# Presentation: 571741

## Customer Service Project Review (CSPR)March 25, 2008

## CSPR Agenda – March 25, 2009

- HITSS Task Order Renewals	    – Gretchen 			       Davidian
- Xerox MFD paper jams	    – Mike Crnkovic
- Mailman List Server Member De-Subscribes	  – Jack Hutchison
- E-mail connectivity issues	    – Mike Riddick
- Unscheduled NOMAD outages   – Mike Riddick
- NOMAD Anti-spam / Anti-virus replacement		     – Mike Riddick
- Wireless Network issues	     – Ed Motsinger
- Computer seat refresh	     – Mike Veillette

## HITSS Task Order Renewals

- HITSS Contract Year 2 ends May 31, 2008
- HITSS Task Orders continuing into HITSS Contract Year 3, starting June 1, must have a valid Statements of Work (SOW) for each Task Order and approved plans in place by June 1.
- Key Dates Task Order Owners Need to Meet:
- April 4:  Finalized SOW to HITSS
- May 2:  Approval of Task Order Cost and Plan (also called "Tech Eval")
- IT POC support may be needed to meet these dates and ensure continuity of service

## Paper Stock Storage

- Proper paper storage is the key to optimum Xerox performance.
- Store in a low humidity area
- Damp paper may cause paper jams or poor quality
- Do not open paper reams until they are needed
- The ream wrapper contains an inner lining that protects the paper from moisture).
- Store on a flat surface.
- Prevent the paper stock from folding or curling.
- Avoid crushing paper edges by stacking paper reams on top of one another.
- Best practice is to keep paper within the carton until ready for use.

## Handling of Paper Stock

- Before loading paper into the paper trays, fan the edges.
- This procedure separates sheets of paper that are stuck together and reduces the possibility of paper jams
- When loading paper stock into the paper trays:
- Do not use folded or wrinkled papers
- Do not load paper of varied sizes into the tray
- Fan transparencies and shuffle labels before loading to prevent jamming or multi-sheet feeding
- Following these helpful hints will eliminate many paper jamming issues
- Thank you

## Mailman List Server

- Issue
- PM for SOMD notified HITSS OPS of a problem with one of their mailman lists (3/19)
- HITSS OPS investigated and found that three of the four members were in fact gone
- HITSS OPS added members back in to the mail list
- HITSS OPS began a review of all Mailman lists and we will be getting with the list owners to review their list of unsubscribed members
- Question?  Why are we seeing a bounce against valid member email?

## Mailman List server

- Mailman List Server System Setup/Design:
- Mailman performs automatic bounce processing
- Max five bounces member subscription is disabled (1 bounce/24 	hours)
- Bounce information discarded after 7 days w/no additional bounces
- Three emails ‘your membership is disabled’ messages 	sent to member
- Seven days between ‘your membership is disabled’ emails Messages sent to list owner:
- Member bounced messages
- Member subscription to be disabled
- Member to be unsubscribed

## Mailman List Server

- Current Status
- Turned off the bounce option
- Investigated the systems logs to see where the bounces were coming from and found no instances of them originating from NASA HQ
- Opened ticket with help desk to have the NOMAD people see if they could tract the bounces to something on their end.  Awaiting information/response from them.
- HITSS Operations has reviewed the bounce logs (back to January 2008 mailman deployment)
- Created a NASA list of unsubscribed users (43 NASA userid’s across nine list)
- Created list of non-NASA members (2641 id’s across thirteen lists---with 2546 showing up in one list)
- Will review the list with the NASA list owners

## Bill Lowey E-mail Availability issue:

- Over the last couple of weeks, Outlook's ability to connect to the servers has gone down several times.
- When I call the Help Desk to ask if there is a problem, they know nothing about any problem.
- Can we address these problems, both with the e-mail itself, and with everything that comes out saying to call 358-HELP, but no one informing the people on the end of that number anything?

