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Knowledgebase

IT_Help Knowledgebase formerly located on the Intranet

1. ADP

1.1. ADP VZW Transfer Paperwork

See Attached Documents.  Information you will need: (Cost Center: 2211000 / Account #: use the one that is on the form)

1.2. ADP ATT Phone Transfer

See Attached Documents.

1.3. Mobile Deletion Acknowledgement

Print, read, and sign the attached document.  Then scan it and email the signed form to IT_Help@rightthinginc.com

1.4. Java Plug-In Fix

See attached file.

1.5. Locked out of ADP Portal

Unfortunately, IT Help does not have control over the ADP portal.

Please contact the ADP HR & Payroll Resource Center at 1-877-237-4711 and they can assist you.

1.6. ADP Mobile for eTime

How do you do it?  Just a "few" clicks on your computer.

  1. Mobile.adp.com
  2. Enter your user ID
  3. Press login
  4. Enter your portal password
  5. Press login
  6. Accept the terms of use (first time only I believe)
  7. Press the clock
  8. Press punch in or punch out
  9. Press confirm
  10. You should see that the action was accepted and you're "in" or, "out"

2. AV Equipment (Findlay Office)

2.1. Room 1033 Equipment

2.2. Room 1035 Equipment

2.3. Room 111 Equipment

3. Email

3.1. ADP - Add Client Mailbox to Outlook

See Downloads section

3.2. Stored Logons/Control Keymgr.dll

3.3. Configure Profile while in office

3.4. Outlook Web Access(OWA) Link

https://owa.rightthinginc.com/

Username: trtstaffing.com\Firstname.Lastname

3.5. Email Management Services(EMS)

https://dell2.messageone.com/wfe/

3.6. Username and Password Outlook

Mostly for users while NOT in an RTi office.

3.7. Recover Deleted Items

Within Outlook, Go to the Folder tab and then click the Recover Deleted Items button.  Select the message you would like to recover and then click the Recover Selected Items button at the top. 

3.8. Outlook Archive Client Mailbox

See Attached File

3.9. Outlook Out of Office

See Attached File

3.10. Add Client Mailbox to Outlook Profile

See Attached File

3.11. Add RTI email to ADP Laptop

See attached guide.

3.12. Signature Setup

See Attached File

3.13. Create 2012 Archive and Set Up Auto-Archiving

3.14. Manual Archive, Create 2013 PST, and Setup Auto-Archiving

3.15. Outlook Add PST to Profile

See Attached File

3.16. Outlook Archive Procedures

See Attached File

3.17. Outlook Personal Distribution List / Group Contact

Please reference the attachment on this page.

3.18. Outlook Profile Setup Instructions

See Attached File

3.19. Send "From" a mailbox

1. Open a new email message 

2. Select the Options tab 

3. Select From in the ribbon 

4. In the area of the email message where you see To, CC, and now From > Click From button > Other email address... 

5. Enter "[the mailbox you want to send from]" 

3.20. Distribution Group Management

Use the attached document for instructions on managing an email distribution list that you are an owner.

3.21. Turn Off Cached Mode

3.22. Spam Manager

See attached document.

3.23. Change ADP Email Address

Changing your ADPemail address is a self service available through the ADP Associate Portal.

My Life  -->  My Information -->  My Info Section  -->  Click "Preferred Name"  -->  Keep email address the same  -->  CONTINUE  -->  EDIT Preferred Name

4. Fax2Mail

4.1. Removing Password from Protected PDF

4.2. Sending fax

 

Sending a fax through Premiere Global Fax 2 Mail

T:\IS\Documentation\Training\Fax2Mail\PGi_SendingFax2Mail.doc

If you have rights to send as the client email address that receives faxes through PGi:

1. Create a new email message.

2. If required, attach the documents you wish to send as faxes. Multiple documents

can be attached to a single email and they will all be delivered to the recipient as a

single transmission.

3.

In the "FROM:" field on the email select the client email account that you have

rights to send on behalf of and that has a PGi fax number from the Global

Address List.

If you do not have rights to send on behalf of an email account the

message will fail. If the account you are sending from does not have a PGi fax

number associated the message will fail

4. In the "TO:" field on the email enter the recipient's fax number followed by

@fax2mail.com

. The complete address should appear as in this sample:

4043331234@fax2mail.com Notice that there are no dashes between numbers; no

spaces or additional characters.

