Embedded Files
Effective MONDAY, JUNE 10, 2024
All IT support systems will be migrated to the MNG support desk.
Note: you are encouraged to start this new method immediately. However as of Monday, the old communications methods will be shut down and no longer be monitored.
As part of this migration process, the NEPA IT team will be adopting the support standards utilized by all MNG properties. Please review the following information carefully, there are important changes that will change the way that NEPA staff communicate issues and emergencies to both NEPA and MNG IT.
Summary of processes and functions that will change: (details on new procedures further below)
There will no longer be a direct helpdesk call in option, all calls coming into the old helpdesk phone number will hear a reminder message of this change and then disconnect.
There will be no support email address like helpdesk@scrantontimes.com or scrantonit@northeastpubs.com to email requests to. (We will continue to use this specific account to communicate important technology related information to all staff, but emailing this address will not open a ticket.) Also, this email is not regularly monitored, so replies or new messages may go unseen.
All tickets / requests are required to be submitted through the MNG support portal - for all standard requests as well as all emergency or after-hours production emergencies. You will access this tool by either using the Company Support life preserver icon displayed on your desktop; or, you can go directly to the following URL in a browser https://mnghelp.medianewsgroup.com . If prompted, use the Google login option and your MNG email and password to connect. If you are already logged into email on your browser, you will not be prompted to log in. Feel free to bookmark that link as well for fast access.
An EMERGENCY USE ONLY phone number is available to use ONLY in cases that keep a user from physically opening a ticket in the portal. Examples of this include things such as, loss of network, hardware failure, or otherwise unable to access the portal via computer to open a ticket. You will be able to leave a voicemail to indicate your name, the site / cluster you are with (NEPA) the system you are having an issue with and a number to return your call. Someone will then respond by calling back or emailing - Advise on the message if you are also unable to see email on your mobile device for some reason so the tech knows they must call you directly.
There will be 3 general types of tickets you will create, General Tech support, Emergency support and Onboarding support (Managers are also instructed by HR after notifying them to open a 'General support' ticket for any staff that may be departing - to advise IT of any account offboarding required removal of account access, recovery of equipment etc...)
GENERAL TECH SUPPORT:
From the home screen of the Support portal Click the large 'SUBMIT A TICKET' Button
Choose the 'GENERAL TECH SUPPORT' option
Choose 'MNG - I am having an issue... and need general IT support'
Select your location from the dropdown - 'NEPA'
Enter a brief description of the problem (think 'subject line of an email') ex. "unable to access Merlin"
If you need to cc someone on the ticket add them
From the 'I am having a problem with' menu please select the specific system, if there is no option for your request or you are unsure of what to select, you can choose 'Not Sure - I just need help'
Enter a timeframe that you are available.
Enter the best number to reach you if a call is required
Let us know if this issue is 'preventing you from doing your job' (ex: cant access Vision Data - Yes / can someone add me to a mailing list - No.)
Describe the issue in as much detail as possible: Including any recent changes, or symptoms that you may have noticed.
Add any attachments that you may have, by drag and drop or click the 'choose files" button and select them to attach.
If you would like to attach a screen shot when submitting the ticket, you can click the selection box at the bottom of the ticket. on clicking submit a window will open, on the top of that empty popup you can choose 'region' or 'all' this will allow you to select only a portion of your screen to include with the ticket or all your screens in a single shot. You can move that small pop-up window to the side before you select what you want to capture so it's not covered.
EMERGENCY SUPPORT: (This is used for Critical support on revenue-based systems. This will page technicians and is meant for critical issues only!!)
From the home screen of the Support portal Click the large 'SUBMIT A TICKET' Button
Choose the 'EMERGENCY SUPPORT' option
Choose '!!EMERGENCY!!''
Select your location from the dropdown - 'NEPA'
From the 'I am having a problem with' menu please select the specific system this is related to. You will note that this has options for Vision Data, Newzware, and BLOX, among all other production systems. This is very important because it will route the emergency ticket to the appropriate team for each system.
Fill in the remainder of the ticket as completely as possible
You must check the box that states 'Acknowledgement - I acknowledge by signing the box below that this is a (TRUE) emergency'
Sign the box below with your mouse or finger if on a mobile device.
Submit
The appropriate staff will be alerted to your emergency and will respond
ONBOARDING REQUEST: (managers and supervisors, beyond working with HR on a new hire, you will also be instructed by HR to open an onboarding request in the system)
From the home screen of the Support portal Click the large 'REQUEST SERVICE' Button
Scroll down and locate the 'NEW ONBOARDING REQUEST' Button
Click the link in the resulting window to open the onboarding form. (Or you can click the submit button to have the link emailed to you.)
On the resulting form, fill in all relevant data related to the new employee filling in all required fields and selecting next at the bottom of each page.
Items to note:
If a new employee will take over someone's phone number, please indicate that
'User to Emulate' is very important, name a user that has the same types of permissions, department, location and access that the new employee needs, this is used to model the new account.
On the 'Site' question, NEPA currently does not exist you should use OTHER
Under additional resources, note any shared drives or delegated mailboxes or Groups that the user should be added to.
Under equipment required, select NO- unless a NEW purchase is explicitly required for the employee, the new employee will be provisioned from stock. IT will inform you if a purchase is required otherwise.
The next questions are related to account creation for different systems; advertising, editorial, etc. Select as needed, and fill in the details. where asked for the name of the system required, if NEPA Specific systems are not named use the 'OTHER' selection and enter the appropriate system name (Vision Data, BLOX, Newzware).
As with the current system, once you open a ticket you will be able to communicate with the technician directly via email, by replying to each ticket update email with any relevant information. You can also manage and update your tickets from the portal itself by clicking on the TICKET UPDATES button on the portal home screen. Clicking on the specific ticket and writing your message in the Discussion box and then hitting send. You can also review the ticket details as well as the timeline for all of your tickets from this screen. Lastly you also have the ability to cancel or close the support ticket on your own if it is no longer required.
---------------------------------------------------------
Glenn Knarr
I.T. Manager
Northeast PA Publishing Group
of MediaNews Group
305 Linden St., Scranton, Pa 18503
570-504-8217
Report abuse