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Operation Support is a catch-all definition of computer related first tier technical support. Within the Treasurer's Office Operation Support provides this support for all members of the office. This type of support generally relates to hardware, software, network, web, system account issues and certain 3rd party systems. The ultimate goal is to provide the quickest and most effective solution(s) to various computer related tasks and challenges. Working closely with the Office of Information Technology (due to their central control over University technical resources and infrastructure) and the University's Desktop System Council, the Treasure's Office Operation Support Desktop Support provides an essential layer of specialized assistance ensuring that the desktop system process runs at peak efficiency by minimizing outages and downtime.

Operations Support responds to the needs of users in a timely manner. Depending on the type of problem, the time required to investigate and implement a solution will vary greatly. We classify each type of problem encountered into one of the three tiers listed below.

This describes requests that Operations Support can handle internally and independent of any outside source. Examples of these types of requests include local printer installation, minor web page content revisions, etc.

This describes requests that may or may not require Operations Support to work in conjunction with an outside vendor, OIT or both. Examples of these requests include workstation installation and setup, network permissions, network printer installations, etc.

Third tier problems are used to describe requests that Operations Support receive that are outside our area of expertise. These types of requests are returned to the user with directions on where their requests may be submitted and processed to resolution. Examples include PeopleSoft and Data Mall requests.

Operations Support serves as the business and technology intermediary assistance in translating the requests and requirements of departments of the Treasurer's Office into instructions sent to the Office of Information Technology. This relieves each department of having to understand the complex technological infrastructure and allows them to concentrate on the business process for which they are responsible.

Operations Support reviews the backup status of each workstation on a weekly basis via a backup report provided by OIT. This allows us to identify and correct backup problems before they become an issue and contribute to a situation where data loss occurs.

Operations Support monitors OIT news and information services for any outage that would affect any aspect of the Treasurer's Office. We then provide notification of service outages for various network infrastructure services including web, e-mail, network, system and application services. Should a long-term outage be planned or occur, we work with the Office of Information Technology to provide reasonable workarounds to long-term outages of services.

Operations Support works actively as an intermediary between departments, third party vendors and OIT to aid in the implementation of software systems and applications for departments. We also assist third party vendors and departments by providing technology service escorts to ensure that third party vendors that provide support service to software systems meet the University requirements for computing as well as have access to any resource they require to conduct their work.

Operations Supports provide maintenance and monitoring for many different background resources and databases used by departments. This includes routine background application support for Access databases, SQL servers and other applications.

Operations Support assists in the setup, maintenance and troubleshooting of all workstation, printer, PDA and other computer device problem for the Treasurer's Office. The Workstation Loaner program allows for the quick replacement of malfunctioning workstations and assists in maintaining the productivity of individuals while workstation is being repaired. Operations Support can install, setup and provide support for a wide range of software products including Microsoft Office, Adobe, Dreamweaver and other third-party software products.

Operations Support can aid departments in sending of electronic or the production of paper notifications to users. Electronic notification can be performed via the creation of a listserv e-mail address or we also can assist in the production of letters via a Microsoft Word mail merge.

Operations Support has the knowledge and expertise to take sets of data and convert it into various formats. We utilize various software products including Microsoft Office and can create customized programming for one time or continual data transformation applications. Please contact Operations Support and we can discuss your specific needs.

Operations Support has the knowledge and expertise to create, modify and maintain Adobe Acrobat PDF forms. These forms can include features such as online calculations, database submission and customized programming enforcing advanced business logic rules.

Operations Support can provide basic training in the use of Microsoft Windows, Microsoft Office, OnBase and other software systems and applications. Complexity of the training can vary from a simple feature tutorial to advanced process explanations and documentation. Please contact Operations Support and we can discuss your specific needs.

Operations Support can setup visiting vendors or consultants with temporary Internet access through the OIT Visitor IP program. Access can be granted from two to twelve hours and advanced notice and communication with the vendor is required for this service. Please contact Operations Support and we can discuss your specific needs.

Technology is increasing being integrated into the business workflow of all processes of the Treasurer's Office. Operations Support will investigating new technologies that can be implemented into the business process of the Treasurer's Office to aid in processing, organizational, and audit controls of a business process.

The Request System is designed to facilitate contact of Operations Support by members of the Treasurer's Office. The system is to be used when a department experiences problems with hardware, software (excluding PeopleSoft) which requires assistance with any aspect of the department's computer equipment. Because of the volume of activity the Request System is a tool that allows Operations Support to control and prioritize uncommon requests for assistance. Since it is a database its' use (augmented by comments recorded by Operations Support) create a historical record that can be used as a management tool and also to identify broader problems that may be identified by the analyses of individual events. For these reasons a request must be entered before assistance will be provided. There are No Exceptions to this requirement.