5. Send the email.

Help with this also available through PGi's web site:

https://www.fax2mail.com/help/index.jsp?handle=sendingAFax&name=Sending+a+Fax

5. Internet

5.1. IE11

See file in "Downloads" section

If you are on an ADP computer, you do not need to complete this guide

5.2. Browser - Clear Cache

http://www.wikihow.com/Clear-Your-Browser's-Cache

5.3. Web Page(s) Not Loading

Try resetting your Internet Explorer settings:

  1. Close all but one IE window
  2. Click on the gear icon in the upper right of the IE window
  3. Select Internet Options
  4. Click the Advanced tab
  5. Click the Restore Advanced Settings button near the bottom
  6. Click the Reset button near the bottom
  7. Click Reset on the new box that opens  
  8. Close and then reopen Internet Explorer

6. Intranet

6.1. RTI Building Mgmt Contacts

6.2. Name Punctuations

http://hearnames.com/

6.3. Map Quest

http://www.mapquest.com/

6.4. Dialing Area Codes Lookup

http://www.numberingplans.com/?page=dialling&sub=areacodes

6.5. Area Code Finder

http://www.bennetyee.org/ucsd-pages/area.html

6.6. Time Zone Map

6.7. Time Zone Conversion

       
EST CST MST PST
8:00 AM 7:00 AM 6:00 AM 5:00 AM
8:15 AM 7:15 AM 6:15 AM 5:15 AM
8:30 AM 7:30 AM 6:30 AM 5:30 AM
8:45 AM 7:45 AM 6:45 AM 5:45 AM
9:00 AM 8:00 AM 7:00 AM 6:00 AM
9:15 AM 8:15 AM 7:15 AM 6:15 AM
9:30 AM 8:30 AM 7:30 AM 6:30 AM
9:45 AM 8:45 AM 7:45 AM 6:45 AM
10:00 AM 9:00 AM 8:00 AM 7:00 AM
10:15 AM 9:15 AM 8:15 AM 7:15 AM
10:30 AM 9:30 AM 8:30 AM 7:30 AM
10:45 AM 9:45 AM 8:45 AM 7:45 AM
11:00 AM 10:00 AM 9:00 AM 8:00 AM
11:15 AM 10:15 AM 9:15 AM 8:15 AM
11:30 AM 10:30 AM 9:30 AM 8:30 AM
11:45 AM 10:45 AM 9:45 AM 8:45 AM
12:00 PM 11:00 AM 10:00 AM 9:00 AM
12:15 PM 11:15 AM 10:15 AM 9:15 AM
12:30 PM 11:30 AM 10:30 AM 9:30 AM
12:45 PM 11:45 AM 10:45 AM 9:45 AM
1:00 PM 12:00 PM 11:00 AM 10:00 AM
1:15 PM 12:15 PM 11:15 AM 10:15 AM
1:30 PM 12:30 PM 11:30 AM 10:30 AM
1:45 PM 12:45 PM 11:45 AM 10:45 AM
2:00 PM 1:00 PM 12:00 PM 11:00 AM
2:15 PM 1:15 PM 12:15 PM 11:15 AM
2:30 PM 1:30 PM 12:30 PM 11:30 AM
2:45 PM 1:45 PM 12:45 PM 11:45 AM
3:00 PM 2:00 PM 1:00 PM 12:00 PM
3:15 PM 2:15 PM 1:15 PM 12:15 PM
3:30 PM 2:30 PM 1:30 PM 12:30 PM
3:45 PM 2:45 PM 1:45 PM 12:45 PM
4:00 PM 3:00 PM 2:00 PM 1:00 PM
4:15 PM 3:15 PM 2:15 PM 1:15 PM
4:30 PM 3:30 PM 2:30 PM 1:30 PM
4:45 PM 3:45 PM 2:45 PM 1:45 PM
5:00 PM 4:00 PM 3:00 PM 2:00 PM
5:15 PM 4:15 PM 3:15 PM 2:15 PM
5:30 PM 4:30 PM 3:30 PM 2:30 PM
5:45 PM 4:45 PM 3:45 PM 2:45 PM
6:00 PM 5:00 PM 4:00 PM 3:00 PM
6:15 PM 5:15 PM 4:15 PM 3:15 PM
6:30 PM 5:30 PM 4:30 PM 3:30 PM
6:45 PM 5:45 PM 4:45 PM 3:45 PM
7:00 PM 6:00 PM 5:00 PM 4:00 PM
7:15 PM 6:15 PM 5:15 PM 4:15 PM
7:30 PM 6:30 PM 5:30 PM 4:30 PM
7:45 PM 6:45 PM 5:45 PM 4:45 PM
8:00 PM 7:00 PM 6:00 PM 5:00 PM
8:15 PM 7:15 PM 6:15 PM 5:15 PM
8:30 PM 7:30 PM 6:30 PM 5:30 PM
8:45 PM 7:45 PM 6:45 PM 5:45 PM
9:00 PM 8:00 PM 7:00 PM 6:00 PM

