HATSUN AGRO PRODUCT LTD System Operating Procedure PDF
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Uploaded by GlamorousFrenchHorn
2024
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Summary
This document is an operating procedure for IT support at Hatsun Agro Product Ltd. It details various tasks, including monitoring network and system status, troubleshooting issues, logging incidents, installations, and maintaining technical documentation. Several procedures and checklists are included.
Full Transcript
HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES A...
HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 1 Provide IT Support ______________________________________________________________ 5 Ensure the LAN Switch & Router Working Status ________________________________________ 5 _________________________________________________________________________________ 7 Ensure the LAN Network and WAN Network Link Working Status __________________________ 9 Ensure Internet Working Status _____________________________________________________ 11 Ensure Domain Server Working Status _______________________________________________ 12 Ensure End User Workstations Working Status ________________________________________ 13 Ensure SAP & Other Applications Working Status ______________________________________ 14 Ensure CC TV & Vision System Working Status _________________________________________ 18 Ensure Daily Backup is Completed Successfully ________________________________________ 20 Ensure IOT Devices working Status __________________________________________________ 21 Ensure SCADA & PLC System Working Status __________________________________________ 21 Provide IT Support of Network & System – for Internal & External_________________________ 22 ________________________________________________________________________________ 22 Provide IT Infra support across business systems _______________________________________ 24 Provide Level-1/2 support and troubleshooting to resolve issues __________________________ 31 2 Log and track all Incidents ______________________________________________________ 36 Log and track all incidents and requests on the Helpdesk system __________________________ 36 Carry out daily operational tasks, administration, and system monitoring to ensure the effective operation of IT systems and facilities. ______________________________________________________ 37 3 Carry out Installations, Implementation & Configuration ______________________________ 38 Carry out IT Installation, implementations, configuration & roll-outs & other technical duties as required ______________________________________________________________________________ 38 New Desktop System Installation Check List___________________________________________ 39 4 Produce and maintain technical & procedural documentation _________________________ 42 IT Support Help desk – service ticket creation _________________________________________ 42 Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 1 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Rental Printer – Monthly Rental, Usage Cost Update & Invoice Follow-up ___________________ 45 AMC Support – Service ticket creation & follow-up _____________________________________ 47 5 WAN Network Support _________________________________________________________ 51 MPLS Link down troubleshoot ______________________________________________________ 51 MPLS Link down – Service ticket creation _____________________________________________ 52 MPLS Bandwidth Monitor _________________________________________________________ 59 6 CCTV Support _________________________________________________________________ 60 CCTV Complaints – resolve the issue _________________________________________________ 60 Chilling Centre CCTV working status _________________________________________________ 64 7 LAN Network Management _____________________________________________________ 65 LAN Network troubleshoot- Ethernet & Fibre _________________________________________ 65 Point 2 Point Link monitor _________________________________________________________ 66 Network Switch / Router - Preventive maintenance – Switch / MPLS Router reboot __________ 67 8 File Server Storage, Backup & Restore - Monitor the File server Storage__________________ 68 Monitor the File Server Storage_____________________________________________________ 68 File Server Shadow copy – Check the Shadow Copy _____________________________________ 69 Schedule and run the File server backup management __________________________________ 70 File server backup log update – excel sheet ___________________________________________ 74 File server data restore ___________________________________________________________ 75 9 Operating System Patch Management ____________________________________________ 81 Check and update the desktop operating system patch management ______________________ 81 Server Operating System Patch Management _________________________________________ 82 10 Antivirus / Cyber Security _______________________________________________________ 83 Install the Antivirus Client agent in all Desktops / Servers ________________________________ 83 Successful Message after installation _________________________________________________ 84 Monitor the Falcon CrowdStrike Threat detection ______________________________________ 86 Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 2 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure the client system communication with the Falcon CrowdStrike Cloud server _________ 87 Falcon CrowdStrike Weekly Schedule Scan ____________________________________________ 88 11 Desktop System Permission _____________________________________________________ 89 Control Desktop System Access – Restrict Administrator Permission _______________________ 89 12 Desktop Wall Paper Policy ______________________________________________________ 90 12 Windows Logon Policy ___________________________________________________________ 