View source for Service Desk Knowledgebase: Resources

[[Category:Service Desk Knowledgebase]]
<br />
This is the Resources 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<br /> '''[mailto:sys-admin-aside@cl.cam.ac.uk  sys-admin-aside@cl.cam.ac.uk]'''.

Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] 

==Key Service Description & URLs==
* [http://www.cl.cam.ac.uk/local/arrivals/ Information for new arrivals]
* [http://www.cl.cam.ac.uk/local/arrivals/introduction/ An Introduction to the Computing Facilities at the Computer Laboratory]
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''')
'''William Gates Building Floor Plans (inc. Room Codes):'''
* [http://www.cl.cam.ac.uk/maps/gates1.html Ground floor] ('''G''')
* [http://www.cl.cam.ac.uk/maps/gates2.html First floor] ('''F''')
* [http://www.cl.cam.ac.uk/maps/gates3.html Second floor] ('''S''')
* '''[http://www.cl.cam.ac.uk/research/dtg/openroommap/static/?s=&labels=1 Find a room]'''
* [http://www.cl.cam.ac.uk/research/dtg/openroommap/static/?s=GC20&labels=1 Computer Lab '''Stores''' (GC20)]

==CL Customer Documentation==
* [http://www.cl.cam.ac.uk/local/web/personal.html Personal web pages] - (http://www.cl.cam.ac.uk/~CRSid/ on "'''elmer'''" in /home/CRSid/public_html/index.html)

==Further CL Sys-Admin Resources==
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Resources - ''Arrivals/Upgrades/Replacement/Disk''
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/MachineSetup - ''Full Machine Setup (for reference)'' 
* https://dbwebserver.ad.cl.cam.ac.uk/SCG/Equipment/Inventory.aspx - ''Inventory''
[NOTE: The '''Personresponsible''' is actually the one who is financially responsible.]

===People===
* http://www.lookup.cam.ac.uk/
* [http://www.cl.cam.ac.uk/~CRSid  http://www.cl.cam.ac.uk/~<font color="red">CRSid</font>]
* [https://www.cl.cam.ac.uk/research/dtg/www/people/#staff Staff and Fellows]
* [https://www.cl.cam.ac.uk/research/dtg/www/people/#students Students and Assistants]
* [https://www.cl.cam.ac.uk/research/dtg/www/people/#alumni Recent Alumni (3 years)]
* [https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/Visitors.aspx Visitors] (Admin Database)
* [https://dbwebserver.ad.cl.cam.ac.uk/Administration/HR/HRList.aspx Staff List] (Admin Database)
* [https://jackdaw.cam.ac.uk/user-admin/ Jackdaw]

===Equipment storage===
All the monitors on the bottom shelf of the racking on the West wall of room GC20 are available.

==Underpinning Services==
* Computer Lab Administration Database, Mail Server, Networking & RT

==Customer-base for this Service==
* All staff and students of the Computer Laboratory

==Costs==
* Visitors, Interns & RAs equipment should be funded by the Sponsor for anything substantial but short term loans are possible
* RARS (Research Assistants registered for a PhD) should be treated as RAs but some funding bodies do not permit this (in which case Lab funding is used)
* Staff equipment for new arrivals is funded by the department

==SLA==
* N/A

==Service Desk Call Handling Procedure==

* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by changing the '''Queue''' to '''backoffice''' with the '''Owner''' set to '''Nobody''' and the '''Status''' as '''new'''.  Tell the requestor:<br /> ''I am passing this request over to the experts who, I'm sure, will be in contact shortly.''

===Delaying RT Tickets===
* To delay a ticket for automatic re-activation on a given date set the '''Status''' to '''Stalled''' then use '''Dates''' to set a '''Due:''' date and '''[Save Changes]'''.

===New arrivals===
Processing of new arrivals by administrative staff automatically generate an [https://rt.cl.cam.ac.uk/ RT] ticket with the following format:<br />
'''<font color="red">CRSid</font> has a <font color="red">HR Role</font> starting <font color="red">??/??/2015</font> requiring equipment <font color="red">v#VisitorID</font> <font color="red">visitor name</font>'''<br />
when they are added to the database.

