go south coast presentation (3)
TRANSCRIPT
Support• There are roughly 20 sites and 250 users supported by GSC.
• Maintained by two engineers which are split off geographically.
Ben O’Sullivan ben.o’[email protected]
Jeff Dale [email protected] 040197
During holidays they will cover each other via remote support. If something goes down, they’ll schedule a few days of site visits while
covering.
Intranet
The GSC intranet is currently accessed by navigating to 10.104.0.12. However this is soon to be replaced with a Google integration. The Google version will be identical to the current version
You can also find contact names and numbers for all sites through the intranet:
You can click any of the locations to find details. In this instance we’ll find Poole HQ by clicking the following area.
By clicking “Staff Directory”, we get to this screen.
Clicking this will give you the following:
Remote SupportGSC uses VNC to connect to the user’s machines. VNC is pre-configured on all PCs and laptops before they’re sent out. To connect, simply run the VNC shortcut from the hop box and enter the user’s IP address.
From there enter password: wilts
The user’s IP address can be found by asking them to hover over the VNC icon on the taskbar (a blue square with an eye). Most users know how to do this.
KB0010599
Hardware Overview• Each site handles their own budget in a manner of speaking, as GSC is a mixture of different bus operators. Due to this if a site requires new hardware, they simply purchase it and IT fit it – no request forms are used.
• KCL handle support for printers and scanners, but we won’t be talking to them for GSC. If there are any issues which we can’t fix, simply get as much info as possible and pass it over to GSC.
• All PCs and laptops are on an annual replacement scheme. No machine is older than five years. Fortunately that means everyone has a windows 7 device which usually runs without error.
ApplicationsEP MorrisRevenue software. Used to calculate amounts taken from drivers and feeds into a SQL DB. Phil Curtis ([email protected]) configures the EPM login. If a user wants access to this they will need to be in the AD security group EPM. If they’re not in the group the line manager will have to authorise.All calls for this go straight to Ben and Jeff.Accessed through RDP
KB0010604
OmniScheduling software. Any problems go to Linzi Proctor ([email protected])
iProc Ordering system. Fine to use in chrome if pop up blocker is off.
Opti Fuel system which monitors all of the Fuel tanks. Usually crashes due to network issues. Usually solved by force closing the app and re-opening. Pass to Jeff/Ben for now0800 279 2997 - Opti Fuel service Desk (Based in south Africa).
DASDuty allocation, pretty much the commercial side of Equinox.
CitrixWe can only try rebooting for Citrix issues. Other calls pass to GSC.
*Tip: we can ping gagcitrix to see if any of the Citrix server are down
Equinox We don’t know anything extra for the bus companies as of yet. We should email [email protected] for any issues.
VoyagerPurchasing System which is barely used as Equinox is taking this over.
TachoUsed for HTV private hire. Records, speeds, hours, breaks, etc. Assign to Ben if they come in. Only 3 people use this, a user Craig Stanton ([email protected]) fixes most of the issues.
Open PeopleA citrix application which is used for HR records. Only 2 people use this and they’re in Poole HQ.
VIX ERGWe already know about VIX who own the DCS/CCS devices.
Coach ManagerTill software used in New Street replacing Kazzicon.
Kazzicon Till SoftwareOld till software used by three people in Poole bus station. Will be replaced in the future.
Gellitouch Till softwareTill software replacing Kazzicon which is used only in New Street. Any calls for this can be passed to GSC IT.
Office and Adobe productsBAU.
CCS/DCS SupportThe CCS (located at HQ) is a HP server in a rack with a tape backup running daily. If there are any issues with this we will have to contact Ben directly, who will look into it and potentially reboot the device.
The DCS devices are scattered around the different depots. If we have any issues with them we can contact the site and ask someone to reboot the DCS computer. We have a list of all sites and contact in the following location: SMC Group Share\Knowledgebase\Go South Coast – GSC\DCS devices and contacts
If any issues we encounter aren’t solved by a reboot, raise it with VIX.
ProcessesScan to EmailWe can set up scan to email for Go South Coast. However we need to send a ticket to GSC IT for approval, which will then come back to us for action.
KB0010600
Coach ManagerOwned by Distinctive Systems - one on the island, one in Danvery, one is Saulsbery which acts as a server which clients connect to. There is a SQL server backup every three hours. The DB is 120MB so the backup is fine.01904 692269 (distinctive system)If it can’t connect to the DB, run the Coach manager .exe and it will ask to redo connection string. Do NOT create a new database.