6.8. Zip Code Lookup

http://zip4.usps.com/zip4/welcome.jsp

6.9. RTI Project Setup

https://client.rightthinginc.com/RTI/mspsetup/RTI/ProjectEditor.aspx

6.10. Client VM Instructions

6.11. Message Labs SPAM Manager

https://spammanager-3.messagelabs.com/login.xsp

6.12. ADP Associate Portal

https://myadp.adpcorp.com/wps/portal/Login/!ut/p/c5/04_SB8K8xLLM9MSSzPy8xBz9CP0os3hnd0cPE3MfAwMLFzcLAyMnUzPPQAMXAwNfM_1wkA6zeAMcwNFA388jPzdVvyA7rxwAI9wpVw!!/dl3/d3/L2dBISEvZ0FBIS9nQSEh/

6.13. Merriam Webster Online Dictionary

http://www.merriam-webster.com/

6.14. ADP Manager Portal

Some users have reported issues with the Manager Portal and approval of time from their RTi laptops.  Spoke with an ADP RLS team member and he stated that it could be the Java version(16 is the tried and true but up to 24 has been tested and works) but the screenshot below has resolved the issue as well and worked for Rob Uff.

  1. Start -  Control Panel - - Java
  2. Go to Advanced tab and then uncheck Enable Next Generation Java Plug-In
  3. Restart Internet Explorer if it is open
  4. The portal takes a while to load the first time, but as long as there is green bars at the bottom it should load.  Once loaded the page is rather quick.See attached

See attached picture

7. Live Meeting

7.1. Live Meeting Won't Load Properly

When you download and open the "Launch.rtc" file and it does not properly open Live Meeting and allow you to join, it is likely due to a file type association (i.e. what program opens up certain file types).

 

1. Start > Default Programs (on the right) > Associate a file type or protocol with a program

2. Scroll far down the list to .rtc (not .rtc-ms).

3. If the Current Default for .rtc is Microsoft Office Live Meeting, this will need to be changed to Microsoft Office Live Meeting Router

4. Double-click on .rtc to bring up the Open With... window and click Browse... in the bottom-right

5. In the bottom-right of the new window, just above "Open" and "Cancel" click the drop-down menu and select All files (*.*)

6. Now navigate to C:\Program Files (x86)\Common Files\microsoft shared\LiveMeeting Shared and choose RtcRouter.dll

7. Try to open the launch.rtc file again

8. Mobile

8.1. ADP Mobile Phone - International Usage

On ALL mobile phones, where ADP pays for the monthly service, please ensure that you read and follow the guidelines on the attached document. Failure to do so could result in you paying the above/beyond usage chages if this is a non-business related trip.  Also, contact IT_HELP to turn on International Coverage a week prior to your trip.  We need to know your phone number, vendor, and countries.  When you return, contact IT_HELP to remove this coverage.

8.2. Aircard Check-out

Aircard Sign-out

RTi has several AirCards available to be used as loaners.  This is so that when you are traveling for business or visiting a client, that you have access to RTI/ADP resources (ie: email; RTI Networks/Share Drives; etc).  Most clients have a guest network that you can utilize, therefore, an aircard might not be needed.

 

Please adhere to these guidelines:

  • The aircard MUST be returned by the date indicated on the sign-out spreadsheet. 
  • The aircard is only borrowed for business travel/visiting clients
  • If you have an aircard checked out and you are NOT traveling for business or visiting a client site, please return this to IT (Findlay Office – 2 Right Way S)

 

Process to check out a Loaner Aircard:

  • Find available card and sign up on one of the spreadsheets
  • Notify IT_HELP
    • If in the Findlay office, email IT_HELP on the Reservation Day.  IT is available M-F 7:00 a.m. – 5:00 p.m. ET
    • If in the Wayne office, please see Joe D'Antonio.
    • If remote, Reservation Begin/End Date need to include shipping time.  Notify IT_HELP with the shipping address.  Please notify IT as soon as possible, as we prefer to ship 2 day ground.
  • Return Aircards
    • If you work in the Findlay office – return to front cubes in row 2Right Way S.
    • If you work in the Wayne office, please return to Joe D'Antonio.
    • If you are remote, a UPS return label will be included when the aircard is initially shipped.  Please use that label to return the aircard.