# Copy the RT ticket number ''(without the '''#''')''
# Click on the URL in ticket like: [https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=999 https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=<font color="red">999</font>]
# Enter your CRSid & Computer Lab password if requested
# Click the '''[Edit]''' button at the bottom left of the form
# Paste in the '''RT_Ticket''' & click '''[Update]'''
# '''Desks & Rooms:''' Allocation of desks/rooms is done by '''Reception''' - we don't care about them until we actually need to install equipment.  Reception see a parallel workflow and use the [http://www.cl.cam.ac.uk/research/dtg/openroommap/static/ OpenRoomMap (ORM)].  If there seems to be a problem, contact them, and ask them which desk/room to use (but remember that they cannot reply to an email sent to them using an RT comment!)  Once the '[http://www.cl.cam.ac.uk/research/dtg/openroommap/static/ OpenRoomMap (ORM)] is updated use it to see where the user 'will be'.  If room information is available '''[Edit] Allocated_Office''' & '''[Update]'''.
# Copy '''notes''' for any specific instructions to paste into the RT ticket
# Return to '''RT'''
# Click '''Comment''' and paste specific equipment requests into the RT ticket
# What happens next depends on what's been requested and who has the equipment: 
#* If there are no specific equipment requests Reply to the RT ticket requestor asking:<br />''What do you intend to provide for the person please?<br />''In RT set the '''Owner''' as '''Nobody''' & '''Status''' as '''Stalled''' (with a suitable '''Due date''') & leave the '''Queue''' as '''Sys-Admin''' and then '''[Edit]''' the inventory database '''Equipment_state''' with '''Asking''' and '''[Update]'''
#* If a computer has been requested or allocated to the person but is already allocated to someone else who is still here, '''Reply''' to the RT ticket requestor asking if the new person should be made the "'''assigned user'''" of the computer (i.e. User in the inventory, the person who has 'cl-asuser' and 'sudo' privileges to do things such as install software on a managed Linux PC, & have access to the machines BMC if it has one). In RT set the '''Owner''' as '''Nobody''' & '''Status''' as '''Stalled''' (with a suitable '''Due date''') & leave the '''Queue''' as '''Sys-Admin'''.
#* If a computer has been requested or allocated to the person and is not allocated to anyone or their end date has passed then the new person should be made the "'''assigned user'''" (i.e. User in the inventory, the person who has 'cl-asuser' and 'sudo' privileges to do things such as install software on a managed Linux PC, & have access to the machines BMC if it has one).
#* If access to servers is required '''Reply''' and '''CC''' the Sponsor/Personresponsible for each server as they need to formally agree to that access in order to meet the Cam AUP (even though almost all machines are accessible by anyone in the Computer Lab by default).  In RT set the '''Owner''' as '''Nobody''' & '''Status''' as '''Stalled''' (with a suitable '''Due date''') & leave the '''Queue''' as '''Sys-Admin'''. 
# Finally when all the required information has been gather escalate the RT ticket by leaving on the '''backoffice''' queue with '''Status''' as '''new''' and '''Owner''' as '''Nobody'''

===Creating accounts for people arriving===
See [[Service_Desk_Knowledgebase:_User_Accounts_and_Groups#Part_1:_Email:_.22Account_creation_request_for_.3CCRSid.3E_arriving_.3Cdate.3E.22 | Account creation request for <CRSid> arriving <date>"]] or [[Service_Desk_Knowledgebase:_User_Accounts_and_Groups#Email:_.22Outstanding_equipment_requests_for_arriving_visitors.2Fstaff.22 | Outstanding equipment requests for arriving visitors/staff]]

===Requests for machine moves===
The move process involves:
# Reception allocate people to a free desk in a room using [http://www.cl.cam.ac.uk/research/dtg/openroommap/static/ OpenRoomMap (ORM)].
# When people are physically moved into a room, whoever moves them (e.g. the [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Procedure_for_Patching operators]) checks that the [http://www.cl.cam.ac.uk/research/dtg/openroommap/static/ OpenRoomMap (ORM)] information is correct, reporting any erros to Reception, then moves them and when the move is complete updates the [https://dbwebserver.ad.cl.cam.ac.uk/Administration/HR/HRList.aspx Staff List].
# Users can update their details within a room (e.g. if they move tables etc).


Requests for machine moves are raised by '''Reception''' after they allocate a new office.

# Take the RT ticket and check the equipment the person has in the [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Equipment/Inventory.aspx equipment Inventory].  
# Check what phone may need moving in the  [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Telephones/VoIPList.aspx VOIPList].
# If there is some equipment to move then list it and pass the ticket over to the operators.
# Set the '''Queue''' to '''oper''', the '''Owner''' to '''Nobody''' and with '''Status''' as '''new'''.


After the operators have moved the machine they should provide back details of which port the machine is now plugged into on the ticket.

1. Take the RT ticket and then update the [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Equipment/Inventory.aspx inventory] with the new machine's location.

2. Check that the information in the [https://dbwebserver.ad.cl.cam.ac.uk/Administration/HR/HRList.aspx Staff List] and the [http://www.cl.cam.ac.uk/research/dtg/openroommap/static/ OpenRoomMap (ORM)] is correct.

3. Using [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Updating_VLANs_in_the_Cisco_switches Updating VLANs in the Cisco switches] note the VLAN of the old switch port and then set the old switch port where the machine was to no longer be on the VLAN it was with '''no switch port access vlan <font color="red">vlan#</font>''' then set the new switch port to access the VLAN that was removed.