• Submitting a Request (How?) Web Based/URL
• Request Number
• Response Time
• Escalation to OIT or 3rd Party
• Request resolution and Close

Once a request has been submitted the user will receive a system generated request number via email which identifies the request. This number will need to be referenced throughout this entire corrective process. For this reason, saving the request confirmation email number until problem resolution occurs is highly recommended.

Operations Support will respond to your submitted request within one business day of the request submission. Immediately following your request, you should receive an e-mail message detailing your request number as well as any information that you've submitted in your request. This e-mail should be used as your receipt for any work performed by Operations Support.

Operations Support requires that everyone submit their technical support requests well in advance of any deadlines that are dependant on their request. Depending on the complexity of some requests, resources may have to be allocated in advance to allow for the completion of the submitted request. Operations Support will try to work to the best of our ability to complete a request in the time required for any deadline that is presented.

Operations Support does not provide technical assistance for non-Princeton owned devices. All such instances should be referred to the OIT Solutions Center.

Operations Support only provides assistance to devices that are currently on campus.

The Solutions center is a branch of Hardware Support that has been established to facilitate one-on-one tech support to users with personally owned devices. Operations Support may refer users to the Solution Center in certain situations when applicable.

The OIT Solutions Center is located in the Frist Campus Center on the 100 Level in rooms 111, 112, 113, 114. Follow the signs from the Campus Mail Room, through the open doors by the North Stairs. See the Frist Center 100 Level Floor Plan for exact details. The hours of operation are 9 a.m. to 5 p.m. (4:30 p.m. during the Summer) Monday through Friday. *Note* When going to the Tech Clinic depending upon how busy they are will determine your wait time.

The Tech Clinic offers computer consulting services from software diagnostics to hardware support. Open hours: Monday - Friday from 9:00 a.m. - 5:00 p.m., with the last check-in at 3:00 p.m. (2:30 p.m. during the summer) to insure all problems are resolved by end of day; room 112 Frist.

The Tech Depot is the place to go to buy specially-priced software (for a full list of available software, please see Sofrware Sales), hardware items such as power adapters, wireless cards, mice and laptop security cables. Open hours: Monday - Friday from 9:00 a.m. - 5:00 p.m. (4:30 p.m. in summer); room 113 Frist.

Telecom Services provides support for all student long-distance and voicemail services. It is the central location of the cell phone rental and conference set loaner programs. Open hours: Monday - Friday from 8:30 a.m. - 4:30 p.m.; room 111 Frist.

The Faculty Courseware Center offers consulting on Blackboard to all faculty and staff members. Open hours: Monday - Friday from 9:00 a.m. - 5:00 p.m.; room 114 Frist.

Workstations are the devices that allow your computer to function. Operations Support is responsible for maintaining the every day functionality of all workstations within the Treasurer's Office. In some cases 2^nd tier support will be necessary in order to resolve issues due to warranty requirements.

The installation of a workstation is the basic setup of the CPU and all of the peripherals to working order.

1. A request should be submitted at least five business days prior to the new employee arrival. The following information must be included in the request:
1. Workstation location
2. Email (Exchange or IMAP)
3. Drive Mappings needed (shared drives that they will need to access, Example: H:\\files\dept\risk) Letters of drives may not be consistent on all machines
4. Printer mappings
5. Any special software that needs to be installed
6. User's NetID (without one, access to file shares cannot be given)
7. Critical information transferred (previous user's information or department files, folders that need to be retained)


2. If there is any information (files or folders) that needs to be retained this will be the sole responsibility of that Department. If assistance in transferring data is required this must be detailed in the request and will require more than five business days notice for Operations Support to complete adequately.


3. The machine will be re-imaged and placed at the desired location. All of the settings that were requested in the ticket will be completed.


4. Creating new accounts and access for Business Applications such as the Data Mall and PeopleSoft is to be initiated by required forms being completed by the department manager. These forms are located at the following locations:

This will occur when the workstation either is no longer in working order or the warranty has expired. The workstation, if necessary will have any/all information removed by the department (with assistance from Operations Support if needed) and relocated. The workstation will then be purged of all data and sent to Surplus.

When transferring a workstation to new employee, if a brand new workstation is not provided and the new employees inherits a workstation previously used by another employee it will be a fresh workstation. The workstation will have been re-imaged by Operations Support. This is done to prevent any residual issues possibly caused by previous user.

Laptops cannot be part of the DeSC program due to their portability and frequency to not be available for software updates. This makes these systems vulnerable to virus and other malicious problems that could cause a widespread infection. For this reason Operations Support will need to setup any departmental laptop to ensure that it is done in the correct manner. Security Updates will need to be performed manually by the owner of the laptop.

