InRes Training Brought to you in part by: Mariaveronica and Ibrahim.

InRes Training

Brought to you in part by:

Mariaveronica and Ibrahim

What is InRes?• We are a helpdesk for internet, hardware and general

connectivity needs−Residents of York call us for technical support

• We are a hub of information−We should know our way around the York websites

and use the proper tools for optimal assistance

• We are a customer service branch because we help

students feel more at home−Can you imagine being in a new place with no internet,

phone or cable? Remember, without proper InRes support a student can’t utilize their resources at home.

• We are a Team−We need to work together to achieve this goal

Confidentiality StatementAll information which is communicated to you, or to which you have access in the course of your job with CNS Client Services is confidential and not to be shared or used for any purposes aside from those required in the course of your job duties. Systems on which you have privileges are to be accessed solely for the purposes of completing your job duties and during your work shifts only.Examples: personal client information (addresses, phone numbers), financial information, long distance records, billing information, student/employee numbers, passwords and account history, etc. Any breach of client confidentiality will result inimmediate termination of employment.

The following documents are located on the Secretariat website: http://www.yorku.ca/secretariat/legislation/index.htm − Senate Policy - Policy on Computing and

Information Technology Facilities −Guidelines and Procedures for Use of Electronic

Mail (E-mail) −Network Security and Management Guidelines

and Procedures −University Policy - Access to Information and

Protection of Privacy −University Procedure - Guidelines and

Procedures on Access to Information and Protection of Privacy

Things to Remember:

• Never give out personal information to anyone but the current subscriber (e.g. mom/dad/bf/gf/room-mate)

• If client does not recall their Passport York username or password:

− Seneca Students - Direct them to contact Student Housing. They will send a request to [email protected] on their behalf

− Staff/Faculty/Students - Advise them to contact [email protected]

• Never assign tickets directly Netops without supervisors pre-approval

• n the event of leaving InRes position, part-timer(s) must bring CHOCOLATE ice cream to STEACIE

In the event you feel

unsafe/uncomfortable, just return back

to the office and advise the client that

you need to go back to the office. − Room is dirty (especially the computer

area)/foul-smelling − Individual is undressed or partially exposed − Client is sick − Violent- in this case use your radio/phone

and say the code word "enterprise" if you fear being harmed

• We do not setup router • We only modify setup on client

computer device(s) after reading and signing the waiver form. Client must be present during the time of the appointment. If they choose to not to sign the form, we can only test the network jack using our equipment and nothing else.

• You cannot touch anyone’s computer without their signature for the same reasons that you can NEVER touch a computer at WSC

Maya and InResUndergraduate Residences

Active status? Good news….Unknown, Removed, Cancelled…We got

issues….When confirming information about an

undergrad resident, always confirm their MAYA status!

Whether on the phone, through email or at counter!

York Apartments!MAYA – More relevant to these InRes Users! Varying

number of people live in York Apartments

I forgot to terminate my InRes services but I cannot log into my InRes how do I terminate my active InRes service?

• Check in MAYA, if they are unknown and removed they will need send an email or call us to confirm that they are terminating their service.

• If they are active in MAYA, they may need to reset their Passport York password.

In addition…..• If you are not an ACTIVE member in Maya…. Eg.

Unknown (graduated – dropped classes etc)−You will not be able to ORDER/TERMINATE

InRes services – see last bullet−You will need to be using the services under

an ACTIVE subscriber (eg. Renting under someone)

−You will need to request a GUEST account (speak to their reporting supervisor – they need to request the account) – often happens to guests of faculties

−They need to contact us via phone/email to terminate Inres Services! [email protected]

Talking to a Client

And you thought you could

escape clients by not being at the

helpdesk…

Email Ettiquette• E-mail encourages people to communicate more frequently

and respond more quickly. • Using e-mail, some people feel free to make suggestions or

take initiative since they are more comfortable keying a message onto their computer screen rather than discussing it face to face.

