Group ====<br />
<br />
#Right-click on the folder to which you want to give the new group member access, and select '''Properties''' from the pop-up menu. The '''Properties''' window for the folder opens.<br />
#Click the '''Permissions '''tab.<br />
#Select all group members that you want to remove.<br />
#*'''Ctrl''' '''+ Click''' selects members who are not contiguous on the list.<br />
#*'''Shift''' '''+ Click '''selects members who are contiguous on the list.<br />
#Click '''Remove'''.<br />
<br />
<br><br />
<br />
== Viewing Multiple Calendars at the same time in Outlook 2010 ==<br />
<br />
The following link explains available options:<br />
<br />
http://office.microsoft.com/en-us/outlook-help/view-calendars-side-by-side-or-overlaid-HA010354941.aspx<br />
<br />
<br><br />
<br />
<br />
== Sharing Calendar Information in Outlook ==<br />
<br />
There are two basic steps to sharing calendar information in Outlook.<br />
<br />
#The owner of the calendar must give you the appropriate permissions for the types of access you are to be allowed. <br />
#You must elect to view their calendar (either having the calendar permanently mounted or to mount it only when needing to view it – both relatively easy). <br />
<br />
==== Setting Permissions ====<br />
<br />
The owner of the calendar must give you permission, as follows.<br />
<br />
#Start Outlook. Click on the [[File:Calendar button.PNG|RTENOTITLE]] '''Calendar''' icon to view your calendar. <br />
#In the '''Folder''' list on the left side of the screen, right-click '''Calendar''' and select '''Properties '''from the pop-up menu. The '''Calendar Properties''' dialog box will appear. <br />
#Click the '''Permissions''' tab. <br />
#Click [[File:Add button.PNG|RTENOTITLE]]. <br />
#In the '''Type Name or Select from List''' field, begin typing the person’s last name and select them when visible in the list below. <br />
#Click [[File:Add button.PNG|RTENOTITLE]]. <br />
#Click [[File:OK button.PNG|RTENOTITLE]]. <br />
#In the '''Calendar Properties''' dialog box, click the checkbox(es) for the permissions desired. <br />
#Click [[File:OK button.PNG|RTENOTITLE]]. <br />
<br />
==== Adding The Calendar To Your Outlook View ====<br />
<br />
#Open up [[File:Start button.PNG|RTENOTITLE]] -> '''Settings''' -> '''Control Panel''' -> '''Mail'''.<br/> The '''Mail Setup – Default Outlook Profile '''dialog box will open. <br />
#Click [[File:E-mail accounts button.PNG|RTENOTITLE]]. <br />
#The '''E-mail Accounts '''wizard opens. Under the '''E-mail '''heading select the '''View or change existing e-mail accounts '''radio button, and then click [[File:Next button.PNG|RTENOTITLE]]. <br />
#Verify that the '''Microsoft Exchange Server '''is selected, then click '''Change'''. <br />
#Click '''More Settings'''. The '''Microsoft Exchange Server '''dialog box opens. <br />
#Click the '''Advanced '''tab. <br />
#Click [[File:Add button.PNG|RTENOTITLE]]. <br />
#The '''Add Mailbox '''dialog box opens. In the blank field, type the last name or department name of the mailbox you want to add, then click [[File:OK button.PNG|RTENOTITLE]]. <br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[File:OK button.PNG|RTENOTITLE]]. <br />
#Click [[File:Next button.PNG|RTENOTITLE]]. <br />
#Click [[File:Finish button.PNG|RTENOTITLE]].<br />
<br />
== Appointments in Outlook 2003 ==<br />
<br />
These instructions assume that your calendar view is set as follows:<br />
<br />
#Click '''Folder List''' to display the folder list in the navigation pane.<br />
#On the '''View''' menu, point to '''Arrange By''',and then to '''Current View'''.<br />
#Select '''Day/Week/Month '''viewfrom the submenu.<br />
<br />
==== Schedule An Appointment ====<br />
<br />
This section guides you through the process of setting up an appointment for yourself.<br />
<br />
#Start Outlook.<br />
#Click on '''Calendar''' in the folder list.<br />
#Open a new appointment window using one of these methods:<br />
#*Click '''New'''.<br />
#*Press [[Image:Key Ctrl.PNG]] + [[Image:Key N.PNG]].<br />
#*From the '''Actions''' menu, select '''New Appointment'''. The '''Appointment '''window opens.<br />
#In the '''Subject''' field, type the purpose of the appointment.<br />
#In the '''Location''' field, type the place the appointment takes place.<br />
#From the '''Label''' drop-down list, select from 11 label options.'''Hint: '''If you don’t find the label you want, you can customize them using the '''Edit''' menu on the Calendar view of Outlook. Click '''Edit''', point to '''Label''', then click on '''Edit Labels'''.<br />
#Use the '''Start time''' and '''End time''' drop-down lists to block out the appointment time. If the appointment is an all day event, click the '''All Day Event''' checkbox.<br />
#If you want an electronic reminder, click the '''Reminder '''check box, and use the drop-down list to select the number of minutes prior to an appointment you wish to receive a reminder.<br />
#You can select how to display this time on your calendar from the '''Show time as''' drop-down list. Unless others have been given special permissions to view your calendar, anyone checking your availability will see only colored blocks to indicate your time is scheduled.<br />
#*'''Free '''– Persons checking your availability will receive no indication that this time is scheduled. This is helpful if you use your calendar to post reminders that don’t involve a true appointment (for instance, a reminder to buy milk on the way home which you schedule to display a reminder on your screen 15 minutes before you leave the office). '''Note: '''Outlook '''Tasks''' can also be used for this purpose, with similar reminders set.<br />
#*'''Tentative '''– The time is blocked out with blue stripes to indicate an uncertainty in your schedule.<br />
#*'''Busy '''– The time is blocked out in medium blue to indicate you are unavailable.<br />
#*'''Out of Office '''– The time is blocked out in burgundy to indicate you are unavailable for larger portions of time, such as vacations or conferences. '''Note: '''If you have given a colleague permission to read your calendar and want to block them from seeing the details of a particular meeting, click the '''Private '''checkbox in the lower-right corner.<br />
#Click [[Image:]] for an easy way to group appointments for viewing purposes.<br />
#Use the large unlabeled field to jot down notes about the appointment.<br />
#To create a recurring appointment:<br />
##Click '''Recurrance'''. The '''Appointment Recurrence''' window opens.<br />
##Use the fields presented to designate the pattern and range of the recurring appointment.<br />
##Click [[Image:OK button.PNG]].<br>[[Image:Appointment Recurrence.PNG]]<br />
#When you are finished, click '''Save and Close'''.<br />
<br />
An appointment might look like this one on your calendar:<br />
<br />
::[[Image:Calendar Entry.PNG]]<br />
<br />
The text indicates the time, subject, and location. Graphic items indicate your availability status (the solid bar on left, next to the time), that a reminder will display (the bell), and that the appointment recurs (the arrows).<br />
<br />
==== Delete An Appointment ====<br />
<br />
#Start Outlook.<br />
#Click on '''Calendar''' in the folder list.<br />
#Click on the appointment date on the monthly calendar.<br />
#Select the desired appointment on the daily calendar.<br />
#Delete the appointment using one of three methods:<br />
#*Click '''Delete''' on the toolbar.<br />
#*Press '''Ctrl''' + '''D'''.<br />
#*From the '''Edit '''menu, select'''Delete'''.<br />
#One of the following happens:<br />
#*If the selected appointment is a single event, it disappears from the calendar.<br />
#*If the appointment is one of a series of appointments:<br />
#*#The '''Confirm Delete '''window opens. Select the radio button indicating whether you want to delete all occurrences of the appointment in the series or just the single appointment.<br />
#*#Click '''OK'''.<br />
<br />
==== Reschedule An Appointment ====<br />
<br />
#Start Outlook.<br />
#Click on '''Calendar''' in the folder list.<br />
#Click on the appointment date on the monthly calendar.<br />
#Select the desired appointment.<br />
#Reschedule the appointment using one of the following methods:<br />
#*'''Appointment window method'''<br />
#*#Double-click the appointment to open the '''Appointment '''window.<br />
#*#If the appointment is part of a series, you will be asked to select the series or the single occurrence. Do so and click '''OK'''.<br />
#*#Change the date and/or time in the '''Start time '''and '''End Time '''drop-down lists.<br />
#*#Click '''Save and Close''' to save the modifications.<br />
#*'''Drag and Drop method'''<br />
#*#Click on the appointment, and hold the mouse button down.<br />
#*#Drag the appointment to the monthly calendar display and drop it on another date (this moves it to the ''same time'' on the alternate day).<br />
#*#If the appointment is part of a series the following notice displays. Click '''Yes''' or close this window and use the '''Appointment''' '''Window Method''' above.<br />
#*#The new day appears in the daily calendar portion of the calendar window. Drag and drop the appointment to a different time of the day, if needed.<br />
#*'''Right-click method'''<br />
#*#Click on the appointment, and hold the mouse button down.<br />
#*#Drag the appointment to the monthly calendar display and drop it on another date (this moves it to the ''same time'' on the alternate day).<br />
#*#A menu displays allowing you to choose from '''Copy''', '''Move''', or '''Cancel''' options.<br />
<br />
<br><br />
<br />
== Scheduling Meetings Using Outlook 2003 ==<br />
<br />
These instructions assume that your calendar view is set as follows:<br />
<br />
#Click '''Folder List''' to display the folder list in the navigation pane.<br />
#On the '''View''' menu, point to '''Arrange By''',and then to '''Current View'''.<br />
#Select '''Day/Week/Month '''viewfrom the submenu.<br />
<br />
==== Schedule A Meeting ====<br />
<br />
When you schedule meetings using the MS Outlook calendar, make it a habit to add participants only after supplying the initial details of the meeting request. That way, if you inadvertently click '''Send''', an error message displays because there is no one listed to invite to the meeting.<br />
<br />
#Start Outlook, and click on '''Calendar''' in the folder list.<br />
#Click '''New''', or press '''Ctrl''' + '''N'''. The '''Appointment''' window opens.<br />
#In the '''Subject''' field, type the purpose of the meeting.<br />
#In the '''Location''' field, type the place where the meeting will be held.<br />
#Click the '''Reminder '''check box if you want an electronic reminder for participants, and use the drop-down list to select how many minutes prior to a meeting you wish to receive the reminder.<br />
#You can select how to display this time on the calendars of the attendees from the '''Show time as''' drop-down list.<br />
#*'''Free '''– Persons checking on the availability of the attendee will receive no indication that this time is scheduled.<br />
#*'''Tentative '''– The time is blocked out in light blue to indicate an uncertainty in the meeting details.<br />
#*'''Busy '''– The meeting time is blocked out in medium blue to indicate the attendee is unavailable.<br />
#*'''Out of Office '''– The meeting time is indicated in burgundy to indicate the attendee is unavailable for larger portions of time, such as vacations or conferences.<br />
#Use the large unlabeled field to provide additional information about the meeting, such as an agenda.<br />
#Add the attendees and set a meeting time:<br />
##Click the '''Scheduling '''tab.<br />
##Click '''Click her to add a name'''.<br />
##Type attendees’ last names, pressing '''Tab''' or '''Enter''' after each name is entered.<br />
##Click '''Check Names''', or press '''Ctrl''' + '''K''' to check the names. If a name is not unique, you can select the desired person from a list.<br />
##Use the scroll bar below the calendar grid to find a time when all attendees are free, and then click in the calendar grid to insert a ½ hour meeting time.<br />
##To adjust the time, allow your cursor to hover over the meeting time boundary until it turns into a double-headed arrow, and then drag the boundary.<br>'''Note: '''To let Outlook find a meeting time when all attendees are available on the timeline click '''AutoPick Next'''.<br />
#To create a recurring meeting:<br />
##Click '''Recurrance'''. The '''Appointment Recurrence''' window opens.<br />
##Use the fields presented to designate the pattern and range of the recurring meeting.<br />
##Click '''OK'''.<br />
#When there are no more adjustments to be made, click '''Send'''. The meeting request is sent to the attendee list as a mail message. When attendees accept the invitation it will appear on their calendar.<br />
<br />
==== Indicate Your Availability For A Meeting ====<br />
<br />
Meeting requests come to you as a mail message. To indicate whether you are truly available for the meeting requested, do the following:<br />
<br />
#Start Outlook, and double-click on the mail message containing the meeting request to open it.<br />
#Indicate your availability using one of the response buttons on the toolbar above the message.<br />
#*'''Accept''' - Confirms your availability for the meeting.<br />
#*'''Tenative''' - Indicates a possible conflict. The meeting organizer will expect a subsequent message from you indicating that you accept or decline.<br />
#*'''Decline''' - Indicates you will not attend the meeting.<br />
#*'''Propose New Time''' -When you make a counter proposal, it is sent with the default message saying that you want to propose a new time, but that you have tentatively accepted the meeting.<br />
#A window opens giving you the opportunity to supply a return message (or not). Select one of these options:<br />
#*'''Edit the response before sending''' - Use this to add additional remarks.<br />
#*'''Send the response now''' – This option sends a reply message indicating whether or not you plan to attend the meeting.<br />
#*'''Don’t send a response''' – Just as it says, no response sent. The meeting organizer will not receive information about your attendance.<br />
#Edit the message, if you’ve chosen to do so, and then click '''Send'''.<br />
<br />
==== Propose A New Meeting Time ====<br />
<br />
If a proposed meeting isn’t scheduled at a convenient time, you can easily propose another time.<br />
<br />
#Start Outlook and click on the message containing the meeting request.<br />
#Click '''Propose New Time'''. The '''Propose New Time '''dialog box opens.<br />
#Select a new time manually or use '''AutoPick Next''' to automatically find free time on participant’s calendars.<br />
#When you’re satisfied with your choice, click '''Propose Time'''.<br />
#Click '''Send'''. '''Note: '''Whenever you make a counter proposal, it is sent with a default message saying that you want to propose a new time, but that you have tentatively accepted the meeting.<br />
<br />
==== Reschedule A Meeting Or Add Attendees ====<br />
<br />
#Start Outlook and click on '''Calendar''' in the folder list.<br />
#Double click on the listing for the meeting to open it.<br />
#Select the '''Scheduling''' tab.<br />
#Invite any new attendees using the steps outlined in the '''Add the attendees and set a meeting time''' portion (step 8) of the ''Schedule A Meeting'' section.<br />
#Reselect the start and end date and time, if that has changed.<br />
#Click the '''Appointment '''tab and add a note to let attendees know what has been changed.<br />
#Click '''Send Update''' to save the changes to the meeting and distribute the updated meeting announcement.<br />
#Various options for notification of attendees will be presented to you, depending upon the changes you made. Select the options desired.<br />
<br />
==== Cancel A Meeting ====<br />
<br />
#Start Outlook and click on '''Calendar''' in the folder list.<br />
#Right-click the listing for the meeting, and then select '''Delete '''from the pop-up menu. A message appears with the following options:<br />
#*Send cancellation and delete meeting.<br />
#*Delete without sending a cancellation.<br />
#Select the radio button for the choice desired, and then click '''OK'''.<br />
<br />
==== Review A Summary Of Invitee Responses ====<br />
<br />
The meeting organizer can display a summary of the invitee responses.<br />
<br />
#Start Outlook and click on '''Calendar''' in the folder list.<br />
#Double-click on the meeting to open it.<br />
#Click the '''Tracking '''tab.<br />
#Look at the '''Response '''column.<br />
<br />
<br><br />
<br />
== Outlook Calendar Best Practices ==<br />
<br />
While Outlook is one of the most commonly used applications for calendaring, it is not without flaws. However, with a few tips, it is possible to avoid calendaring issues in Outlook, such as disappearing appointments. Please see the [[Outlook Calendar Best Practices|Outlook Calendar Best Practices]] page for more details.<br />
<br />
== Add US Holidays to your Calendar ==<br />
<br />
With many installations of MS Outlook 2003, the listings for US holidays ends sometime in 2006. This anomaly varies from computer to computer so it is impossible to say when holidays will end on an individual computer. To see if your computer is effected look at your calendar to see if various holidays are listed at the top of a view for a day where they should appear. For instance, check the calendar view for December 25<sup>th</sup>. If holidays are active for that time period, the calendar listing should say '''Christmas Day (United States) '''directly under the date.<br />
<br />
It is easy to add the US holidays to your calendar. If you add holidays to your calendar before the date when your holiday listings stopped, however, they will appear twice on all previous and subsequent holidays until the overlap stops.<br />
<br />
To add US holidays to your calendar perform the following steps:<br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Options'''.<br />
#Click '''Calendar Options'''. The '''Calendar Options '''dialog box opens.<br />
#Click '''Add Holidays'''. The '''Add Holidays to Calendar''' dialog box opens.<br />
#Verify that the checkbox for United States is checked (or for another country if those are the holidays of interest), and then click '''OK'''.<br />
#A dialog box opens that says “'''Holidays for United States are already installed. Do you want to install them again?'''” Click '''Yes'''.<br />
#A successful installation causes a dialog box to open that says “'''The holidays have been successfully added to your Calendar'''.” Click '''OK'''.<br />
#Click '''OK''' twice more to exit the '''Calendar Options''' and '''Options''' dialog boxes.<br />
<br />
<br><br />
<br />
[[Category:Outlook]]<br />
[[Category:Calendaring]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Wireless_Troubleshooting&diff=39015Wireless Troubleshooting2019-06-06T13:09:01Z<p>Linda Knutson: </p>
<hr />
<div>If the [[Connect to Wireless|standard configuration instructions]] aren't working for you, check the following items, '''in order''' (depending on your device). Recall that personal [[Routers and Wireless Access Points]] are not allowed on campus; you must use the College wireless to avoid interfering with the network infrastructure. Also, personal devices that rely on direct communication, like Chromecast and personal wireless printers, '''are not supported''' due to the nature of enterprise network infrastructure.<br />
<br />
'''Note: OSX version 10.10 (Yosemite) has problems with enterprise wireless; if you are experiencing persistent issues, we recommend upgrading to 10.11 (El Capitan) or higher.'''<br />
<br />
== Step 1. Check that Wireless is Turned On ==<br />
Many laptops have a switch on the side that disables wireless entirely. This can be useful but causes problems if it is accidentally pressed, often without anyone noticing. If the physical switch is on or you don't see one, make sure Airplane Mode is set to OFF (if applicable) and wireless is enabled (click on the Airport menu in the top right corner of the screen and if Turn On appears, click it).<br />
<br />
== Step 2. Check that the Networks Appear ==<br />
Your device should list available wireless networks including '''MiddleburyCollege''' and '''MiddleburyGuest'''. If neither of these networks appear, double-check that the wireless connection is enabled and try restarting your device. Once the networks appear, move on to the next step.<br />
* If MiddleburyGuest appears, but MiddleburyCollege doesn't, there are three possibilities:<br />
*# You are in an area with unusually weak signal, such that the networks are not detected properly.<br />
*# If your device uses Windows, OSX, Android, iOS, or common Linux flavors, it may not be properly configured to connect to MiddleburyCollege. You may need to update your operating system, wireless drivers, or firmware. Please [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 contact the Helpdesk].<br />
*# If you have a more unusual device (such as certain gaming systems and older consumer devices), it may not support MiddleburyCollege. Please refer to [[Connect_to_Wireless#Registering_Supported_Devices|Registering Supported Devices]].<br />
<br />
== Step 3. Check to see if the problem is location-specific ==<br />
If you can access wireless normally in some areas, such as the library or classrooms, but there is a particular location where it seems not to work or is unreasonably slow, please [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 contact the Helpdesk]. We are continually improving our wireless infrastructure across campus and we appreciate your help in identifying areas of concern.<br />
<br />
== Step 4. Check that your account is valid for MiddleburyCollege wireless ==<br />
