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ISD Frequently Asked Questions
This Frequently Asked Questions page is for staff use.  Our help desk can not provide the general public with assistance.  Please call the One Call Center for general public help at 559-621-2489. How can I keep informed about all of the technical changes that ISD is making?How do I store files on the network instead of on my hard drive?What hours is the Help Desk staffed?What is my Internet e-mail address?Can I send and receive faxes from my computer?Can I borrow a laptop computer from ISD?Can I borrow an LCD projector from ISD?When I have a computer problem, who should I report it to?What is the phone number for the ISD Help Desk?What are the Software standards at the City of Fresno?What is ZEN? What is a Push?Where can I look up my application errors?What is the city's email policy?What is the city's internet usage policy?What is the city's PC usage policy?Why does a computer, purchased through ISD, cost around $2100?Is ISD responsible for replacing or upgrading my computer on a regular basis?How do I change my network password?
How can I keep informed about all of the technical changes that ISD is making?  
An up-to-date Change Control document is sent to key staff via email throughout the City departments each week. It is also available on our Intranet. Just click on the ISD Home Page link, then click on ISD Change Control Agenda.
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How do I store files on the network instead of on my hard drive?  
Most programs allow the user (you) to specify where your data files are kept. WordPerfect is a good example. Instead of storing your documents on your hard drive (C:\MyFiles) you may prefer to save them to your own, personal network drive (J:\). Here's how: A: Click on Tools B: Click on Settings C: Double click on the Files icon D: Replace the text in the dialog box to the right of Default document folder with J:\ From here on out, WordPerfect will save and retrieve your documents to and from the network drive, J:\. If you are unable to determine how to set the default directory from within other programs, call the Help Desk. 
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What hours is the Help Desk staffed?  
Our normal operating hours are 6:30 a.m. till 5:00 p.m., Monday through Friday.
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What is my Internet e-mail address?  
Typically, it is your full first and last name run together (no spaces) but separated by a period and followed by @fresno.gov. For example, Richard Anderson is richard.anderson@fresno.gov.
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Can I send and receive faxes from my computer?  
Yes. Using GroupWise, you can send and receive faxes. To send a fax, open a new mail message and in the TO: field, use the following format: FAX.{555-1234/John Doe} The hypen in the fax number is optional. To receive a FAX in Groupwise, you must obtain a personal FAX number through ISD. Incoming faxes appear in your GroupWise mailbox as email. The fax is an attachment to the email. To view it, simply double click on it.
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Can I borrow a laptop computer from ISD?  
Yes. City of Fresno employees may place a request to borrow a laptop by calling the ISD Help Desk at ext. 7100. Laptops are for business use only and are available on a first-come-first-serve basis.
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Can I borrow an LCD projector from ISD?  
Yes. City of Fresno employees my place a request to borrow an LCD projector by calling the ISD Help Desk at ext. 7100. Projectors are available on a first-come-first-serve basis.
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When I have a computer problem, who should I report it to?  
Except for the areas listed at the bottom of this page, please report all computer problems to the ISD Help Desk at 7100.

The Help Desk staff will log your problem into our tracking database, and then dispatch the problem to the correct person. Once a call is in our database we can track it, report on it, and assign the correct resource.

EXCEPTIONS ===============

Wastewater Management - Please report problems to John Sousa at 5240.

Traffic - Please report problems to Andrew Valles at 8810 unless it is a PeopleSoft or Groupwise problem.

Police Department - Please report problems to the PD Help Desk at 2020

Airports - Please report problems to Joe Gonzalez at 4533.

Water Department - Please report computer problems to Diem Tonnu at 5357.