• A Listserv lets you subscribe to discussion groups/mailing lists to exchange ideas and information via e-mail about specific topics related to York activities. UIT listserv(s) include:− [email protected]− [email protected]− [email protected]− [email protected]− [email protected]

Please go to http://hsteam.apps01.yorku.ca/wiki/index.php?title=E-mails to view the purpose of each listserv.

Here are a number of guidelines for using e-mail effectively:• Remember the human

− Keep in mind the intended recipients of your e-mail and imagine their responses to your message.

• Be succinct− Keep your message concise, simple, and to the point.

• Pay attention to appearance and format− Take the time to spell check, edit and proof read

before sending your e-mail to avoid embarrassing mistakes.

• Consider the medium− Be careful not to express strong opinions, criticisms

or shout by creating emphasis with uppercase expressions.

• Begin by addressing the recipient−Take the time to personalise your message.

• Maintain privacy−Don’t send confidential information via e-mail as you

cannot guarantee their security.

• Maintain your e-mail credibility−Make sure that you’re not guilty of spamming i.e.

sending messages to the listserv (csstaff) instead of an individual.

• Be clear and present your material graphically−Make your message easier to skim and scan

• Use simple formats−Keep e-mail text simple since browsers and e-mail

programs differ in the way they read certain features.

Create e-mail signature

You have two signatures: The UIT Signature on your email and the InRes Signature.

InRes uses the following signature:

InRes Support University Information Technology York University, Toronto, Canada 416-736-5611 [email protected] http://inres.yorku.ca

Avoid content free e-mail- Respect the time constraints of others by making sure your e-mail has a clear purpose.

•Use clear, specific subject lines- Always indicate the subject of your e-mail to help the recipient identify your message.

•Respect workplace Internet rules- Use staff e-mail for work related communications

Avoiding Spam and Eavesdropping Use the Forward function of e-mail to avoid

accidentally replying to the listserv especially

when someone requests that you reply only

to them.

You can also click on the person’s name and just

write them a new email regarding the issue.

If the Reply function of e-mail is used, make sure

you deliberately change the To: field

appropriately.

[email protected]

RESTEAM is an internal listserv used by InRes staff to discuss InRes related issues. If you want to discuss or get an answer to a problem or question related to InRes, you can send your e-mails to [email protected] and your answer will be answered as soon as possible. Nancy, Ian, Khalid, Karen and Debbie are on the Resteam listserv so someone will definitely answer question soon.

How We Are Contacted• Clients can e-mail [email protected] which automatically

creates a ticket in the InRes queue − This saves time, and makes helping clients easier

• All e-mail correspondence between clients and the InRes team is handled through RT.

• Often clients will e-mail and not give us enough information (i.e. student number, building info etc), you will have to reply and ask for this information. − This information is needed in order for the ticket to be filled

out properly. • Once this information is received, fill the appropriate

information in the ticket and proceed to help the client. • Some clients prefer to be contacted through e-mail,

however troubleshooting may become too difficult and you may have to call them.

• Clients also leave messages at Ext.55611

Bad Example

Client wrote:I’m going to be living on residence next year and would like to know about your InRes services.

InRes Answer:Hey,U can go 2 InRes.yorku.ca too c every thing we have available.Peace

Good ExampleClient wrote:

I will have my computer and I will set up at home before coming to residence. I understand that there is a TV in lounge and I don't want to spend too much money on this. Can I install at home before coming to residence? I hope I can hear from you soon and take care.

InRes answer:Hi:

There are TVs in the common room for use, please contact housing or visit their website to see if your building offer TV access in the common room.General information: http://inres.yorku.ca/Housing information: http://www.yorku.ca/stuhouse/

Which building are you planning to move into ?What do you mean by installing at home?  Are you referring to ResNet setup or Cable TV service?