After a request is submitted Operations Support will image the laptop (if laptop does not come with Windows XP Professional Service Pack 2 installed, the responsible department will need to purchase a licensed copy from the Software Repository). The laptop will then be placed in the proper Organizational Unit and setup as detailed in request submission.

After a request is submitted Operations Support will provide assistance if needed in removing any critical information from the laptop. Operations Support will also provide the departmental tech a tool to purge the system information so that they can prepare it for Surplus.

After a request is submitted Operations Support will provide assistance, if needed in removing any critical information from the laptop. Operations Support will then image the workstation and set it up in compliance with the request submitted.

A Local printer is defined as a printer that is directly attached to a single workstation.

Local printers can only be installed with local administrative privileges by Operations Support. Local printers can be shared in case of a user who has multiple workstations or in the event that they need other users to print to that printer.

Local printers will be removed by Operations Support to ensure that the drivers of the old printer do not conflict with the new installation. The printers will then either be relocated or prepared for Surplus by responsible department.

Prior to the equipment arriving there must be an active network port in order to provide connectivity. If the port is not active, Operations Support must contact OIT for the port to be activated. Typically this activation takes at least one to two business days. Once the equipment is received by the department, Operations Support will remove the equipment from the packaging and begin setup.

The Hostmaster Database entry will be filled out by Operations Support after the workstation is powered on and a configuration sheet printed. This will provide necessary information for the entry to be successful.

Once the Hostmaster Database entry has been completed successfully Operations Support will be contacted by OIT. At this point the Print Queue can now be created by the completion of an online form by Operations Support. After notification from OIT that the queue has been created the printer is online and ready for print jobs.

Removal of network printers requires the removal not only of the Hostmaster database entry but also the network print queue entry managed by OIT. After submission of a request, Operations Support will initiate a request with OIT to have the network print queue deleted and will also assist departments in removing the printer queue from workstations that were previously setup to print to it. The network printer will then be relocated or prepared for Surplus by the responsible department.

PDA's or Handhelds can be installed on workstations by Operations Support. This includes software setup allowing synchronization with email and calendaring clients (Outlook, OnTime, Palm Desktop).

Department is responsible for purging the information and submitting it to surplus.

Operations Support must be contacted in order to perform installation of peripheral devices as Administrator. Scanners may also need to have internal cards installed which would require escalation to 2^nd tier support.

Removal of peripheral devices will be performed by Operations Support department whereas the device will need to be removed along with all applications associated with that scanner. Scanners may also need to have internal cards removed which would require escalation to 2^nd tier support.

Operations Support has two (2) Projectors that are available for use by all departments within the Treasurer's Office. In order to meet the demand for these units a Technical Ticket must be submitted providing the date, location, and start/finish time of your meeting which will reserve the projector. This will allow Operations Support to make alternate arrangements if both projectors have already been reserved for a specific time. Operations Support will be responsible for the setup and removal of the projectors so that they are properly maintained and stored in a secure location.

For the movement of any hardware item, two days notice via a request sent to Operations Support must be given.

The Loaner Computer Program was established to provide users who experience a failure that makes their workstation unavailable, a replacement workstation can be made available temporarily. Although the loaner will not replicate all of the functionality of the user's original equipment it is structured to return the user to an operational status.

Upon determining workstation failure and will be out of service a loaner workstation is deployed to the users workstation.

1. Hardware Failure (Hard Drive, motherboard failure, CPU failure)
2. Software Failure (Virus and other Malicious threats)
3. Special Projects (Demonstrations and Temp worker)
1. Drives are mapped to the user's specification
2. Network and Local Printers are setup
3. Critical software is installed (department specific)
4. A desktop link will be created for Web Mail (email)
5. Users are advised that not to save any work to local drive (C:). All work should be saved or moved to t network drives when possible.
6. Operations Support will inform users regarding available applications that can be used in loaner computer.

The malfunctioning workstation will be moved to Operations Support for assessment. If the workstation must go to OIT, arrangements will be made for pickup. After the workstation is repaired, it will be returned to the user with the most recent backup restored.

The user must perform an examination of the workstation check that it functions correctly as earlier before failure. Following steps are recommended:

1. All of the mappings are still in place.
2. Files (Word, Excel, etc.) and folders are all accounted for in their proper locations.
3. Printers (Local and Network) are all mapped.
4. Local Outlook E-mail has all been restored.
5. 3^rd Party software re-installed. Installation will be performed by Operations Support once they are supplied with the software.
6. Report of any errors or missing default settings (Microsoft Office) that have been found.

The loaner workstation is then returned to Operations Support where it is re-imaged and setup for future deployment.

Temporary replacement of malfunctioning workstations is the primary function for the Loaner Program. Depending on availability, loaner workstations may be used to support a special project or use by a temporary employee. Since using workstations this way may impact the ability to meet Emergency needs it is always a secondary priority and if necessary these workstations can only be committed for a short term project. If a department needs support that continues for more than ten business days the department needs to develop an independent solution.

