Service Desk Knowledgebase: Verex

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This is the Verex content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

CL Customer Documentation

Further CL Sys-Admin Documentation

  • ???

Underpinning Services

  • ??? - Any supporting or underpinning services

Customer-base for this Service

  • All staff and students of the collegiate University - Who is entitled to request/view the service (TechLinks only? inc. Alumni?)

Costs

  • Free to all current staff and students of the collegiate University

SLA

  • N/A

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

  • RT tickets can be escalated to the ??? by changing the Queue to "UCS ???" with the Owner set to Nobody. Tell the requestor:
    I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.'
  • RT tickets can be escalated to the ??? by changing the Owner to ???". Tell the requestor:
    I am passing this request over to ??? who, I'm sure, will be in contact shortly.
  • RT tickets can be escalated by emailing ???@cl.cam.ac.uk and setting the Status to @3rdparty. Tell the requestor:
    I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.

Contacts

Primary

Other

Availability

  • Monday:
  • Tuesday:
  • Wednesday:
  • Thursday:
  • Friday:
  • Saturday: Closed
  • Sunday: Closed

Additional UIS Staff Resources

Hints, Tips & Know Issues

Title Person (Date)

Categorising Keywords

  • Verex
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