 

 

9. Password Resetting

9.1. Network Password Change\Resetting

View Document Attached

9.2. ADP Laptop/PC Login/Password Assistance

For assistance with this issue on your ADP laptop, please reach out to the ADP ITSC at 877-487-2911 to get assistance. 
They can unlock your computer and also assist with changing your password.

10. Phone System

10.1. International Calls Time and Dialing Information

http://www.timeanddate.com/worldclock/dialing.html

10.2. International Calling

PART-TIME ASSOCIATES MUST BE LOGGED IN AS AN AGENT TO MAKE INTERNATIONAL CALLS FROM THE OFFICE.

The instructions are typically in the front of all phonebooks or you can use the web site below for information on making International calls

Calls to the Bahamas , Bermuda , Canada , Puerto Rico, the Virgin Islands and the West Indies may be made using domestic long distance dialing patterns. However, international call rates may apply.

To make International Direct-dial calls: <7 > international access Code + Country Code + City Code + Local Number
  • Example 1: To call a number in Sidney, Australia , dial: <7> + 011 + 61 + 2 + <local number> Wait at least 45 seconds for ringing to start.
  • Example 2: To call a number in Singapore (there is no city code), dial: <7> 011 + 65 + <local number>


We seem to be having more and more international calls to make for phone interviews and experiencing many problems.
Please make sure you ask the candidate the digits that need to be dialed from the states to reach them.
To make an international call from an RTI office phone you must dial 7-011 and then we need a country code and city code and then the telephone number.
Most of the candidates know what digits must be dialed when they are called from the states and are happy to share that information when asked.
The telephone number in the primary field is rarely correct since international telephone numbers vary in the number of digits and the primary field will only allow 10 digits. Please capture the information from the candidate and put it in the notes field and send a quick email to the interviewer.

 

10.3. 911 Calls

 911 Calls

Please be advised that you will have to dial <7> 9 1 1 to make an emergency call.  The police are required to respond to all 911 calls so even if you accidentally dial 911 from the office please stay on the line to talk to the operator and provide your name and the purpose of the call

 

10.4. Mutare Enabled Voicemail(EVM)

See Attached File

10.5. Voicemail User Guide

See Attached File

10.6. Agent Shortcuts

See Attached File

10.7. International Calls

International Calling
PART-TIME EMPLOYEES MUST BE LOGGED IN AS AN AGENT TO MAKE INTERNATIONAL CALLS FROM THE OFFICE.

The instructions to make international calls are typically in the front of all phonebooks or go to TELECODES for country codes and instructions

Calls to the Bahamas , Bermuda , Canada , Puerto Rico, the Virgin Islands and the West Indies may be made using domestic long distance dialing patterns. However, international call rates may apply.

To make International Direct-dial calls: <7 > international access Code + Country Code + City Code + Local Number

Example 1: To call a number in Sidney, Australia , dial: <7> + 011 + 61 + 2 + <local number> Wait at least 45 seconds for ringing to start.

Example 2: To call a number in Singapore (there is no city code), dial: <7> 011 + 65 + <local number>

10.8. 411 Information Calls

411 Information Calls

Phone companies are charging us $1.00 or more for 411 / information calls when they don't have to be used.
When you need to use the 411 / information option, simply dial 1 800 FREE 411 or 1 800 373 3411 without incurring a charge at all except for the minutes required to make the call. Works on home phone also.

10.9. Avaya 4610 Phone Instructions

See the attached document

10.10. Avaya 4610 Phone ACD Shortcuts

LOGIN

 

To receive ACD calls an agent must log into the system.

  1. Press the Line/Feature button next to Login.

u  Speaker will automatically be activated.

  1. Enter your new 4-digit Login ID Number.
  2. Enter your Login Password (last 2 digits of your Login ID)

u  If login is successful, the agent automatically enters Auxiliary Work mode.

u  Auxiliary Work will be highlighted on your telephone screen and the agent hears the confirmation tone.

  1. Hang up by pressing the Speaker button.

AUTO-IN

 

When agents disconnect from one ACD call, they will automatically become available for answering new ACD calls.

 

  1. Press the Auto-In button.

u Auto-In will be highlighted on your telephone screen.

u Agent is now available to take ACD calls.