1. Departments must contact Operations Support at least five business days prior to when they need the workstation.
2. Departments must be specific as to what the workstation will be used for (demo, training, etc.) and what, if any software needs to be installed prior to the workstation being deployed.

Users are informed when they are given the loaner workstation that all information is either to be saved on a shared drive or floppy if necessary. However, if work (Word, Excel documents, folders created) has been saved on the loaner workstation it is the responsibility of the department to remove it before being returned to Operations Support.

The loaner workstation will be available to the department for a maximum of ten business days. Support beyond that time period cannot be guaranteed, but if it is necessary the department will be charged a rental fee of $35.00 per day. Operations Support has bought workstations for the loaner program using its' limited internal resources and if need exceeds availability these fees will be used so additional equipment can be purchased and made available in the future.

Departmental software may be purchased online from the Princeton University Software Repository. The department is responsible for the payment of all charges related to software purchasing and support.

Operations Support does not support the use of purchased personal software on Princeton University workstations. All software purchased and installed on workstations supported by Operations Support must be purchased by departments.

All departments are required to purchase the number of copies or licenses required to meet the license requirements of their installation needs. Operations Support will not install software that does not meet the legal licensing requirements. Departments are responsible for the storage of any material related to the purchase of their software as well as any license tracking information for their software. Departments are responsible for maintaining a list of their workstations that have licensed software installed and a list of users that use licensed software.

Operations Support can assist in the installation, setup and upgrade of any software not prohibited by DeSC or OIT. This includes assisting third party vendor in the installation or upgrade of software on workstations and servers controlled by the department. All requests for software installation or upgrade are considered 2^nd tier support situations.

At the beginning of the installation or upgrade process, the technical support representative of our office will make a determination as to the needs and requirements for the software installation or upgrade. Based on that assessment, any or all of the following may apply to the software installation or upgrade process.

All charges that result from the installation or upgrade of software are the responsibility of the departments.

Installation or upgrade of the software may require the use of the local administrative account to be completed or equivalent permissions applied to a user's account. Please see section 7.2 Local Administrator Password for our policy regarding the local administrator password. After installation, any local administrative permission that was used for the installation or upgrade of the software will be removed.

Normally users operate in a highly restricted level of permissions that protect the workstation from improper use and non-compliant installations. Depending on the way the software is programmed, greater privileges may be required for the correct operation of the software. Any change in the operating permission level of the user must be submitted to the Desktop Systems Council for approval. This process can take up to one week or more depending on the scope and complexity of the request. Operations Support must follow any recommendation put forth by the Desktop Systems Council regarding any issue of software installation and operation. This type of software installation or upgrade is always considered a 2^nd tier ticket problem.

Server type software such as Microsoft SQL Server and other types of software is not normally permitted on workstations. Any request sent to Operations Support for these types of installations or upgrades will be sent to the Desktop Systems Council for approval. This process can take up to one week or more depending on the scope and complexity of the request. Operations Support must follow any recommendation put forth by the Desktop Systems Council regarding any issue of software installation or upgrade and operation. This type of software installation or upgrade is always considered a 2^nd tier ticket problem.

Departments are responsible for notifying Operations Support regarding any upgrades for departmentally installed software. Unless prior arrangements have been made, Operations Support will not actively monitor installed or upgraded software for any required upgrades to departmental software. In the instance of Operations Support becoming aware of a possible upgrade for department installed software, we will notify the director of the department in question.

Departments are responsible for notifying all users of any outage related to the installation or upgrade of software.

Operations Support suggests that any upgrade to be applied to any department installed software be done so first in a development type environment to test the effects of the upgrade. Such caution is required since upgrades may change the current behavior and structure of the software that may be contradictory to the requirements of the department. Departments may request that Operations Support bypass the development environment and apply the upgrade to their production environments but do so knowing that they risk possible downtime or loss of functionality.

Some software may require the advanced scheduling and coordination of resources well in advance of the actual software installation or upgrade. Please submit your software installation requests well in advance of any deadlines required.

Policies for upgrading software follow all of the same policies set forth in Section 4.3 Installation.

Some users, because of the requirements of some software packages, may require that their default security control over a workstation be increased for software to function correctly. Operations Support can not increase security privileges to the administrative level without the approval of the Desktop Systems Council. If the Operations Support department makes the assessment at the time of software installation that permission from the Desktop Systems Council is required, Operations Support will make a formal request in writing for the escalation of permissions for a fixed specified group of users. Operations Support must follow any recommendation put forth by the Desktop Systems Council regarding any issue of software installation or upgrade and operation.

The removal and cleanup of software from one or more workstations will need to be detailed in a request via the Ticket system.

