Medical School Information Systems (MSIS)
Medical School Information Systems (MSIS) is comprised of four departmental units, specializing in:
- Desktop Operations
- Network Operations
- Management Information Systems
- Systems Development
To provide each of our users with technology and processes that allow them to perform their jobs with the greatest level of efficiency and quality. Our aim is to accomplish this by providing service in the most timely manner possible based on all priorities in the best interest of our customers.
In addition to providing support services to the clinical and academic areas of the School of Medicine, MSIS is continually exploring new technologies to ensure that the SOM computing experience meets the growing and changing needs of today’s academic environment.
To commence an informed diagnosis of any computer-related problem within 15 minutes.
To have the individual effectively operational as soon as possible.
Service reinstatement depends on urgency and whether or not the hardware and software are supported or custom
For a high urgency problem on a standard computing platform, the goal of MSIS is to have the user effectively operational within one hour.
For problems involving custom hardware or software, MSIS provides service on a “best effort” basis without any time or cost guarantee.
Monday – Friday: 7 a.m.- 5 p.m.
Emergency Off-Hours Support: Please contact the On-Call Technician at 313-418-7799.
Getting Help from the Desktop Support Team
When a problem arises, faculty and staff should call the Desktop Support Team at 313-577-1527 to report a problem. The Desktop Support Team will attempt to solve a majority of problems (not including special circumstances such as classroom outages and teaching related problems) via the telephone. For severe and/or unusual problems MSIS will assign a service representative who will be responsible for administering the service and for keeping the user informed about progress on a daily basis.
Remote Desktop Support
There are some workstations that do not have the SoM Workstation Management Software installed, or the system is on a network segment protected by a firewall. The remote desktop software will allow a technician to connect to your system remotely and assist you with your computer problem.
To open a remote assistance session, select your computer operating system and follow the steps below:
|Windows Operating System
Step 1. Click here to download the zipped file MSIS QuickConnect to your computer.
Step 2. Right click on file and choose Extract All.
Step 3. Choose the desktop or downloads directory to extract files to.
Step 4. Open unzipped folder MSISTV.exe
Step 5. Double Click on the MSISTV Application
Step 6. Provide the MSIS Technician Your ID from the “QuickSupport” dialog box to start a remote support session. After the session is complete, The MSIS Technician will disconnect the session.
|Macintosh Operating System
Step 1: Click here the MSIS QuickConnect to your computer.
Step 2: Open zip file.
Step 3: Double click TeamViewer QuickSupport.
Step 4: Provide the MSIS Technician Your ID from the “MSIS QuickSupport” dialog box to start a remote support session.After the session is complete, The MSIS Technician will disconnect the session.
HelpDesk Service Priorities & Escalation Procedure
Urgent priority calls are ones that relate to systemic problems: the network, classroom computers, and lab computer setups for scheduled classes. These problems will be resolved as quickly as possible. High priority calls relate to problems that either prevent or hinder the accomplishment of a time-sensitive job or keep the individual from performing any task on the computer. The goal of MSIS is to resolve all high priority calls related to a supported computer within 60 minutes. All other problems will be resolved on a “best efforts” basis and the concerned party will be updated on the progress of the service. Although the service representative assigned to the task may have to escalate the service request to group within MSIS to handle network or custom application issues related to the service call, the representative will continue to update the requester of the status of the service call, and will be the point of contact between the parties involved in completing the service.
MSIS will provide full support for Dell systems. MSIS has worked closely with C&IT and Dell to provide a variety of standard Desktop and Laptop configurations to meet the needs of our customers. MSIS has the right not to support a system that we have not been consulted on prior to purchase. Hardware includes desktops, laptops, and all peripherals.
The minimum hardware requirements for PC’s:
Operating System: Windows 7 Enterprise MSIS does not support Windows 8 or 8.1
Processor: DualCore processor
Memory: 2 GB of RAM (8 GB or better recommended)
Hard Disk: 160 gb Hard drive
Drives: CD-ROM or CD-RW drive
Network Adapter: 100 Mbps Network Interface Card
The minimum hardware requirements for Macintosh Computers:
Operating System: Apple Mac OS X Panther or later
Processor: Intel DualCore, Mac OS X – compatible processor or higher
Memory: 2 GB of RAM(8Gb or better recommended)
Hard Disk: 160gb Hard drive
Drives: CD-ROM or CD-RW drive
Network Adapter: 100 Mbps Network Interface Card
The above requirements are in line with the manufacturer end of life timelines. MSIS will not take on support for anything additional that does not meet the minimum hardware and software requirements. Any system not meeting minimum specifications would be recommended for replacement. For online purchasing information, visit the Wayne State University Hardware Support Website.
MSIS provides the following services for Supported Software:
1. Software installation
2. Telephone assistance for standard features of the software
3. One-on-one training via appointment
4. Inform the customer of approved and scheduled changes, as well as proposed and planned changes, to the list of supported software
5. Inform users as new versions are made available and provide an adequate training period (at least 90 days) before a previous version is removed.
Installing Hardware or Software on Existing Computers
MSIS will help install new or replaced components on a supported system. Since adding hardware or software to your original equipment may alter its classification from supported to custom hardware, MSIS will help you determine the implications of any alterations to your system.
The software in the Computing Labs will be changed as requested. Faculty are responsible for providing adequate lead-time for the necessary changes to be made to the lab/classroom environments for their respective courses. MSIS must have time to investigate the compatibility of the software with the rest of the network.
MSIS will provide advise about specifications and capabilities of hardware to assist in the purchasing process for those departments that MSIS does not purchase for directly. All purchase orders have to be processed through Central Campus, which can add 2 weeks to the process of acquiring hardware or software. In addition, all orders over $2,500 must go through a University bid process unless they are for hardware from the pre-approved vendor list of Dell, Gateway, or Apple.
Backup of Data
MSIS performs a network backup each night at 11:00 pm. Faculty and staff can get help from MSIS in establishing network file storage space for protection of their personal and shared data files.
Network Operations goal is to have all School of Medicine network systems running at 99.999% uptime or 24×7. However, at times, routine maintenance is required. File servers, email systems, and other network services may not be available during these maintenance windows. MSIS will provide 48 hours notice before a planned service interruption via email to all potentially affected users.
Since January 2004, our policy states that home computers are not supported by MSIS. Home computers are defined as a system that is used outside of the SoM and Wayne State University environment – the system must physically be located on campus in order to be supported.
The School of Medicine does not have the resources to support home configurations and since we have no control over additional software that might be installed, we cannot assume such support responsibility.
If you are experiencing a problem or have a question about a computer you use at home, The PC Clinic located on main campus offers a variety of services to repair and troubleshoot both PC and Macintosh issues.
Infection by a Virus
Stop using your computer. Call the Desktop Support Team at 313-577-1527 immediately during scheduled hours.
Contact the HelpDesk
If you contact the helpdesk, have the following information if available:
1. Computer IP address.
2. The type of computer hardware and software (including version) you are using.
3. What you were trying to do when the problem occurred
4. Symptoms of the problem and any error messages you received.
5. What you’ve already done to try to resolve the problem
6. Have access to the computer so that a technician can try and troubleshoot the issue