91 Windows System Log-on Password policy - Interactive Log-On Message ____________________ 91 13 Email / System Login Account / Windows Login Policy ________________________________ 92 Email / System Login Account ______________________________________________________ 92 HAP Email/System Login ID Suspend or Disable ________________________________________ 93 14 SAP PR – IT Requirement ________________________________________________________ 94 IT Material Requirement – SAP PR Creation-Approval ___________________________________ 94 IT Material additional requirement & support service - PR Creation - Approval______________ 95 IT Asset Creation – Budget Approval – PR Creation _____________________________________ 95 SAP IT Material Code Creation ______________________________________________________ 98 15 Chilling Centre IT Support _______________________________________________________ 99 On-Call Support - On-call is attended in priority, based on the criticality of the issues _________ 99 Routine (Proactive) is a scheduled call trip to the Chilling Centers _________________________ 99 Chilling Centre RMRD Application Installation ________________________________________ 101 16 IT Asset Labelling _____________________________________________________________ 118 Maintain the IT Asset details ______________________________________________________ 118 Ensure the HAP QR code asset labelling _____________________________________________ 119 Supporting the Accounts team to Fix Asset labelling ___________________________________ 119 17 IT Scrap Disposal _____________________________________________________________ 120 Segregate the IT Scrap materials ___________________________________________________ 120 Get IT Scrap material disposal approval from IT Head/GM-IT & COO Sir ___________________ 121 Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 3 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Hand over the IT scrap materials to the recycle management team with Scrap approval _____ 122 Ensure the IT scraps are retired from the SAP asset register _____________________________ 123 Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 4 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 1 Provide IT Support Ensure the LAN Switch & Router Working Status Login to Core Switch to Monitor the Uplink Port Status o Monitoring the Port's Up and down status every day. Based on this we will come to know the Entire LAN Link connected status with unmanaged distribution switch status also. o Based on this port status we will troubleshoot and physically visit to particular Location to rectify issues like Hardware Failure and cable damage Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 5 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Monitor this V-LAN Port's Up and down status every day. Based on this we will come to know the entire V-LAN link status. o Monitor these Latest events every day. To know the Tx/Rx Load /Warning /Errors and Packet hits. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 6 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 7 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Login to Router o Monitoring every day the Router working status and Interface status. Based on this we will come to know the Wan Link connected status between Hub to Spoke Location to ensure the WAN working Status o If the Router Port status is down we will check the Basis troubleshoot physically like Jack out and Jack in after that we will raise the Trouble Ticket to the ISP. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 8 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure the LAN Network and WAN Network Link Working Status o LAN IP & WAN IP Configured in Network View Tool. o Through this tool monitor the LAN Network and WAN Network status. o If any Link down, we get the red colour indication status.Based this we will raise the Support Ticket with ISP Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 9 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Tata Communication Portal to Ensure the WAN Network status Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 10 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure Internet Working Status o Login the Tata Customer Portal- https://idp.tatacommunications.com/optimus-login/ o Internet working Glance – Login to the Tata Communications portal – Reports - Service Quality & Performance Metrics – Performance Reports – View Details – Select the Circuit ID Internet Trend Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 11 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure Domain Server Working Status Login to Windows Domain controller – Command Prompt – Type dcdiag.exe command and press enter Login to Windows Domain controller – Command Prompt – Type nslookup.exe command and press enter Check the domain controller/file server Hard disk Storage Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 12 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure End User Workstations Working Status o Systems are mapped in the Network View tool. IT administrator will check the network tool to check the system's working status. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 13 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure SAP & Other Applications Working Status o Open the Windows Command prompt – ping 10.178.18.245 / 10.178.18.246 (SAP Application server IP address. o Open the SAP Logon PAD – Select the HAP-HANA Production Server – Connect the PRD Application Server Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 14 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Type SAP Production server credentials o Ensure the SAP PRD Server Working Status Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 15 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Other Application working Status o Open Chrome or Microsoft Edge Browser and type https://gms.hap.in/ URL Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 16 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Compliance Manager – Portal – Open any browser o https://cm.hap.in/compliancemanager/utility/login.aspx - Enter active directory credentials to login to the portal o Open any browser - https://portal.hap.in/ - Click the Google Sign-in option – Use the HAP email account to log into the portal Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 17 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure CC TV & Vision System Working Status CCTV NVR Login via Edge or Internet Explorer-supported desktop browser. Enter the NVR IP address o Check NVR Configuration – Camera management option – Check the Camera status If the Camera is Offline status, Ping the Camera IP Address Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 18 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Open Command prompt – ping the Offline Camera IP address. If, the IP is not reaching, physically check both ends of the Ethernet cable connectivity with the support of LAN Tester device o CCTV NVR / DVR Storage Management. Configuration – Storage – Storage Management- Ensure the NVR / DVR hard disk is working status. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 19 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure Daily Backup is Completed Successfully Login Windows 2016 File Server Enabled) – Wbadmin.exe – Ensure the backup Completed Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 20 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure IOT Devices working Status Schneider Power Monitoring System o Physically Check the Power Monitoring System Internet Connectivity o Power monitoring Web application Login Ensure SCADA & PLC System Working Status Physically check the SCADA & PLC system working status Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 21 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Provide IT Support of Network & System – for Internal & External To assign HAP IP address, application & internet access for Laptop Users, VPN Connectivity Enable Secured HAP Application Access & Data Security o The location Administrator is responsible for assigning HAP IP address via static or DHCP mode o Enable access to HAP application & internet accessibility to the laptop users and secure the system and data. o All laptop users should access HAP applications via the HAP Virtual Private Network (VPN). o Download the MotionPro Clients (arraynetworks.net) SSL VPN client from the Google Play Store. After installing the VPN client, follow the steps o Click the Profile menu and Create new profile. o Update the VPN Server & VPN Port number. o VPN username & Password are HAP Windows Active directory credentials. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 22 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) After updating the VPN details, Click Connect o After connected to the HAP VPN Service, laptop users can access HAP applications Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 23 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Provide IT Infra support across business systems Milk Crate Count – Production - Android Mobile Application o APK Installation Application Login Screen Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 24 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Application Configuration Settings Web Portal http://10.178.18.192:80/HatsunHost/Service.asm FTP URL 10.178.18.192 Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 25 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Sync Master data from Application Server Polyfilm GRN Reservation - Android Mobile Application o To automate the poly-film GRN & reservation process o The ITES administrator, to install and configure the poly-film GRN & reservation Android mobile application o Download and install the MotionPro Global from the Google Play Store and install the Setup Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 26 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Download HAP GRN & Reservation APK files from Google Drive https://drive.google.com/drive/folders/1HtdZxFvqjG- NdXS_7Q24I6wFLX66tOHx?usp=drive_linkand install the same in the Mobile device o Server URL http://10.178.18.192/grnapi o Select Master Download and Click Sync Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 27 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Step 2 – Select Get Orders and Click Sync o Start to Scanning Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 28 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Select Shipment Number Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 29 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Reservation Application - Android Mobile Application o Reservation Application Login Screen o Reservation Pick List Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 30 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Provide Level-1/2 support and troubleshooting to resolve issues Plant ITES Support This is to support the plant system users for any issues relating to ITES infrastructure like data network, desktop, printer, scanner, Password reset& CCTV Support o The system users at the plant to raise service requests related to ITES via the SysAid help desk portal http://helpdesk.hatsun.biz:8080 o The system user and location ITES administrator will receive an email notification. o The location ITES administrator/assistant administrator should resolvethe issue or replace the system. o The issue will be attended, over the phone call, email, or Google Chat. o The issue will be logged into the SysAid help desk portal after completing the system issue. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 31 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Operating System, Licensed application/software installation This is to ensure the use of licensed applications/software o Before installing the operating system, application or software, the System o Administrator/assistant administrator must ensure the software license/product activation key. o BPO approval is mandatory to enable administrator rights to the system user. Before installing the operating system, ensure the operating system license key or corporate ITES department authorization. IT Head/GM-IT & Chief Operating Officer Approval is mandatory to install Microsoft Office and AutoCAD products. Unauthorized applications or software are not allowed to be installed or test run by the system user. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 32 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) System Complaints – Troubleshoot Steps The system Does not Turn ON / Boot Error Check the CPU Power Source Check the SMPS Power to MotherBoard o Monitor working status Hard disk SATA Cable Replace Motherboard and RAM Working Status Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 33 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) BIOS Boot – Hard Drive Order BIOS Settins CMOS Battery Test / Replace Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 34 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure the desktop processor Fan Working Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 35 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 2 Log and track all Incidents Log and track all incidents and requests on the Helpdesk system Help Desk Portal Email Notification o End User to raise SysAid service ticket in the help desk portal o The system end user will get an email notification to the registered HAP email account with incident details Help Desk Portal Incident Register o After the registered complaint, the Location Administrator will get an email notification o The system end-user also will receive an email with the service ticket number and the responsible person's name and contact number. o The issue will be addressed by the respective location system admin/assistant admin and the same will be updated in the SysAid help desk portal. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 36 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Carry out daily operational tasks, administration, and system monitoring to ensure the effective operation of IT systems and facilities. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 37 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 3 Carry out Installations, Implementation & Configuration Carry out IT Installation, implementations, configuration & roll-outs & other technical duties as required Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 38 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) New Desktop System Installation Check List o New Desktop Installation Check list. After Installation, get acknowledgement sign from the end user Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 39 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Enable Remote desktop Service o Add Remote Desktop members o Update the Computer Asset Number in the Description field Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 40 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) SysAid Helpdesk Incident Register Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 41 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 4 Produce and maintain technical & procedural documentation IT Support Help desk – service ticket creation o The system users at the plant to raise service requests related to ITES via the SysAid help desk portal http://helpdesk.hatsun.biz:8080 o The SysAid help desk portal user name and password are HAP AD credentials are Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 42 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o The system user and location ITES administrator will receive an email notification. o The location ITES administrator/assistant administrator should resolve the issue or replace the system. o The issue will be attended to over the phone call, email, or Google Chat. o The issue will be logged into the SysAid help desk portal after completing the system issue. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 43 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 44 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Rental Printer – Monthly Rental, Usage Cost Update & Invoice Follow-up o Ensure the rental printer's invoice submission and payment follow-up with the service providers o The location ITES administrator is responsible for following the rental & usage invoice and handed over to the respective plant HR / Admin for the PO process o Location system administrator to validate the original / digitally signed invoices with actual plant name, address, rental & usage details. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 45 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o The rental and usage cost details to be updated Google sheets https://docs.google.com/spreadsheets/d/1ZE05YIQsWq716AgbfcBggvfIwvvO- 4Zo/edit?usp=sharing&ouid=115472600691829181201&rtpof=true&sd=truefor month wise comparison o After verification of the details and Google Sheets entry, the invoice is to be handed over to the respective plant HR/Admin for the PO process o If the payment was pending, check with the respective plant HR/accounts/vendor Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 46 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) AMC Support – Service ticket creation & follow-up AMC Support – Service Ticket (Desktop / CCTV / UPS) o Open any browser and type the hap helpdesk portal URL http://10.178.18.240:8080 o Use active directory credentials o Location Administrator to raise Desktop Computer, CCTV & Numeric UPS-related complaints in the SysAid helpdesk portal o The first Category should be AMC-Desktop, AMC-CCTV or AMC-Numeric UPS Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 47 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o After creating a service ticket, the service partner will get an email and the ticket creator also will get an email with the ticket details Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 