Wednesday, July 29, 2009


This is the mesasge in it's current form. I need any other comments by 2 today please.

From: IT Service Desk

To: TSSC All; SBTS All

Subject: Opening of school technology support information

To be sent: 8/3/09

IT Service Desk Hours

The IT Service Desk is available to answer your technical support questions by phone Monday through Friday (except holidays) 6:30 AM - 5:30 PM. You may also e-mail to anytime and the issue will be addressed the next business day.

Student accounts

TSSpecs are responsible for creating student accounts at a school. The IT Service desk is available for advice if needed but does not have access to automatically create student accounts.

Never delete, disable or enable an employee account

FCPS has an automated process to manage the lifecycle of an employee accounts. If you need an employee account to be deleted, disabled or enabled, please contact the IT Service Desk.

Connected systems

Just a reminder that your FCPS network username and password is used for many different systems to include: Outlook Web Access, UConnect, Online Travel form, SEA-STARS and RequestIT.

The IT Service Desk cannot change passwords over the phone

The IT Service Desk has no ability to validate the identity of an employee over the phone and is not able to reset a password over the phone. If the user has not answered the password challenge questions (mentioned below) and the local tech support team is not available, the IT Service Desk is able to reset a user’s password on e-mail request to from the user’s supervisor.

Preparing users to reset a forgotten password

All FCPS employees may reset a forgotten network (e-mail) account password provided they have answered the password challenge questions in the Identity Manager application. Please have users go to this address Once they sign in with their network account, they will be prompted to answer 5 questions so if they forget their password in the future, they can answer the questions and reset their password.

Accepting the AUP annually

All FCPS users are to review and acknowledge the Acceptable Use Policy (AUP) annually. Please assist as needed to help all new and existing staff log onto the Identity Manager application: (This is also accessible on the “Manage Network Account” page in the IT Service Catalog:

User Home Shares

Home shares are not moved for employees. If they need their data in the new location, please work with the employee to move their data or call the IT Service Desk for assistance.


· Forgot Password link uses the email address of rather than

· FLSA must be completed by Oct 1. Individuals may watch it on their own or program managers may request a CD for total department or school viewing. (


· To access online training (including FLSA training required for all FCPS employees by 10/1/09), log in as follows:

· For the User ID, enter your FCPS network user name (e.g. zwsmith)

· For the default password, enter your six-digit FCPS Employee ID number Note: If you are unable to login or if you have changed your password and cannot remember it, then enter your FCPS network user name
(e.g. zwsmith):

Click on Forgot Your Password

Click on Send Me a New Password (a new password will be sent to your FCPS email) VPN is not needed when connecting from home

· To see course completion and to view class certificates (such as FLSA training), please go to My Report, Completed Courses.

FCPS 24/7

If you forgot your password, FCPS 24/7 now has a forgot password link on its login page. You can reset your password without picking up the phone or contacting anyone else! Course, accounts and enrollments for 0910 school year have already started to be loaded based on the site’s readiness with SASI scheduling.

Escalating a ticket to the IT Service Desk

Please make sure that you have documented all troubleshooting steps when escalating a ticket to the IT Service Desk. This will help us to resolve your issue much faster.

TaskPad review

Before the opening of school gets into full swing, please take a few moments to reacquaint yourself with the taskpad that will allow you to reset user password at your site.

The summary menu in RequestIT has expanded for designees

All IT Repair Requests now go through RequestIT, including services provided by Field Information Systems, such as phones and fire alarms. School and central office administrators were asked via a memo from Dr. Dale to designate through this page staff at their location to be granted permission to the extended menu choices in RequestIT. Per earlier notification, as a convenience SBTS and TSSpecs have the ability to submit tickets for any IT repair. Tickets for items owned by Field Information Systems and Field Services will be routed directly to those groups for resolving. Please note: maintenance work orders will still be entered in Sitenet/ACT/Requestline.

Thank you,

IT Service Desk


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