TECHS User Support Services


Workstation Imaging Process

When you get a new workstation, there is a lot of preparation that must go into it before you can use it effectively in the work environment.

Step 1: Backup your Data

Step 2: Backup your GroupWise Archive

Step 3: Request a HEAT Ticket

We use the HEAT system to track the progress of all support work done through our office. You may request a HEAT ticket by clicking the Create a Helpdesk Ticket link to the right. Log in using your Novell account and password, then select New Issue on the left hand menu. Please include the following information in the ticket:

1. Your name

2. Your phone number

3. Where the machine in question is physically located.

4. A detailed description of the problem you are having.

5. The make and model of the computer and any software you were using when the error occurred.

You will receive confirmation that the ticket was created by E-Mail.

Step 4: Fill Out Pre-Image Checklist

The Pre-Image Checklist is vital. It outlines for us in definitive terms what your needs are for the new workstation. The information you provide on the form will determine the final configuration of your new workstation, so be as accurate and complete as you can. The techs group will not image or prep a machine for placement without this form.

The IP Addresses, Manufacturer, and Model Number of all printers must be included or we will not setup the printing on the computer and you will then need to create another HEAT ticket after the machine has been returned. This will significantly delay the printer setup process.

The Pre-Image Checklist can be found here.

Step 5: Deliver the New Workstation

A technician will contact you to schedule a day to deliver the workstation to our office.

At present, we have a limit to how many workstations that we can house in our office at one time. If you cannot make the scheduled day, please contact the technician at 2-1694 to reschedule. All machines that do not come in on the scheduled day lose their place in the work flow and will be moved back into the queue. Machines that come in after their scheduled day or come in without an appointment will not be accepted.

When the workstation arrives in our office, you will receive a signed Drop-Off Form indicating that the workstation was accepted. The Drop-Off form will outline the components of the workstation as identified by serial number and UNM tag number. The HEAT ticket number will also be on the form, as well as the name of the receiving technician and the date. This form is your receipt - you should keep it handy until your workstation is returned to you.

Step 6: Turn-Around

We aim for a turn-around time of no more than 5 business days for a new workstation that complies with our hardware standards.

Machines that fall outside of our preferred model will most likely take longer than 2 weeks to turn around. It is highly recommended that if you plan to replace your workstation, you purchase a model through Dell Computers. Please contact the helpdesk to obtain a quote for a new computer. All of our images are built around those models.

Step 7: Retrieve the Workstation

When the image has been applied and the workstation configured according to the Pre-Image Checklist, you will be contacted by a technician. You and the technician will then arrange for a time for the workstation to be retrieved. You will sign your Drop-Off Form to verify that you retrieved the workstation. The Drop-Off Form will be filed in our records and the HEAT ticket will be marked closed. You will receive an E-Mail from the HEAT system to reflect this.