ITSD - IT Service Group (ITSG): VMIT

Overview: VMIT IT Service Group (ITSG)

The Veterinary Medicine IT (VMIT) IT Service Group supports all end users in the College of Veterinary Medicine with locations at:

• Cornell Campus (Ithaca) including offices in Baker Lab on East Hill
• Duck Lab ON Long Island
• Quality Milk Production Services (QMPS) Labs in Canton, NY, Cobleskill, NY and Geneseo, NY

This ITSG has IT technical support staff to whom the IT Service Desk may escalate incidents. Operating hours for the ITSG are:

• Monday-Thursday: 8:00am to 4:45pm
• Friday: 8:00am to 4:00pm
• plus after hours IT support for the 24/7 Animal Hospital and other areas of the Vet School

You can find more information about the Veterinary Medicine IT service group online.

ezyVet

Images are passed between PACS and EzyVet, and both are on-prem systems. VMIT needs to triage issues first and can engage CIT, if necessary. The web site pacs.vet.cornell.edu needs to be online for EzyVet to work. 

The ITSD should be aware that there are two software products supported by VMIT with similar names:

• ezyVet
• EasyVet (aka VetZ) at Ruffian

EasyVet software is used at Cornell Ruffian Equine Specialists in Elmont, NY. This location information may help determine which program (ezyVet vs. EasyVet) that a customer contacts the ITSD about.

CVM VPN INFO: CVM VPN SETTINGS

***Be aware of the possibility of a space being placed at the end of a NetID when entered into the Anywhere client. This will cause a login error, bad username/password. 

Email

End users in the VMIT ITSG may email incidents or requests to one the existing departmental IT support email addresses listed below (these email addresses have not changed) or submit an online support request (https://www2.vet.cornell.edu/about-us/information-technology).

The ITSD will provide support for requests and incidents sent to:

• FSLIB-IT@cornell.edu for IT support in the Flower-Sprecher Library
• VMIT-ETI@cornell.edu for Educational Technology and Innovation support in the Vet School (added January 25, 2016).
• vmithelpdesk@cornell.edu to create incident in the ITSG Vet School - Service Desk queue (added 3/26/2018)
• VMIT-SYSMGR@cornell.edu to create incident in the ITSG Vet School - Service Desk queue (added 05/04/2018)

NOTE: These email addresses create tickets in the CIT - CX - ITSD ITSG Vet School TeamDynamix queue.

TeamDynamix Support Group

CIT - CX - ITSD ITSG Vet School

Products

The CVM Intranet will now be hosted as a Drupal 9 site.  Drupal is the same content management system used at the college for our external web site and is familiar to all content editors. 

The new site will replace the current intranet - http://web.vet.cornell.edu.  For a sneak preview, visit https://intranet.vmit.cucloud.net.  Please note, users will still need to be on the VPN or a campus network to access the site. 

Below please find other information regarding the CVM Intranet:

• Web.vet.cornell.edu will be redirected to this new site.  Users will not have to update any bookmarks or links. 
• The site has an integrated "search" functionality allowing you to find information quickly. This is in the top right corner of the site. 
• Since this is a Drupal site, the CVM community can now manage content without IT assistance.  No more tickets to IT are needed (Of course, we are always here to help). 
• The student site has also undergone a redesign and https://students.vet.cornell.edu now has content being managed from Canvas.
• Faculty have their own new dashboard located here https://app.vet.cornell.edu/faculty-dashboard/.

Below is a table of some common types or incidents and requests we may see for this ITSG and the related TeamDynamix products to select. This table is simply to provide a reference. Certainly, there may be requests or incidents where additional products apply and thus should be cased using the appropriate product in TeamDynamix.

Animal Tracking report for QMPS:
https://ahdc.vet.cornell.edu/internal/animaltracking/default.aspx

Escalation

Support Escalation for COVID 19 Sample Collection Sites

Sample Collection Site Support Info

Known Escalations

System Compromises

If a user reports a virus, Trojan or any suspected system compromise, DO NOT ATTEMPT REMEDIATION. The ITSG is required to first assess the potential for data loss and take action based upon those findings. If the ITSD or user attempts remediation, it hinders the ability to assess the institutional risk. When system compromises are reported from the VMIT ITSG, set priority to high and escalate to the ITSG per the procedures below.

Wired Network Issues

The Vet School used fixed IP addresses on their wired network (not DHCP). So, all wired networking incidents need to be escalated back to VMIT.

Wireless issues may be handled as an ITSD supported case.

ESCALATE as follows:

PHONE ESCALATIONS

For urgent requests via phone, the Central IT desk should immediately contact the service group:

• during the ITSG's business hours: 607-253-3606
• after the ITSG's business hours: 607-342-0460

Please also case a ticket for escalation as follows:

Use the Assign Workflow Function and choose Move to - CVM