In the case of third-party vendor software removal, Operations Support makes an assessment of the removal process. Some software removals may require the intervention of the technical support services of a third-party vendor support. All charges made to Princeton University as a result of software removal are the responsibility of the department. Operations Support will not contact any third-party support with the consent of the department. This type of software support is always considered a 2nd tier ticket problem regardless of the type of removal.

Software programs that are not University Supported are prohibited from Treasurer's Office computers. This generally refers to any program that does not have a legitimate work function and does not support a university process as it relates to the Treasurer's Office. Such programs compete for valuable system resources reserved for University business and create potential security risk. All prohibited software found to be running on a Treasurer's Office computer will be immediately removed and the department management informed. Examples of prohibited software include: Abacast, DeepFreeze, Peer-to-Peer File Sharing Software (such as Napster), Server Software and Webshots.

Please see the Web Site and Web Page Policies and Procedures document for further information. The policies contained in the Web Site and Web Page Policies and Procedures document are cumulative with the policies described in this document.

Departments must submit requests to Operations Support to create any new network shares. Departments must specify the network path of the share, the name of the share and what permissions for accessing the share should be enforced. Network shares are typically created on the Central File Server unless specified otherwise by the department's request.

Permissions must be initiated via a request from Department Manager detailing all permissions needed by a user or network resource. Operations Support will follow up with Department Manager to validate the request. Operations Support will then generate a request via OPM in the Windows Systems queue.

When an individual leaves the department either the department or the University, permissions of certain network resources including network shares, printers, etc will be removed.

All network drives, shares and folders on servers maintained by the Office of Information Technology are backed up on a nightly basis. Files that are deleted are maintained in the backup for a thirty day period after their deletion. This is the recommended location to save any critical files.

OIT provides 250 megabytes of server storage space on the Central File Server for each University computing account. If you often use computers from multiple locations, the Central File Server is a great way to share, move, and store files. You can use your personal space to store your important files so that they are accessible to you from any computer connected to the network. For simplicity, this space is often referred to as your H: Drive. You should back up and protect the files that are your intellectual property: the work that, if lost, could not be easily duplicated and would cause you great distress. Your intellectual property might include your academic papers, thesis, problem sets, and class work. Saving your important work to the Central File Server can help avert a potential disaster.

You should also consider a strategy of attaching a peripheral device and copying your data to it, such as: a portable USB key, an MP3 player, an iPod, a Jump Drive, a Zip Drive, or an External Hard Drive (available at the OIT Tech Depot). You then have backups of your data available without having access to the network.

If the location of the files and/or folders is the Central File Server, individuals have the ability to recall versions of the file up to 30 days prior. To restore a file, please see Knowledgebase Article #9679 - How to restore files using your ~snapshots folder. If you require assistance, Operations Support will assist you in restoring a file when a request is received.

For restoration of files that are not stored on the Central File Server, a request must be sent to the Office of Information Technology. In your request to Operations Support, please provide the network path to the file if you know it and the date that you want the file restored to. This type of request must be escalated to a 2nd tier support request. If the file or files were deleted more than thirty days previous Operations Support will NOT be able to restore.

Please submit a request to Operations Support detailing the location of the network file share that requires removal. Please specify the disposition of any files that currently remain in the network share. If no disposition is specified, Operations Support will infer that the remaining files and folders should be deleted. This type of request is automatically escalated to a 2^nd tier support situation.

Please reference Section 3.3.2   Network for printer installation and setup policies.

Wall box port activations are to be reported to Operations Support with corresponding wall box number and appropriate Departmental charge number. OIT will then be contacted via OPM ticket to activate port and provide Ethernet cable. Department is responsible for current active port charges which can be located in the Data Mall.

Port deactivations are to be reported to Operations Support with the corresponding wall box number. Confirmation will need to be made by Department through Port charges in the Data Mall.

Operations Support receives weekly reports regarding Treasurer's Office workstations and the status of their backup. It is reviewed and if indications show problems with any workstations backing up Operations Support will investigate and resolve.

Files that you choose to save on your local workstation should be created and saved in the My Documents folder. This ensures daily backup and ease of transfer if needed.

Files that are located on you local workstation and saved in the My Documents and Documents and Settings folder are backed up daily and saved for period of thirty days.

In order to restore files or directories from nightly backup a request will need to be submitted detailing the location and filename. If the file or files were deleted more than thirty days prior Operations Support will NOT be able to restore

Please contact your departmental telephone coordinator to have a voice line installed at a cubicle or office location.

Please contact your departmental telephone coordinator to have a data / modem line installed at a cubicle or office location.

User accounts for new employees are setup by the Office of Human Resources.