AUX-WORK (AUX)

 

An agent should enter the Auxiliary Work mode whenever they are unavailable to take ACD calls.

 

  1. Press the Aux Work button.
  2. Enter the Aux Work Code.

Reason Codes:

1       Break                        

2       Lunch                        

3       Meeting

4       Call Follow Up

5       Interview

u Aux-Work will be highlighted on your telephone screen.

AFTER CALL WORK (ACW)

 

An agent should enter ACW mode when he or she needs to finish work that relates to the previous call.

 

  1. Press the ACW button.

u ACW will be highlighted on your telephone screen.

 

VUSTATS

 

This feature button displays current split data using pre-defined parameters such as number of calls waiting, number of agents in After Call Work etc. 

  1. Press the VuStats button to display data for agent's split.
  2. Press theNormalbutton.

 

LOGOUT

 

When an agent leaves at the end of the day they must logout.

  1. Press Line/Feature button next to Logout.

u If logout is successful, the agent hears confirmation tone.

11. Printers

11.1. Home Printer Request

Please see attached device

11.2. Lebanon Printers

Printers

The printers nearest the development staff are:

Printer

IP Address

Recommended Driver

HP LaserJet 4240n

10.15.23.48

HP LaserJet 4250 PCL6

Konica Minolta Bizhub 200

10.15.23.49

Konica Minolta C353 Series PS(P)

HP LaserJet 4050

10.15.23.47

HP LaserJet 4050 Series PCL 5

Dell 5100CN PS  -  10.15.23.45

 

In Windows 7:

  1. Open your Start menu and click on Devices and Printers. In the window that opens click on Add a printer (just under the address bar).
  2. The first window allows you to choose between "Add a local printer" and "Add a network, wireless or Bluetooth printer". It sounds counter intuitive, but select Add a local printer.
  3. On the next screen, select the Create a new port option and select standard TCP/IP Port from the drop down menu.
  4. In the next screen, enter the IP address for the machine hosting the printer. The port name will automatically take the IP address as it's name.

    RTI Computer:
    • 10.15.23.45 - Dell 5100CN PS
    • 10.15.23.47 - HP LaserJet 4050 Series PCL 5
    • 10.15.23.48 - HP LaserJet 4250 PCL6
    • 10.15.23.49 - Konica Minolta C353 Series PS(P)

      ADP Laptop:
    • 11.56.105.45 - Dell 5100CN PS
    • 11.56.105.47 - HP LaserJet 4050 Series PCL 5
    • 11.56.105.48 - HP LaserJet 4250 PCL6
    • 11.56.105.49 - Konica Minolta C353 Series PS(P)

  5. Keep the "Query the printer and automatically select the driver to use" checkbox selected. Click Next to continue.
  6. If you are installing the Konica Minolta printer, then you may see a window stating, "The detected device is of unknown type..." If you see this choose "Minolta Network Printer" from the drop-down list, and then click Next.
  7. The next window will ask you to select a driver. Use the recommended one from the list above and click Next (If the driver is not in the list, click Windows Update to update the list)
  8. Choose a printer's name, and set as the default printer if desired and click Next.
  9. The next screen allows you to print a test page. Print it to verify your settings and then click Finish. Go get your printout.

 

11.3. Wayne Printer Setup

See Attached File

11.4. Findlay Printer Setup

Findlay Printers are setup upon log on to a computer.  If you fail to see the printer you are looking for, open a HelpSpot ticket with IT_Help and we will gladly assist in getting these working for you. 

12. Remote Guides

12.1. Full-Time Home Office Guidelines

Remote Full-Time Employees - Home Office Guidelines

I know there have been several questions about what is reimbursed for home offices. Please review the guidelines below and let me know if you have any questions.

These guidelines are for remote full-time employees that work out of a home office. If/when office space is made available in your area, the home office reimbursement will be terminated.

 

Internet Access:

  • The employee is responsible for contacting a vendor in their area to setup this service.
  • The monthly charge can be billed back to RTi via the Employee Expense Reimbursement Form.
  • Installation / home wiring / wireless networks are NOT included, therefore are NOT reimbursable.
  • Monthly billing should be in the $30-50 range. If outside of that, contact IT before installing.
  • You must have high speed. Examples of ISP options are:
    • Cable (ie: TimeWarner)
    • DSL (ie: Verizon, AT&T)
    • Dish Satellite

 