## Email Availability 

- Microsoft and the NOMAD team are still working together to determine the cause of the e-mail connectivity issue. A Microsoft field engineer is at MSFC to assist the NOMAD team with data gathering and troubleshooting.  He is scheduled for 2 days on site.
- Last week the NOMAD team implemented two Client Access Servers (CAS) servers as additional Front Ends to assist with user connections. Since the adding of the CAS servers we have not experienced the long interruptions as in the past.
- On Tuesday, March 18, two Client Access Servers (CAS Servers) for Exchange 2007 were added to the NASA Data Center (NDC) infrastructure at MSFC in order to increase the capacity for required client connections. When users login to Outlook Web Access (OWA) the recommended way at https://webmail.nasa.gov/ the logon page will remain the same as before. However, if OWA is accessed using a different URL with the text "mail02.ndc.nasa.gov" in it, users may see a new logon and logoff screen sent from the two new CAS Servers.

## Mail flow after implementation of Proofpoint appliances on 04/05/08 

- Mail flow after implementation of Proofpoint appliances on 04/05/08

- NOTE: Mail flow between JSC Proofpoint boxes and MSFC gateways should be allowed, but not PREFERRED through the use of MX record weights.
- We’ll be making an adjustment soon to direct Proofpoint outbound mail flow through the 6 NASA Post Forwarders in the near future.

## Unscheduled NOMAD outages

- Over the past several weeks NOMAD has had several frequent unscheduled outages
- Sometimes NOMAD notifies HQ, sometimes not
- Sometimes the problem is known, sometimes not
- Sometimes all Agency or HQ users are impacted, sometimes not
- How do we notify HQ users of NOMAD problems since e-mail is problematic?

## Proposed Communication to IT POC’s

- Notify IT POC’s using an IT POC Voicemail Distribution List that a NOMAD issue or concern is happening.
- This communication occurs as soon as an unplanned NOMAD outage is validated.
- _[https://](https://www.odin.lmit.com/nomad/nomadstatus.cfm)__[www.odin.lmit.com/nomad/nomadstatus.cfm](https://www.odin.lmit.com/nomad/nomadstatus.cfm)_  This page is updated daily with NOMAD operational status.
- If the outage persists for 2 additional hours, an updated Voice Mail is distributed to the IT POCs.
- No further Voicemail notices will be distributed until the problem is resolved
- When NOMAD returns to operational status, a final Voice Mail will be distributed to the IT POC’s as expeditiously as possible
- IT POC comments / suggestions?

## NOMAD Anti SPAM/AV Replacement 

- The NOMAD team has identified Proofpoint Anti-Spam/Anti-Virus solution as replacement product for NOMAD anti-spam processing, currently handled by the Barracuda appliances.
- Engineering evaluations and pilot user testing of all of the products has been completed.
- The Barracuda Anti-Spam/Anti-Virus solution is now scheduled to be replaced with the Proofpoint Anti-Spam/Anti-Virus solution on Friday, April 4, beginning at 5 pm EDT.  NOMAD users should be able to send and receive e-mail normally during this activity window which will last until 1 am Saturday, April 5.  A momentary outage lasting a few seconds will occur once in this activity window as Proofpoint hardware is added to our architecture.
- E-mail will be queued and delivered immediately upon conclusion of this very brief outage.
- We have every confidence that the implementation of the Proofpoint Anti-Spam/Anti-Virus solution will greatly reduce the external e-mail delays and Spam we have been experiencing over the past several months.

## Bill Lowey’s Wireless Network Issues

- The HQ "Not Guest" wireless network has undergone some changes recently.  The main change is that the SSID Network Name is no longer being broadcast.
- This is some kind of security feature, but the result is that many of my people cannot use the wireless network.  Most are just using the Guest Network, since it is easier.  The solution has been to pre-load the network profile onto the new "refreshed" laptops.
- The problem is that I am finding old and new laptops that do not have this profile loaded. (Ticket # 2228246)  Even when the profile is loaded, there is some mystery as how to work the wireless features on the new laptops.  We have three different models and all three work differently.

## NASA HQ Computer Technology Refresh ProjectUpdate: March 25, 2008

**Notable Activities:**
- DO3 Period 2 SAE 2: 410 refreshes from 03/01/2008 through 08/31/2008
- Milestone 1 - 04/15/2008: Complete 232 extended Period 1 refreshes
- Milestone 2 - 08/31/2008: Complete 178 additional Period 2 refreshes
- Project rebaselined for new milestones.