Operations Support must be contacted via a request by manager when a user is to be given access (permissions) for certain file shares. A list of shares with permissions will need to be provided to Operations Support at least five business days prior to their arrival in order to ensure total access.

Operations Support must also be notified when a user transfers or leaves the University in order to remove network permissions on all access to departmental specific files and/or folders.

To request department accounts, Department Managers must fill out the following form:

This form is for new departmental functional accounts or authorized organizational accounts only. Operations Support can assist with any questions regarding this form.

Departments may create temporary Princeton Net ID's for special purposes including projects and other temporary events. To request a temporary account, a department manager must fill out the following form:

This type of Princeton Net ID is for temporary agency staff, volunteers and interns not paid by the University and others neither employed nor enrolled in the University but who are contributing to the work and mission of a department. Users must have computer internet access to do so. Records for such people will be hidden from public display on the normal search of the online campus directory.

Email (IMAP\Exchange)
IMAP is the default e-mail client.
Exchange is enhanced e-mail and calendaring. It provides departments with a shared calendar option. The information for setting up an Exchange account can be found at the following link:

Setting up account
Operations Support will need to be contacted when choice of client (IMAP\Exchange) and NetID is created. At this point Operations Support will configure the client settings.

Check Quota\Quota increase
All users are provided with 55 Megabytes of server space for their email. Periodically, users may receive messages indicating that their mailbox is full. To view this information go to Email, account & personal information management. Operations Support must be contacted via a request to assist in acquiring more quota or reorganizing current email in order to conserve quota.

Setting vacation message
When users are planning on extended absences from the office they can setup their away message at the Email, account & personal information management page. In Exchange, users can actually setup their away message within the client by going to tools-Out of office assistant

Forwarding Mail
Mail that needs to be forwarded to another person during a prolonged absence or leave can be setup at the Email, account & personal information management page. Operations Support can be of assistance if department is having problems with setup.

Reading Email off campus
Users can access their email that is located on the server through Web Mail. Email that is saved locally in personal folders cannot be accessed from offsite.

To recover your mail, you will need to provide a date range from which to restore. Every night, all e-mail messages that arrived in your account that day are backed up. This means that it is impossible to restore your mailbox to its condition at a given point in time. Instead, you will need to provide a date range within which the lost messages arrived in your mailbox, Operations Support will restore the messages that were backed up during that time period. Our restores reach back for thirty days. You will also need to include the name of the IMAP folder(s) in question.

For example: On Monday and Wednesday, three important messages arrive in your Inbox. On Friday, they are accidentally deleted. To restore these messages, a request must be submitted asking for a restore of the Inbox folder for the date range Monday through Thursday.

Operations Support will notify you when the restore has been completed. The mail will then appear in a folder called RESTOREDMAIL/INBOX within your IMAP account. Often, newly created folders cannot be seen if you have not "subscribed" to them.

The Exchange server retains items deleted from the Deleted Items folder for thirty days. If items need to be restored this can be done by contacting Operations Support via the Ticket system as soon as possible.

NOTE: After the deleted item has passed its thirty day retention period, it cannot be recovered.

The initial password is either sent to the user at their home address or given to them at New Hire Orientation. After password is received it must be changed at: http://princeton.edu/account. Changing passwords on a monthly basis is recommended for security reasons.

Some system passwords cannot be changed through the P-Synch site (TSM/Data Mall). In these cases you will need to contact the administrators of those systems.

Passwords that are forgotten and need to be reset must contact OIT Help Desk 8-4357 and they must be the user who originally set up the account. Once the password is reset you will need to go to Psynch Web Page in order to for it to be changed.

Departments must contact Operations Support within five business days in regards to when one of their employees are leaving the University. This will enable Operations Support adequate notice in order to remove users' access and ensure security to file shares. Some of this work will be in conjunction with OIT which may result in access not being removed immediately. If the users' workstation will be transferred to a new employee it will need to be prepared properly. Please see Transfer of Workstation section.

If the account holder has moved within the University, the account will not be deleted. If e-mail forwarding has been set up prior to the account deletion, the account will be forwarded for a period of one year. If you haven't already set up forwarding and would like e-mail to be forwarded to another account, please go to the following web page.

Departments must contact Operations Support within five business days in regards employees transferring within the University. This will enable Operations Support adequate notice in order to assist user in transferring (Email, Files) for use at their new location. Department will need to instruct Operations Support as to what access should be removed from user's NetID.

Operations Support is sole responsible party for the application and maintenance of all local administrative passwords for all workstations and laptops of the Treasurer's Office. End users are not permitted to be in possession of any system administrative password at any time. In the event that the system administrative password is required, contact should be made with Operations Support to temporally secure its use to complete task(s) requiring it. Passwords change quarterly and these changes are made remotely by central administrators within OIT. New passwords are systematically provided to Operations Support.