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What is the phone number for the ISD Help Desk?  
7100
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What are the Software standards at the City of Fresno?  
The City of Fresno uses a variety of software to complete their daily tasks. The City of Fresno did choose some basic standards that they support and they are; - Adobe Acrobat Reader (Internet document reader) - Netscape Communicator (Internet Browsing) - Novell GroupWise 5.5.2 (E-mail & Communication Management System) - Corel Office Suite version 8 (Word Processing & Spreadsheet Processing) - McAfee Anti-Virus Scan (Virus Protection) - PeopleSoft (Human Resources/Financial Application) The reason for keeping to these standard products range in a variety of reasons. Licensing, Stability, Ease of Use, Upgradeability and others are all factors in choosing the applications.
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What is ZEN? What is a Push?  
Z.E.N. allows us to do a mass upgrade (push updates) for all the computers city-wide across the network. It stands for Zero Effort Networking (Z.E.N.) This utility is capable of sending you files and applications without sending a person to your desktop. There are many applications that the networking staff have created to provide you with immediate access to applications. ZEN also allows the network staff to inventory your personal computer and determine when your unit is to be scheduled for a hardware upgrade. See my site below to see the Pushes/Updates we have available.
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Where can I look up my application errors?  
You can access the Internet and find the web site for the company of your application. Service/Support is a regular button to search in their site to determine an error. We also have a website that is limited, but has the most common issues related to applications and pushes provided by the City. You can easily look at the URL listed below to answer the most common questions regarding the application errors.
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What is the city's email policy?  
There is not currently an email usage policy in the Administrative Order Manual. ISD recommends that all users adhere to the following guidelines in order to ensure that email remains an efficient and effective business communication tool. 1. The electronic mail system and all data content within the system is the property of The City of Fresno. 2. The use of the city's email system for the sending and receiving of personal email should be approved by one's supervisor. 3. The city email system is not to be used for personal commercial activity such as running or supporting one's own side business. 4. System distribution lists should not be used for the dissemination of personal information. 5. When answering a mail message, only respond to all addressees when necessary. 6. Email passwords are to be used only by the individuals they were issued to. Do not loan or share your password with someone else.
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What is the city's internet usage policy?  
There is not currently an internet usage policy in the Administrative Order Manual. ISD recommends that all users adhere to the following guidelines in order to ensure that our internet access remains efficient and ffective. 1.. The use of the city's internet connection for non-work-related purposes should be approved by one's supervisor. 2. The city internet connection is not to be used for personal commercial activity such as running or supporting one's own side business. 3. The city reserves the right to block access to any internet sites that are deemed to be inappropriate.
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What is the city's PC usage policy?  
There is not currently a PC usage policy in the Administrative Order Manual. ISD recommends that all users adhere to the following guidelines, however. 1. Personal Computers, printers, software, and data are the property of the City of Fresno. 2. The use of city-owned PCs, software, and data for personal business is inappropriate.
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Why does a computer, purchased through ISD, cost around $2100?  
The $2100.00 is an amount that reflects the total cost of a computer with all of the support charges included. Some of these charges are yearly software maintenance (Corel, Groupwise, Internet Access, & Novell Netware for the LAN), LAN connection fees (Network cards, Servers, Hubs), Support fees, Repair fees, GIS fees, Mainframe and AS-400 fees. Unfortunately these prices are fluctuating daily and this price will very according to what the City of Fresno has to pay at the time purchased.
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Is ISD responsible for replacing or upgrading my computer on a regular basis?  
If the computer is purchased thru the ISD department then yes, we will take care of the repairs, upgrades, and replacement of the machine. Our goal is to replace each machine every 3 years. We work very closely with each of the Managers in the different departments to determine where the new computers will be placed.
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How do I change my network password?  
Every 90 days we require that users change their passwords. This is done to protect your files on the Network. Changing your password is fairly painless; FOR WINDOWS 95 USERS- From the start menu, click on START, goto SETTING, CONTROL PANEL, PASSWORDS, CHANGE OTHER PASSWORDS, select Novell NetWare, and click on Change other Passwords, highlight NOVELL NETWARE, click on change, then type in your old password and a new one twice (keeping in mind that the new password needs to be one that you have never used before and must be at least 6 characters in length). If you get a an error saying that the new passwords do match it means that they were not typed in exactly the same both times. If you get an error that says "No connections were found for this password" that means that the old password was not entered correctly. In both cases your password was not changed and you need to try again. If after logging into Novell a Windows login appears you can either login using your old password or click on cancel if you are unsure of what password to use. If you would like to change your Windows FOR WINDOWS NT USERS- From the desktop (For most users that will be the picture of City Hall or whatever you see when you don't have any programs running) press CTRL + ALT + DEL keys at the same time. This will bring up a Novell Security Window that will give you six buttons on the bottom of the window, Press on Change Password, highlight your CITY_OF_FRESNO (that is the bottom icon) and your local computer account (top icon) and enter your old password and new password twice (remember that the new password needs to be entered in twice exactly the same both times and it needs to be a minimum of six characters). If the change was successful it will give a message of "password successfully changed" From there press cancel to return to your PC's desktop.
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