''Pay particular attention to this step and step 7 if you get a "wrong password" error, or if you keep getting prompted for your password over and over.''<br />
<br />
If you have another device or some other way to get network access, please [http://go.middlebury.edu/login login] to confirm that your Middlebury username and password (or Guest e-mail and password) are correct and active. Note that '''only network accounts''' (faculty, staff, student, or guest) can access the MiddleburyCollege network - local accounts specific to individual computers '''do not have access'''.<br />
<br />
== Step 5. Release and renew your IP address ==<br />
If you seem to be connected to the network, but pages won't load, and especially if you get a warning about "limited connectivity" or a "self-assigned IP address", try to [[Release and Renew IP Address|release and renew your IP address]].<br />
<br />
== Step 6. Repair Wireless with Built-in Tools ==<br />
* In Windows 7, right-click the Network icon in the lower right corner of the screen and click '''Repair'''.<br />
* In macOS, click on the Airport menu (top right corner of the screen) and click Turn Off. Wait a few seconds, click on the Airport menu and click Turn On.<br />
<br />
== Step 7. Check for Stored Password Issues ==<br />
''If you've changed your password recently (or since you were last on campus), you should definitely do the following.''<br />
* On a ''college-owned Windows computer'', make sure you're logged in with your current password by connecting to a wired connection, locking the computer (Win+L), then unlocking it with your new password.<br />
* On a ''personal Windows computer or any mobile device'', you should be able to update the stored password for MiddleburyCollege when prompted by typing in your current College username and password. If this doesn't work, you may need to forget the network (see below). If a Windows computer '''does not ask for your credentials''' when connecting for the first time, you will need to [[Connect_to_Wireless#Setting_Up_a_Manual_Connection|connect manually]].<br />
* On a ''Mac'', updating your wireless password '''does not work''' due to a bug in the operating system. You must forget the network and delete entries in the Login Keychain related to MiddleburyCollege WiFi, as described in step 8 below.<br />
<br />
== Step 8. "Forget" the network and reconnect ==<br />
=== Windows - College Owned ===<br />
Middlebury-managed Windows computers have the MiddleburyCollege network preconfigured with the correct settings and cannot be manually adjusted. However, this assumes that you are logging into the computer as yourself - see [[#Step 4. Check that your account is valid for MiddleburyCollege wireless|Valid accounts]] above.<br />
<br />
=== Windows 7 - Personal ===<br />
Remove or "forget" the network, then reconnect. Microsoft's instructions for forgetting the network are here: https://technet.microsoft.com/en-us/library/gg252588%28v=ws.10%29.aspx<br />
<br />
=== Windows 10 - Personal ===<br />
# Click the Wifi networks icon at the right of the Taskbar. <br />
# The ''Action Center'' pops out; click the link for '''Network & Internet settings'''. <br />
# Click '''Wi-Fi''' in the left-hand navigation pane, then click '''Manage known networks'''.<br />
# A list of all available saved Wi-fi networks appears. Click the entry of the one you want to remove, then click the '''Forget''' button. <br />
# To reconnect to the forgotten network, click the WiFi icon, click the desired network name, then click the '''Connect''' button. Supply your password when prompted.<br />
<br />
<br />
=== macOS ===<br />
<br />
#Go to the Airport icon in the upper-right corner and turn wireless off. <br />
#Click the Airport icon again and click Open Network Preferences, then click Advanced. <br />
#Go to the 802.1X tab and look for any "MiddleburyCollege" profiles. Click the minus symbol to delete them, and then click OK. <br />
#Next go to: Applications -> Utilities ->Keychain Access <br />
#Select the "login" keychain in the upper left corner. <br />
#In the search window(upper right) search for "MiddleburyCollege", secondary click on the record, and delete the records for MiddleburyCollege(name) 802.1X Password(Kind). You will be asked to verify you want to delete this; confirm by clicking delete. <br />
#In the search window(upper right) search for "cpauth" and delete the records for cpauth.middlebury.edu(name) certificate(Kind). You will be asked to verify you want to delete this; confirm by clicking delete. <br />
#*You will be asked for your user password (that you logged into the computer with) to confirm the change to your Certificate Trust Settings. <br />
#Click on the Airport menu again and click Turn On, and re-connect to MiddleburyCollege. <br />
#Additional troubleshooting steps, in extreme cases: create a new Network location; log in as another user - if fixed, check original user's login & Local Items keychains for passwords & certificates potentially related to cpauth, MiddleburyCollege, DigiCert.<br />
<br />
=== Android ===<br />
# Go to Settings -> Wi-Fi.<br />
# Select the MiddleburyCollege network and tap "Forget".<br />
<br />
=== iOS ===<br />
# Go to Settings -> Wi-Fi. <br />
# Next to the MiddleburyCollege network, tap the blue "i" (info).<br />
# Tap Forget This Network, then Forget to confirm.<br />
<br />
== Step 9. Update Drivers ==<br />
On a Mac, iOS device, or Android device, make sure that you have run Software Update and there are no further updates available. In some cases, you may need to upgrade to a newer version of your OS. <br />
* Note: OSX version 10.10 (Yosemite) has problems with enterprise wireless; if you are experiencing persistent issues, we recommend upgrading to 10.11 (El Capitan).<br />
<br />
For Windows computers, check the vendor website for your computer and/or wireless card to see if updated drivers are available, install them, and reboot. If you need assistance with this, please come to the Helpdesk (LIB202).<br />
<br />
== Step 10. Contact the Helpdesk ==<br />
If the above steps don't work, please write down your [[MAC address|Ethernet ID aka MAC address]] and have it ready when [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 contacting the Helpdesk]. If the matter is urgent or you cannot use that link, please call us at (802) 443-2200 with your name, contact info, and a description of the problem. For best results, also Option-click the wireless icon and collect the information about your connection that appears when you do so.<br />
<br />
== Wireless Compatibility ==<br />
<br />
Any device with a wireless network card or adapter should be compatible with Middlebury's wireless networks, as long as it supports the WPA2 or 802.1X protocol. The vast majority of wireless devices in the world support these protocols. Our wireless vendor, Aruba, publishes a [http://www.arubanetworks.com/support-services/aruba-support-program/interoperability/ detailed list of compatible devices] (if the link becomes out of date, search the web for <code>Aruba compatibility</code>).<br />
<br />
[[Category:Wireless]]<br />
[[Category:Mac]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Windows]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=38756Using Outlook2019-02-27T14:17:07Z<p>Linda Knutson: /* How to Create an Automatic Reply to ALL Incoming Messages Using Outlook 2007 */</p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List ==<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
#Start Outlook.<br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens.<br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens.<br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens.<br />
#Select the '''Advanced '''tab.<br />
#Click [[Image:Add button.PNG]]. The '''Add Mailbox '''dialog box opens.<br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add.<br />
#Click [[Image:OK button.PNG]].<br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[Image:OK button.PNG]].<br />
#Click [[Image:OK button.PNG]] on the '''Microsoft Exchange '''dialog box.<br />
#On the '''Change E-mail Account '''dialog box click [[Image:Next button.PNG]] then click [[Image:Finish button.PNG]].<br />
#On the '''Account Settings''' dialog box click [[Image:Close button.PNG]].<br />
<br><br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2016 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; On the '''Insert''' tab, click the '''Outlook Item''' button.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Insert Item''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=VPN_Setup_Instructions&diff=38624VPN Setup Instructions2019-01-09T19:26:47Z<p>Linda Knutson: /* Windows Instructions */</p>
<hr />
<div>== What is VPN? ==<br />
'''VPN''' stands for Virtual Private Network; see the [http://en.wikipedia.org/wiki/Virtual_private_network Wikipedia article on VPN] for more general info. Active faculty, staff and students can use VPN to access resources on the Middlebury network that are [[Resources_Requiring_VPN_For_Off_Campus_Access|normally unavailable from off campus]], such as Banner Admin or fast connections to Middfiles. [[Off_Campus_Access#Off-campus_Access_via_EZproxy|(Access to library subscription e-resources is the '''major exception'''. That requires EZproxy and is described here.)]]<br />
<br />
We have a new VPN client called Pulse Secure (now owned by [https://www.pulsesecure.net/ Pulse Secure]) for Windows, OSX, Android, and iOS. The client installer files for Mac and Windows can be found on Middfiles in the folder path '''Software\Public\VPN'''.<br />
[[File:PulseSecureLogo.jpg|none||Pulse Secure Logo]]<br />
<br />
== Windows Instructions ==<br />
If you '''already''' have Pulse Secure software installed on your computer, skip to step 4 to setup and save a connection.<br><br />
# Verify your version of Windows.<br />
#*'''Windows 7''' users should check to see if they have the 64-bit edition. If you are not sure see [http://windows.microsoft.com/en-us/windows7/find-out-32-or-64-bit How to tell if your version of Windows is 32-bit or 64-bit], then proceed to step 2.<br />
#* '''Windows 10:''' Windows 10 works with the latest posted version of Pulse Secure. See [https://support.microsoft.com/en-us/help/13443/windows-which-operating-system How to tell if your version of Windows is 32-bit or 64-bit], then proceed to step 2.<br />
# Windows 7 and Windows 10 users download the installer from '''\\middfiles\software\public\VPN'''; use the file named: ps-pulse-win-*-64bitinstaller.msi (or -32bitinstaller.msi for 32-bit Windows.)<br />
# Install the software. You don't need to select any special options during the install. The default checkbox at the end will launch Pulse Secure at the end of the installation process.<br />
# Look for the white S-shaped icon in the system tray area, at lower-right. If it doesn't show, click on the white up-arrow to show all of your tray icons.<br />
# Click on the '''Pulse Secure''' icon, then choose '''Open Pulse Secure'''.<br />
# An empty '''Connections''' window appears. Click on the '''+''' button to add a new connection. <br />
#* In the '''Name''' field, call it whatever you want. (Example: ''Middlebury College VPN'').<br />
#* In the '''Server URL''' field, use: '''https://vpn.middlebury.edu'''.<br />
# Click either the '''Connect''' button (which will add it to your saved connections then connect immediately), or the '''Add''' button (to save settings for later use without connecting now).<br />
# Once added, your new connection will appear in the list beneath "Connections". Click on the ['''Connect'''] button beside it to connect.<br />
# You will be prompted for your username and password. Effective 11/29/18, enter your full '''username@middlebury.edu''' address in the username field. <br />
#* VPN users at our Monterey campus need to use the username@middlebury.edu format as well.<br />
#* There is an optional checkbox to Save settings. For security reasons, we recommend NOT saving your password.<br />
# Once connected, the box will say as much and then vanish after a few moments. The Pulse Secure S icon in the tray will now include a green up arrow.<br />
# To disconnect, click on the Pulse '''S''' icon in the system tray, trace to your VPN connection name, then click '''Disconnect'''.<br />
<br />
'''Once you have a saved connection,''' in the future you can just click on the Pulse Secure icon in the tray, trace to your connection name in the pop-up menu, then click '''Connect'''.<br />
<br />
== Mac Instructions ==<br />
If you '''already''' have Pulse Secure software installed on your computer, skip to step 4 to setup and save a connection.<br><br />
<br />
# Download the installer from [https://middfiles.middlebury.edu/software/public/VPN/ Software/Public/VPN]; you want the file named: ps-pulse-mac-*-installer.dmg. Double-click to open it.<br />
#* Note: If you are on campus, Pulse Secure software may easily be installed using the [[JAMF_Pro_Self_Service_FAQ#How_do_I_use_Self_Service_to_install_software_on_my_Mac.3F|Self Service utility]].<br />
# When the disk image mounts and opens, '''right-click''' on the file PulseSecure.pkg then select Open.<br />
# Just step through the install. There is no need to select or change anything.<br />
# Once installed, you'll find the Pulse Secure client in the Applications folder (you may want to drag and drop it to the desktop or dock to create an alias for easier access). Launch this.<br />
# An empty Connections window appears. Click on the [+] button in the lower-left to add a new connection.<br />
## For the '''Name''', call it whatever you want. (Example: "Middlebury College VPN")<br />
## For the '''Server URL''', use: '''https://vpn.middlebury.edu'''<br />
# Click either the [Connect] button (which will add it to your saved connections and connect immediately), or [Add] (to save it for later use without connecting now).<br />
# Once added, your new connection will appear in the list beneath "Connections". Click on the [Connect] button next to it to connect.<br />
# You will be prompted for your username and password. Effective 11/29/18, enter your full '''username@middlebury.edu''' address in the username field. <br />
#* VPN users at our Monterey campus need to use the username@middlebury.edu format as well.<br />
#* There is an optional checkbox to Save settings. For security reasons, we recommend NOT saving your password.<br />
# You should now see an S icon in your top menu bar -- an accompanying green arrow means you are connected.<br />
# Once connected, you can close the Pulse Secure window. The icon in the menu bar now controls the Pulse Secure client.<br />
# To disconnect, click the S icon in the menu bar, then the VPN connection name, then "Disconnect."<br />
<br />
'''Once you have a saved connection,''' in the future you can just click on the Pulse Secure S icon in the top menu bar, trace to the connection name in the drop-down menu, then click Connect.<br />
<br />
== Android Instructions ==<br />
<br />
# Install the app from https://play.google.com/store/apps/details?id=net.pulsesecure.pulsesecure or search for '''Pulse Secure''' on the Google Play Store.<br />
# Launch the app. On the Welcome screen, fill in '''https://vpn.middlebury.edu''' for the URL, then touch the '''Submit''' button.<br />
# The '''Add a Connection''' dialog box will appear.<br />
#* For '''Connection Name''': You may change this to whatever you want (e.g., "Middlebury College VPN").<br />
#* The '''URL''' should be provided already ('''https://vpn.middlebury.edu''').<br />
#* For '''Username''', enter your full '''username@middlebury.edu''' address.<br />
#: VPN users at our Monterey campus also need to use the username@middlebury.edu format.<br />
#* For '''Authentication''': Keep the default setting of '''Password'''.<br />
#* '''Realm''' and '''Role''' can be left blank.<br />
# Touch the '''Add''' button to save your settings.<br />
# Touch the '''Connect''' button to start a VPN session.<br />
# The '''Login''' screen appears with your username already filled in. Provide your network password, then touch the '''Sign In''' button.<br />
# You will get a '''Connection request''' notification saying ''Pulse Secure wants to set up a VPN connection that allows it to monitor network traffic. Only accept if you trust the source.'', etc. Touch '''OK''' to continue.<br />
# Once it has finished connecting, you should see a key icon in your notification area (either the top or bottom of your screen, depending on the model). <br />
# To end the session, touch the '''Disconnect''' button. You will be returned to the Pulse Secure Home screen.<br />
<br><br />
'''Once you have a saved connection,''' you can simply launch the '''Pulse Secure''' app, then touch the '''Connect''' button to start your VPN session.<br />
<br />
== iOS Devices (iPhone, iPad, etc.) ==<br />
# Launch '''App Store''' on your iOS device. Locate and install the app '''Pulse Secure'''.<br />
# Launch the app. On the Welcome screen, fill in '''https://vpn.middlebury.edu''' for the URL, then touch the '''Submit''' button.<br />
# The '''Add a Connection''' dialog box will appear.<br />
#* For '''Connection Name''': Call it whatever you want (e.g., "Middlebury College VPN").<br />
#* The '''URL''' should be provided already ('''https://vpn.middlebury.edu''').<br />
#* For '''Username''', enter your full '''username@middlebury.edu''' address.<br />
#: VPN users at our Monterey campus also need to use the username@middlebury.edu format.<br />
#* For '''Authentication''': Keep the default setting of '''Password'''.<br />
#* '''Realm''' and '''Role''' can be left blank.<br />
# Touch the '''Save''' button.<br />
# Touch '''Allow''' when you receive the notice that "''Pulse Secure Would Like to Add VPN Configurations''". You may be asked to enter your device's passcode.<br />
# Touch the '''Connect''' button to start a VPN session.<br />
# The '''Login''' screen appears with your username already filled in. Provide your network password, then touch the '''Sign In''' button.<br />
# You will see messages about Authenticating, then Connecting to VPN. Your device will show VPN along the top, indicating a successful connection.<br />
# To end the session, touch the '''Disconnect''' button. You will see the message "Stopping the VPN" then be taken back to the Pulse Secure Home screen.<br />
<br><br />
'''Once you have a saved connection,''' you can simply launch the Pulse Secure app, then tap '''Connect''' to start your VPN session.<br />
<br />
== See Related ==<br />
<br />
=====[[Troubleshooting_VPN|Troubleshooting VPN]]=====<br />
=====[[Off-campus Access|Off-campus Access to Resources and Services]]=====<br />
<br />
[[Category:VPN]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Remote Access]]<br />
[[Category:Off-Campus Access]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=VPN_Setup_Instructions&diff=38623VPN Setup Instructions2019-01-09T19:26:21Z<p>Linda Knutson: /* Windows Instructions */</p>
<hr />
<div>== What is VPN? ==<br />
'''VPN''' stands for Virtual Private Network; see the [http://en.wikipedia.org/wiki/Virtual_private_network Wikipedia article on VPN] for more general info. Active faculty, staff and students can use VPN to access resources on the Middlebury network that are [[Resources_Requiring_VPN_For_Off_Campus_Access|normally unavailable from off campus]], such as Banner Admin or fast connections to Middfiles. [[Off_Campus_Access#Off-campus_Access_via_EZproxy|(Access to library subscription e-resources is the '''major exception'''. That requires EZproxy and is described here.)]]<br />
<br />
We have a new VPN client called Pulse Secure (now owned by [https://www.pulsesecure.net/ Pulse Secure]) for Windows, OSX, Android, and iOS. The client installer files for Mac and Windows can be found on Middfiles in the folder path '''Software\Public\VPN'''.<br />
[[File:PulseSecureLogo.jpg|none||Pulse Secure Logo]]<br />
<br />
== Windows Instructions ==<br />
If you '''already''' have Pulse Secure software installed on your computer, skip to step 4 to setup and save a connection.<br><br />
# Verify your version of Windows.<br />
#*'''Windows 7''' users should check to see if they have the 64-bit edition. If you are not sure see [http://windows.microsoft.com/en-us/windows7/find-out-32-or-64-bit How to tell if your version of Windows is 32-bit or 64-bit], then proceed to step 2.<br />
#* '''Windows 10:''' Windows 10 works with the latest posted version of Pulse Secure. See [https://support.microsoft.com/en-us/help/13443/windows-which-operating-system How to tell if your version of Windows is 32-bit or 64-bit], then proceed to step 2.<br />
# Windows 7 and Windows 10 users download the installer from \\middfiles\software\public\VPN; use the file named: ps-pulse-win-*-64bitinstaller.msi (or -32bitinstaller.msi for 32-bit Windows.)<br />
# Install the software. You don't need to select any special options during the install. The default checkbox at the end will launch Pulse Secure at the end of the installation process.<br />
# Look for the white S-shaped icon in the system tray area, at lower-right. If it doesn't show, click on the white up-arrow to show all of your tray icons.<br />
# Click on the '''Pulse Secure''' icon, then choose '''Open Pulse Secure'''.<br />
# An empty '''Connections''' window appears. Click on the '''+''' button to add a new connection. <br />
#* In the '''Name''' field, call it whatever you want. (Example: ''Middlebury College VPN'').<br />
#* In the '''Server URL''' field, use: '''https://vpn.middlebury.edu'''.<br />
# Click either the '''Connect''' button (which will add it to your saved connections then connect immediately), or the '''Add''' button (to save settings for later use without connecting now).<br />
# Once added, your new connection will appear in the list beneath "Connections". Click on the ['''Connect'''] button beside it to connect.<br />
# You will be prompted for your username and password. Effective 11/29/18, enter your full '''username@middlebury.edu''' address in the username field. <br />
#* VPN users at our Monterey campus need to use the username@middlebury.edu format as well.<br />
