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On This Page:

• Java Versions
• Purpose
• Scope
• DWD Responsibilities
• PC Issues / Customizations
• HOD Online

Content Contact:

David Buroker
DWD Service Desk

Host On-Demand Support

Important: Java and Host On-Demand

HOD v10 – JAVA JRE version 6 update 23 or lower.
HOD v11 – JAVA JRE version 6 update 29 or lower.
HOD v11.0.6 - JAVA version 6 through update 31 and JAVA version 7 through update 5

Purpose

The purpose of this document is to define the extent the DWD Service Desk will support HOD and to provide links to online information available to assist local IT Staff in supporting their HOD users.

Scope

This document applies to Partner Agencies using Partner or DWD owned hardware to access HOD through Badgernet or using their own Internet Service Provider. DWD staff on Partner Equipment or personally owned PCs are supported the same.

DWD Service Desk Responsibilities

Service Desk General Responsibilities:

• Verify internal and external access to HOD is available.
• Define what can be supported.

Connectivity thru Badgernet (internal)

For DWD and NON-DWD staff, using NON-DWD supplied PCs the DWD Service Desk can

• Verify the circuit is up.
• Verify the router configuration on the DWD side is correctly configured.
• Perform basic trouble shooting for problems that may be caused /resolved on the state side.
• Escalate problems to DOA.

For Non-DWD staff using DWD owned PCs, the Service Desk will offer full machine support including escalation to the 3rd level of support which may include rebuilding/replacing the PC.

Connectivity through Wiscnet or local Internet Service Provider (external)

The DWD Service Desk can provide routine external connectivity support by helping verifying HOD state servers are up. For other issues the local IT staff will need to diagnose/resolve the problem.

PC Issues/customizations

DWD Service Desk is NOT responsible for making changes, installing software on NON-DWD PCs nor supporting HOD customizations. For these problems local IT staff should be the first contact. DWD can possibly provide suggestions to local IT staff if they contact the DWD Service Desk. Questions involving changing the look and feel of HOD should also be routed to local IT Staff.

Many Spyware, Adware, Freeware, etc programs are known to cause problems with HOD. Local IT Staff should prevent these type of installations or remove them when HOD problems exist.

HOD Online

HOD Online (Requires DWD workweb access) - Information, Access, FAQs, Requirements, etc.