Simply add in either of the following strings (varies on specific devices and setups)
localip\SQLExpress or localip\SQLexpress2012 or localip\SQLexpress,1433 or localip\SQLexpress2012,1433
KB0010606
Kazzicon Till SoftwareThere are two machines using this at the Poole bus station. It feeds information to a server (which is also onsite) which has to be online for the till to work.
If one till is offline check to make sure a drive is mapped - it’ll be the only mapped drive on there. If it’s not mapped pass to GSC. If it is but there’s still an issue, pass to Kazzicon. The mapped drive is \\poole-so-server (t:)
If there are connectivity issues with both machines while the server is online, check the local network.
Here are the till details:Till 1Cmputer name: poole-to-till110.104.1.120This is a DHCP IP address so it may change at some point, but it hasn’t changed as far as Ben can remember.
Till 2Computer name: Poole-to-till210.201.1.167
This is a static IP address KB0010605
Scan Coin
Coin counting machine used by drivers to count the money taken at the end of a shift. Users can contact scan coin themselves for support. A reboot can be tried as a first point of troubleshooting.
Retail PostsUsed to create smartcards. There is one at Poole bus station. For this we can ask the user to reboot and if the issue persists, pass to ACT who support it.
Credit Card machinesIf someone calls for this they need to call Verifone and the details are on the bottom of the device, the PTID number on the bottom verifies the location, device, etc. If the user calls back we can pass the ticket on to GSC IT.
Mapping a driveIf a user needs a mapped drive, get the full drive details (“the T drive”, isn’t good enough) and pass to GSC IT who will action.
New user creationGoogle account requires director approval. The user will have to contact their line manager, with all of the details (AD required? Hardware required? Software?), which will then be passed to HR. If a director requests it we can set it up. Pass it to Jeff and Ben for approval once the necessary details are taken. If it’s a Gmail account, Ben and Jeff will pass it to us to create.
We DO create Gmail accounts upon Ben/Jeff’s approvalWe DON’T create AD accounts. Pass these to Jeff/Ben
Driver wi-fiAlmost all depots and stations have their own personal internet connections which staff can use in the break room for recreational purposes. We don’t manage this and any issues should be passed to Vodafone
The number to get Vodafone on for driver wi-fi is 08702646565
TelephonyLand line phones: check dial tone, take the internal and external number affected. If it’s a digital phone, check if there is anything on the display/lights flashing, if not, make sure the network cable is plugged in
Afterwards, pass to GSC IT
BTA few sites use BT infinity. However there have been no issues with this as of yet. In the even there is an issue, site details can be found in SMC group share>knowledgebase>Go South Coast – GSC>BT Information.docx
VodafoneFor Vodafone, we can only take the necessary details (such as are the lights flashing, anything changed, etc). We will struggle to get the user to reboot at the cabs on site look like this:
Due to this, we take the details we can and pass to GSC IT.
We also need to be careful with reboots as users may reboot the driver wi-fi.
Mobile phonesThe only phones GSC use are Nokia Windows phones. Here are the common problems:
Windows phones reset the time and date to 2013 if you hold the power button in for 10 seconds, users manually reset this.If a phone has a fault, the user has to call 158 or . Not really managed by GSC IT if the phone is under warranty. If the phone isn’t under warranty GSC will deal with it
Sometimes the Gmail accounts have sync issues and drop off the phones. To re-add them, (we’ll also be adding the account when users first receive the phone) Swipe to the left > Settings > Email and accounts > add an account > advanced setup (Google option won’t work) > type in email and pass > exchange active sync > change username to full email address > domain name which will be gosouthcoast.co.uk, bluestarbus.co.uk, vector.co.uk, etc > server: m.google.com > everything else is default. > pass to GSC IT so they can install other apps.
KB0010597
Password resetsFor password resets, we use a Google form which is controlled by [email protected]. User’s fill in in details for two security questions. We can look at this form and ask for the first and last letter of the answer.
If someone calls who isn’t in the form, or we have any issues, we can pass directly to GSC IT.
Troubleshooting slowness issuesIf users call about a network/internet issue, check to see if the proxy is on or off. If the proxy is on, take it off and test from there. If it’s off, pass to GSC IT.
Third PartiesSouth West communications Handle Phone systems, which are all Toshiba0844 871 2020
Quatrix Wi-fi for Smart Card systems0870 017 2002
Scan CoinCash counting machines0845 388 1103
VodafoneWAN supplierIn service now
BTWAN supplier0800 111 4567
Distinctive SystemProvide support for Coach [email protected] 692269
Liquid AutoOpti Fuel service Desk (Based in south Africa)stuart 0800 279 2997
[email protected] till software0800 027 4751