#* There is an optional checkbox to Save settings. For security reasons, we recommend NOT saving your password.<br />
# Once connected, the box will say as much and then vanish after a few moments. The Pulse Secure S icon in the tray will now include a green up arrow.<br />
# To disconnect, click on the Pulse '''S''' icon in the system tray, trace to your VPN connection name, then click '''Disconnect'''.<br />
<br />
'''Once you have a saved connection,''' in the future you can just click on the Pulse Secure icon in the tray, trace to your connection name in the pop-up menu, then click '''Connect'''.<br />
<br />
== Mac Instructions ==<br />
If you '''already''' have Pulse Secure software installed on your computer, skip to step 4 to setup and save a connection.<br><br />
<br />
# Download the installer from [https://middfiles.middlebury.edu/software/public/VPN/ Software/Public/VPN]; you want the file named: ps-pulse-mac-*-installer.dmg. Double-click to open it.<br />
#* Note: If you are on campus, Pulse Secure software may easily be installed using the [[JAMF_Pro_Self_Service_FAQ#How_do_I_use_Self_Service_to_install_software_on_my_Mac.3F|Self Service utility]].<br />
# When the disk image mounts and opens, '''right-click''' on the file PulseSecure.pkg then select Open.<br />
# Just step through the install. There is no need to select or change anything.<br />
# Once installed, you'll find the Pulse Secure client in the Applications folder (you may want to drag and drop it to the desktop or dock to create an alias for easier access). Launch this.<br />
# An empty Connections window appears. Click on the [+] button in the lower-left to add a new connection.<br />
## For the '''Name''', call it whatever you want. (Example: "Middlebury College VPN")<br />
## For the '''Server URL''', use: '''https://vpn.middlebury.edu'''<br />
# Click either the [Connect] button (which will add it to your saved connections and connect immediately), or [Add] (to save it for later use without connecting now).<br />
# Once added, your new connection will appear in the list beneath "Connections". Click on the [Connect] button next to it to connect.<br />
# You will be prompted for your username and password. Effective 11/29/18, enter your full '''username@middlebury.edu''' address in the username field. <br />
#* VPN users at our Monterey campus need to use the username@middlebury.edu format as well.<br />
#* There is an optional checkbox to Save settings. For security reasons, we recommend NOT saving your password.<br />
# You should now see an S icon in your top menu bar -- an accompanying green arrow means you are connected.<br />
# Once connected, you can close the Pulse Secure window. The icon in the menu bar now controls the Pulse Secure client.<br />
# To disconnect, click the S icon in the menu bar, then the VPN connection name, then "Disconnect."<br />
<br />
'''Once you have a saved connection,''' in the future you can just click on the Pulse Secure S icon in the top menu bar, trace to the connection name in the drop-down menu, then click Connect.<br />
<br />
== Android Instructions ==<br />
<br />
# Install the app from https://play.google.com/store/apps/details?id=net.pulsesecure.pulsesecure or search for '''Pulse Secure''' on the Google Play Store.<br />
# Launch the app. On the Welcome screen, fill in '''https://vpn.middlebury.edu''' for the URL, then touch the '''Submit''' button.<br />
# The '''Add a Connection''' dialog box will appear.<br />
#* For '''Connection Name''': You may change this to whatever you want (e.g., "Middlebury College VPN").<br />
#* The '''URL''' should be provided already ('''https://vpn.middlebury.edu''').<br />
#* For '''Username''', enter your full '''username@middlebury.edu''' address.<br />
#: VPN users at our Monterey campus also need to use the username@middlebury.edu format.<br />
#* For '''Authentication''': Keep the default setting of '''Password'''.<br />
#* '''Realm''' and '''Role''' can be left blank.<br />
# Touch the '''Add''' button to save your settings.<br />
# Touch the '''Connect''' button to start a VPN session.<br />
# The '''Login''' screen appears with your username already filled in. Provide your network password, then touch the '''Sign In''' button.<br />
# You will get a '''Connection request''' notification saying ''Pulse Secure wants to set up a VPN connection that allows it to monitor network traffic. Only accept if you trust the source.'', etc. Touch '''OK''' to continue.<br />
# Once it has finished connecting, you should see a key icon in your notification area (either the top or bottom of your screen, depending on the model). <br />
# To end the session, touch the '''Disconnect''' button. You will be returned to the Pulse Secure Home screen.<br />
<br><br />
'''Once you have a saved connection,''' you can simply launch the '''Pulse Secure''' app, then touch the '''Connect''' button to start your VPN session.<br />
<br />
== iOS Devices (iPhone, iPad, etc.) ==<br />
# Launch '''App Store''' on your iOS device. Locate and install the app '''Pulse Secure'''.<br />
# Launch the app. On the Welcome screen, fill in '''https://vpn.middlebury.edu''' for the URL, then touch the '''Submit''' button.<br />
# The '''Add a Connection''' dialog box will appear.<br />
#* For '''Connection Name''': Call it whatever you want (e.g., "Middlebury College VPN").<br />
#* The '''URL''' should be provided already ('''https://vpn.middlebury.edu''').<br />
#* For '''Username''', enter your full '''username@middlebury.edu''' address.<br />
#: VPN users at our Monterey campus also need to use the username@middlebury.edu format.<br />
#* For '''Authentication''': Keep the default setting of '''Password'''.<br />
#* '''Realm''' and '''Role''' can be left blank.<br />
# Touch the '''Save''' button.<br />
# Touch '''Allow''' when you receive the notice that "''Pulse Secure Would Like to Add VPN Configurations''". You may be asked to enter your device's passcode.<br />
# Touch the '''Connect''' button to start a VPN session.<br />
# The '''Login''' screen appears with your username already filled in. Provide your network password, then touch the '''Sign In''' button.<br />
# You will see messages about Authenticating, then Connecting to VPN. Your device will show VPN along the top, indicating a successful connection.<br />
# To end the session, touch the '''Disconnect''' button. You will see the message "Stopping the VPN" then be taken back to the Pulse Secure Home screen.<br />
<br><br />
'''Once you have a saved connection,''' you can simply launch the Pulse Secure app, then tap '''Connect''' to start your VPN session.<br />
<br />
== See Related ==<br />
<br />
=====[[Troubleshooting_VPN|Troubleshooting VPN]]=====<br />
=====[[Off-campus Access|Off-campus Access to Resources and Services]]=====<br />
<br />
[[Category:VPN]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Remote Access]]<br />
[[Category:Off-Campus Access]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38464Basic Web Help Desk Topics2018-11-20T15:07:54Z<p>Linda Knutson: /* Problem/Incident Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br><br />
'''Notes''' added to the '''Problem''' ticket will be added to the '''Incident''' tickets by default. Before saving a '''Note''' you can uncheck '''Show in Linked Tickets''' to prevent insertion into the '''Incident''' tickets.<br><br><br />
'''Notes''' sent to the client from the '''Problem''' ticket are not sent to the '''Incident''' ticket clients.<br><br><br />
To send a resolution '''Note''' to all '''Incident''' tickets, create the '''Note''' in the '''Problem''' ticket, change the '''Status''' to '''Closed''', then click '''Save & E-mail'''. The '''Note''' is sent to all '''Incident''' clients and all tickets are closed. <br />
<br><br><br />
<br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text (see below) to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
'''Canned Disabled Account Text:''' <br><br />
Your Middlebury email account, <big>client-username-here</big>@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at http://go.middlebury.edu/activate. You will use your '''College ID number''' and your '''BannerWeb PIN''' to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the '''Walkin Helpdesk (LIB 202)''' and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
http://www.middlebury.edu/offices/technology/infosec/education/phishing <br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38463Basic Web Help Desk Topics2018-11-20T15:07:14Z<p>Linda Knutson: /* Problem/Incident Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br><br />
'''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets by default. Before saving a '''Note''' you can uncheck '''Show in Linked Tickets''' to prevent insertion into the '''Incident''' tickets.<br><br><br />
'''Notes''' sent to the client from the '''Problem''' ticket are not sent to the '''Incident''' ticket clients.<br><br><br />
To send a resolution '''Note''' to all '''Incident''' tickets, create the '''Note''' in the '''Problem''' ticket, change the '''Status''' to '''Closed''', then click '''Save & E-mail'''. The '''Note''' is sent to all '''Incident''' clients and all tickets are closed. <br />
<br><br><br />
<br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text (see below) to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
'''Canned Disabled Account Text:''' <br><br />
Your Middlebury email account, <big>client-username-here</big>@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at http://go.middlebury.edu/activate. You will use your '''College ID number''' and your '''BannerWeb PIN''' to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the '''Walkin Helpdesk (LIB 202)''' and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
http://www.middlebury.edu/offices/technology/infosec/education/phishing <br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38462Basic Web Help Desk Topics2018-11-20T15:06:32Z<p>Linda Knutson: /* Problem/Incident Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br><br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets by default. Before saving a '''Note''' you can uncheck '''Show in Linked Tickets''' to prevent insertion into the '''Incident''' tickets.<br><br><br />
'''Notes''' sent to the client from the '''Problem''' ticket are not sent to the '''Incident''' ticket clients.<br><br><br />
To send a resolution '''Note''' to all '''Incident''' tickets, create the '''Note''' in the '''Problem''' ticket, change the '''Status''' to '''Closed''', then click '''Save & E-mail'''. The '''Note''' is sent to all '''Incident''' clients and all tickets are closed. <br />
<br><br><br />
<br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text (see below) to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
'''Canned Disabled Account Text:''' <br><br />
Your Middlebury email account, <big>client-username-here</big>@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at http://go.middlebury.edu/activate. You will use your '''College ID number''' and your '''BannerWeb PIN''' to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the '''Walkin Helpdesk (LIB 202)''' and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
http://www.middlebury.edu/offices/technology/infosec/education/phishing <br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38461Basic Web Help Desk Topics2018-11-20T15:06:04Z<p>Linda Knutson: /* Problem/Incident Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets by default. Before saving a '''Note''' you can uncheck '''Show in Linked Tickets''' to prevent insertion into the '''Incident''' tickets.<br><br><br />
'''Notes''' sent to the client from the '''Problem''' ticket are not sent to the '''Incident''' ticket clients.<br><br><br />
To send a resolution '''Note''' to all '''Incident''' tickets, create the '''Note''' in the '''Problem''' ticket, change the '''Status''' to '''Closed''', then click '''Save & E-mail'''. The '''Note''' is sent to all '''Incident''' clients and all tickets are closed. <br />
<br><br><br />
<br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text (see below) to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
'''Canned Disabled Account Text:''' <br><br />
Your Middlebury email account, <big>client-username-here</big>@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at http://go.middlebury.edu/activate. You will use your '''College ID number''' and your '''BannerWeb PIN''' to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the '''Walkin Helpdesk (LIB 202)''' and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
http://www.middlebury.edu/offices/technology/infosec/education/phishing <br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38460Basic Web Help Desk Topics2018-11-20T15:04:51Z<p>Linda Knutson: /* Problem/Incident Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets by default. Before saving a '''Note''' you can uncheck '''Show in Linked Tickets''' to prevent insertion into the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are not sent to the '''Incident''' ticket clients.<br><br />
To send a resolution '''Note''' to all '''Incident''' tickets, create the '''Note''' in the '''Problem''' ticket, change the '''Status''' to '''Closed''', then click '''Save & E-mail'''. The '''Note''' is sent to all '''Incident''' clients and all tickets are closed. <br />
<br><br><br />
<br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text (see below) to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
'''Canned Disabled Account Text:''' <br><br />
Your Middlebury email account, <big>client-username-here</big>@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at http://go.middlebury.edu/activate. You will use your '''College ID number''' and your '''BannerWeb PIN''' to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the '''Walkin Helpdesk (LIB 202)''' and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
http://www.middlebury.edu/offices/technology/infosec/education/phishing <br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_File_Servers_-_Windows&diff=38450Using File Servers - Windows2018-11-12T12:29:54Z<p>Linda Knutson: /* Connecting to a File Server Using a Windows Computer */</p>
<hr />
<div>{{Note|This page has specific instructions for connecting to and using file servers in the Windows operating system. You may be looking for [[Using File Servers - Macintosh|Macintosh]] instructions, or our description of [[Middfiles]].}}<br />
<br />
== Connecting to a File Server Using a Windows Computer ==<br />
<br />
'''Note:''' Lab or office computers at Middlebury connect '''automatically''' when you log-in - check the section on&nbsp;[[#Using_a_Mapped_Network_Drive|usage]]&nbsp;below first. For your personal computer, or if your network drives disappear, follow these instructions:<br />
<br />
#Connect to the campus network on the fastest network available (preferably an Ethernet jack, or at least [[Wireless|secure wireless]].) '''If you are off-campus''', you will have to connect to [[VPN]] before continuing.<br />
#Right-click the "My Computer", "Computer", or "This PC" icon on your desktop, Start Menu, or Start Screen. If you are using a Windows 10 computer, right-click on the '''Start''' button and select '''File Explorer'''; then right-click on "This PC".<br />
#Select '''Map Network Drive''' from the pop-up menu. The "Map Network Drive" window opens.<br />
#In the "Drive" drop-down list, select an unused drive letter.<br />
#In the "Folder" field type&nbsp;'''\\middcloud.middlebury.edu\middfiles'''<br />
#To reconnect to the server each time you start your computer, click to check "Reconnect at login". This is helpful if you will use the file server on a regular basis.<br />
#You can elect to connect using a different username than your own. '''If you are using a personally owned computer, you must do the following.''' This is also useful for persons who maintain files for a department or organization.<br />
##Click "Connect using different credentials". The "Connect As" dialog box opens.<br />
##In the "User name" field, type your College username in '''MIDD\''username''''' format.<br />
##In the "Password" field, type the password for the desired account.<br />
##Click '''OK'''. The "Connect As" dialog box closes.<br />
#Click '''Finish'''.<br />
<br />
Mapping a network drive creates a connection between your computer and the file server. Then you can move files back and forth to the network just like you would with a USB flash drive or other storage media.<br />
<br />
* '''Note''': Usually you would only need to connect to the Middfiles server at the address above. For some specialized cases (large media files, departmental research, application-specific data that is shared for analysis) we support additional servers. To connect to a file server&nbsp;other than middfiles you will need to modify the steps slightly. In the instructions above, replace '''middcloud''' with the name of the file server you'd like to connect to, and replace '''middfiles''' with the name of the shared folder on that file server. For example, if you wanted to connect to the "work-dirs" folder on snowleopard, you'd need to use the following format:<br />
\\snowleopard.middlebury.edu\work-dirs<br />
<br />
<br />
==== The Contents of Middfiles ====<br />
<br />
When you open the '''Computer ''' window and double-click on '''middfiles (\\middcloud.middlebury.edu)''' you will see a list of folders like this one:<br />
<br />
::[[Image:Middfiles folders.PNG]]<br />
<br />
The most widely-used folders are the following:<br />
<br />
:*'''classes '''is used by faculty and students for sharing files (handouts, paper submissions, collaborative writing projects, etc.)<br />
:*'''home ''' contains subfolders that provide personal storage space for all faculty, students and staff. To create a direct connection to one’s personal storage folder jjones would type '''\\middcloud.middlebury.edu\middfiles\home\jjones ''' in the '''Folder '''field of the '''Map Network Drive '''dialog box (step 5 of the previous section).<span style="color:red">This storage option is being phased out in spring 2017; [http://go.middlebury.edu/cloudoverview cloud options] on OneDrive or Google Drive should be used instead.</span> <br><br />
:*'''orgs '''contains departmental folders.<br />
<br />
More information is available about the [[Middfiles_-_Contents_and_Structure|content and structure of Middfiles]].<br />
<br />
==== Using a Mapped Network Drive ====<br />
<br />
To save time, create a shortcut to the file server space.<br />
<br />
#Double-click the '''Computer (Windows 7)&nbsp;''' icon on your desktop or Start Menu.<br />
#Right-click the desired file server space, and select '''Create Shortcut''' from the pop-up menu.<br />
#The '''Shortcut''' window displays the message '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes''', the shortcut appears on the desktop.<br />
#To connect to a file server after your computer has been restarted, simply double-click the shortcut to it on your desktop.<br />
<br />
Once a drive is mapped you can save files to your storage space by using a drag-and-drop method or by saving files directly to it from an application.<br />
<br />
==== Disconnect a Mapped Network Drive ====<br />
<br />
It shouldn't be necessary to disconnect a mapped network drive unless you will be working off-campus without VPN. In this situation (off-campus + no VPN) disconnecting a network drive may speed-up your computer.<br />
<br />
#Double-click the '''My Computer '''icon on your desktop.<br />
#Right-click on the icon for the drive, then select '''Disconnect''' from the pop-up menu. The icon for the drive disappears from the '''My Computer''' window.<br />
<br />
<br><br />
<br />
== Saving a File to a File Server Folder Using a Windows Computer ==<br />
<br />
Networked file servers are provided at Middlebury College to give everyone a personal folder for data storage and to facilitate file sharing for coursework and by administrative departments. To save a file in these storage spaces you must be connected to the server then move the file to the storage folder or save the file from an application.<br><br />
<br />
The most widely-used file server folders are located on the '''middfiles''' file server.<br />
<br />
#Double-click the '''Computer''' icon on the desktop (on Windows 7, this icon is on the Start menu).<br><br />
#Double-click '''middfiles (\\middcloud.middlebury.edu) (N:)'''.<br />
#*'''classes '''is used by faculty and students for file sharing. Folders for classes are grouped under folders by semester, such as '''Spring13'''.<br />
#*'''orgs '''is used for departmental file sharing and storage.<br><br />
<br />
==== Copy a File to a File Server Folder ====<br />
<br />
#Right-click the file you'd like to copy then select '''Copy'''.<br />
#Open the file server folder where you'd like to copy the file to (see instructions above).<br />
#Right-click an empty area of the folder then select '''Paste'''.<br><br />
<br />
==== Save a File to a File Server Folder From an Application ====<br />
<br />
#In your application (Word, Excel, PowerPoint, etc.) click the&nbsp;'''File''' tab, then select the '''Save As''' option. A navigation window opens.<br />
#To save a file in the '''Share''' folder for your course, navigate the following spaces: '''Computer / middfiles (\\middcloud.middlebury.edu) / Classes / ''semester'' / ''course ''/ Share''' (replacing '''''semester''''' and '''''course''' ''with the appropriate semester and course)<br />
#::'''Important note: '''You must use the copy method described above to save a file in the '''Dropbox''' folder.<br />