-- InRes SupportUniversity Information TechnologyYork University, Toronto, [email protected]://inres.yorku.ca

Cable TV

Requirements For Cable TV

1. ACTIVE York University community member (Student/Staff/Faculty)

2. Passport York3. Living on Keele/Glendon

Campuses4. Working TV set and coaxial cable

How to Get Cable TV Service

1. Order online http://inres.yorku.ca/myinres

Important Note:Takes a two business days for the order to be

processed.

2. Setup Cable TV− Plug coaxial cable in − Set TV mode to Cable TV/CATV and auto-scan

channels

Cable TV: Pricing and Packages• http://InRes.yorku.ca/residences/channel_lineup.html

• Basic cable is required to receive Cable Ultimate.

• Services provided by Rogers Cable system.

• Note: (PST & GST and connection fees are extra. Prices and

packages subject to change.)

Cable TV: FAQ

• Digital Cable TV Services are not available at York. −The infrastructure cannot support certain

channels due to bandwidth limitations. There are no plans to modify this at this time.

• Can I pay extra money to receive other channels not included in the two cable packages offered at York University? −No, at this time York University only offers

these two packages and Rogers is not able to provide additional service

Cable TV: FAQ –Con’d

• Clients have the option to receive

Internet/Phone service from Bell.

• Students from York Apartments can

only order Bell's Phone and

Internet service

• Rogers is not permitted. −Agreement and infrastructure

• Cable TV problems at the counter−Create an RT ticket for the issue and

submit it to the InRes queue which is called CNS-Client Services-Inres Mail. Also give the client an InRes business card with the ticket number on it.

• Important:−Never make any promises about

appointments controlled by the InRes team or time of resolution as you can never be sure about the schedule of the people doing the appointments.

Making Sure the TV set is Cable Ready

−There will be a physical switch or option through the menu to put the TV CATV mode.

−Some sets will have 3 different options: STD/IRC/HRC, select STD.

−If there is a CABLE/AIR or ANTENNA/CATV option, select CABLE/AIR.

• Auto-scan or auto-program −Clients often call and state they receive a few

channels but not all of them. • A list of troubleshooting steps can be

found at:• http://inres.yorku.ca/yrkapts/

cable_troubleshoot.html

Phone

Undergraduate Residences

Phone Service RatesBasic Service Included in the Undergraduate fee!

Includes: •Direct-in-dial number•Basic Features (touch-tone, last number re-dial, internal 5 digit dialing)

York Apartments Features Price - $21.50

Voice Mail $6.00 /month

Call waiting $5.50 /month

Call Display $7.00 /month

Installation Fee* $43.50

*NB: Any increase in the Telephone Company's regular rates will also affect Telecom York's

discounted rates.  Rates do not include applicable taxes.

York Apartments:

Telephone service can be ordered via the following methods:

Using the InRes on-line application form (PPY) available at http://InRes.yorku.ca Miscellaneous requests from University Departments

http://InRes.yorku.ca/myInRes.html

Phone inquiry @ the counter•At the counter:

•Create a RT ticket for the issue and submit it to the InRes

queue which is called CNS- Client Services-InRes Mail. Also

give the client an InRes business card with the ticket number.

•If a client living in a York Apartment brings a phone to the

counter, assist him/her with testing it using the white phone to

the left of the counter area. Ensure it can make and receive

phone calls and include all observations in the RT ticket.

Phone - Troubleshooting

• If clients report that they have forgotten their

voicemail password or want to reset it then

create a ticket and assign it to Telecom York.

• Please make sure that all the information in the

ticket is correct and up to date.

• Telecom York will contact them and inform

them their new password.

Long Distance Calls

Undergraduate Residences

• Undergraduate residents cannot place direct-dialed long distance calls from the in-residence telephone line. To make long distance calls, you must purchase a long distance card from retail stores.

York Apartments

Rates vary depending on chart found at InRes website.

• Long Distance rates for Canada/US and the most popular International destinations

• (Rates are effective from 1 August 2004)

• Rates chart

Glendon

We’re in Canada…of course we have a French school.