4. Check you can '''access the machine remotely'''

5. To check the "assigned user" on Linux desktop machines: On svr-ssh-1 or sandy run '''ssh -K <font color="red">$host</font> ls -l /etc/user-config/bundles'''
  -rw-rw-r-- 1 '''qg216 sysadmin''' 3565 Nov  3 20:06 /etc/user-config/bundles
to check the user can install software as the "assigned user" (i.e. sysadmin).  If not see [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Linux#Adding_privileged_or_.27assigned.27_users  Adding privileged or 'assigned' users]

6. To check the "assigned user" access to BMC on Linux desktop machines: On svr-ssh-1 or sandy run '''cl-amttool <font color="red">$host</font> user list'''
  kikyo-bmc  Registered 3 AMT user accounts:
   $$uns                  1 realm    LocalAccessPermission    Enabled  <system account>
   $$OsAdmin              6 realms   LocalAccessPermission    Enabled  <system account>
   '''qg216                 21 realms   AnyAccessPermission      Enabled'''
to check that the user has '''AnyAccessPermission Enabled'''.  If not see [[Service_Desk_Knowledgebase:_Linux#.284.7.29_BMC_ACL_-_when_up_if_present | (4.7) BMC ACL - when up if present]].

===User Can't install Software under Linux===
See [[Service_Desk_Knowledgebase:_Linux#Adding_privileged_or_.27assigned.27_users | Adding privileged or 'assigned' users]]

===Machine Hardware Problems===
[http://www.lookup.cam.ac.uk/person/gt19 Graham Titmus] (22 Apr '15)

Machines with noise issues etc.:<br />
Change the RT ticket '''queue''' to '''hw-admin''' with '''status''' '''New''' ''AND'' email a comment Nick Baterham ([mailto:nb@cl.cam.ac.uk nb@cl.cam.ac.uk]) to alert him.

===Operating System Upgrades===

* See http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Resources - ''Arrivals/Upgrades/Replacement/Disk''
and
* See [[Service_Desk_Knowledgebase:_Operator_Tasks#Linux_Operating_System_Upgrades | Linux Operating System Upgrades]]

===Duel boot requests===
[http://www.lookup.cam.ac.uk/person/pb22 Piete Brooks] (06 May '15)

Duel booting is discouraged in favour of running virtual machines instead.
The options are either Computer Lab Windows + virtual Linux, or Computer Lab Linux + virtual Windows
See http://www.cl.cam.ac.uk/local/sys/platforms/#dualboot

== Contacts ==

'''Primary'''
* [mailto:sys-admin@cl.cam.ac.uk sys-admin@cl.cam.ac.uk] (Goes to RT sys-admin queue)
* [mailto:sys-admin-comment@cl.cam.ac.uk sys-admin-comment@cl.cam.ac.uk] (Goes to CL back-office staff)
* [mailto:reception@cl.cam.ac.uk reception@cl.cam.ac.uk] (For queries about the status of someone due to arrive)

==Availability==

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

==Hints, Tips & Known Issues==
===Typical "Standard Lab PC" (Linux & Windows) Spec.===
[http://www.lookup.cam.ac.uk/person/gt19 Graham Titmus]

  '''Typical Standard Computer Lab PC Spec. Dated 15/04/15:'''  
  
  Qty     Item            Price   Total   Description 
  1       Med-ATXB        £66     £66     Med Tower ATX Case High Efficiency 80Plus 350W PSU 
  1       SH-W163A-BL     £18     £18     Samsung Internal 22xDVD-RW SATA Black 
  1       Q87M-E  £98     £98     ASUS 1150 Q87M-E Executive Series /SI M-ATX Haswell 
  1       SV300S37A/240G  £70     £70     Kingston V300 - 240GB - Read 450MB/s - Write 450MB/s - 533 DW 
  1       i5-4670 £169    £169    Intel Haswell Core i5-4670 3.4-3.8 GHz 4 Cores, 84W, HD Graphics 4600 
  2       KVR16N11/8      £53     £106    8GB 1600MHz DDR3 Non-ECC CL11 DIMM 
  2       25SATSAS35      £11     £22     StarTech.com 2.5 inch SATA/SAS SSD/HDD to 3.5 inch SATA Hard Drive Converter 
  2       HSB100SATBK     £14     £28     StarTech.com 5.25 inch Tray-Less Hot Swap Mobile Rack for 3.5 inch Hard Drive 
  1       USB2.0Header    £3      £3      USB 2.0 Header plate 
  1       Header  £5      £5      Serial Header plate 
  1       USB3.0Header    £9      £9      USB 3.0 Header plate 
  1       K/B-Mouse-Bl    £17     £17     Microsoft USB Wired Desktop 600 Keyboard+Mouse Black 
  Total:          £611.00 
  Discount:       £30.55 
  Total Ex-VAT:   £580.45 
  VAT:            £116.09 
  Total:          £696.54
  
  to which you need to add a screen - a 4K screen costs about £300 + VAT.

==Categorising Keywords==
* Resources PC machines new arrivals upgrades failures