The Desktop Systems Council maintains a local administrator password for each department. The administrator password is the same for all the DeSC machines in a department. Operations Support maintains a local administrative password for all laptops on a per department basis. Each laptop password is different for each department.

1. Installing "optional" or departmentally supported software applications.
2. Troubleshooting technical problems on the workstation.

1. A DeSC standard software environment for which administrative applications are developed and tested is not mirroring the state of machines across the domain.
2. The results of software deliveries tests become less useful for predicting how the software push will operate across the domain.
3. There is a security exposure for the DESC workstations with the same prefix if the customer walks away from their workstations while logged in as administrator.
4. It is far more difficult for support staff to troubleshoot problems as DeSC workstations across the Domain are changed with games, utility and spyware software.

1. The DeSC local administrator account password will be changed on a quarterly basis.
2. The Desktop Systems Council prohibits disclosing the local administrator password to anyone other than authorized departmental DeSC administrators or granting administrative rights to any other user's account.
3. SCAD/DCS members are authorized DeSC administrators for the department by which they are employed. A department which does not employ a SCAD or DCS member, or which employs technical staff members working under the direct supervision of a SCAD/DCS member, may request authorization by the DeSC Security Sub-committee (descsecure@princeton.edu) for alternative departmental DeSC administrator(s). Such requests will be considered on a case-by-case basis. In general, factors that will be considered by the sub-committee include relevant system administration experience, technical skills as demonstrated by MSCA certification or equivalent experience and/or training, and knowledge of DeSC rules and procedures.

"Phishing" is a serious privacy threat that actually is quite simple in concept. The person doing the "phishing" sends e-mails to addresses it has captured from many sites. He or she then sends a well crafted, official looking e-mail usually from a financial company but it doesn't have to be. The e-mail complete with official looking company logos basically indicates that they need you to confirm some private information they have on file. They then typically ask the recipient to go to a web site (which is a counterfeit) to enter their private information. The recipient is further fooled because the link to the web site may look legitimate, e.g., http://www.princeton.edu, but the link that is displayed is not necessarily the actual site you go to when you click on it.

So, you can receive an e-mail with a link to www.citicorp.com that actually takes you to a different site, e.g., www.reallybadidentityrobbers.xyz. The site www.reallybadidentityrobbers.xyz could be made to look exactly like an official Citicorp site and have spaces for you to enter your credit card number, PIN, social security number, date of birth and other private information. When you click the "submit" button, all the private information you entered is now known by the identity thieves who can use that information to make purchases, open new credit accounts, take out loans, etc. - all in your name.

There have been other attacks that are similar. A while ago, an official e-mail was sent by a malicious individual that looked like it came from Microsoft. The e-mail asked the recipient to execute an attached file to apply an emergency patch to his or her system. When the recipient did, a virus was unleashed.

Unsolicited e-mail is most often called "spam." Because the marginal cost of sending each message is negligible, bulk e-mailers can send thousands or millions of messages with the knowledge that a small percentage will respond to a commercial offer. The economic costs are imposed primarily on the recipients, who must spend time sorting through their e-mail to determine which messages are legitimate. The content of unsolicited messages can often be considered offensive, and the most abusive bulk e-mailers are not concerned with providing the ability to opt-out.

Spyware is the generic term for computer software that gathers information about you and your Internet surfing habits for marketing purposes; Adware refers to programs which gather information about you for marketing purposes in order to target your computer with advertisements (often in the form of pop-up windows.) These programs are often difficult to uninstall through traditional un-installation programs and will interfere with the normal performance of your computer's software and/or networking protocol.

Fortunately, there are many options for prevention and the safe removal of Spyware/Adware from your computer.

The following are some of the most widespread Internet virus hoaxes. Messages about these programs are hoaxes and should not be passed on. Customers should simply ignore the warning message and advise their friends and colleagues to do the same.

• jdbgmgr.exe warning
• sulfnbk.exe warning
• PKZ300
• Irina
• Good Times
• Deeyenda
• Penpal Greetings
• Ghost
• Join the Crew
• Win A Holiday
• Guts to Say Jesus

If you look at OIT's Protection Web site and choose the News link from the menu at the left of the Web page, you will see that announcements regarding virus hoaxes as well. If you go to the Viruses link from the protection site menu, you also can find several links to web sites which let you check to see if e-mail you receive regarding a virus deals with a real threat, or, as in this case, with a hoax.