Phones

• Exact same system as

Undergraduate Residence on Keele

Campus

• http://inres.yorku.ca/residences/glendon_meridian_guide.html

• We are the first level support

Cable TV

• Same procedures as Undergraduate

Residence/York Apartments

• We are the first level support

Internet

• We are the second level support,

they should contact Glendon Tech

support first

• The residences at Glendon are Wood Residence and Hillard Residence and their Resnet or Computing Support is as follows:

• Phone:416-487-6700 Ext. 66700 (on-campus)• E-mail:[email protected]• On-line information:

http://www.glendon.yorku.ca/its/ • Cable TV or Phone Support• Phone:(416) 736-5611 Ext. 55611 (on-campus)

Monday - Friday, 8:30 am to 5:50 pm• E-mail:[email protected]

• If people call from Glendon, try to help them out as much as you can because all of their technical support comes from our websites. The only times we can’t really help them are with jack issues or apartment appointments.

• If you want to know more about Glendon Campus go to: http://www.yorku.ca/stuhouse/glendon/index.htm

ResAir!.....AirYork?

ResAir!Not to be mistaken for AirYork!

• What is ResAir?• The ResAir service provides wireless

network access in Passy Apartments, located on Passy Crescents. It operates on a 2.4GHz IEEE 802.11b/g/n wireless Ethernet compatible technology.

• To connect to ResAir, open an Internet browser and sign-in with a valid Passport York username and password for a 10 hour session.

Let’s Check it out!

• http://resair.yorku.ca/

• Similar to AirYork, with the exception that it is available in this York Apartment ONLY.

Other Usage Notes• E-mail usage on ResAir: When trying to use York

University Email service on ResAir, please see the instructions here . 

• VPN usage on ResAir: VPN service is not required, but its use is recommended'. For information about the York University VPN service, click here.

BiTek

AKA: Your InRes Frenemy

General BiTek Use• How to find students in BiTek

− Student Student Account F7 (Start search query)− Student number OR Full name (Last & First Names)− F8(execute query)

• Things to note about BiTek− Monthly Features− Billed Features Reports− Payments− Comments

• Work Order− Work Order Work Order F7 (Start search query)− Ref Fld (Enter Student Number)− F8 (execute query)

ResNet Bitek Use• http://csstaff.apps01.yorku.ca/wiki/index.php?title=I

nRes_Bitek• Backward Lookup:

− ?

• Undergrad Residences− ResNet service is active for all Undergraduate residence

rooms and is included in the Undergraduate residence fees.− Register at http://resnet.yorku.ca

• York Apartments− York Apartment and suites residents* must activate ResNet

service online at http://InRes.yorku.ca before registering their computer at http://resnet.yorku.ca/.

• Internet Service Rates− $25.00 / month plus applicable taxes− NB: Passy Garden Crescent residence’s are excluded from

this step. ResNet service by default is active and is included in the housing fee.

Backward Look-up Bitek Options1. Go to Student | Student Account

1. Enter York's Phone number 650xxxx

2. Enter Building code and room  e.g. 

Bldg/Room:  409  APT 456

3. Enter Student ID number in ID Field

2. Go to Work Order | Work Order

If student only provided Work ORDER

number

1. Enter Workorder # in WO No.

OR

2. Enter student ID in Ref Fld field

• Friend? Look up a client’s payment

records and the dates that their bills

pertain to (helps when discussing a

prorated bill).

• Enemy? Stops working randomly (you’ll

see a ton of emails saying ‘BiTek

Down’). It is also a little hard to

manouver at first but don’t worry, you’ll

get the hang of it.

Troubleshooting Bitek

• Restart the computer

• Check if WSC CC Lab’s bitek is

working−If it’s not working, assign ticket to SMS

through RT (Unix Team)−If it working in CC lab, assign ticket to

ITSTECH to check the mapping

FAQ – Where’s my money?!• Why was I charged this month when the

service terminated last month?−InRes services are billed at the end of the

month to which they correspond. As such the charges for services used in January will appear on a bill arriving in February. In other words, the month after!

