College of FAA, Services, Printing, PaperCut: User Support and Business Operations

Overview

This document describes user support and business operations procedures within PaperCut for users with administrative access in FAA units. Information on monthly billing procedures via the ATLAS Billing Tools is available in a separate article.

Impacted Systems

  • PaperCut

Affected Customers

  • Customers with administrative access in PaperCut (i.e., people that can see customer data and managed accounts):
    • Tier I access (Customer Support): Read-only admin access to view printers, accounts, customers, and reports (including Technology Services at FAA full-time staff)
    • Tier II access (Refund Support): Tier I + refund capabilities
    • Tier III access (Business Operations): Tier II + shared account/departmental personal account administration

Actions

PaperCut Admin Web Interface

The PaperCut Administrative Web Interface can be reached at the following URL:

https://ss-papercut-pm1.atlas.illinois.edu:9192/admin

The functions in the interface are divided into tabs. Tabs relevant to user support and business operations will be discussed in turn below.

Users

This tab allows you to view information on each user in PaperCut. To find a user, just type their NetID into the "Quick find" field and hit Enter or click "Go".

Each user in PaperCut has several personal account balances: the "Billing" personal account and various departmental prepaid/quota personal accounts (e.g., FAA-DURP-credit, FAA-Theatre-credit, Media-credit, etc.). Tier III users can adjust user's personal account balances by viewing their "Details" and then clicking "adjust" next to one of their balance.

Never adjust the balance of the "Billing" personal account. This account should only be modified by printing actions, refund actions, or by the ATLAS billing tools. Manual adjustments will be ignored by the ATLAS Billing Tools and will lead to the user's balance being permanently incorrect if not corrected. Manual adjustments are being monitored and at some point in the future will also be automatically reverted.

NOTE: You will always be brought to the balance for the "Billing" personal account no matter which "adjust" link you click on. Please select the appropriate departmental prepaid/quota account under "Account" before adjusting a balance.

Please only adjust balances for departmental personal accounts belonging to units you support. We have an active request with PaperCut Support to develop restrictions on who can modify each account, but that is an ongoing project. Thanks for your cooperation.

Each user's "Transaction History" shows all financial transactions related to the user's personal accounts, including manual adjustments, print charges, and refunds. A "Filter" will probably be applied by default to only show recent transactions. To show the user's entire history, click on "remove" next to "Filter" at the top of their history.

The "Job Log" shows all print jobs that have been tracked by PaperCut for this user, including jobs charged to their personal accounts, jobs they have charged to shared accounts (if applicable), and any jobs that they would not have been charged for, if appropriate (e.g., on staff printers, where PaperCut is only used for tracking or in the case of certain individuals who print for free on certain printers).

Tier II and Tier III users can refund print jobs in PaperCut. To refund a job, find it in the "Job Log" and then simply click the "refund" link. You'll be taken a screen that will allow you to grant a full or partial refund for the job and also log a comment. Please include the reason for the refund in the comment. You should not use a manual adjustment when a refund is appropriate (and you should never make a manual adjustment in the "Billing" personal account).

Please do not refund jobs charged to the "Billing" personal account PaperCut more than 10 days after the original print date. Refunds transacted more than 10 days after the print date will likely be ignored by the ATLAS Billing Tools. Any charges to the "Billing" account will still be included in the corresponding feeder file and the user will be charged. Additionally, the user's balance will be permanently incorrect. In the future, the user's balance may be corrected by a nightly script, but the user will still be charged. If you need to refund a charge for a user more than 10 days after the print date, you must handle this in Banner (e.g., by "posting a reversal").

Please only transact refunds for jobs on printers in units you support. We have an active support request open with PaperCut to apply restrictions on who can refund for which printers, but it is a work in progress requiring development on their part.

Accounts

The "Accounts" tab in the admin interface shows information about shared accounts. When you visit this tab, you'll see that there are organizational "top-level" accounts named after each unit, e.g., FAA-Arch, FAA-Theatre, etc. Each actual account is a sub-account of one of these.

Technology Services at FAA will set up all shared accounts. Please make an Technology Services at FAA help request and we will assist you, making sure that the account is configured correctly as desired (pre-paid or charge, with appropriate overdraft limit) and that the appropriate people have access. Access will be granted using Active Directory (AD) groups only as this allows us to configure users to get the standard account selection pop-up when they print with the PaperCut Client running.

Tier III users have access to change shared accounts balances and configuration. The balance for an account can be changed by viewing "Details" for the account then clicking on "adjust" next to Balance. You should log an appropriate comment when you adjust the balance (e.g., deposit from CFOP XXXXXX).

Please only do this for shared accounts belonging to units you support. We have an active request with PaperCut Support to develop restrictions on who can modify each account, but that is an ongoing project. Thanks for your cooperation.

As with the User personal accounts, you can view the transactions that have been charged to each shared account (including print charges, refunds, and manual adjustments) by clicking on "Transactions". You can also view the "Job Log" to see every job that was associated with the account, and also refund jobs by clicking on "refund" next to the status of the job.

Please only refund jobs from printers belonging to units you support.

Printers

The Printers tab provides a place to view the configuration and charging settings for printers as well as job logs and statistics. Once you click on an individual printer, its configuration can be viewed by clicking on "Summary" and "Filters & Restriction". If you have any questions about configuration or would like to request changes, please make an Technology Services at FAA Help Request.

Click on "Charging" to see cost information for each printer. An easy way to see pricing information for all printers in PaperCut (including those belonging to different units, if you'd like to compare) is to log into the PaperCut User Web Interface and click on "Rates" in the left-hand sidebar.

You can click on "Job Log" for a printer to see all jobs that have been printed on it. By default, a filter may be active, which shows only recent print jobs. You can click on "remove" next to "Filter" to see all jobs. Tier II and Tier III users can refund print jobs from the "Job Log" for each printer. To refund a job, simply click the "refund" link under "Status". You'll be taken a screen that will allow you to grant a full or partial refund for the job and also log a comment. Please include the reason for the refund in the comment.

Please do not refund jobs charged to the "Billing" personal account PaperCut more than 10 days after the original print date. Refunds transacted more than 10 days after the print date will likely be ignored by the ATLAS Billing Tools. Any charges to the "Billing" account will still be included in the corresponding feeder file and the user will be charged. Additionally, the user's balance will be permanently incorrect. In the future, the user's balance may be corrected by a nightly script, but the user will still be charged. If you need to refund a charge for a user more than 10 days after the print date, you must handle this in Banner (e.g., by "posting a reversal").

Please only transact refunds for jobs on printers in units you support. We have an active support request open with PaperCut to apply restrictions on who can refund for which printers, but it is a work in progress requiring development on their part.

Reports

The Reports tab provides a wealth of pre-configured and customizable reports that can be run against the PaperCut database, including information about users, printers, accounts, and more. You can also schedule periodic reports to be emailed to you.

You are welcome to explore the Reports section on your own. You're also invited to make an Technology Services at FAA Help Request so that we can consult on who to design reports to meet your needs.

Support




Keywords:paper cut   Doc ID:66557
Owner:Michael C.Group:University of Illinois Technology Services
Created:2016-08-30 16:09 CDTUpdated:2016-12-19 17:20 CDT
Sites:University of Illinois Technology Services
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