#In the '''File name''' field, type a name for the file.<br />
#Click '''Save.'''<br />
<br />
==== Create Shortcuts to Frequently Used Folders ====<br />
<br />
You may want to create shortcuts to file server folders that you use regularly.<br />
<br />
#Navigate to the '''Computer''' window until you can see the destination folder you desire.<br />
#Right-click the folder then select '''Create Shortcut''' from the pop-up menu.<br />
#A message may display saying '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes'''.<br />
<br />
Double-click the shortcut icon when you want to open the folder.<br />
<br><br />
<br />
== Windows 8.1 - Additional Resources ==<br />
If your computer runs Windows 8.1 and you would like more specific instructions about how to map a network drive and create a shortcut, see Microsoft's documentation on [http://windows.microsoft.com/en-us/windows-8/create-shortcut-to-map-network-drive how to map a network drive in Windows 8.1].<br />
<br><br />
<br />
== Recovering a File Deleted From a Server ==<br />
<br />
Have you ever deleted or over-written a file stored on a file server and wished you hadn’t? Did you know that you can get deleted or previous versions of files back without calling the Helpdesk to request a file recovery?<br />
<br />
Here’s how:<br />
<br />
#Double-click '''Computer'''.<br />
#Navigate to the folder '''''above''''' the one that contained the deleted file.<br />
<br />
For instance, if the path to the file you want to recover was '''middfiles\orgs\its\helpdesk\''filename'' '''you would open the '''middfiles\orgs\its\''' folder so you could see the '''Helpdesk '''folder.<br />
<br />
#Right-click on the folder in which the file resided before deletion. In the example above, you would right-click on '''Helpdesk'''.<br />
#From the pop-up menu, select '''Properties'''. The '''Properties '''dialog box will open.<br />
#Click the '''Previous Versions '''tab. The Properties dialog box will look like the one below. It points to snapshots of the folder contents taken six times a day for the previous 12 days.<br>[[Image:Helpdesk properties.PNG|300px]]<br />
#You can recover a previous version of one or more files -- or an entire folder -- in one of the following ways:<br />
#*Select the snapshot of the folder that you want to recover in the '''Folder versions ''' list and then click '''Restore'''. A message appears warning that restoring the folder will roll the folder back to the state it was in at the date and time selected. If that is what you want click '''Yes'''.<br />
#*Select the '''Folder version ''' desired, then click '''Open'''. The folder contents appear. Double-click the file you want to recover and then use the '''File/Save As''' command to save it to a different location or filename.<br />
#*Select the '''Folder version ''' desired, then click '''Copy'''. The '''Copy Items''' dialog box opens. Select a location to copy the folder to and then click '''Copy'''.<br />
<br />
== Troubleshooting Miscellaneous Issues with MiddFiles and other File Servers ==<br />
<br />
*[[My Network Folders are Not Connecting Automatically|My network folders are not connecting automatically / My middfiles are not automatically mapped]]<br />
<br />
[[Category:DFS]]<br />
[[Category:File Servers]]<br />
[[Category:Middfiles]]<br />
[[Category:Windows]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_File_Servers_-_Windows&diff=38449Using File Servers - Windows2018-11-12T12:28:42Z<p>Linda Knutson: /* Connecting to a File Server Using a Windows Computer */</p>
<hr />
<div>{{Note|This page has specific instructions for connecting to and using file servers in the Windows operating system. You may be looking for [[Using File Servers - Macintosh|Macintosh]] instructions, or our description of [[Middfiles]].}}<br />
<br />
== Connecting to a File Server Using a Windows Computer ==<br />
<br />
'''Note:''' Lab or office computers at Middlebury connect '''automatically''' when you log-in - check the section on&nbsp;[[#Using_a_Mapped_Network_Drive|usage]]&nbsp;below first. For your personal computer, or if your network drives disappear, follow these instructions:<br />
<br />
#Connect to the campus network on the fastest network available (preferably an Ethernet jack, or at least [[Wireless|secure wireless]].) '''If you are off-campus''', you will have to connect to [[VPN]] before continuing.<br />
#Right-click the "My Computer", "Computer", or "This PC" icon on your desktop, Start Menu, or Start Screen. With Windows 10 right-click on the '''Start''' button and select '''File Explorer'''; then right-click on "This PC".<br />
#Select '''Map Network Drive''' from the pop-up menu. The "Map Network Drive" window opens.<br />
#In the "Drive" drop-down list, select an unused drive letter.<br />
#In the "Folder" field type&nbsp;'''\\middcloud.middlebury.edu\middfiles'''<br />
#To reconnect to the server each time you start your computer, click to check "Reconnect at login". This is helpful if you will use the file server on a regular basis.<br />
#You can elect to connect using a different username than your own. '''If you are using a personally owned computer, you must do the following.''' This is also useful for persons who maintain files for a department or organization.<br />
##Click "Connect using different credentials". The "Connect As" dialog box opens.<br />
##In the "User name" field, type your College username in '''MIDD\''username''''' format.<br />
##In the "Password" field, type the password for the desired account.<br />
##Click '''OK'''. The "Connect As" dialog box closes.<br />
#Click '''Finish'''.<br />
<br />
Mapping a network drive creates a connection between your computer and the file server. Then you can move files back and forth to the network just like you would with a USB flash drive or other storage media.<br />
<br />
* '''Note''': Usually you would only need to connect to the Middfiles server at the address above. For some specialized cases (large media files, departmental research, application-specific data that is shared for analysis) we support additional servers. To connect to a file server&nbsp;other than middfiles you will need to modify the steps slightly. In the instructions above, replace '''middcloud''' with the name of the file server you'd like to connect to, and replace '''middfiles''' with the name of the shared folder on that file server. For example, if you wanted to connect to the "work-dirs" folder on snowleopard, you'd need to use the following format:<br />
\\snowleopard.middlebury.edu\work-dirs<br />
<br />
<br />
==== The Contents of Middfiles ====<br />
<br />
When you open the '''Computer ''' window and double-click on '''middfiles (\\middcloud.middlebury.edu)''' you will see a list of folders like this one:<br />
<br />
::[[Image:Middfiles folders.PNG]]<br />
<br />
The most widely-used folders are the following:<br />
<br />
:*'''classes '''is used by faculty and students for sharing files (handouts, paper submissions, collaborative writing projects, etc.)<br />
:*'''home ''' contains subfolders that provide personal storage space for all faculty, students and staff. To create a direct connection to one’s personal storage folder jjones would type '''\\middcloud.middlebury.edu\middfiles\home\jjones ''' in the '''Folder '''field of the '''Map Network Drive '''dialog box (step 5 of the previous section).<span style="color:red">This storage option is being phased out in spring 2017; [http://go.middlebury.edu/cloudoverview cloud options] on OneDrive or Google Drive should be used instead.</span> <br><br />
:*'''orgs '''contains departmental folders.<br />
<br />
More information is available about the [[Middfiles_-_Contents_and_Structure|content and structure of Middfiles]].<br />
<br />
==== Using a Mapped Network Drive ====<br />
<br />
To save time, create a shortcut to the file server space.<br />
<br />
#Double-click the '''Computer (Windows 7)&nbsp;''' icon on your desktop or Start Menu.<br />
#Right-click the desired file server space, and select '''Create Shortcut''' from the pop-up menu.<br />
#The '''Shortcut''' window displays the message '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes''', the shortcut appears on the desktop.<br />
#To connect to a file server after your computer has been restarted, simply double-click the shortcut to it on your desktop.<br />
<br />
Once a drive is mapped you can save files to your storage space by using a drag-and-drop method or by saving files directly to it from an application.<br />
<br />
==== Disconnect a Mapped Network Drive ====<br />
<br />
It shouldn't be necessary to disconnect a mapped network drive unless you will be working off-campus without VPN. In this situation (off-campus + no VPN) disconnecting a network drive may speed-up your computer.<br />
<br />
#Double-click the '''My Computer '''icon on your desktop.<br />
#Right-click on the icon for the drive, then select '''Disconnect''' from the pop-up menu. The icon for the drive disappears from the '''My Computer''' window.<br />
<br />
<br><br />
<br />
== Saving a File to a File Server Folder Using a Windows Computer ==<br />
<br />
Networked file servers are provided at Middlebury College to give everyone a personal folder for data storage and to facilitate file sharing for coursework and by administrative departments. To save a file in these storage spaces you must be connected to the server then move the file to the storage folder or save the file from an application.<br><br />
<br />
The most widely-used file server folders are located on the '''middfiles''' file server.<br />
<br />
#Double-click the '''Computer''' icon on the desktop (on Windows 7, this icon is on the Start menu).<br><br />
#Double-click '''middfiles (\\middcloud.middlebury.edu) (N:)'''.<br />
#*'''classes '''is used by faculty and students for file sharing. Folders for classes are grouped under folders by semester, such as '''Spring13'''.<br />
#*'''orgs '''is used for departmental file sharing and storage.<br><br />
<br />
==== Copy a File to a File Server Folder ====<br />
<br />
#Right-click the file you'd like to copy then select '''Copy'''.<br />
#Open the file server folder where you'd like to copy the file to (see instructions above).<br />
#Right-click an empty area of the folder then select '''Paste'''.<br><br />
<br />
==== Save a File to a File Server Folder From an Application ====<br />
<br />
#In your application (Word, Excel, PowerPoint, etc.) click the&nbsp;'''File''' tab, then select the '''Save As''' option. A navigation window opens.<br />
#To save a file in the '''Share''' folder for your course, navigate the following spaces: '''Computer / middfiles (\\middcloud.middlebury.edu) / Classes / ''semester'' / ''course ''/ Share''' (replacing '''''semester''''' and '''''course''' ''with the appropriate semester and course)<br />
#::'''Important note: '''You must use the copy method described above to save a file in the '''Dropbox''' folder.<br />
#In the '''File name''' field, type a name for the file.<br />
#Click '''Save.'''<br />
<br />
==== Create Shortcuts to Frequently Used Folders ====<br />
<br />
You may want to create shortcuts to file server folders that you use regularly.<br />
<br />
#Navigate to the '''Computer''' window until you can see the destination folder you desire.<br />
#Right-click the folder then select '''Create Shortcut''' from the pop-up menu.<br />
#A message may display saying '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes'''.<br />
<br />
Double-click the shortcut icon when you want to open the folder.<br />
<br><br />
<br />
== Windows 8.1 - Additional Resources ==<br />
If your computer runs Windows 8.1 and you would like more specific instructions about how to map a network drive and create a shortcut, see Microsoft's documentation on [http://windows.microsoft.com/en-us/windows-8/create-shortcut-to-map-network-drive how to map a network drive in Windows 8.1].<br />
<br><br />
<br />
== Recovering a File Deleted From a Server ==<br />
<br />
Have you ever deleted or over-written a file stored on a file server and wished you hadn’t? Did you know that you can get deleted or previous versions of files back without calling the Helpdesk to request a file recovery?<br />
<br />
Here’s how:<br />
<br />
#Double-click '''Computer'''.<br />
#Navigate to the folder '''''above''''' the one that contained the deleted file.<br />
<br />
For instance, if the path to the file you want to recover was '''middfiles\orgs\its\helpdesk\''filename'' '''you would open the '''middfiles\orgs\its\''' folder so you could see the '''Helpdesk '''folder.<br />
<br />
#Right-click on the folder in which the file resided before deletion. In the example above, you would right-click on '''Helpdesk'''.<br />
#From the pop-up menu, select '''Properties'''. The '''Properties '''dialog box will open.<br />
#Click the '''Previous Versions '''tab. The Properties dialog box will look like the one below. It points to snapshots of the folder contents taken six times a day for the previous 12 days.<br>[[Image:Helpdesk properties.PNG|300px]]<br />
#You can recover a previous version of one or more files -- or an entire folder -- in one of the following ways:<br />
#*Select the snapshot of the folder that you want to recover in the '''Folder versions ''' list and then click '''Restore'''. A message appears warning that restoring the folder will roll the folder back to the state it was in at the date and time selected. If that is what you want click '''Yes'''.<br />
#*Select the '''Folder version ''' desired, then click '''Open'''. The folder contents appear. Double-click the file you want to recover and then use the '''File/Save As''' command to save it to a different location or filename.<br />
#*Select the '''Folder version ''' desired, then click '''Copy'''. The '''Copy Items''' dialog box opens. Select a location to copy the folder to and then click '''Copy'''.<br />
<br />
== Troubleshooting Miscellaneous Issues with MiddFiles and other File Servers ==<br />
<br />
*[[My Network Folders are Not Connecting Automatically|My network folders are not connecting automatically / My middfiles are not automatically mapped]]<br />
<br />
[[Category:DFS]]<br />
[[Category:File Servers]]<br />
[[Category:Middfiles]]<br />
[[Category:Windows]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_File_Servers_-_Windows&diff=38448Using File Servers - Windows2018-11-12T12:28:23Z<p>Linda Knutson: /* Connecting to a File Server Using a Windows Computer */</p>
<hr />
<div>{{Note|This page has specific instructions for connecting to and using file servers in the Windows operating system. You may be looking for [[Using File Servers - Macintosh|Macintosh]] instructions, or our description of [[Middfiles]].}}<br />
<br />
== Connecting to a File Server Using a Windows Computer ==<br />
<br />
'''Note:''' Lab or office computers at Middlebury connect '''automatically''' when you log-in - check the section on&nbsp;[[#Using_a_Mapped_Network_Drive|usage]]&nbsp;below first. For your personal computer, or if your network drives disappear, follow these instructions:<br />
<br />
#Connect to the campus network on the fastest network available (preferably an Ethernet jack, or at least [[Wireless|secure wireless]].) '''If you are off-campus''', you will have to connect to [[VPN]] before continuing.<br />
#Right-click the "My Computer", "Computer", or "This PC" icon on your desktop, Start Menu, or Start Screen.<br />
--With Windows 10 right-click on the '''Start''' button and select '''File Explorer'''; then right-click on "This PC".<br />
#Select '''Map Network Drive''' from the pop-up menu. The "Map Network Drive" window opens.<br />
#In the "Drive" drop-down list, select an unused drive letter.<br />
#In the "Folder" field type&nbsp;'''\\middcloud.middlebury.edu\middfiles'''<br />
#To reconnect to the server each time you start your computer, click to check "Reconnect at login". This is helpful if you will use the file server on a regular basis.<br />
#You can elect to connect using a different username than your own. '''If you are using a personally owned computer, you must do the following.''' This is also useful for persons who maintain files for a department or organization.<br />
##Click "Connect using different credentials". The "Connect As" dialog box opens.<br />
##In the "User name" field, type your College username in '''MIDD\''username''''' format.<br />
##In the "Password" field, type the password for the desired account.<br />
##Click '''OK'''. The "Connect As" dialog box closes.<br />
#Click '''Finish'''.<br />
<br />
Mapping a network drive creates a connection between your computer and the file server. Then you can move files back and forth to the network just like you would with a USB flash drive or other storage media.<br />
<br />
* '''Note''': Usually you would only need to connect to the Middfiles server at the address above. For some specialized cases (large media files, departmental research, application-specific data that is shared for analysis) we support additional servers. To connect to a file server&nbsp;other than middfiles you will need to modify the steps slightly. In the instructions above, replace '''middcloud''' with the name of the file server you'd like to connect to, and replace '''middfiles''' with the name of the shared folder on that file server. For example, if you wanted to connect to the "work-dirs" folder on snowleopard, you'd need to use the following format:<br />
\\snowleopard.middlebury.edu\work-dirs<br />
<br />
<br />
==== The Contents of Middfiles ====<br />
<br />
When you open the '''Computer ''' window and double-click on '''middfiles (\\middcloud.middlebury.edu)''' you will see a list of folders like this one:<br />
<br />
::[[Image:Middfiles folders.PNG]]<br />
<br />
The most widely-used folders are the following:<br />
<br />
:*'''classes '''is used by faculty and students for sharing files (handouts, paper submissions, collaborative writing projects, etc.)<br />
:*'''home ''' contains subfolders that provide personal storage space for all faculty, students and staff. To create a direct connection to one’s personal storage folder jjones would type '''\\middcloud.middlebury.edu\middfiles\home\jjones ''' in the '''Folder '''field of the '''Map Network Drive '''dialog box (step 5 of the previous section).<span style="color:red">This storage option is being phased out in spring 2017; [http://go.middlebury.edu/cloudoverview cloud options] on OneDrive or Google Drive should be used instead.</span> <br><br />
:*'''orgs '''contains departmental folders.<br />
<br />
More information is available about the [[Middfiles_-_Contents_and_Structure|content and structure of Middfiles]].<br />
<br />
==== Using a Mapped Network Drive ====<br />
<br />
To save time, create a shortcut to the file server space.<br />
<br />
#Double-click the '''Computer (Windows 7)&nbsp;''' icon on your desktop or Start Menu.<br />
#Right-click the desired file server space, and select '''Create Shortcut''' from the pop-up menu.<br />
#The '''Shortcut''' window displays the message '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes''', the shortcut appears on the desktop.<br />
#To connect to a file server after your computer has been restarted, simply double-click the shortcut to it on your desktop.<br />
<br />
Once a drive is mapped you can save files to your storage space by using a drag-and-drop method or by saving files directly to it from an application.<br />
<br />
==== Disconnect a Mapped Network Drive ====<br />
<br />
It shouldn't be necessary to disconnect a mapped network drive unless you will be working off-campus without VPN. In this situation (off-campus + no VPN) disconnecting a network drive may speed-up your computer.<br />
<br />
#Double-click the '''My Computer '''icon on your desktop.<br />
#Right-click on the icon for the drive, then select '''Disconnect''' from the pop-up menu. The icon for the drive disappears from the '''My Computer''' window.<br />
<br />
<br><br />
<br />
== Saving a File to a File Server Folder Using a Windows Computer ==<br />
<br />
Networked file servers are provided at Middlebury College to give everyone a personal folder for data storage and to facilitate file sharing for coursework and by administrative departments. To save a file in these storage spaces you must be connected to the server then move the file to the storage folder or save the file from an application.<br><br />
<br />
The most widely-used file server folders are located on the '''middfiles''' file server.<br />
<br />
#Double-click the '''Computer''' icon on the desktop (on Windows 7, this icon is on the Start menu).<br><br />
#Double-click '''middfiles (\\middcloud.middlebury.edu) (N:)'''.<br />
#*'''classes '''is used by faculty and students for file sharing. Folders for classes are grouped under folders by semester, such as '''Spring13'''.<br />
#*'''orgs '''is used for departmental file sharing and storage.<br><br />
<br />
==== Copy a File to a File Server Folder ====<br />
<br />
#Right-click the file you'd like to copy then select '''Copy'''.<br />
#Open the file server folder where you'd like to copy the file to (see instructions above).<br />
#Right-click an empty area of the folder then select '''Paste'''.<br><br />
<br />
==== Save a File to a File Server Folder From an Application ====<br />
<br />
#In your application (Word, Excel, PowerPoint, etc.) click the&nbsp;'''File''' tab, then select the '''Save As''' option. A navigation window opens.<br />
#To save a file in the '''Share''' folder for your course, navigate the following spaces: '''Computer / middfiles (\\middcloud.middlebury.edu) / Classes / ''semester'' / ''course ''/ Share''' (replacing '''''semester''''' and '''''course''' ''with the appropriate semester and course)<br />
#::'''Important note: '''You must use the copy method described above to save a file in the '''Dropbox''' folder.<br />
