Information Technology
After Hours Guide
Purpose
The Village of Glencoe’s Information Technology (IT) After-Hours Guide is designed to provide staff with an overview of the protocol to be followed in the event IT-related issues occur outside of the Village’s normal business hours (8:00 a.m. – 4:30 p.m.). The guide provides easy-to-follow instructions for managing a variety of IT issues including issues with computer and phone systems as well as other technical programming.
Important Contact Information
For critical and emergency issues requiring immediate attention, contact:
Ron Dussard
Information Technology Coordinator
cell: (847) 477-7607 home: (847) 310-9348
work: 847-461-1112
If Ron Dussard is unavailable, contact the Village’s outside support company for critical and emergency issues only:
Tympani, Inc. (630) 981-5119
Help Desk
All after-hours IT issue must be logged into the Village’s Help Desk system. Employees can access the Help Desk by clicking on the “Help Desk” icon located on their desktop or by visiting http://itsupport/ helpdesk/Forms/UserTickets.aspx. On the home page, select new ticket, then log the IT issue you are experiencing. Employees will receive an automatic email reply indicating the Helpdesk ticket was successfully created and sent to the Helpdesk. The following response times can be expected based on the severity of the issue:
Critical (system down): 2 hours
Major Impact: 4 hours
Minor Impact: 24 hours
Low Impact: 24—48 hours
Please note that restoration times will vary based on the problem. Employees can track the track the status of their ticket via the Helpdesk tool and will receive confirmation once the ticket has been closed.
In
tr
od
T
ab
le of Con
tent
s
Computer Systems
………
4-9
CAD
………...
4
SCADA
………..
5
LEADS
………...
6-7
Cardinal
………..
8
General
………...
9
Phone System
………... 10
Internet
………. 11
Surveillance
………... 12
Compu
ter
Sy
st
ems: CAD
CAD SYSTEM PROBLEMS
Use the following contacts based on severity:
Ron Dussard: (847) 477-7607 or (847) 310-9348
CAD Support (Robert Bryant): (574) 855-8492
Helpdesk
Is the system
completely
down?
1. Call CAD (Robert): (578) 855-8492 2. Contact IT (Ron): (847) 477-7607
or (847) 310-9348 3. Create Helpdesk request
Is your operation severely impacted?
Is next day resolution satisfactory?
1. Contact IT (Ron): (847) 477-7607 or (847) 310-9348
2. Create Helpdesk request
Create Helpdesk request YES NO YES NO YES NO
Compu
ter
Sy
st
ems: SCAD
A
SCADA SYSTEM PROBLEMS
Use the following contacts based on severity:
SCADA Support Helpdesk
Is the system
completely
down?
YES NO 1. Call SCADA : HD Server/Report View Randy Hasby: (262) 966-3833 or (262) 673-0754 (cell) Ladder Logic James Gramhofer: (815) 788-3600 or (815) 355-5174 (cell) Misc. Hardware Sarah Meyer: (530) 888-1800 x 101 2. Contact IT (Ron): 847-477-7607 or 847-310-83483. Create Helpdesk Request
Is your operation severely impacted?
1. Follow internal protocol 2. Contact SCADA 3. Create Helpdesk request
Create Helpdesk request
Compu
ter
Sy
st
ems: LEADS 2
00
0 a
nd
LE
A
DS R
eceive
r
LEADS 2000 and LEADS Receiver Problems
Use the following contacts based on severity:
Ron Dussard: (847) 477-7607 or (847) 310-9348 LEADS Support : (217) 782-3870 Helpdesk
Is the system
completely
down?
YES NO 1. Contact IT (Ron) 2. Create Helpdesk request Do you have Internetconnection?
1. Contact LEADS support: (217) 782-3870
2. Contact IT: (847) 477-7607 3. Create a Helpdesk request YES
Compu
ter
Sy
st
ems: LEADS
Th
rou
gh
CA
D
LEADS Through CAD
Use the following contacts based on severity:
Ron Dussard: (847) 477-7607 or (847) 310-9348 Helpdesk
Is the system
completely
down?
YES 1. Contact IT: (847) 477-7607 or (847) 310-93482. Create Helpdesk request
Create Helpdesk request NO
Compu
ter
Sy
st
ems: Cardin
al
CARDINAL TICKETING PROBLEMS
Use the following contacts based on severity:
Helpdesk
Create a Helpdesk request for any after-hours
issues with the Cardinal ticketing system.
Compu
ter
Sy
st
ems: Ge
ne
ral
GENERAL COMPUTER PROBLEMS
Email, printers, Firehouse software, Microsoft systems, Innoprise, etc.
Use the following contacts based on severity:
Ron Dussard (847) 477-7607 or (847) 310-9348 Helpdesk
Is your operation
severely
impacted?
1. Contact IT: (847) 477-7607 or (847) 310-93482. Create Helpdesk request
Create Helpdesk request NO YES
Phone S
ys
tem
PHONE SYSTEM PROBLEMS
Use the following contacts based on severity:
Ron Dussard: (847) 477-7607 or (847) 310-9348 Comcast: (877) 543-3961 Helpdesk
Is the system
completely
down?
1. Contact IT: (847) 477-7607 or (847) 310-9348 If no response within 30 minutes; 2. Call Comcast: (877) 543-3961 Account number: 933669534 If Comcast issue, all calls to the Village will be directed to the analog phones located in Public Safety dispatch. ((847) 835-2592)
3. Create Helpdesk request
1. Can you make outgoing calls? 2. Are you receiving incoming
calls? YES NO Create Helpdesk request 1. Contact IT (847) 477-7607 If no response within 30 minutes;
2. Call Tympani Inc. (630) 981-5119
3. Create Helpdesk request YES
In
tern
et
INTERNET PROBLEMS
Use the following contacts based on severity:
Ron Dussard: (847) 477-7607 or (847) 310-9348 Comcast: (877) 543-3961 Helpdesk
Is the system
completely
down?
1. Call Comcast: (877) 543-3961 Account # 933669534 2. Contact IT: (847) 477-7607 or (847) 310-93483. Create Helpdesk Request
Is your operation severely impacted? 1. Call Comcast: (877) 543-3961 Account # 933669534 1. Contact IT: (847) 477-7607 or (847) 310-9348
Create Helpdesk request NO
YES
YES
Su
rveilla
nce
SURVEILLANCE PROBLEMS
Use the following contacts based on severity:
Ron Dussard: (847) 477-7607 or (847) 310-9348
Helpdesk
Is the system
completely down?
Create Helpdesk request Is any cell occupied?
1. Create Helpdesk request
2. If arrest made later and system is still down, contact IT (847) 477-7607 or (847) 310-9348
1. Contact IT: (847) 477-7607 or (847) 310-9348
2. Create Helpdesk request YES
YES
NO