• How do I terminate the service?−Students with active Passport York accounts

who are/were living in the York Apartments, have to submit requests to terminate service(s) online at http://telcabnet.yorku.ca/.

−Seneca students must contact housing to terminate their services.

Staff/Faculty @ York! And Seneca students living in

York Apts!If you receive questions about payment from the

above mentioned (Staff/Faculty or Seneca

Students living in York apts)

1. Phone/Email – Send them to WSC to pay @

POS stations – this is the only method for these

category of York members.

Ummm….I forgot • I forgot to terminate my InRes services

but I cannot log into myInRes how do I terminate my active InRes service?

−Check in MAYA, if they are unknown and removed they will need send an email or call us to confirm that they are terminating their service.

−If they are active in MAYA, they may need to reset their Passport York password.

−Can an audience member tell me the different ways to do so?

• What was my last InRes statement?−Your last InRes statement will occur one month

after service has been terminated.

• If I start my service half way through September will I be billed for the full month?−No. Service is prorated based on the start/or

end date of the service during the billing month, you are only billed for what you use during the month.

• What are my alternatives to the InRes services at York University’s campus?

UGRAD residences – NONE!York Apartment – BELL (Phone and or Internet)

I have forgotten my voicemail password/want to reset it

1.Create a ticket and assign it to Telecom York.

2.Ensure all the information in the ticket is correct and up to date. −Student ID number−Residence (building and room)−phone number

Telecom York will contact them and inform them their new password.

Get used to it!

I just moved into York Apartments and I want to use the internet (cable, phone), what can I do?

Ask for the client’s student information (student #) – contact information (phone number, address, email address)

Confirm their MAYA Status Direct them to, http://InRes.yorku.ca Ask them to sign into ‘my InRes account’ with their PPY

username and PW (if they forgot log-in inform them of reset options – can anyone explain them to us?)

Ask them to order the service they desire – be sure to mention the 2 business day wait with regards to order date and activation

Once they have internet (need to follow the registration steps on resnet.yorku.ca) confirm that info through InRes tools!

• Why is my phone bill so

expensive? −Collect calls?

What to expect on the phones/email!

Process - Tools to have open during a typical inres

shift!

RT/ Netinfo/ Inres Tools/MAYA/ Bitek and of course Wiki!

1. RING! Good Morning York University Inrez Support, _____

speaking, can I please have your student number?

2. Use RT punch in the student number, confirm their status.

Verify who they are and get their contact information

(address, phone #, apt # etc)

3. Don’t forget the Inres-ID script on the desktop, include in

ALL EMAIL REPLIES, not comments!

Scenarios

• 1. I want to order internet I just moved in!

• 2. I ordered internet, but I can’t use it what do I have to do?

• 3. I’ve had internet, but it stopped all of a sudden, what’s going on?

• 4. I ordered cable tv, but I don’t get channel 5, what’s going on?

• 5. I forgot my voicemail password, can you help me out?

Scripts for you, ctrl+C – ctrl+V!• Using scripts provided to you in Wiki will make things 10x’s

easier!

• Get used to using these scripts in whenever you troubleshoot and make a ticket in RT that needs to be assessed!

Internet:

• OS:

• Router Y/N:

• MAC Address:

• IP Address:

• 3rd Party Firewalls:

Cable:

Service? Active Y/N – Main requirement!

TV mode set correctly?

Able to receive channel 5 (TV Guide) If they get Channel 5 but missing other channels, perform

‘autoscan’ or ‘scan channel’! If channel 5 is not available (Snowy/CBC channel), then ticket

to Telecom – the rest is theirs!

Telephone:

Service? UGRAD – Default Included – York Apts – Service

Y/N?

If they require equipment replacement, we require

availability from 8.30am to 4 pm with 2 hour slot times

minimum.