Business Phone Line

  • The employee is responsible for contacting a vendor in their area to setup this service.
  • The monthly charge can be billed back to RTi via the Employee Expense Reimbursement Form.
  • Installation / home wiring is NOT included, therefore are NOT reimbursable.
  • Monthly billing should be in the $20-50 range. If outside of that, contact IT before installing.
  • Must include the following
    • Unlimited Long Distance charges included in the monthly billing
    • Voice-Mail
  • Once this is installed, you need to send the business phone number to IT so that your RTi phone extension can be forwarded to this number. The extension is for internal employees to contact you and forward voicemails to your home office voicemail only. Do NOT provide your clients/other contacts this extension, as you should be giving out your home business phone number so that you can be contacted directly.
  • If you need a phone/headset, you can purchase any unit and expense back up to $60.00. Suggested units:
  • Panasonic KX-TS105B $29.95

http://www2.panasonic.com/webapp/wcs/stores/servlet/vModelDetail?storeId=15001&catalogId=13401&itemId=62837&catGroupId=25043&modelNo=KX-TS105W&surfModel=KX-TS105W&cacheProgram=11002&cachePartner=7000000000000005702

Panasonic KX-TCA92 Headset $29.95

http://www2.panasonic.com/webapp/wcs/stores/servlet/vModelDetail?storeId=15001&catalogId=13401&itemId=62816&modelNo=KX-TCA92&surfModel=KX-TCA92&cacheProgram=11002&cachePartner=7000000000000005702

Printer

  • 99% of what you do will NOT require a printer, therefore, this is not a reimbursable item.

Fax Machine

  • If a client account needs a fax number, this will be setup with a web based vendor. All in-bound faxes will be sent to an RTi mailbox, therefore, there is never a need for a fax machine in a home office. This is not a reimbursable item.

VPN Access

  • All RTi laptops are setup with access to the RTi VPN. This will give you access to the RTi servers. Please remember to only connect when needed. These VPN connections are shared among all of the RTi employees.

 

 

12.2. Part-Time Remote Guidelines

12.3. Remote Troubleshooting Guide

13. RightThingRecruit (RTR)

13.1. RTR Support

RightThingRecruit Support Options: 

All users should submit requests via the Bughost Help Ticket system in RightThing Recruit. This method can be used for any question, problem, or system update such as Automated Searches or User Permissions.   Given the high volume of requests, the Bughost Help Ticket system is the best way to insure your request is assigned and prioritized.    To activate a request within RTR, click the **Help tab** and then click the **Submit request or question** link

If you are unable to submit a help ticket within RTR due to RTR being down or inaccessible, you should email RTI_RTR@rightthinginc.com.

If you are sending a file (such as a screenshot) in conjunction with a service ticket that has already submitted, you should email RTI_RTR.  When sending support files, please reference your Ticket in the subject line.   

IT_Help does not have the ability to support RightThingRecruit

13.2. RTR Help Tab Service Tickets

SERVICE TICKETS

Service Tickets should be used whenever there is a problem, question, or issue with RightThingRecruit.   In the event you cannot access the RTR system, you may contact RTI_RTR@rightthinginc.com   This email should only be used when you cannot access the system proper.  Please use the help tab ticket submission only for RTR system questions & issues.  All other issues related to your computer, phone, email  and network should be addressed to IT_Help@rightthinginc.com .

 

TICKET SUBMISSION

The best way to access Service tickets is via the HELP tab on the left hand navigation.  The second option for access is via the Top Menu dropdowns; use Reports > Level 1 Tickets.  The final method of accessing your tickets is via the Dashboard widgets.  These other methods are reviewed at the end of this article.   The HELP tab functionality is the focus of this SOP. 

 

SUBMIT A TICKET

The only way to submit a ticket is to use the HELP tab and select the gold bug link (highlighted above) to "Submit request or question."  

 

SEARCH FOR TICKETS

You can access the advanced filter capability for tickets on the REPORTS / Level 1 Tickets report.   You can also search for tickets on the HELP tab to find other tickets by ownership (My most recent), ID #, OR keywords. 

 

SUPPORT & COMMUNICATION

Once a ticket has been opened & you are actively getting support, please continue to use the ticket to leave notes and attach any screenshots or support documents.

 

GENERAL TIPS & SUGGESTIONS

When you fill out a service ticket, please be as detailed as possible.  A screen shot is always recommended.  You can save the screen shot & attach it as a file.   Here are some examples of detail questions to help insure you have the most pertinent information.

  1. What req are you working on?
  2. What Candidate are you viewing?
  3. What task are you performing?
  4. How are you performing the task? (Which menu, command, etc...)
  5. What expected outcome is not happening?
    1. If there is an error message, please copy/paste or screen shot any error messages
  6. Are other users experiencing similar issues?