#In the '''File name''' field, type a name for the file.<br />
#Click '''Save.'''<br />
<br />
==== Create Shortcuts to Frequently Used Folders ====<br />
<br />
You may want to create shortcuts to file server folders that you use regularly.<br />
<br />
#Navigate to the '''Computer''' window until you can see the destination folder you desire.<br />
#Right-click the folder then select '''Create Shortcut''' from the pop-up menu.<br />
#A message may display saying '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes'''.<br />
<br />
Double-click the shortcut icon when you want to open the folder.<br />
<br><br />
<br />
== Windows 8.1 - Additional Resources ==<br />
If your computer runs Windows 8.1 and you would like more specific instructions about how to map a network drive and create a shortcut, see Microsoft's documentation on [http://windows.microsoft.com/en-us/windows-8/create-shortcut-to-map-network-drive how to map a network drive in Windows 8.1].<br />
<br><br />
<br />
== Recovering a File Deleted From a Server ==<br />
<br />
Have you ever deleted or over-written a file stored on a file server and wished you hadn’t? Did you know that you can get deleted or previous versions of files back without calling the Helpdesk to request a file recovery?<br />
<br />
Here’s how:<br />
<br />
#Double-click '''Computer'''.<br />
#Navigate to the folder '''''above''''' the one that contained the deleted file.<br />
<br />
For instance, if the path to the file you want to recover was '''middfiles\orgs\its\helpdesk\''filename'' '''you would open the '''middfiles\orgs\its\''' folder so you could see the '''Helpdesk '''folder.<br />
<br />
#Right-click on the folder in which the file resided before deletion. In the example above, you would right-click on '''Helpdesk'''.<br />
#From the pop-up menu, select '''Properties'''. The '''Properties '''dialog box will open.<br />
#Click the '''Previous Versions '''tab. The Properties dialog box will look like the one below. It points to snapshots of the folder contents taken six times a day for the previous 12 days.<br>[[Image:Helpdesk properties.PNG|300px]]<br />
#You can recover a previous version of one or more files -- or an entire folder -- in one of the following ways:<br />
#*Select the snapshot of the folder that you want to recover in the '''Folder versions ''' list and then click '''Restore'''. A message appears warning that restoring the folder will roll the folder back to the state it was in at the date and time selected. If that is what you want click '''Yes'''.<br />
#*Select the '''Folder version ''' desired, then click '''Open'''. The folder contents appear. Double-click the file you want to recover and then use the '''File/Save As''' command to save it to a different location or filename.<br />
#*Select the '''Folder version ''' desired, then click '''Copy'''. The '''Copy Items''' dialog box opens. Select a location to copy the folder to and then click '''Copy'''.<br />
<br />
== Troubleshooting Miscellaneous Issues with MiddFiles and other File Servers ==<br />
<br />
*[[My Network Folders are Not Connecting Automatically|My network folders are not connecting automatically / My middfiles are not automatically mapped]]<br />
<br />
[[Category:DFS]]<br />
[[Category:File Servers]]<br />
[[Category:Middfiles]]<br />
[[Category:Windows]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_File_Servers_-_Windows&diff=38447Using File Servers - Windows2018-11-12T12:27:51Z<p>Linda Knutson: /* Connecting to a File Server Using a Windows Computer */</p>
<hr />
<div>{{Note|This page has specific instructions for connecting to and using file servers in the Windows operating system. You may be looking for [[Using File Servers - Macintosh|Macintosh]] instructions, or our description of [[Middfiles]].}}<br />
<br />
== Connecting to a File Server Using a Windows Computer ==<br />
<br />
'''Note:''' Lab or office computers at Middlebury connect '''automatically''' when you log-in - check the section on&nbsp;[[#Using_a_Mapped_Network_Drive|usage]]&nbsp;below first. For your personal computer, or if your network drives disappear, follow these instructions:<br />
<br />
#Connect to the campus network on the fastest network available (preferably an Ethernet jack, or at least [[Wireless|secure wireless]].) '''If you are off-campus''', you will have to connect to [[VPN]] before continuing.<br />
#Right-click the "My Computer", "Computer", or "This PC" icon on your desktop, Start Menu, or Start Screen.<br><br />
--With Windows 10 right-click on the '''Start''' button and select '''File Explorer'''; then right-click on "This PC".<br />
#Select '''Map Network Drive''' from the pop-up menu. The "Map Network Drive" window opens.<br />
#In the "Drive" drop-down list, select an unused drive letter.<br />
#In the "Folder" field type&nbsp;'''\\middcloud.middlebury.edu\middfiles'''<br />
#To reconnect to the server each time you start your computer, click to check "Reconnect at login". This is helpful if you will use the file server on a regular basis.<br />
#You can elect to connect using a different username than your own. '''If you are using a personally owned computer, you must do the following.''' This is also useful for persons who maintain files for a department or organization.<br />
##Click "Connect using different credentials". The "Connect As" dialog box opens.<br />
##In the "User name" field, type your College username in '''MIDD\''username''''' format.<br />
##In the "Password" field, type the password for the desired account.<br />
##Click '''OK'''. The "Connect As" dialog box closes.<br />
#Click '''Finish'''.<br />
<br />
Mapping a network drive creates a connection between your computer and the file server. Then you can move files back and forth to the network just like you would with a USB flash drive or other storage media.<br />
<br />
* '''Note''': Usually you would only need to connect to the Middfiles server at the address above. For some specialized cases (large media files, departmental research, application-specific data that is shared for analysis) we support additional servers. To connect to a file server&nbsp;other than middfiles you will need to modify the steps slightly. In the instructions above, replace '''middcloud''' with the name of the file server you'd like to connect to, and replace '''middfiles''' with the name of the shared folder on that file server. For example, if you wanted to connect to the "work-dirs" folder on snowleopard, you'd need to use the following format:<br />
\\snowleopard.middlebury.edu\work-dirs<br />
<br />
<br />
==== The Contents of Middfiles ====<br />
<br />
When you open the '''Computer ''' window and double-click on '''middfiles (\\middcloud.middlebury.edu)''' you will see a list of folders like this one:<br />
<br />
::[[Image:Middfiles folders.PNG]]<br />
<br />
The most widely-used folders are the following:<br />
<br />
:*'''classes '''is used by faculty and students for sharing files (handouts, paper submissions, collaborative writing projects, etc.)<br />
:*'''home ''' contains subfolders that provide personal storage space for all faculty, students and staff. To create a direct connection to one’s personal storage folder jjones would type '''\\middcloud.middlebury.edu\middfiles\home\jjones ''' in the '''Folder '''field of the '''Map Network Drive '''dialog box (step 5 of the previous section).<span style="color:red">This storage option is being phased out in spring 2017; [http://go.middlebury.edu/cloudoverview cloud options] on OneDrive or Google Drive should be used instead.</span> <br><br />
:*'''orgs '''contains departmental folders.<br />
<br />
More information is available about the [[Middfiles_-_Contents_and_Structure|content and structure of Middfiles]].<br />
<br />
==== Using a Mapped Network Drive ====<br />
<br />
To save time, create a shortcut to the file server space.<br />
<br />
#Double-click the '''Computer (Windows 7)&nbsp;''' icon on your desktop or Start Menu.<br />
#Right-click the desired file server space, and select '''Create Shortcut''' from the pop-up menu.<br />
#The '''Shortcut''' window displays the message '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes''', the shortcut appears on the desktop.<br />
#To connect to a file server after your computer has been restarted, simply double-click the shortcut to it on your desktop.<br />
<br />
Once a drive is mapped you can save files to your storage space by using a drag-and-drop method or by saving files directly to it from an application.<br />
<br />
==== Disconnect a Mapped Network Drive ====<br />
<br />
It shouldn't be necessary to disconnect a mapped network drive unless you will be working off-campus without VPN. In this situation (off-campus + no VPN) disconnecting a network drive may speed-up your computer.<br />
<br />
#Double-click the '''My Computer '''icon on your desktop.<br />
#Right-click on the icon for the drive, then select '''Disconnect''' from the pop-up menu. The icon for the drive disappears from the '''My Computer''' window.<br />
<br />
<br><br />
<br />
== Saving a File to a File Server Folder Using a Windows Computer ==<br />
<br />
Networked file servers are provided at Middlebury College to give everyone a personal folder for data storage and to facilitate file sharing for coursework and by administrative departments. To save a file in these storage spaces you must be connected to the server then move the file to the storage folder or save the file from an application.<br><br />
<br />
The most widely-used file server folders are located on the '''middfiles''' file server.<br />
<br />
#Double-click the '''Computer''' icon on the desktop (on Windows 7, this icon is on the Start menu).<br><br />
#Double-click '''middfiles (\\middcloud.middlebury.edu) (N:)'''.<br />
#*'''classes '''is used by faculty and students for file sharing. Folders for classes are grouped under folders by semester, such as '''Spring13'''.<br />
#*'''orgs '''is used for departmental file sharing and storage.<br><br />
<br />
==== Copy a File to a File Server Folder ====<br />
<br />
#Right-click the file you'd like to copy then select '''Copy'''.<br />
#Open the file server folder where you'd like to copy the file to (see instructions above).<br />
#Right-click an empty area of the folder then select '''Paste'''.<br><br />
<br />
==== Save a File to a File Server Folder From an Application ====<br />
<br />
#In your application (Word, Excel, PowerPoint, etc.) click the&nbsp;'''File''' tab, then select the '''Save As''' option. A navigation window opens.<br />
#To save a file in the '''Share''' folder for your course, navigate the following spaces: '''Computer / middfiles (\\middcloud.middlebury.edu) / Classes / ''semester'' / ''course ''/ Share''' (replacing '''''semester''''' and '''''course''' ''with the appropriate semester and course)<br />
#::'''Important note: '''You must use the copy method described above to save a file in the '''Dropbox''' folder.<br />
#In the '''File name''' field, type a name for the file.<br />
#Click '''Save.'''<br />
<br />
==== Create Shortcuts to Frequently Used Folders ====<br />
<br />
You may want to create shortcuts to file server folders that you use regularly.<br />
<br />
#Navigate to the '''Computer''' window until you can see the destination folder you desire.<br />
#Right-click the folder then select '''Create Shortcut''' from the pop-up menu.<br />
#A message may display saying '''Windows cannot create a shortcut here. Do you want the shortcut to be placed on the desktop instead?''' Click '''Yes'''.<br />
<br />
Double-click the shortcut icon when you want to open the folder.<br />
<br><br />
<br />
== Windows 8.1 - Additional Resources ==<br />
If your computer runs Windows 8.1 and you would like more specific instructions about how to map a network drive and create a shortcut, see Microsoft's documentation on [http://windows.microsoft.com/en-us/windows-8/create-shortcut-to-map-network-drive how to map a network drive in Windows 8.1].<br />
<br><br />
<br />
== Recovering a File Deleted From a Server ==<br />
<br />
Have you ever deleted or over-written a file stored on a file server and wished you hadn’t? Did you know that you can get deleted or previous versions of files back without calling the Helpdesk to request a file recovery?<br />
<br />
Here’s how:<br />
<br />
#Double-click '''Computer'''.<br />
#Navigate to the folder '''''above''''' the one that contained the deleted file.<br />
<br />
For instance, if the path to the file you want to recover was '''middfiles\orgs\its\helpdesk\''filename'' '''you would open the '''middfiles\orgs\its\''' folder so you could see the '''Helpdesk '''folder.<br />
<br />
#Right-click on the folder in which the file resided before deletion. In the example above, you would right-click on '''Helpdesk'''.<br />
#From the pop-up menu, select '''Properties'''. The '''Properties '''dialog box will open.<br />
#Click the '''Previous Versions '''tab. The Properties dialog box will look like the one below. It points to snapshots of the folder contents taken six times a day for the previous 12 days.<br>[[Image:Helpdesk properties.PNG|300px]]<br />
#You can recover a previous version of one or more files -- or an entire folder -- in one of the following ways:<br />
#*Select the snapshot of the folder that you want to recover in the '''Folder versions ''' list and then click '''Restore'''. A message appears warning that restoring the folder will roll the folder back to the state it was in at the date and time selected. If that is what you want click '''Yes'''.<br />
#*Select the '''Folder version ''' desired, then click '''Open'''. The folder contents appear. Double-click the file you want to recover and then use the '''File/Save As''' command to save it to a different location or filename.<br />
#*Select the '''Folder version ''' desired, then click '''Copy'''. The '''Copy Items''' dialog box opens. Select a location to copy the folder to and then click '''Copy'''.<br />
<br />
== Troubleshooting Miscellaneous Issues with MiddFiles and other File Servers ==<br />
<br />
*[[My Network Folders are Not Connecting Automatically|My network folders are not connecting automatically / My middfiles are not automatically mapped]]<br />
<br />
[[Category:DFS]]<br />
[[Category:File Servers]]<br />
[[Category:Middfiles]]<br />
[[Category:Windows]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=SPAM_and_Backscatter&diff=38279SPAM and Backscatter2018-10-15T14:09:36Z<p>Linda Knutson: /* Reporting SPAM */</p>
<hr />
<div><br><br />
<br />
== SPAM, Backscatter, multiple MailerDaemon messages ==<br />
<br />
{| cellspacing="1" cellpadding="1" width="100%" border="1"<br />
|-<br />
| '''NOTE: Backscatter may be an indication that an account has been compromised and is being used for spamming and other malicious purposes. It is advisable to change your password and check your email rules and email signature - spammers may change your email rules and signature to automatically respond with SPAM.'''<br />
|}<br />
<br />
The problem is quite complicated. We refer to it as "backscatter". This happens because your e-mail address has found its way onto a SPAM list OR&nbsp;if your email account has been compromised.<br />
<br />
If you suspect that your email account has been&nbsp;compromised, it is advisable to change your password and check your email rules and email signature - spammers may change your email rules and signature to automatically respond with SPAM.<br />
<br />
If your email account hasn't been compromised (i.e. you've changed your password and checked your email rules and signature), then it is&nbsp;possible that your email account was added to a spam list (it hasn't been compromised but the spammers are aware of your email address). A spam list is a long list of e-mail addresses that spammers use to send bulk e-mail. Unfortunately, there isn't much you can do to decrease the number of such messages. The best step to take is to delete them. We may be able to help you set up a rule that will automatically move mailerdaemon messages into a separate folder, outside your inbox. Note that not all mailerdaemon messages are bad, there may be legitimate ones. See below for an explanation of how these messages get generated, and why there may be legitimate ones.<br />
<br />
Almost every e-mail system has a "robotic" mailerdaemon account that automatically responds when an e-mail address listed in a message is NOT found (there's no person behind the mailerdaemon account). This mailerdaemon account has valid uses. Take this for example: Joe sends a message to an e-mail list (that consists of jim@middlebury.edu, jack@middlebury.edu and bob@middlebury.edu). The message arrives in our (middlebury) mail system, and our (middlebury) mailerdamon finds that bob@middlebury.edu doesn't exist, so it goes ahead and e-mails the other people on the list (including the sender, Joe) that bob@middlebury.edu doesn't exist in our e-mail system. The message from mailerdaemon can help the sender to figure out why bob@middlebury.edu doesn't exist (maybe the sender made a typo, and the correct address is bobm@middlebury.edu). Having some indication that the message did not reach bob@middlebury.edu, is better than having no response and thinking that the message got there successful. That's how the mailerdaemon messages get generated, and why these messages may have valid uses.<br />
<br />
So imagine the spammer sending a bulk e-mail message to a long list of people on different e-mail systems. If some of those people on the list don't exist, the mailerdaemon of each e-mail system will respond back, saying so. And since there's no person behind this account, there's no way to control these responses.<br />
<br />
== Reporting SPAM ==<br />
<br />
*Reporting "casual" SPAM to the Helpdesk doesn't help much.<br />
*Reporting backscatter to the Helpdesk, doesn't help much either, but if the volume of backscatter is high, the Helpdesk can at least help you manage it.<br />
*Reporting '''phishing''' messages to the Helpdesk is VERY HELPFUL, as the Helpdesk can quickly block responses to the phisher's address. Simply forward the suspected phishing message to '''phishing@middlebury.edu'''.<br />
*You can still report any sort of SPAM at http://www.spamcop.net/ -- other people and institutions can potentially benefit from this.<br />
<br />
[[Category:Helpdesk]]<br />
[[Category:Network]]<br />
[[Category:Troubleshooting]]<br />
[[Category:E-Mail]]<br />
[[Category:SPAM]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Default_Quotas&diff=38277Default Quotas2018-10-12T15:56:07Z<p>Linda Knutson: /* E-Mail Attachment Size */</p>
<hr />
<div>The College has certain limits on mailbox size and file storage on the College's file servers. If you need more space, please [http://go.middlebury.edu/whd submit a ticket] with the reason for your request so we can accommodate you.<br />
<br />
<br />
== E-Mail, "Home", Classes Quotas ==<br />
<br />
{| style="width: 377px; height: 160px" cellspacing="1" cellpadding="1" border="1"<br />
|-<br />
| <br><br />
| '''Faculty/Staff'''<br><br />
| '''Students'''<br><br />
|-<br />
| '''E-Mail Mailbox''' Quota<br><br />
| 50 GB<br><br />
| 50 GB<br><br />
|-<br />
| Middfiles '''HOME&nbsp;'''Quota<br><br />
| 64 GB<br />
| 64 GB<br />
|-<br />
| '''Classes '''Quota<br><br />
| 256 GB&nbsp;(per class)<br><br />
| 256 GB&nbsp;(per class)<br><br />
|}<br />
<br />
<br><br />
<br />
== E-Mail Attachment Size ==<br />
<br />
Even though our Middlebury College e-mail system allows you to send 100 MB attachment(s), '''many other e-mail systems (e.g. Gmail) don't allow such large attachment(s)'''. So, [mailto:jsmith@middlebury.edu jsmith@middlebury.edu] can send a 50 MB pdf file to [mailto:joe@gmail.com joe@gmail.com], but gmail will refuse to accept the message. The problem is on gmail's end. Keep this in mind!<br />
<br />
*You Middlebury College E-mail Account can '''receive '''attachments as large as '''100 MB'''.<br />
*Your Middlebury College E-mail Account can '''send '''attachments as large as '''100 MB''' but keep in mind that your recipient(s) email account may be unable to receive large attachments.<br />
*Middlebury College users can send a single message to (at most) 500 other Middlebury College users in a single message.<br />
*Middlebury College users can SEND 100 mb attachments to e-mail accounts outside our e-mail system. It's not guaranteed that the recipient will receive such a large attachment, since many other e-mail systems will not accept an attachment that large.<br />
*Middlebury College users can send (up to 10,000) messages per 24-hour period.<br />
*Middlebury College users of WebMail are limited to 100 addresses in the To: field of their message.<br />
<br />
[[Category:Server]]<br />
[[Category:Services]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Quota]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Default_Quotas&diff=38276Default Quotas2018-10-12T15:55:36Z<p>Linda Knutson: /* E-Mail Attachment Size */</p>
<hr />
<div>The College has certain limits on mailbox size and file storage on the College's file servers. If you need more space, please [http://go.middlebury.edu/whd submit a ticket] with the reason for your request so we can accommodate you.<br />
<br />
<br />
== E-Mail, "Home", Classes Quotas ==<br />
<br />
{| style="width: 377px; height: 160px" cellspacing="1" cellpadding="1" border="1"<br />
|-<br />
| <br><br />
| '''Faculty/Staff'''<br><br />
| '''Students'''<br><br />
|-<br />
| '''E-Mail Mailbox''' Quota<br><br />
| 50 GB<br><br />
| 50 GB<br><br />
|-<br />
| Middfiles '''HOME&nbsp;'''Quota<br><br />
| 64 GB<br />
| 64 GB<br />
|-<br />
| '''Classes '''Quota<br><br />
| 256 GB&nbsp;(per class)<br><br />
| 256 GB&nbsp;(per class)<br><br />
|}<br />
<br />
<br><br />
<br />
== E-Mail Attachment Size ==<br />
<br />