**Risks/Issues/Lessons Learned:**
- 8 Refreshes per/day required to complete 232 by 04/15/08
- Customers rescheduling/cancelling at last minute impacting schedule
- Decons completed the next business day mitigates customer issues

**Driving Requirement****: **NASA STD 2805G and NHQ ODIN Deliver Order Desktop Hardware / Software Baseline Product Suite (Attachment G).

**NASA HQ Computer Technology Refresh Project****Update****: ****March 25, 2008**

| G | G | G |
| --- | --- | --- |
| Cost | Technical | Schedule |

**Detailed Outcomes:**
- 3 Contact Attempts – 0
- Desubs – 12
- DNRs – 7
- _Refreshes - 97_
- Total – 116

**Period 2 SAE 2:**
**1. April 15****th**** –    50% (116 of 232)****	****0 VPEs* @ 100%**
_**2. August 31**__**st**__** -   0%     (0 of 178)**__**	**__**0 VPEs* @ 100%**_
**Project Total:   28% (116 of 410)       ****	****0 VPEs* @ 100%**
**	**
**	****	**** *****VPE = Validated Process Error**

## HQ’s Records Program Contacts

- The Headquarters Records Management Program support is provided by:
**  ****Patricia Southerland**, Mail Suite 4D-36
- 	202 358-0621 (*voice)*
*	*202 358-3066 (*fax*)
- 	Patricia.A,Southerland@nasa.gov
** ****Rhonda Benning**, Contractor Support, Mail Suite 1O-41
- 	202-358-0148 *(voice)*
- 	202-358-3724 *(fax)*
- 	Rhonda.K.Benning@nasa.gov

## Records Management Services

- Schedule records
- Archive records to the Washington National Records Center (WNRC) and National Archives and Records Administration (NARA)
- Assist in filling out forms:
- SF135 for FRC
- SF115 and/or SF258 for NARA
- Retrieve records from WNRC using the OF-11
- Provide individual training/small group training upon request
- Team with HQ Safety Officer to ensure records are stored properly
- Provide exit interviews *(record clearances)* for employees leaving the Center, i.e. retiring, resigning or returning to school, etc.
- Validate new file cabinet purchase requests

## Additional Information and Training

- For Records Management Training:
- _[https://satern.nasa.gov](https://satern.nasa.gov/)_
- For NASA Headquarters Records Management:
- _[http://www.hq.nasa.gov/itcd/records_manage.html](http://www.hq.nasa.gov/itcd/records_manage.html)_

## Headquarters Electronic Forms Contacts

- The Headquarters Electronic Forms Program support is provided by:
-   **Patricia Southerland**, Mail Suite 4D-36	202 358-0621 (voice)	202 358-3066 (fax)	_[Patricia.A.Southerland@nasa.gov](mailto:Patricia.A.Southerland@nasa.gov)_
**Ellwood Annaheim**, Contractor Support	202-358-0830 (voice)	_[Ellwood.J.Annaheim@nasa.gov](mailto:Ellwood.J.Annaheim@nasa.gov)_

## The NASA Electronic Forms (NEF) Web Site

- All NASA forms have been consolidated and are available on the NASA Electronic Forms (NEF) Web site:
- _[http://nef.nasa.gov](http://nef.nasa.gov/)_
- The HQ Electronic Forms Web site where you currently go to download forms will be retired on Wednesday, April 2, 2008 (updated 3/25/08)
- Beginning Thursday, April 3, 2008, (updated 3/25/08) all NASA users must begin using the NEF Web site to download electronic forms
- IT Notice will be distributed on Monday, March 31, 2008 (updated 3/25/08) informing all Headquarters employees of this change

## Additional Information and Instructions

- NASA Headquarters Electronic Forms informational Web page:
- _[http://www.hq.nasa.gov/itcd/eforms.html](http://www.hq.nasa.gov/itcd/eforms.html)_
- NASA Electronic Forms search:
- _[http://](http://nef.nasa.gov/)__[nef.nasa.gov](http://nef.nasa.gov/)_