 

REPORTS > LEVEL 1 TICKETS

The Report menu options are very detailed; typically this menu is better suited for trends rather than ticket management.

 

DASHBOARD WIDGETS

From the Top navigation menu, hover on HOME and then select My Dashboard.  This option opens up the report widgets.  

Click on the golden bug Tickets box to activate service modules.  Once this is active, you can select the Tickets Submitted by Me category.  Once selected, click on the GO button at the bottom of the left navigation.   If you have CRM or AM responsibilities, you can activate this dashboard from inside your client engagement and review the Tickets Recently Changed option to see all the latest activity on the client.      The Tickets Submitted by Me widget will open in the main window and allow you to access the tickets directly from the page.

 

 

13.3. RTR Login

Please be aware that IT_Help does not have the ability to support RTR - however, this should address your question:

  1. To log into RTR, go to https://www.rightthingrecruit.com
  2. Your username will be Firstname.Lastname@rightthinginc.com
  3. If you are unsure what your password is, enter your username, leave the password field blank, and then click Login
  4. You can then click the "Email Password" link just below the log-in.  You will receive an email containing your username and password within a minute or two.

If you encounter a problem during this process, email RTI_RTR@rightthinginc.com

13.4. Show All Content Error

1. In IE9, Click Tools (looks like a gear in the very top right corner) in the menu bar and choose Internet Options from the drop-down menu.

2. Go to Security Tab > Click Custom Level option under Security level for this zone.

3. A new small window will pop-out (Security Settings). Scroll down and under Miscellaneous you will find Display Mixed Content. Select Enable.

4. Click OK, A box will pop-up (Click Yes), Click Apply and then Click OK.

5. Restart your Internet Browser for the change to take effect.

14. Software

14.1. Sametime - Minimize new message

  1. File > Preferences
  2. (on the left) Notifications
  3. Select One-on-one chat from the top list
  4. Uncheck Bring chat window to front
  5. Optional: Uncheck Play a sound
  6. Apply then OK

14.2. File Extensions/Formats

 Alphabetic File Extension List

14.3. WinZip Encryption

WinZip must be installed first:

Actions menu. WinZip® will ask for a password and encryption method **(use 256-Bit AES Encryption)** and then encrypt all files currently in the Zip file.

Any files in the Zip file that are already encrypted must first be decrypted before they are re-encrypted using the method and password you specified. WinZip will first try to decrypt the files using the current encryption password; if a file cannot be decrypted with this password, WinZip will ask you for the correct decryption password. If you are unable to supply the correct password, the file will be skipped, and it will remain unchanged in the Zip file.

Notes

It is more efficient to encrypt files while they are being added to the Zip file than to encrypt them after they have been added. To encrypt files while adding, simply check the Encrypt added files checkbox in the Add dialog.
You can also perform this action from the My Computer or Windows Explorer shortcut menu. Simply right click the Zip file and choose Encrypt from the WinZip shortcut menu.
This feature is available only for Zip files.

15. Security Card

15.1. Security Card

General Information:
HID Cards are made of PVC, except for the ProxCard II, which consists of a polycarbonate base with a PVC cover. Proximity cards contain an antenna coil and integrated electronic chip. Wiegand cards contain magnetic wire strips. Glossy finish PVC cards or direct print overlays are suitable for dye-sublimation printing of images, photos and text.

Care should be taken to follow HID's handling and printing recommendations.

Do Not Do The Following:

  • Do not use for any other purpose other than for access control or identification.
  • Do not leave in direct sunlight, for example on the dash of a car.
  • Do not expose to extreme heat or open flame. For example, clothes dryers or clothes irons.
  • Do not expose to organic solvents, thinners, mineral spirits, etc.
  • Do not machine wash.
  • Do not use as an ice scraper or scraping tool.
  • Do not crimp, bend, or twist card.
  • Do not re-laminate.
  • Do not immerse in alcohol, Isopropyl, ethanol, methyl, etc.
  • Do not bite.
  • Do not pound with a pen or tool.
  • Do not punch a slot or hole in an undesignated area.

Okay To Do The Following:

  • Place in a wallet or purse.
  • Direct image with dye sublimation printers.
  • Clean with a soft, non-scratching cloth and water.