Even though our Middlebury College e-mail system allows you to send 100 MB attachment(s), '''many other e-mail systems (e.g. Gmail) don't allow such large attachment(s)'''. So, [mailto:jsmith@middlebury.edu jsmith@middlebury.edu] can send a 50 MB pdf file to [mailto:joe@gmail.com joe@gmail.com], but gmail will refuse to accept the message. The problem is on gmail's end. Keep this in mind!<br />
<br />
*You Middlebury College E-mail Account can '''receive '''attachments as large as '''100 MB'''.<br />
*Your Middlebury College E-mail Account can '''send '''attachments as large as '''100 MB''' but keep in mind that your recipient(s) email account may be unable to receive large attachments.<br />
*Middlebury College users can send a single message to (at most) 500 other Middlebury College users in a single message.<br />
*Middlebury College users can SEND 100 mb attachments to e-mail accounts outside our e-mail system. It's not guaranteed that the recipient will receive such a large attachment, since many other e-mail systems will not accept an attachment that large.<br />
*Middlebury College users can send (up to 10,000) messages per 24hour period.<br />
*Middlebury College users of WebMail are limited to 100 addresses in the To: field of their message.<br />
<br />
[[Category:Server]]<br />
[[Category:Services]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Quota]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Default_Quotas&diff=38275Default Quotas2018-10-12T15:54:12Z<p>Linda Knutson: /* E-Mail Attachment Size */</p>
<hr />
<div>The College has certain limits on mailbox size and file storage on the College's file servers. If you need more space, please [http://go.middlebury.edu/whd submit a ticket] with the reason for your request so we can accommodate you.<br />
<br />
<br />
== E-Mail, "Home", Classes Quotas ==<br />
<br />
{| style="width: 377px; height: 160px" cellspacing="1" cellpadding="1" border="1"<br />
|-<br />
| <br><br />
| '''Faculty/Staff'''<br><br />
| '''Students'''<br><br />
|-<br />
| '''E-Mail Mailbox''' Quota<br><br />
| 50 GB<br><br />
| 50 GB<br><br />
|-<br />
| Middfiles '''HOME&nbsp;'''Quota<br><br />
| 64 GB<br />
| 64 GB<br />
|-<br />
| '''Classes '''Quota<br><br />
| 256 GB&nbsp;(per class)<br><br />
| 256 GB&nbsp;(per class)<br><br />
|}<br />
<br />
<br><br />
<br />
== E-Mail Attachment Size ==<br />
<br />
Even though our Middlebury College e-mail system allows you to send 100 MB attachment(s), '''many other e-mail systems (e.g. Gmail) don't allow such large attachment(s)'''. So, [mailto:jsmith@middlebury.edu jsmith@middlebury.edu] can send a 50 MB pdf file to [mailto:joe@gmail.com joe@gmail.com], but gmail will refuse to accept the message. The problem is on gmail's end. Keep this in mind!<br />
<br />
*You Middlebury College E-mail Account can '''receive '''attachments as large as '''100 MB'''.<br />
*Your Middlebury College E-mail Account can '''send '''attachments as large as '''100 MB''' but keep in mind that your recipient(s) email account may be unable to receive large attachments.<br />
*Middlebury College users can send a single message to (at most) 500 other Middlebury College users in a single message.<br />
*Middlebury College users of WebMail are limited to 100 addresses in the To: field of their message.<br />
*Middlebury College users can SEND 100 mb attachments to e-mail accounts outside our e-mail system. It's not guaranteed that the recipient will receive such a large attachment, since many other e-mail systems will not accept an attachment that large.<br />
*Middlebury College users can send (up to 10,000) messages per 24hour period.<br />
<br />
[[Category:Server]]<br />
[[Category:Services]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Quota]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=38224Using Outlook2018-09-26T18:14:48Z<p>Linda Knutson: /* How to Share a Distribution List Using Outlook 2007 or 2010 */</p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List ==<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
#Start Outlook.<br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens.<br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens.<br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens.<br />
#Select the '''Advanced '''tab.<br />
#Click [[Image:Add button.PNG]]. The '''Add Mailbox '''dialog box opens.<br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add.<br />
#Click [[Image:OK button.PNG]].<br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[Image:OK button.PNG]].<br />
#Click [[Image:OK button.PNG]] on the '''Microsoft Exchange '''dialog box.<br />
#On the '''Change E-mail Account '''dialog box click [[Image:Next button.PNG]] then click [[Image:Finish button.PNG]].<br />
#On the '''Account Settings''' dialog box click [[Image:Close button.PNG]].<br />
<br><br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook 2007 ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2016 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; On the '''Insert''' tab, click the '''Outlook Item''' button.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Insert Item''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=38223Using Outlook2018-09-26T18:12:39Z<p>Linda Knutson: /* Send A Distribution List */</p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List ==<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
#Start Outlook.<br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens.<br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens.<br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens.<br />
#Select the '''Advanced '''tab.<br />
#Click [[Image:Add button.PNG]]. The '''Add Mailbox '''dialog box opens.<br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add.<br />
#Click [[Image:OK button.PNG]].<br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[Image:OK button.PNG]].<br />
#Click [[Image:OK button.PNG]] on the '''Microsoft Exchange '''dialog box.<br />
#On the '''Change E-mail Account '''dialog box click [[Image:Next button.PNG]] then click [[Image:Finish button.PNG]].<br />
#On the '''Account Settings''' dialog box click [[Image:Close button.PNG]].<br />
<br><br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook 2007 ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2007 or 2010 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; On the '''Insert''' tab, click the '''Outlook Item''' button.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Insert Item''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=How_to_setup_Outlook_2011_to_send_and_receive_e-mail&diff=38101How to setup Outlook 2011 to send and receive e-mail2018-08-28T19:49:42Z<p>Linda Knutson: /* Add Another Mailbox to Outlook for Mac 2016 */</p>
<hr />
<div>== Basic Setup to Send/Receive Mail ==<br />
#'''Launch Outlook for Mac 2011'''. (If this is the first time you've opened Outlook for Mac 2011, then the ''Welcome to Outlook'' window will open. Click the '''Continue''' button to close the Welcome to Outlook window.)<br />
#Click '''Tools''' in the menu bar at the top of the screen then click '''Accounts'''. The ''Accounts'' window will appear.<br />
#In the ''Accounts'' window, click '''Exchange Account'''. The ''Enter your Exchange information'' window will appear.<br />
#In the ''Enter your Exchange information'' window:<br />
#* Enter your full '''Middlebury email address'''.<br />
#* Enter your '''Middlebury username''' in the format '''MIDD\username''' (e.g. MIDD\pmitrevs).<br />
#* Enter your '''Middlebury password'''.<br />
#* Leave the checkmark in the checkbox '''Configure automatically.''' [[Image:Outlook 2011 account configuration.png]]<br />
# Click '''Add Account'''.<br />
#Outlook will be automatically configured to send and receive your Middlebury e-mail. The process may take a few minutes to an hour, depending on your network connection speed and the size of your mailbox.<br />
<br />
== Add Shared Calendars to Outlook for Mac 2011==<br />
'''To view a calendar''' to which you have been granted permission:<br />
# Click the '''Calendar''' icon at the bottom of the left-hand navigation pane.<br />
# With the '''Home''' tab selected, click the '''Open Calendar''' button located top center. [[File:Outlook-mac-opencal-button.png|thumbnail|none]] Then, the '''Open Other User's Folder''' dialogue window will open. [[File:Outlook-mac-open-other-users-folder.png|thumbnail|none]]<br />
# Enter the user's last name (or the account username) then click '''OK'''.<br />
# Click once on the desired account name in the list presented. Then, click '''Select'''. (This example shows a room resource rather than a person. Please note, the process is the same for both types.) [[File:Outlook-mac-select-user.png|thumbnail|none]] After a few (usually very long) moments, the desired calendar will be listed under the '''Shared Calendars''' heading at left. [[File:Outlook-mac-shared-calendars.png|thumbnail|none]]<br />
#*If you are unable to see the calendar, please contact the individual who granted your access so they can review your settings. For more access to an entire mailbox, see Outlook help using the search term "delegate".<br />
<br />
=== Public folder calendars ===<br />
'''To view a public folder calendar,''' click on the '''Calendar''' icon in the lower left pane, click on the '''Tools''' tab at the top left, then choose the '''Public Folders''' icon on the Ribbon. Locate the calendar you are seeking in the public folder list, select it, then click on the '''Subscribe''' button at the top left. That calendar will now be in the pane at the left along with your calendar.<br />
<br />
'''Note: Public folder calendars are in the process of being phased out.'''<br />
<br />
== Add Another Mailbox to Outlook for Mac 2016 ==<br />
If you are a delegate for another mailbox, you may add it to your Outlook folder view as follows:<br />
<br />
# Click on '''Tools''' > '''Accounts''' then select your Exchange account at left.<br />
# Click the '''Advanced'''… button in the lower right.<br />
# Click the '''Delegates''' tab.<br />
# Click the plus ("'''+'''") sign below the lower "'''Open these additional mailboxes'''" pane, then enter the name of the mailbox to which you have access. Click '''Add''' to select the mailbox.<br />
# Click '''OK''' to close the '''Accounts''' window.<br />
# The mail folders, calendar, contacts, etc for that mailbox should now be visible, assuming the owner has granted you delegate permissions.<br />
<br />
For further help on all Outlook topics, please visit [http://mac2.microsoft.com/help/office/14/en-us/outlook/ Microsoft's Outlook Support Site].&nbsp;<br></div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=How_to_setup_Outlook_2011_to_send_and_receive_e-mail&diff=38100How to setup Outlook 2011 to send and receive e-mail2018-08-28T18:33:54Z<p>Linda Knutson: /* Add Another Mailbox to Outlook for Mac 2011 */</p>
<hr />
<div>== Basic Setup to Send/Receive Mail ==<br />
#'''Launch Outlook for Mac 2011'''. (If this is the first time you've opened Outlook for Mac 2011, then the ''Welcome to Outlook'' window will open. Click the '''Continue''' button to close the Welcome to Outlook window.)<br />
#Click '''Tools''' in the menu bar at the top of the screen then click '''Accounts'''. The ''Accounts'' window will appear.<br />
#In the ''Accounts'' window, click '''Exchange Account'''. The ''Enter your Exchange information'' window will appear.<br />
#In the ''Enter your Exchange information'' window:<br />
#* Enter your full '''Middlebury email address'''.<br />
#* Enter your '''Middlebury username''' in the format '''MIDD\username''' (e.g. MIDD\pmitrevs).<br />
#* Enter your '''Middlebury password'''.<br />
#* Leave the checkmark in the checkbox '''Configure automatically.''' [[Image:Outlook 2011 account configuration.png]]<br />
# Click '''Add Account'''.<br />
#Outlook will be automatically configured to send and receive your Middlebury e-mail. The process may take a few minutes to an hour, depending on your network connection speed and the size of your mailbox.<br />
<br />
== Add Shared Calendars to Outlook for Mac 2011==<br />
'''To view a calendar''' to which you have been granted permission:<br />
# Click the '''Calendar''' icon at the bottom of the left-hand navigation pane.<br />
# With the '''Home''' tab selected, click the '''Open Calendar''' button located top center. [[File:Outlook-mac-opencal-button.png|thumbnail|none]] Then, the '''Open Other User's Folder''' dialogue window will open. [[File:Outlook-mac-open-other-users-folder.png|thumbnail|none]]<br />
# Enter the user's last name (or the account username) then click '''OK'''.<br />
# Click once on the desired account name in the list presented. Then, click '''Select'''. (This example shows a room resource rather than a person. Please note, the process is the same for both types.) [[File:Outlook-mac-select-user.png|thumbnail|none]] After a few (usually very long) moments, the desired calendar will be listed under the '''Shared Calendars''' heading at left. [[File:Outlook-mac-shared-calendars.png|thumbnail|none]]<br />
#*If you are unable to see the calendar, please contact the individual who granted your access so they can review your settings. For more access to an entire mailbox, see Outlook help using the search term "delegate".<br />
<br />
=== Public folder calendars ===<br />
'''To view a public folder calendar,''' click on the '''Calendar''' icon in the lower left pane, click on the '''Tools''' tab at the top left, then choose the '''Public Folders''' icon on the Ribbon. Locate the calendar you are seeking in the public folder list, select it, then click on the '''Subscribe''' button at the top left. That calendar will now be in the pane at the left along with your calendar.<br />
<br />
'''Note: Public folder calendars are in the process of being phased out.'''<br />
<br />
== Add Another Mailbox to Outlook for Mac 2016 ==<br />
If you are a delegate for another mailbox, you may add it to your Outlook folder view as follows:<br />
<br />
# Click on '''Tools''' > '''Accounts''' then select your Exchange account at left.<br />
# Click the '''Advanced'''… button in the lower right.<br />
# Click the '''Delegates''' tab.<br />
# Click the plus ("'''+'''") sign below the lower "'''Open these additional mailboxes'''" pane, then enter the name of the mailbox to which you have access. Click '''Add''' to select the mailbox.<br />
# Click '''OK''' to close the '''Accounts''' window.<br />
# The mail folders, calendar, contacts, etc for that mailbox should now be visible, assuming the owner has granted you delegate permissions.<br />
<br />
For further help on all Outlook topics, please visit [http://mac2.microsoft.com/help/office/14/en-us/outlook/ Microsoft's Outlook Support Site].&nbsp;<br><br />
<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Mac]]<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Microsoft Office]]<br />
[[Category:Public Search]]<br />
[[Category:Calendar]]<br />
[[Category:Calendaring]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=38057Using Outlook2018-08-10T15:00:55Z<p>Linda Knutson: /* Recovering Deleted Items in Outlook */</p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List ==<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
#Start Outlook.<br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens.<br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens.<br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens.<br />
#Select the '''Advanced '''tab.<br />
#Click [[Image:Add button.PNG]]. The '''Add Mailbox '''dialog box opens.<br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add.<br />
#Click [[Image:OK button.PNG]].<br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[Image:OK button.PNG]].<br />
#Click [[Image:OK button.PNG]] on the '''Microsoft Exchange '''dialog box.<br />
#On the '''Change E-mail Account '''dialog box click [[Image:Next button.PNG]] then click [[Image:Finish button.PNG]].<br />
#On the '''Account Settings''' dialog box click [[Image:Close button.PNG]].<br />
<br><br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook 2007 ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br><br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use '''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2007 or 2010 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; From the '''Insert''' menu, select '''Item'''.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Look in''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Using_Outlook&diff=38056Using Outlook2018-08-10T14:59:58Z<p>Linda Knutson: /* Recovering Deleted Items in Outlook */</p>
<hr />
<div>== Using Microsoft Outlook <br> ==<br />
<br />
Access to your Outlook account is controlled by your username and password. You can set your password using the '''Activate''' utility. To use Activate type '''go/activate '''in the Address field of your browser and press '''Enter'''. You must know your 8-digit College ID number and your 6-digit BannerWeb PIN to identify yourself to Activate.<br><br />
<br><br />
<br />
== Basic Tasks in Outlook ==<br />
Outlook software allows you to perform a variety of tasks, such as:<br />
* send and receive email<br />
* work with calendars to create appointments or schedule meetings<br />
* add contact information<br />
* set up task reminders<br />
and much more. For help with basic functions, please visit [https://support.office.com/en-US/article/Basic-tasks-in-Outlook-192eb102-2ee2-4049-b7f5-aa0eb4231fbb Basic Tasks in Outlook].<br />
<br />
== How To Add Another Mailbox to your Outlook Folder List ==<br />
If you have permissions to view another e-mail mailbox and/or calendar, you can add the mailbox to your Folder List in Outlook to facilitate access to it. This document tells you how to add another mailbox to your Folder List using Outlook.<br />
#Start Outlook.<br />
#From the '''File''' menu click the '''Account Settings''' button and select '''Account Settings''' from the pop-up menu. The '''Account Settings '''dialog box opens.<br />
#On the '''E-mail '''tab select '''Microsoft Exchange '''and then click '''Change'''. The '''Change Account''' dialog box opens.<br />
#Click '''More Settings'''. The '''Microsoft Exchange '''dialog box opens.<br />
#Select the '''Advanced '''tab.<br />
#Click [[Image:Add button.PNG]]. The '''Add Mailbox '''dialog box opens.<br />
#In the '''Add mailbox '''field type the last name or department name of the mailbox you want to add.<br />
#Click [[Image:OK button.PNG]].<br />
#If there are duplicate names, the '''Check Name '''dialog box opens. Select the person desired and then click [[Image:OK button.PNG]].<br />
#Click [[Image:OK button.PNG]] on the '''Microsoft Exchange '''dialog box.<br />
#On the '''Change E-mail Account '''dialog box click [[Image:Next button.PNG]] then click [[Image:Finish button.PNG]].<br />
#On the '''Account Settings''' dialog box click [[Image:Close button.PNG]].<br />
<br><br />
<br />
== How to Shut Off Cached Mode for Shared Folders ==<br />
<br />
In general, Outlook's “cached mode” should always be turned on. An exception is for users who connect to multiple accounts – even if they are not large ones – particularly when calendaring is involved. “Oddities” often manifest on the shared accounts, such as appointments, folders, or individual messages being visible only to select users. In these cases we recommend leaving cached mode turned on for the person’s main account, but turning it off for the shared folders. For detailed instructions on how to do this, see [http://mediawiki.middlebury.edu/wikis/LIS/images/b/b3/Turn_off_Cached_Mode-Shared_Folders.pdf Turn_off_Cached_Mode-Shared_Folders.pdf]<br />
<br />
== <br>How to Create an Automatic Reply to ALL Incoming Messages Using Outlook 2007 ==<br />
<br />
The '''Out Of Office '''wizard helps you create an automated reply to messages while you’re away. Those messages are not delivered to anyone off-campus, however. The procedure below helps you create an automated reply to ALL incoming messages.<br />
<br />
<br>'''NOTE: You must unsubscribe from all news groups or listservs to prevent sending automated responses to the lists!'''<br />
<br />
==== <br>Creating An Automatic Reply To All Incoming Messages ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#From the E-mail Rules tab, click the '''New Rule '''button.<br />
#In the '''Start from a blank rule '''section, click on '''Check messages when they arrive '''then click [[Image:Next button.PNG]].<br />
#Do not make any selection in the '''Which condition(s) do you want to check?''' area. Click [[Image:Next button.PNG]].<br />
#The following warning message displays: '''This rule will be applied to every message you receive. Is this correct?''' Click '''Yes'''.<br />
#In the '''What do you want to do with the message?''' area, click the check box for '''have server reply using a specific message'''. You may also wish to scroll down and check '''stop processing more rules '''as well, depending on your rule setup.<br />
#In the '''Edit the rule description '''section of the Rules Wizard window, click on the blue underlined text (<u>'''a specific message'''</u>).<br />
#A new message window opens. Supply a subject line then type the text for the automated reply you wish to have sent out. Leave the '''To''' field blank.<br />
#Click '''Save and Close'''. You are returned to the '''Rules Wizard '''window.<br />
#Click [[Image:Next button.PNG]].<br />
#Click [[Image:Next button.PNG]] again to bypass the exceptions screen.<br />
#Specify a name for the rule, then click [[Image:Finish button.PNG]]. The rule is effective immediately.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
==== <br>Creating An Automatic Reply To Other Mailbox ====<br />
<br />
As many individuals have access to additional mailboxes from different departments, groups, or organizations you may also want to edit aspects of the mailbox in a similar manner that you would with your own personal mailbox. If you have full access to that mailbox, you can open it in Outlook Web Access and set the Out of Office message that way. Below are instructions to opening a shared mailbox.<br />