48 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) AMC Support Service ticket update o After receiving the spares/solution, the service ticket has to be updated and the service ticket has to close. o AMC-related complaint status is to be updated in the SysAid helpdesk o Once the AMC complaints are addressed by the service provider, the ticket is to be closed and the action and solution are to be updated in the SysAid Notes column and under the activities tab with the complaint Start time and end time. o Based on this activity Total time will be calculated and we can know the service period duration Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 49 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) SysAid Activities TAB – update Solution & Action details, Complaint start and end time Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 50 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 5 WAN Network Support MPLS Link down troubleshoot Troubleshoot o Physically check the spoke location MPLS link PoE & gateway router UPS Power source o Spoke location MPLS Gateway Router IP Ping o MPLS PoE Power source & LED indication o Router Ethernet Patch cable working status o Tracert 10.178.18.10 from spoke location Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 51 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) MPLS Link down – Service ticket creation Airtel MPLS Support – Ticket Booking Procedure Raise Service Request – Toll free o Dial 1800102001 toll-free number and Choose your preferred language o Select Airtel business data product. The IVRS voice system asks to enter the Airtel MPLS circuit number. o Type the respective location MPLS circuit number confirm the same and enter the local contact mobile number. Raise Service Request – web-based ticket booking Procedure o Service provider’s URL https://www.airtel.in/business/thanksforbusiness/data/sr/raise/ o Open the above URL in any browser choose the Network-related option and type the respectivelocation MPLS Circuit ID. Click Proceed and select the Issue type o Type additional Contact information, Link, device Status and click Submit Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 52 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Airtel MPLS Support – Ticket Booking - Email o System Administrator can send email regarding Airtel MPLS network link down / slow browsing & link flapping issues mail to [email protected] with respective location MPLS circuit ID, additional details and local contact details Airtel Customer Portal Login – View Bandwidth utilization Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 53 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Open the URL http://smartnet4.bharti.com/VPortal/login.jsp and enter the portal user name and password to monitor Airtel MPLS bandwidth utilization. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 54 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) TATA MPLS Support – Ticket booking Procedure Raise Service Request – Email o Location administrator to send mail to TATA MPLS network link down / slow browsing, link flapping and other issues to [email protected] with respective location MPLS circuit ID, additional link details and local contact details. Raise Service Request – Customer Portal o IT Administrator has raise a complaint via the Tata Communications customer portal URL https://idp.tatacommunications.com/optimus-login/login Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 55 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Notification mail from TATA MPLS WAN network Customer Portal Tata MPLS Escalation Matrix Table Level – 1 Level – 2 Level – 3 Sev 1After 2 hours Sev 1After 4 hours Sev 1- After 8 hours Sev 2After 4 hours Sev 2After 8 hours Sev 2After 12 hours Escalation Desk Shift Lead Duty Manager Email: escalation.desk@tatacom Email: edshiftlead@tatacomm Email: ashish.rupwal@tataco munications.com unications.com mmunications.com Direct - 020 - 66153647 / Direct - 020 - 66144800 Direct - 020 - 66153388 9607567666 Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 56 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Mail Confirmation from Tata Communication for Link Down Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 57 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Vodafone Idea MPLS / Internet Support – Ticket booking Procedure Raise Service Request – Phone o System administrators have to call toll-free 1800 212 5385 to raise link-down issues and to know the link status. Raise Service Request Instant ticket booking – Email o For instant link-down TT booking, send an email to [email protected] with the subject line is CKT ID: Link Down o System administrators to send mail regarding Vodafone Idea MPLS / Internet network link down / slow browsing, link flapping and other MPLS-related issues to Servicedesk, Managed, Vodafone India [email protected] respective location MPLS / internet circuit id, additional link details and local contact details. o Vodafone Idea MPLS Escalation Matrix Table Leve Touch Point Designation l Email ID Land Line Managed Managed 0 [email protected] 18002125385 Service Desk Service Desk Raise Service Request – Customer Portal o Location administrators should create fault management complaints/view link utilization via the Vodafone Idea business customer portal. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 58 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Instant NSA TT booking and updates & link bandwidth utilization, log in to Vodafone Idea WSC Portal URLhttps://fls.myvi.in/WSC/ MPLS Bandwidth Monitor Login to the https://customer.tatacommunications.com/ufa/#/dashboard portal to check the MPLS link bandwidth utilization Reports – Dashboard – Utilization Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 59 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 6 CCTV Support CCTV Complaints – resolve the issue o Plant CCTV Operator / CC Lab Chemist has to inform or raise SysAid service ticket o IT Administrator to check the issue. o Login CCTV NVR / DVR and check the issue. