Teleworker and Remote Agent

Best Practices and Check List

 

1.       Report any problem to the Service Desk.

a)       It is imperative that all issues are reported to the Service Desk (410-998-6400/202-680-6400), even if you can logoff and back on to resolve.  You should also notify your supervisor or manager, if they require notification. IT Operations needs to track reoccurring issues.

2.       Service Desk Self Service incident submission.

a)       To save time, you can submit a self-service incident ticket online.  The process is as follows:

OneStop Self Service workflow

1.       Select Fix something else/Request something else

2.       Complete the form with all required information

3.       Once submitted, a call record is generated (My Untriaged on the self-service homepage) and you will receive an email confirming your submission of the call record

4.       The Service Desk retrieves the call record, triages it to determine if it is a request or incident,  and routes it to the appropriate team

a.        You will receive an email confirming that the call record has been converted into either an incident or request

5.       Troubleshooting begins by the assigned team

6.       User is contacted by the technician who will help to resolve the issue

When calling the Service desk or completing a self-service ticket please provide the following information.  This helps in troubleshooting your problem.

a)       Name

b)       User ID: 

c)       Call back phone number   where you can be reached

d)       Asset Tag Number   Location – CareFirst labeled tag on CPU or Thin client

e)       CareFirst Workstation vs personal work station?

f)        What application are you having a problem with?

g)       Can you connect to other internet sites?

h)       CareFirst provided Internet Service Provider (ISP) or a personal ISP?

i)         What server you are connecting to?

1. On the bottom right of your screen open the task bar and click on the Citrix Receiver .  Click on the advanced drop down and choose connection center. On the screen shot below, your server name is SV-XAPP-P175.

 


3.       Re-boot your PC or thin client daily.

Rebooting clears all memory and provides a stable platform to begin working.

4.       Check to see if you have the Current Citrix ICA client and VMware client

The procedures to check the Citrix ICA and VMware Horizon client are as follows:

Citrix ICA verification

1.       Bottom right hand corner left click the Citrix ICA icon    click on about and a about Citrix Receiver message box will tell you your current ICA client.  4.3 is the current client.

Procedure to check the VMware Horizon Client version

1.       Open your client and click on the menu icon and click on “About VMware Horizon Client”, client version will be displayed.

5.       Logout/close your applications in Citrix and VMware. (Do not just disconnect and turn off your PC)

a)       Make sure you close all applications before logging off you PC or Thin Client.  Leaving applications open can cause application issue on your next login.  Log off by clicking on the START button and log off, any other process, powering off or clicking on X to close can cause application issue the next time you login.

6.       Be patient when first logging into Citrix or VMware. 

a)       There are many processes running when you first login.  Allow time for them to complete.  Double clicking on applications before the login process completes can result in application error or multiple applications to open.

7.       Use a wired connection to your Internet Provider modem.

a)       A wired network connection to your PC and Thin Client is preferred for the best user’s experience.  WiFi signals can be interrupted by electrical interference, such as electric heaters, microwave ovens and the distance between the Internet Providers modem resulting in disconnections or interruptions to your Internet connection.

8.       Full time teleworkers and remote agents should use CareFirst recommended hardware.

a)       CareFirst standard hardware for a teleworker is a Hewlett Packard T620 Thin Client for Citrix connectivity.  The standard for Remote Agent connection to VMware Horizon virtual desktops is the LG All in One Thin Client.  This equipment provides the best user experience when working remotely.  Required equipment is as follows:

Teleworker Equipment

Remote Agent Equipment

9.       If you are using a personal device, be aware that:

a)       Personal PC or Laptop devices do not have a standard configuration that is managed by CareFirst.  Personal configurations, setting, drivers and patches can impact your connectivity to CareFirst.  IT Operations will make every effort to ensure the Citrix ICA and VMware Horizon clients are installed correctly.  Personal configurations, setting, drivers and patches will be the responsibility of the user.

10.   Keep a folder and document the time and applications you are in when your connection is lost.

a)       CareFirst does manage your Internet connection.  Internet service can be interrupted by local construction, power outage in the area, physical connection to your residence or the volume of Internet traffic in your area.  Keeping a log will help IT Operations to work with you and your Internet Provide to resolve the issue.

11.   Review the FAQ’s on the Citrix web page for other helpful tips.

12.   To access this document in the OneStop Knowledge Base, click on the ICON right of the Short Description in the incident ticket and search on Teleworker Best Practices.