<br />
https://support.office.com/en-ca/article/Open-and-use-a-shared-mailbox-in-Outlook-Web-App-bc127866-42be-4de7-92ae-1ef2f787fd5c <br />
<br />
Once you do that, look for the settings gear in the top right corner and select "Options". On the left of the options menu select "organize email". You will see "automatic replies" as an option along the top row.<br />
<br />
==== <br>Turning Off Automatic Replies ====<br />
<br />
#Launch Outlook.<br />
#From the '''Tools '''menu, select '''Rules and Alerts'''.<br />
#Click in the check box for the automatic reply rule to deselect it.<br />
#Click '''[[Image:OK xp button.PNG]] '''.<br />
<br />
== How to Keep your Off-campus Messages Separate from Campus Mail in Outlook ==<br />
<br />
The Outlook Rules Wizard will allow you to create a wide variety of rules (criteria) to filter your messages; for instance, you may want all messages from a specific individual or group placed in a separate folder. When a message arrives for you (from on- or off-campus), your Outlook rules are checked against the parameters of the message and any rule that fits is applied. This document will help you create a rule to keep messages from off-campus in a separate folder and out of your Outlook Inbox.<br />
<br />
'''Creating the Rule'''<br><br />
<br />
#Start Outlook.<br />
#From the '''Tools''' menu, select '''Rules Wizard''', the '''Rules Wizard''' dialog box will open.<br />
#Click '''New''' to create a new rule, the '''Rules''' '''Wizard''' will display the text boxess on the right.<br />
#Under '''Which type of rule do you want to create?''', select '''Check messages when they arrive''', if it is not already selected. The '''Rule description''' in the lower text box should read '''Apply this rule after the message arrives'''.&nbsp;<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Which conditions(s) do you want to check?''', click to select '''with specific words in the sender’s address'''. The selected text will be added to the '''Rule description '''text box below.<br />
#In the '''Rule description''' text box, click on the text '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type an '''@''' in the text box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the Rule Wizard. The command line will change to '''with @ in the sender’s address'''.<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''What do you want to do with the message?''', click '''move it to the specified folder'''.<br />
#In the '''Rule description''' text box, click on the text '''specified'''; another '''Rules Wizard '''dialog box will open and display your Outlook folder structure.<br />
#In this step, you will specify a folder to hold your off-campus messages. You must select a “container” one level above where you want the new folder to appear. If you want the new folder to be at the same level as your Inbox, .select your main Mailbox. Your Mailbox is named '''Mailbox – ''lastname, firstname''''' where your name is substituted for '''''lastname, firstname'''''.<br />
#Click '''New''', the '''Create New Folder''' dialog box will open.<br />
#In the '''Name''' text box, type a name for the folder.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard '''(Choose a folder) dialog box.<br />
#Click [[Image:OK button.PNG]], you will be returned to the '''Rules Wizard'''<br />
#Click [[Image:Next button.PNG]].<br />
#Under '''Add any exceptions''', click to select '''except with specific words in the sender’s address''', this text will appear in the '''Rule''' '''description''' text box below.<br />
#In the '''Rule description''' text box, click on '''specific words'''; the '''Search Text''' dialog box will open.<br />
#In the '''Search Text''' dialog box, type '''middlebury'''.<br />
#Click [[Image:OK button.PNG]].<br />
#The '''Rule description''' should look like the one on the right, except for variations in the preferred folder name.<br />
#Click [[Image:Finish button.PNG]].<br />
#Click [[Image:OK button.PNG]] to close the '''Rules Wizard'''.<br />
<br />
<br><br />
<br />
== Recovering Deleted Items in Outlook ==<br />
<br />
We have all, at one time or another, wished we had not deleted an email message, a contact entry, or an appointment on our calendar. In many cases you can recover a deleted item yourself without assistance from the Helpdesk. To do so, follow the procedure below.<br />
<br />
#Start Outlook.<br />
#Click '''Deleted Items''' in the '''Folder List '''to open the '''Deleted Items''' folder.<br />
#Click the '''Recover Deleted Items from Server''' button the the tool bar. <br>-&nbsp; In Outlook 2007: From the '''Tools '''menu select '''Recover Deleted Items'''. The '''Recover Deleted Items From Deleted Items '''dialog box opens. <br>-&nbsp; In Outlook 2010: On the '''Folder''' tab, click the '''Recover Deleted Items''' button. The '''Recover Deleted Items From Deleted Items '''dialog box opens.<br />
#Select the items you want to recover using one of the following methods. <br>-&nbsp; Use '''Shift''' '''+ Click''' to select contiguous items. <br>-&nbsp; Use'''Ctrl''' '''+ Click''' to select non-contiguous items.<br>-&nbsp; Use the '''Select All''' button to select all items.<br><br />
#Indicate the disposition of the selected items(s). <br>-&nbsp; Click '''Recover Selected Items''' to move the items back to your '''Deleted Items '''folder. <br>-&nbsp; Click '''Purge Selected Items''' to permanently and irrevocably delete the items.<br />
#Click the '''Close '''box to close the '''Recover Deleted Items From – Deleted Items '''dialog box.<br />
#Recovered items will be restored to the Deleted Items folder.<br />
<br />
<br><br />
<br />
== How to Share a Distribution List Using Outlook 2007 or 2010 ==<br />
<br />
==== Send A Distribution List ====<br />
<br />
#Open a new message; address it to the intended recipient; supply a Subject line, if you desire.<br />
#Click the message body.<br />
#Do one of the following to insert the distribution list into a message:<br>-&nbsp; '''If Microsoft Word is your e-mail editor:'''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; Click the distribution list in your Contacts list.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; Drag to hover over the Taskbar button for your message.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; When the message opens you can drop the list into the message.<br>-&nbsp; '''If Outlook is your e-mail editor: '''<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; a.&nbsp; From the '''Insert''' menu, select '''Item'''.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; b.&nbsp; In the '''Look in''' list, click the folder that contains the distribution list that you want to send. Distribution lists are saved in the '''Contacts''' folder by default.<br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; c.&nbsp; In the '''Items''' list, click the distribution list that you want to send, and then click '''OK'''.<br />
#Send the message.<br />
<br />
==== Move A Distribution List From A Message To Contacts ====<br />
<br />
#Open the message that contains the distribution list.<br />
#Click the attached distribution list and drag it to the '''Contacts''' folder. Note that the distribution list is now independent from the list made by the sender. If the sender updates the original list, the duplicate list does NOT reflect the update.<br />
<br />
<br><br />
<br />
== Using Outlook To Manage Your Mailbox Size ==<br />
<br />
Your Exchange/Outlook Mailbox has a size limit (quota) imposed upon it to remind you to manage your messaging system. The size limits are 30 MB for student messaging accounts and 100 MB for faculty and staff messaging accounts.<br />
<br />
When you reach the size limitation, the System Administrator sends an email message to you indicating your mailbox has exceeded its size limit. You may not be able to send or receive mail until you reduce your mailbox size.<br />
<br />
<br><br />
<br />
==== How To Reduce Your Use Of Mailbox Space ====<br />
<br />
You must remove messages from your Mailbox system to reduce the amount of space your messages consume. You can do this by:<br />
<br />
*Deleting messages manually.'''<br>Note: '''To free space quickly, clean out your '''Sent Items '''and '''Deleted Items''' folders, then check all folders for large messages and messages with attachments.'''<br>Caveat: '''You must remember to empty the '''Deleted Items''' folder after performing manual deletions to free the space.<br />
*Automatically archiving message folders.'''<br>Caveat: '''This stores the messages in a space you choose, either your hard drive or your server space. Be aware of space limitations for alternate storage units!<br />
<br />
<br><br />
<br />
==== Determining The Source Of Excessive Message Storage ====<br />
<br />
You can consult a list that totals the space used by your Exchange folders. This will help you determine which folders have excess message storage and require attention. To do so:<br />
<br />
#If your '''Folder List''' is not visible, click the '''Folder ''' icon.<br />
#In the '''Folder List''', right-click your main mailbox folder and then select '''Properties for [your name] '''from the pop-up menu.<br />
#Click '''Folder Size'''. The '''Folder Size''' window displays with each of your folders listed followed by '''Size '''(the size of the folder) then '''Total Size '''(the size of the folder and all of its subfolders). This should help you determine where large blocks of data are stored.<br />
<br />
<br><br />
<br />
==== Deleting Messages Manually ====<br />
<br />
#Click a message folder to open it.<br />
#Select items to be deleted.<br />
#*To select non-contiguous items, hold down '''Ctrl''' and click the items.<br />
#*To select contiguous items, click the first item, then hold down '''Shift''' and click the last item to be selected.<br />
#*To select the entire contents of a folder, press '''Ctrl''' '''+ A'''.<br />
#Click '''Delete'''.<br />
<br />
'''Note:''' Message deletions simply move messages to the '''Deleted Items''' folder. You MUST empty the '''Deleted Items''' folder to truly regain space. To do so, right-click on '''Deleted Items''' in the '''Folder List''' and select '''Empty Deleted Items''' from the pop-up menu.<br />
<br />
<br><br />
<br />
==== Determining the Size of Messages ====<br />
<br />
Deletion of larger-sized messages quickly frees space. To determine message sizes:<br />
<br />
#Right-click on the '''Field View Bar''' (where is says '''From''', '''Subject''' and '''Received''') displayed above the list of messages.<br />
#From the pop-up menu, select '''Field Chooser'''. The '''Field Chooser '''dialog box opens.<br />
#Click and drag '''Size''' from the '''Field Chooser''' to the '''Field View Bar''', dropping it between two existing fields (red arrows appear above and below the junction of two fields when the '''Size '''field is positioned correctly.)<br />
#You may click on '''Size''', this sorts messages by size to help you find the largest messages easily.<br />
<br />
<br />
<br><br />
<br />
== How to Hide the Identities of E-Mail Recipients ==<br />
<br />
To send an email without allowing recipients to know who else is getting the email, do the following.<br />
<br />
#Start Outlook and open a new mail message (click '''New''' or press '''Ctrl '''+ '''N''').<br />
#Click '''To''' to open the '''Select Names''' dialog box.<br />
#From the '''Show Names from the''' drop-down list, select the address book you want to use.<br />
#In the '''Type Name or Select from List '''field, type the name of the intended recipient.<br />
#Select the recipient in the list below and click '''Bcc'''. The name will be moved to the '''Bcc''' field.<br />
#From then on, you should be able to simply type names in the '''Type Name or Select from List''' field and then press '''Enter''' when the name is highlighted and it will be added to the '''Bcc''' field.<br />
#When you are finished selecting names, click '''OK''' to close the '''Select Names''' dialog box. You are returned to your mail message.<br />
#Finish your message and send.<br />
<br />
<br><br />
<br />
== Creating a Message Template in Outlook ==<br />
<br />
#If you have chosen Word as your message editor, you must turn it off temporarily. To turn off Word as your message editor, do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
#Create a folder named '''Templates '''on your '''Desktop'''.<br />
##Right-click on the '''Desktop '''and point to '''New '''on the pop-up menu, then click on '''Folder '''in the submenu. A new folder appears with the name '''New Folder '''highlighted.<br />
##Type a name for the folder. The text replaces the highlighted text.<br />
#Open a new message window in Outlook and type all the ext that will be the same each time. You can specify a subject line and/or recipients if these will not change.<br />
#When finished, do NOT send the message. Instead, from the '''File '''menu, select '''Save As'''. The '''Save As''' dialog box opens.<br />
#In the '''Save as type''' drop-down list, select '''Outlook Template (.oft)'''.<br />
#In the '''File name '''field, type a name for the template.<br />
#Navigate to the folder your created on your '''Desktop'''.<br />
#Click '''Save'''.<br />
#Close the message window without saving it (it is already saved in the Desktop folder).<br />
#To restore Word as the message editor do the following:<br />
##On the '''Tools''' menu, select '''Options'''.<br />
##Click the '''Mail Format''' tab.<br />
##Deselect the '''Use Microsoft Office Word 2003 to edit e-mail messages''' check box.<br />
##Click '''Apply''' and then click '''OK'''.<br />
<br />
<br><br />
<br />
==== Using The Outlook Template ====<br />
<br />
File new choose form<br />
<br />
#On the '''File''' menu, point to '''New''' and then select '''Choose Form''' from the submenu. The '''Choose''' '''Form''' dialog box opens.<br />
#From the '''Look In''' drop-down list, select '''User Templates in File System'''.<br />
#Click '''Browse'''. The '''Browse For Folder''' dialog box opens.<br />
#Browse to the '''Templates''' folder (near the bottom of the list), select it, and then click '''OK'''. You are returned to the '''Choose Form '''dialog box.<br />
#Select the template desired and then click '''Open'''. A new message opens using the template.<br />
#Finish the message and then click '''Send'''.<br />
<br />
<br><br />
<br />
== Disabling (or enabling) Desktop Alerts ==<br />
<br />
These are the alerts that tell you when new mail has arrived.&nbsp;<br />
<br />
#Click on the '''Tools''' menu,&nbsp;then to '''Options'''<br />
#Click on the '''E-mail Options''' button<br />
#Click on the '''Advanced E-mail Options''' button<br />
#Select/De-select options under "When new items arrive in my Inbox"<br />
#Click '''OK''' three times to return to Outlook.<br />
<br />
== Importing and Exporting Outlook Data ==<br />
<br />
Please see [[Import and Export Outlook Data]].<br />
<br />
== How do I find Outlook version information? ==<br />
<br />
See&nbsp;[[How do I find Outlook version information?]]<br />
<br />
[[Category:Outlook]]<br />
[[Category:E-Mail]]<br />
[[Category:Helpdesk Documentation]]<br />
[[Category:Public Search]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38055Basic Web Help Desk Topics2018-08-08T19:32:16Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text (see below) to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
'''Canned Disabled Account Text:''' <br><br />
Your Middlebury email account, <big>client-username-here</big>@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at http://go.middlebury.edu/activate. You will use your '''College ID number''' and your '''BannerWeb PIN''' to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the '''Walkin Helpdesk (LIB 202)''' and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
http://www.middlebury.edu/offices/technology/infosec/education/phishing <br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38054Basic Web Help Desk Topics2018-08-08T19:29:54Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text (see below) to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
'''Canned Disabled Account Text:''' <br><br />
Your Middlebury email account, <big>client-username-here</big>@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38053Basic Web Help Desk Topics2018-08-08T19:27:42Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
*Canned Disabled Account Text: <br><br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38052Basic Web Help Desk Topics2018-08-08T19:25:39Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use '''SOAIDEN''' to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the '''ID''' number in '''SOAIDEN''' it will auto-fill in other forms.<br><br><br />
2. Use '''GOAEMAL''' to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. <br> <br />
Gmail, AOL, Hotmail and others are preferred.<br><br><br />
3. Use '''SPATELE''' to find telephone numbers.<br><br><br />
4. Permanently record '''Alternate Contact Information''' by selecting the '''Edit''' button on '''Client Info''' tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the '''Alternate email address (use this!)''' field.<br><br><br />
<br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a '''Note''' verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use '''Alternate Contact Information''' for notification.<br><br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
*Canned Disabled Account Text: <br><br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38051Basic Web Help Desk Topics2018-08-08T19:21:37Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br><br />
1. Use SOAIDEN to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
2. Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br><br />
3. Use SPATELE to find telephone numbers.<br><br />
4. Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the Alternate email address (use this!) field.<br><br><br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br><br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br><br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br><br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br><br />
ISI sends an email to them with instructions.<br><br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br><br><br />
<br />
<br />
'''Potential Issues:'''<br><br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br><br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br><br><br />
*Canned Disabled Account Text: <br><br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br><br><br />
In order to re-enable your account we requirement that you do the following:<br />
<br><br> <br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br><br><br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br><br><br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br><br><br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br><br><br />
[b]Please read the information about phishing at <br />
<br><br><br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br><br><br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br><br><br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38049Basic Web Help Desk Topics2018-08-08T17:22:23Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br />
1. Use SOAIDEN to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
2. Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br><br />
3. Use SPATELE to find telephone numbers.<br><br />
4. Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the Alternate email address (use this!) field.<br><br><br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38048Basic Web Help Desk Topics2018-08-08T17:20:32Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br />
1. Use SOAIDEN to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
2. Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br><br />
3. Use SPATELE to find telephone numbers.<br><br />
4. Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the Alternate email address (use this!) field.<br><br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38047Basic Web Help Desk Topics2018-08-08T17:18:59Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br />
#Use SOAIDEN to look for general information about the client.<br><br />
*telephone number may be available there.<br><br />
*Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
*Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
*If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
#Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
#Use SPATELE to find telephone numbers.<br><br />
#Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
*Record telephone numbers in the appropriate fields.<br><br />
*Alternate email addresses go in the Alternate email address (use this!) field.<br><br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38046Basic Web Help Desk Topics2018-08-08T17:17:42Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
#Search for and select the client as usual.<br><br />
#The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
#Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
#Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
#Copy the body of the email into the '''Request Detail'''.<br><br />
#'''Save''' the ticket.<br><br><br />
'''The Service Desk finds alternate contact information for the client in Banner INB.'''<br><br />
Note: Use the '''Next Block''' button to fill in information once you have the client ID and name on the form.<br><br />
#Use SOAIDEN to look for general information about the client.<br><br />
-- A telephone number may be available there.<br><br />
-- Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
-- Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