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 60 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Check the DVR/NVR IP address ping o Check the DVR/NVR Network cable issue NVR Login Check the Faulty Camera Network IP address ping Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 61 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o If the IP Address is not reachable, check the PoE switch for Camera Cable connectivity. o Check the Camera's working status. If the Issue is not resolved, replace the network Cable / CCTV Camera o Monitor the Plant CCTV Working status o The system administrator monitors the plant CCTV camera's working status Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 62 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Login to the CCTV NVR / DVR and check the CCTV working status o Check the NVR / DVR recording status Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 63 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Chilling Centre CCTV working status o Based on the CC QA team's Daily CCTV working status mail or direct communication from the CC lab chemist, the IT administrator has to follow and resolve the CCTV complaints. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 64 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 7 LAN Network Management LAN Network troubleshoot- Ethernet & Fibre LAN Network Ethernet Connectivity Issue If the Local area network (LAN) connection is not working between two locations, the following test to be carried out Login to Core Switch to Monitor the Uplink Port Status, o Monitor these Ports' Up and Down status every day. Based on this we will come to know the Entire LAN Link connected status with unmanaged distribution switch status also. o Based on this port status we will troubleshoot and physically visit to particular Location to rectify issues like Hardware Failure and cable damage o Network Switch Port Settings – Port Enabled Status o Use the LAN Cable Tester Tool to trace cable Coding and Connectivity Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 65 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Fiber Network Connectivity Issue o Check the Network switch fiber Port working status o Check the Fiber module to network switch patch cord cable / Replace the fiber patch cord cable o Check the Fiber module / Replace the fiber module o If the fiber Issue is not resolved, external fiber testing team support needs to resolve the issue. Point 2 Point Link monitor o Ping the target location point 2 point device IP address Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 66 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Network Switch / Router - Preventive maintenance – Switch / MPLS Router reboot o Network switch & rack preventive maintenance Log Sheet. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 67 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 8 File Server Storage, Backup & Restore - Monitor the File server Storage Monitor the File Server Storage o Login the Windows file server / domain controller. Check each drive free space o To implement an effective data storage system to avoid important data loss. o File server shared folder access is enabled for all departments in the plant file server. o Each department's folder sharing and security access are protected. o Users can access only the respective department's folders or files and the file server's common folder Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 68 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) File Server Shadow copy – Check the Shadow Copy o To effective File security, Configure the Shadow Copies option File Server Shadow Copy Schedule Run Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 69 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Schedule and run the File server backup management o File Server Windows Backup Service – Login to the File Server o Enter the server credentials Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 70 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Windows Server File Server Backup – wbadmin.exe - Backup Options Confirmation Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 71 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Select the Backup Storage media and Start the Backup o Backup Progress Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 72 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 73 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Ensure the File Server backup – Backup start date time, end time & backup file size growth File server backup log update – excel sheet After verifying the file server backup details, the same is to be updated in the Excel sheet Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 74 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) File server data restore o If the system user loses data from their department shared folder, raise a help desk service ticket, mail or Google Chat request with missing data folder and file details. o Windows Server Backup Restore – wbadmin.exe – Select Restore Options o Select the File Server Backup Media Path – Next Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 75 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Select the Backup Date Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 76 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Select the Recovery Type Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 77 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Select Items to Recovery (Folder / Files) o Select Items to Recover Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 78 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Specify Recovery options – Original Location / Alternate Location Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 79 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Confirmation – Recover