Useful Web pages about virus hoaxes and other Internet hoaxes can be found at:
    Symantec Security Response
    Hoaxbusters
    Kumite

The Elfbowl and Frogapult information can be found at the URL:
    Symantec Security Response 2

The Guts to Say Jesus hoax information can be found at the URL:
    Symantec Security Response 3

Choose programs carefully. Often free or trial programs downloaded from the Internet contain spyware/adware to fund the creators of the programs. The most common Spyware/Adware programs are installed with peer-to-peer sharing software such as Kazaa, Bearshare, and Limewire. Reading the license agreement and "Read Me" files of these programs will often indicate the installation of additional programs. Protect yourself by knowing your options. Some programs will allow you to customize the installation, whereas others such as Kazaa's latest version cannot be installed without Spyware/Adware.

Protect yourself by knowing that there are other dangers for users of these programs; particularly for those who do not understand how the software is structured to operate or for those who are not careful to share only files they own legally. Please see: Knowledgebase Article 9407: Copyrighted music, film, video files: Are they illegal to have on my computer?

Do not click on unfamiliar links in pop-up windows. Spyware/Adware creators will disguise links in their pop-up windows. The safest way to close a pop-up window is to right-click on it in your taskbar and choose Close or select the active window and use Alt + F4 on your keyboard.

Please see the OnBase Document Imaging System Policies section for further information. The policies for the OnBase Document Imaging System are cumulative with the policies described in this document.

Please see the Pitney Bowes Arrival System Policies section for further information. The policies for the Pitney Bowes Arrival System are cumulative with the policies described in this document.

Please see the Vertere Inventory Management System Policies section for further information. The policies for the Vertere Inventory Management System are cumulative with the policies described in this document.

Any scheduled outage of a major third-party software system must be announced to all users via mass e-mail distribution list ahead of time. Departments are responsible for sending and responding to any message to users of any type regarding their third-party software.

Depending on the size of the third-party software system, notification to the LogReview and LogMessage e-mail distribution lists maintained by OIT may be required. The LogReview mass e-mail distribution lists sends future outage notifications to select technical personnel all over the University for the purposes of review planned outage announcements prior to their public distribution. These select personnel may comment on the outage or provide technical feedback or questions.

After all problems relating to outage have been resolved through the LogReview list, a formal outage announcement is sent to the LogMessage list. This announcement will be displayed on the Helpdesk outage schedule for public consumption.

The following rules apply the scheduled outages of software system and network resources controlled by departments of the Treasurer's Office.

• All notifications of a scheduled outage must be sent at least two business days prior to any scheduled outage occurrence.
• All submissions to the LogReview list must be done at least ten to fifteen business days prior to the date of the scheduled outage.
• All submissions to the Log Message list must be done at least five to ten days prior to the date of the scheduled outage.

In the event of an unscheduled or emergency outage of any Treasurer's Office, notification must be immediately sent to the LogMessage list. Departments are responsible for notifying Operations Support and users of third-party outages.

Operations Support will facilitate notification of any (power or application) outages within the Treasurer's Office. In the past outages have resulted in machine failure, as well as confusion among users when systems are down for maintenance.

Operations Support receives notification of all system outages from the Office of Information Technology and other departments such as Facilities. Operations Support will notify department managers and other personnel regarding any major outage that may affect the daily operations of the Treasurer's Office. Depending on the type of outage, some protocols and procedures may need to be executed. Please follow all instructions regarding an outage. If you have any questions or concerns, please contact the Office of Operations Support regarding any outage information.

If a future outage is scheduled for any Treasurer's Office service or resource, a request must be submitted no later than seven business days prior to the outage. A request will first be sent to the Log Review message list comprised of various individuals around campus to comment on the outage prior to its official release. Finally Operations Support will then send a notice to Log Message e-mail list announcing the outage to the Princeton University community. The outage will also appear on the HelpDesk Current Outage section.

Any unscheduled outages or system crashes will need to be made via request immediately, if system is not available a phone call will be appropriate. The outage report will immediately be sent to the Log Message list for dissemination to Princeton University personnel and then posted on the HelpDesk Current Outage section.

Operations Support will notify the appropriate Treasurer's Office personnel regarding any planned power outages that would affect systems, services or workstations of the Treasurer's Office. In the event that a power outage is scheduled for the New South building, all users will be notified via e-mail to shutdown their workstations, printers and other computing machinery before the power outage occurs. Our experience has shown that when the power is turned off to workstations, printers and other computing machinery physical damage may be rendered to it causing it to no longer function correctly.

Shutting off workstations prior to the end of a business day means that the workstation will not perform is daily TSM backup cycle or receive any updates to its locally installed managed software or operating system. Department Managers are responsible for notifying their users and determining course of action in regards to shutting down workstations prior to leaving at night.

If a user has a concern that valuable data will be lost, two options are available. First, submit a request to Operations Support and we can try and move your information to a network storage location. Second, submit a request to Operations Support and we will initiate your TSM backup prior to the end of the business day. Please be aware that you must submit this ticket with adequate lead time to complete the backup of the workstation which can take a significant amount of time and will require the user to stop working at the workstation.