-- If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
#Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
#Use SPATELE to find telephone numbers.<br><br />
#Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
-- Record telephone numbers in the appropriate fields.<br><br />
-- Alternate email addresses go in the Alternate email address (use this!) field.<br><br />
'''The Service Desk notifies the client.'''<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38045Basic Web Help Desk Topics2018-08-08T17:14:12Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
'''The Service Desk makes a ticket from the information in the email message.'''<br><br />
a. Search for and select the client as usual.<br><br />
b. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
c. Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
d. Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
e. Copy the body of the email into the '''Request Detail'''.<br><br />
f. '''Save''' the ticket.<br><br />
2. Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br><br />
a. Use SOAIDEN to look for general information about the client.<br><br />
-- A telephone number may be available there.<br><br />
-- Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
-- Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
-- If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
b. Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
c. Use SPATELE to find telephone numbers.<br><br />
d. Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
-- Record telephone numbers in the appropriate fields.<br><br />
-- Alternate email addresses go in the Alternate email address (use this!) field.<br><br />
3. Notify the client.<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38024Basic Web Help Desk Topics2018-08-06T20:50:24Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
1. The Service Desk makes a ticket from the information in the email message.<br><br />
a. Search for and select the client as usual.<br><br />
b. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
c. Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
d. Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
e. Copy the body of the email into the '''Request Detail'''.<br><br />
f. '''Save''' the ticket.<br><br />
2. Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br><br />
a. Use SOAIDEN to look for general information about the client.<br><br />
-- A telephone number may be available there.<br><br />
-- Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
-- Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
-- If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
b. Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
c. Use SPATELE to find telephone numbers.<br><br />
d. Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
-- Record telephone numbers in the appropriate fields.<br><br />
-- Alternate email addresses go in the Alternate email address (use this!) field.<br><br />
3. Notify the client.<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38023Basic Web Help Desk Topics2018-08-06T20:47:46Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
1. The Service Desk makes a ticket from the information in the email message.<br><br />
a. Search for and select the client as usual.<br><br />
b. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
c. Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
d. Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
e. Copy the body of the email into the '''Request Detail'''.<br><br />
f. '''Save''' the ticket.<br><br />
2. Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br><br />
Use SOAIDEN to look for general information about the client.<br><br />
A telephone number may be available there.<br><br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br><br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br><br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br><br />
Use GOAEMAL to find alternate email address(es).<br><br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br><br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br><br />
Record telephone numbers in the appropriate fields.<br><br />
Alternate email addresses go in the Alternate email address (use this!) field.<br><br />
Notify the client.<br><br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38022Basic Web Help Desk Topics2018-08-06T20:45:52Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
1. The Service Desk makes a ticket from the information in the email message.<br><br />
a. Search for and select the client as usual.<br><br />
b. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
c. Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
d. Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
e. Copy the body of the email into the '''Request Detail'''.<br><br />
f. '''Save''' the ticket.<br><br />
2. Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br />
Use SOAIDEN to look for general information about the client.<br />
A telephone number may be available there.<br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br />
Use GOAEMAL to find alternate email address(es).<br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br />
Record telephone numbers in the appropriate fields.<br />
Alternate email addresses go in the Alternate email address (use this!) field.<br />
Notify the client.<br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38021Basic Web Help Desk Topics2018-08-06T20:45:13Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
1. The Service Desk makes a ticket from the information in the email message.<br><br />
a. Search for and select the client as usual.<br><br />
b. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
c. Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
d. Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
e. Copy the body of the email into the '''Request Detail'''.<br><br />
f. '''Save''' the ticket.<br><br />
2. Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br />
Use SOAIDEN to look for general information about the client.<br />
A telephone number may be available there.<br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br />
Use GOAEMAL to find alternate email address(es).<br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br />
Record telephone numbers in the appropriate fields.<br />
Alternate email addresses go in the Alternate email address (use this!) field.<br />
Notify the client.<br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38020Basic Web Help Desk Topics2018-08-06T20:44:37Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
1. The Service Desk makes a ticket from the information in the email message.<br />
a. Search for and select the client as usual.<br><br />
ba. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br><br />
c. Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br><br />
d. Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br><br />
e. Copy the body of the email into the '''Request Detail'''.<br><br />
f. '''Save''' the ticket.<br><br />
2. Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br />
Use SOAIDEN to look for general information about the client.<br />
A telephone number may be available there.<br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br />
Use GOAEMAL to find alternate email address(es).<br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br />
Record telephone numbers in the appropriate fields.<br />
Alternate email addresses go in the Alternate email address (use this!) field.<br />
Notify the client.<br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38019Basic Web Help Desk Topics2018-08-06T20:41:58Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
1. The Service Desk makes a ticket from the information in the email message.<br />
Search for and select the client as usual.<br><br />
a. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br />
Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br />
Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br />
Copy the body of the email into the '''Request Detail'''.<br />
'''Save''' the ticket.<br />
Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br />
Use SOAIDEN to look for general information about the client.<br />
A telephone number may be available there.<br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br />
Use GOAEMAL to find alternate email address(es).<br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br />
Record telephone numbers in the appropriate fields.<br />
Alternate email addresses go in the Alternate email address (use this!) field.<br />
Notify the client.<br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38018Basic Web Help Desk Topics2018-08-06T20:41:26Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
1. The Service Desk makes a ticket from the information in the email message.<br />
Search for and select the client as usual.<br><br />
a. The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br />
Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br />
Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br />
Copy the body of the email into the '''Request Detail'''.<br />
'''Save''' the ticket.<br />
Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br />
Use SOAIDEN to look for general information about the client.<br />
A telephone number may be available there.<br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br />
Use GOAEMAL to find alternate email address(es).<br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br />
Record telephone numbers in the appropriate fields.<br />
Alternate email addresses go in the Alternate email address (use this!) field.<br />
Notify the client.<br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38017Basic Web Help Desk Topics2018-08-06T20:39:00Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
#The Service Desk makes a ticket from the information in the email message.<br />
*Search for and select the client as usual.<br />
The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br />
Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br />
Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br />
Copy the body of the email into the '''Request Detail'''.<br />
'''Save''' the ticket.<br />
Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br />
Use SOAIDEN to look for general information about the client.<br />
A telephone number may be available there.<br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br />
Use GOAEMAL to find alternate email address(es).<br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br />
Record telephone numbers in the appropriate fields.<br />
Alternate email addresses go in the Alternate email address (use this!) field.<br />
Notify the client.<br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38016Basic Web Help Desk Topics2018-08-06T20:37:54Z<p>Linda Knutson: /* Compromised Account Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.<br />
<br />
#The Service Desk makes a ticket from the information in the email message.<br />
##Search for and select the client as usual.<br />
The '''Request Type''' is '''Information Security''' with a subtype of '''Account Takeover'''.<br />
Select the radio button to assign to the '''Tech Group''' or '''Myself'''.<br />
Copy the '''Subject''' from the email into the '''Subject''' of the ticket.<br />
Copy the body of the email into the '''Request Detail'''.<br />
'''Save''' the ticket.<br />
Find alternate contact information for the client in Banner INB. Use the Next Block button to fill in information once you have the client ID and name on the form.<br />
Use SOAIDEN to look for general information about the client.<br />
A telephone number may be available there.<br />
Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.<br />
Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!<br />
If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.<br />
Use GOAEMAL to find alternate email address(es).<br />
UWC, high school, or prep school addresses are probably no longer available to the client. Gmail, AOL, Hotmail and others are preferred.<br />
Use SPATELE to find telephone numbers.<br />
Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab. <br />
Record telephone numbers in the appropriate fields.<br />
Alternate email addresses go in the Alternate email address (use this!) field.<br />
Notify the client.<br />
If you have an alternate email address, send the canned disabled account text* to them.<br />
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.<br />
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.<br />
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.<br />
The client will be enrolled in MFA automatically.<br />
ISI sends an email to them with instructions.<br />
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.<br />
<br />
<br />
Potential Issues:<br />
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.<br />
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.<br />
<br />
<br />
*Canned Disabled Account Text: <br />
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.<br />
<br />
In order to re-enable your account we requirement that you do the following:<br />
<br />
1. Change your password to a password you have never used before at [url=http://go.middlebury.edu/activate]http://go.middlebury.edu/activate[/url]. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.<br />
<br />
2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change. <br />
<br />
I will consult with our Security Team and have them re-enable your account and let you know when it is done.<br />
<br />
If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.<br />
<br />
[b]Please read the information about phishing at <br />
<br />
[url=http://www.middlebury.edu/offices/technology/infosec/education/phishing ]http://www.middlebury.edu/offices/technology/infosec/education/phishing[/url]<br />
<br />
to educate yourself so you will not be inconvenienced by an account lock out again.[/b]<br />
<br />
I hope to hear from you soon!<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutsonhttps://mediawiki.middlebury.edu/LIS/index.php?title=Basic_Web_Help_Desk_Topics&diff=38015Basic Web Help Desk Topics2018-08-06T20:34:01Z<p>Linda Knutson: /* Problem/Incident Procedure */</p>
<hr />
<div>==Log into Web Help Desk==<br />
#Go to http://go.middlebury.edu/whd.<br />
#Log in using your Middlebury credentials.<br />
<br />
<br />
==Open (Create) a Ticket==<br />
#Click on the '''New Ticket''' button.<br />
#Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.<br />
#Review the '''Ticket History''' on the '''Client Info''' tab to verify that a related ticket doesn’t already exist. Click the '''Include Closed''' check box if you are looking for a closed ticket that needs reopening.<br />
#Select the '''Asset''' tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.<br />
#Select the '''Ticket Details''' tab.<br />
#Select a '''Request Type''' and a '''Request Subtype''', if there is one.<br />
#*Pay attention to any '''Instructions''' that appear in a green text box that pop up for certain Request Types.<br />
#*Some Request Types require that '''Custom Fields''' be completed - watch for those later in this process.<br />
#Select an '''Assign To''' option - either the '''Tech Group''' or '''Myself''' radio button.<br />
#*''If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again.'' - '''Rework this...'''<br />
#Enter text in the '''Subject''' field that is appropriate to the issue.<br />
#Enter text in the '''Request Detail''' text box which may be a simple copy/paste from a mail message.<br />
#*In most cases, this field should only be populated with Request Detail information. '''Notes''' are used to specify actions taken by the Technician.<br />
#If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
#Complete any required fields in the '''Custom Fields''' section, if there is one. Required fields will be in '''bold text'''. Note that sometimes a '?' is acceptable if you don't have the required information.<br />
# Select the appropriate '''Status'''.<br />
#*'''Open''' = Default setting. WHD will send alerts if action is not taken within a specific time.<br />
#*'''Pending''' = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.<br />
#*'''Customer Hold''' = Waiting for a client response. WHD will not send alerts.<br />
#'''Priority''': Usually, keep the default. It’s based on info you’ve already entered.<br />
#'''Recipients''': Usually, keep the default. Recipients are based on info you’ve already entered.<br />
#*If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.<br />
#*If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).<br />
#Add a '''Note''' and send the message, if necessary (see the next section on Notes).<br />
#Click '''Save & E-Mail''' or '''Save'''.<br />
#*'''Save & E-Mail''' saves the ticket and sends a copy of if to the '''Recipients''' (by default the Technician is a Recipient if this is the first time a ticket is saved).<br />
#*'''Save''' saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).<br />
#Click the '''Exit Ticket''' button in the upper-left of the ticket. It has a curved arrow on it and is just under the '''Client Info''' tab.<br />
<br><br><br />
<br />
==Routing Tickets==<br />
Tickets are routed to individuals or groups depending upon the selection of a '''Request Type/Subtype''' and your selection of radio buttons in the '''Assign To''' section.<br />
<br><br><br />
====Assigning a Ticket to Yourself====<br />
#Select a '''Request Type''' and '''Subtype''' from the drop-down lists.<br />
#Select the '''Myself''' radio button.<br />
When the ticket is saved you will be listed as the '''Assigned Tech''' and the '''Tech Group''' should be one of the groups to which you belong.<br />
<br><br><br />
====Assigning a Ticket to a Group====<br />
<br />
<br />
====Escalation of a Ticket to Another Level====<br />
<br><br><br />
<br />
==Using Notes==<br />
'''Notes''' are used to:<br />
*Record communications from clients.<br />
*Record steps taken in your attempts to resolve an issue.<br />
*Send a message to the client.<br />
*Communicate with another tech group regarding an issue.<br />
<br><br />
====Adding a Note====<br />
#In the '''Notes''' section, click the '''New''' button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.<br />
#In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.<br />
#:Note: '''Visible To Client''' is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.<br />
# If you have a picture to illustrate the problem or a document to add, do the following:<br />
#:a. Click the '''Add File''' button. The '''Attach File''' dialog box opens.<br />
#:b. Click the '''Browse''' button.<br />
#:c. Select the file desired and click the '''Open''' button.<br />
#:d. Click the '''Upload''' button.<br />
# To share an FAQ solution with a customer, see [[Advanced_Web_Help_Desk_Topics|Advanced Web Help Desk Topics]] for the easy steps.<br />
# Click the '''Save''' button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.<br />
<br><br />
<br />
====Sending a Note====<br />
A '''Note''' is an easy way to send information to a client about an issue.<br />
#Compose the note in letter format in letter format with proper salutation and closure lines.<br />
#After saving a Note review the '''Recipients''' section and add or remove check marks until you have the desired distribution group(s) indicated.<br />
#Send the information using one of the following methods:<br />
#*Clicking the '''Send''' button to the right of the '''Note''' sends the contents of the '''Subject''' field and the '''Note''' associated with the '''Send''' button, followed by the signature set up for you in '''Setup/Techs/My Account/E-Mail Signature''' to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is the ease of reading the content.<br />
#**The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.<br />
#*Clicking the '''Save & E-Mail''' button at the bottom-right of the page sends the contents of the '''Subject''' field, the '''Request Detail''' field (will appear on the bottom), and all '''Notes''' marked '''Visible To Client''' (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.<br />
#**The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.<br />
#**The disadvantage of this method is the difficulty a client might have reading the entire copy.<br />
<br><br><br />
<br />
==Problem/Incident Procedure==<br />
<br />
If you create a '''Parent/Child''' relationship between tickets editing of the '''Parent''' ('''Problem''') ticket mirrors the action in the '''Child''' ('''Incident''') ticket(s).<br />
<br />
'''To create a Problem ticket:'''<br />
#Create a ticket as usual.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Problem'''.<br />
#'''Save''' the ticket.<br />
#Note the ticket number, '''Request Type''' and '''Request Subtype'''.<br />
<br />
'''To create a Incident ticket:'''<br />
#Create a ticket as usual using the same '''Request Type''' and '''Request Subtype''' as the '''Problem''' ticket.<br />
#'''Save''' the ticket.<br />
#In the '''Details''' section of the ticket, select '''Incident'''. A '''Problems''' tab will appear in the upper-right corner of the ticket.<br />
#Select the '''Problems''' tab.<br />
#In the '''No.''' field enter the ticket number of the '''Problem''' ticket.<br />
#Select the '''Request Type''' and '''Request Subtype''' from the drop-down lists presented.<br />
#Click the '''Search''' button.<br />
#Select '''Link'''.<br />
#'''Save''' the ticket.<br />
<br />
Any '''Notes''' put into the '''Problem''' ticket will be added to the '''Incident''' tickets.<br><br />
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br><br />
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.<br />
<br><br><br />
==Compromised Account Procedure==<br />
<br />
==Best Practices to Close a Ticket==<br />
a work in progress<br />
<br />
[[Category:Web Help Desk documentation]]</div>Linda Knutson