o Recovery Progress Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 80 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 9 Operating System Patch Management Check and update the desktop operating system patch management o Login to the Windows File server / DC – Open Windows Server Update Services Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 81 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Server Operating System Patch Management Check and update the Server operating system patch management o Login to the Windows File server / Domain Controller- Open Windows Server Update Services – Search Server patch / critical updates – Select the Patch updated – Right click – Approve the updates Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 82 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 10 Antivirus / Cyber Security Install the Antivirus Client agent in all Desktops / Servers Install the Antivirus Client agent in all Desktops / Servers Falcon CrowdStrike Windows Sensor Installation -Desktop & Servers o CrowdStrike Falcon analyzes connections to and from the internet to determine if there is malicious behavior. o Falcon Sensor software is designed to protect systems from cyber attacks o After installing the Windows operating system, first, install the Falcon Windows Sensor.exe setup. o The Windows Sensor.Exe is assigned in our hap.in domain server and configured it to install via Group policy management script, while the desktop is starting. o After restarting the domain joined desktops, the Windows sensor.exe will start to install exe automatically. o The Falcon CrowdStrike windows sensor.exe and Falcon Customer ID (CID) are shared in Google Drive and URLs as follows https://drive.google.com/drive/folders/1V5KCBpPYeeUCeJiVicmQAq_YFTWnI0q4?usp=dri ve_link Click Yes Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 83 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) o Click I accept the Sensor Terms of Use and Privacy Notice and enter the Customer ID o Click INSTALL option Successful Message after installation Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 84 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Falcon CrowdStrike Windows Sensor Falcon Prevent o Falcon prevents threats from accessing systems, scans files automatically when they are accessed, and runs targeted scans for malware on client systems. o IT Administrator must ensure the Windows sensor exists in all the systems. o Falcon CrowdStrike Console Login – Endpoint Security Portal o ITES system administrators should login to the Falcon CrowdStrike portal URL https://falcon.us-2.crowdstrike.com/login to monitor their respective location-managed Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 85 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) desktop systems via a centralized security management portal with their HAP Google account Monitor the Falcon CrowdStrike Threat detection o Endpoint Security Activity Dashboard Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 86 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Ensure the client system communication with the Falcon CrowdStrike Cloud server o Login to the Falcon Console – Host Setup and Management – Host Management – Check the hostname Last seen date Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 87 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) Falcon CrowdStrike Weekly Schedule Scan o Falcon CrowdStrike – Weekly Scan – Schedule Scan – Check Scan Status Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 88 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 11 Desktop System Permission Control Desktop System Access – Restrict Administrator Permission Should not enable administrative privileges for normal system users o System users should not be allowed to install new software/applications or uninstall software/applications. o Should not share Administrator passwords with the system users o Ensure the Falcon endpoint Threat Prevent & USB Control o Make sure USB access is disabled status. If users are required USB drive access, respective department head / BPO approval is mandatory. o Business Process Owner approval is mandatory to enable Android / digital camera storage access. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 89 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 12 Desktop Wall Paper Policy Ensure the Desktop Wallpaper Policy's active status o HAP desktop group policy controls, prevent users from trying to enable or disable active desktop wallpaper o Desktop Wallpaper update is based on Corporate ITES / Admin department instruction. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 90 HATSUN AGRO PRODUCT Issue Date of LTD No Issue System Operating Procedure –ITES Admin – HAPL/SOP/ITES/JD/02/00 03 01-Aug-2024 Plant (System / Network / Security) 12 Windows Logon Policy Windows System Log-on Password policy - Interactive Log-On Message Windows Login Password Policy - Interactive logon: Message text for users attempting to log on. This is helpful, for the system users to reset or change their system password o Windows System Login Password Create / Change Procedure o This security setting specifies a text message that is displayed to users when they log on. 1. The password must contain a minimum of 12 letters including one special character and a number is mandatory. 2. Can’t use or change 6 previous passwords (6 Passwords remembered) 3. Not contain the user's account name or parts of the user's full name that exceed two consecutive characters 4. Be at least six characters in length 5. Contain characters from three of the following four categories: 6. English uppercase characters (A through Z) 7. English lowercase characters (a through z) 8. Base 10 digits (0 through 9) 9. Non-alphabetic characters (for example, !, $, #, %) 10. Complexity requirements are enforced when passwords are changed or created. Prepared By Reviewed By Approved By (Sign & Date) (Sign & Date) (Sign & Date) Page 91
