INTEGRATED SOLUTIONS

System Administration Procedure

 

 
 

Prepared By:

Lead Author, Integrated Solutions

Date

 
 

 
 
 

Approved by & Effective on Date of Signature below:

Yufen Chang Yu, Integrated Solutions

Date

 

 

 

 

THIS DOCUMENT IS TO BE REGARDED AS THE OFFICIAL EMPLOYEE TRAINING GUIDE WITHIN INTEGRATED SOLUTIONS. IT IS TO BE MAINTAINED UNDER CHANGE CONTROL BY THE DOCUMENT CONTROL COORDINATOR.

 

 

 

 

 

 

CHANGE SHEET

 

TITLE: Integrated Solutions System Administration Procedure

 

 

DESCRIPTION OF CHANGE

ISSUE

DATE

SECTION

DESCRIPTION

1.0

2.0

3.0

"

"

"

4.0

5/3/97

6/27/97

7/30/97

"

"

"

8/25/97

All

All

3.1

3.2

3.3

3.4

3.4

· Original Issue

· Totally revamped

  • Added STEPS TO ADD A USER
  • Added STEPS TO DELETE A USER
  • Streamlined Explanation of Priorities
  • Expanded Explanation of Ticketing System
  • Changed Time Limit on Escalation of Overdue Tickets

 

 

 

 

 

 

TABLE OF CONTENTS

 

1.0 Policy 4

2.0 Purpose 4

 

1.0 Policy

The Integrated Solutions will provide System Administration Support for our customers. They will follow the System Administration Procedure defined in this document. Deviations from this procedure will me noted in the weekly status meetings. The procedure will be updated as needed based on this input.

2.0 Purpose

The purpose of this policy is to:

· Document the procedure for adding a new user

· Document the procedure for deleting a user

3.0 General procedures

3.1 Steps to Add A User

The Following Steps Should Be Followed For Adding A User

*** MAKE SURE THAT THE USER LOGS OFF COMPLETELY ! ! ! ***

    1. Create a home directory for the user. (At this point, you should only be adding home directories to centinel and ludd. Windmill is currently off limits and center is not being backed up)

    2. Change the ownership of the directory to the login, and change the group that he or he belongs or "users." Use the chown and chgrp commands

    3. Add the login to the / etc / passwd file on all of the servers that the user will want to log in on. A new user id should be chosen, however it is very important that the user id that you choose is not currently being used by any other user

    4. Add the user to the / etc / auto.home file on the NIS Master (either Center or Ludd)

    5. Chang directory to / usr / etc / yp

    6. Type . / ypmake (Only on Center or Ludd (This writes the new address to the new User’s home directory)

    7. Add the new user under the group he / she belongs to in the / usr / lib / aliases file on ALL four of the major servers

    8. Type new aliases (This updates the current aliases file including your new addition)
      (This must be done on ALL four of the servers after changing the /usr / lib / aliases file)

    9. In the / usr / lib / mailx directory add the user to his / her group in the mailrc file. *this needs to be done on centinel and windmill)

    10. Test to see if you can log into the user’s home directory by using the su command to the user. Test to make sure you have changed to the user’s home directory after the su command by typing pwd to check

    11. Test the mail by mailing to the user and see if the user receives the mail

    12. You have now added a login and activated his / her mail account also. Notify the user immediately and let him / her know that their login has been added and the mail has been successfully tested

------------------------------------------

IF THE USER DECIDED THAT HE / SHE WANTS TO USE ELM:

 

    1. In the server where the user’s home directory resides, change directory to / user / mail

    2. Add a file with the user’s login by using the touch command

    3. Change the permissions on the file using the chmod command to include write permissions to the group using g + w or 660

    4. Chang the ownership of the file over to the user and the group should be mailed using the chown and chgup commands

 

3.2 Steps to Delete a User

    1. Receive confirmation from the past employee’s technical manager or supervisor

    2. Back up any pertinent files on to tape

    3. Delete the person’s login from the /etc / passwd file

    4. Delete the person’s home directory using the command : rm - r [directory name]

 

3.3 Priorities

· LOW Priority - Printer problem











3.4 Ticket Assignments

Tickets will be assigned with the first available system administrator in that area. High Priority calls that have not been assigned within one hour will be assigned by Chris Chu. Normal and Low Priority calls without an owner within two hours will be monitored and assigned by Time Chen. Any ticket that is past due longer than 7 days should be escalated to Chris Chu who will then escalate any negative variances or trends to Esther as needed

 

3.5 Complaints

Complaints will be handled through the Customer Exceptional Handling Process owner.

 

3.6 How To Use The Ticketing System

THESE STEPS ARE GENERALIZED STEPS TO OPEN AND OPERATE THE TICKETING SYSTEM

    1. Allow clients to make connections to an X server using a command such as xhost + (the path on hpux is / usr / bin / x11 / xhost +)

    2. Remote login to the server in which the ticketing system resides

    3. Export the display to your local terminal

    4. Start the ticketing system with the command / usr / local / req - 1.2 / bin / tk req

 

STEPS TO OPERATE THE TICKETING SYSTEM

When a ticket has been submitted to the ticking system, it will appear as open and there will be no owner in the column

To take ownership of the ticket, select the ticket with the mouse pointer and click on the take button on the interface

To assign a ticket to somebody else, select the ticket with the mouse pointer and click on the give button

After contracting the user, comments should be added as to the nature and priority of the ticket. To add comments select the action menu off the top toolbar and click on the menu choice "add comments". After typing in the comments, click the save button to save the comments to the file. To select the priority of the ticket select the action menu off the top toolbar and click on "set priority". Our priorities are as follows:

Priority High = System / Network and / or workstation down

Priority Normal = New user addition or removal, e - mail, system performance problem, space monitoring or tool installation

Priority Low = Printer problem

 

 

Remember to add a category before the comments:

C: NETWORK, SENDMAIL, HARDWARE, OS, TOOLS (such as MAKER), DATAKIT, PC / HW, PC / SW

*** PLEASE USE ALL CAPS ***

When the ticket has been completed, select the resolve button after selecting the ticket and the ticket will be resolved. After you rescan the display, the ticket will disappear

The ticketing system will not rescan new tickets. You will have to click on the rescan button from time to time

If the user calls, the process to enter a ticket in ourself is as follows. From any server type mailx help. This will prompt you for a subject and a message. After you finish typing hit ctrl - D to send the message. Be sure to ask the user as much information as possible with at least his / her name and extension

Tickets are kept for 6 months.