16. VPN

16.1. VPN/Password Changing Errors and Solutions

Error: When signing into the VPN, you receive error "You are not allowed to sign in, please contact your administrator"

  • Solution:  You must use Internet Explorer or Network Connect when connecting to the VPN.  Firefox and Chrome are not compatible

 

Error: When attempting to change your password, you receive error "Configuration information could not be read from the domain controller because either the machine is unavailable or access has been denied."

  • Solution: This indicates you are not connected to the VPN.  Go to https://connect.rightthinginc.com via Internet Explorer and sign in

16.2. Using SSL VPN - Network Connect

See Attached File

16.3. VPN Troubleshooting

Follow the attached guide to uninstall and then re-install Juniper Networks software

17. Windows 7

17.1. Taskbar

See Attached File

17.2. ScreenShot

Laptop:
1. Alt + Fn + End/Print Screen
2. Then, Ctrl + V to paste the screenshot into a reply to this message

PC (or laptop using an external keyboard)
1. Alt + PrtScn (usually located near the top-right of your keyboard)
2. Then, Ctrl + V to paste the screenshot into a reply to this message

17.3. Snap

See Attached File

17.4. Shake

See Attached File

17.5. Set Default Printer

See Attached File

17.6. Pin to Start Menu

See Attached File

17.7. Minimize Windows - Show Desktop

See Attached File

17.8. Log In

See Attached File

17.9. Jump Lists

See Attached File

17.10. Connect to Wireless Network

See Attached File

17.11. Extended Desktop

  1. Right-click any blank area on the desktop > Select Screen resolution
  2. Click the drop-down menu for Multiple displays > Select Extend these displays > Apply
  3. If the screens are backwards (you need to go off of the right side to get to the left screen), you can hover over the 1 or 2 and drag them around to the proper orientation > Click Apply

 

18. Wireless

18.1. No Internet connection on Public or Guest Wi-Fi

Try this after connecting to their network:

  1. In Internet Explorer: Click the gear icon in top right corner
  2. Internet Options
  3. Go to the Connections tab
  4. Select LAN Settings at the bottom
  5. Uncheck all boxes, and then check the Automatically Detect Settings
  6. Close out of all the options windows leave just the "Page cannot be displayed" window open
  7. Refresh the page - hopefully the page will load

18.2. TRTCorporate Wireless Connection

Password: D#5stp7!Kr

18.3. TRTGuest Wireless Connection

Password: SEE IT in 2 South

18.4. Wayne Corporate Wireless Connection

19. Xpedite

19.1. Xpedite Training

voiceReach, AKA Expedite was purchased by EasyLink in 2011

The portal address has been changed to https://myportal.easylink.com

19.2. Xpedite Create Wav Files

19.3. Xpedite Creating List

20. ZScaler

20.1. Wireless won't get to Authentication Page

Try this after connecting to their network:

  1. In Internet Explorer: Click the gear icon in top right corner
  2. Internet Options
  3. Go to the Connections tab
  4. Select LAN Settings at the bottom
  5. Uncheck all boxes, and then check the Automatically Detect Settings
  6. Close out of all the options windows leave just the "Page cannot be displayed" window open
  7. Refresh the page - hopefully the page will load

20.2. Constantly Requesting Login

  1. Close all but one IE window
  2. Click on the gear icon in the upper right of the IE window
  3. Select Internet Options
  4. Click the General tab (selected by default)
  5. Under the Browsing History section (right next to the clock with the green arrow)
  6. Make sure the Delete browsing history on exit is unchecked

21. Other

21.1. eRoom End-User Instructions

Refer to attached document

21.2. eRoom Login Issues

If you receive the message that you have been locked out, email IT_HELP.

If eRoom won't take your login credentials, but doesn't display an error message (other than you entered the wrong credentials):

With IE8,  sometimes it seems to overwrite the favorites URL, from time to time, with the password reset – or some other instance of the URL from your travels within the site.   

Try using this URL:  https://imp.nas.adp.com/imphome/Login.aspx

 Open a fresh browser session, and paste that into the address line....or....close the browser session you have open, and click this link.  Sometimes you have to close all IE browser sessions, clear the cache and then try the new URL – but try it without doing all of that, first.

 If that works, resave it as your favorite.

21.3. Home Office Guidelines

21.4. SharePoint Access

To access the RTI/ADP SharePoint sites, you must be logged into the ADP/RTI VPN  or on the ADP/RTI network in an office.

The login credentials are the same as your ADP Associate Portal credentials.

RTI's Primary SharePoint site: http://sharepoint.adpcorp.com/Sites/therightthing/Pages/Default.aspx