View source for Service Desk Knowledgebase: Wireless Network Access

[[Category:Service Desk Knowledgebase]]
<br>
This is the Wireless Network Access 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==
* [https://www.cl.cam.ac.uk/local/sys/network/wireless/ Wireless Network Access] at the Computer Lab
* Computer Lab UniOfCam Ticket Console: https://www.wireless.cam.ac.uk/inst/CL/
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''')
* [https://www.wireless.cam.ac.uk/person/self/ UniCam network colleague ticket] for staff memebers to issue tickets for visitors

==CL Customer Documentation==
'''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]'''

==Further CL Sys-Admin Resources==
* Computer Lab UniOfCam Ticket Console: https://www.wireless.cam.ac.uk/inst/CL/
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/WirelessAccesspoints - ''Wireless network access point setup''

==Underpinning Services==
* The Computer Lab has the following ESSIDs: 
** '''Eduroam'''
** '''UniOfCam''' (was Lapwing)
** '''Internal-CL''' for users who need a Computer Lab IP address
** A '''wgb''' "open access" guest network
** An old (deprecated) '''w-107-CB3-0FD''' wireless network.
See http://www.cl.cam.ac.uk/local/sys/network/wireless/ for more information.

==Customer-base for this Service==
* The customer-based depends on the ESSID:
** All Eduroam users (on '''Eduroam''')
** All valid Raven accounts and UniOfCam ticket holders (on '''UniOfCam''')
** On '''Internal-CL''' Authorisation is based on a CRSID linked to the CL (i.e. all lab members) and like [http://www.ucs.cam.ac.uk/wireless/eduroam/localusers Eduroam]
** "Guests" (on '''wgb''')
** Staff and research students (on the old and depricated '''w-107-CB3-0FD''')

==Costs==
* Free to all the customer-base

==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.''

===UniOfCam tickets for Events=== 
'''UniOfCam tickets''' for '''Events''' that require wireless network access can be generated using the Computer Lab UniOfCam '''Ticket Console''' at https://www.wireless.cam.ac.uk/inst/CL/ send the requestor both a '''CSV''' file ('''Save''') and a '''PDF''' file ('''Print''') of their tickets. (You may need to install [http://www.cutepdf.com/Products/CutePDF/writer.asp CutePDF Writer & the converter] to print to a PDF file in Windows.)

===Internal-CL access===
Access to the CL-Intenral wireless network is provided by default for all members of the department.  Additional people can be added provided their use is legitimate by adding them to the lookup group [https://www.lookup.cam.ac.uk/group/cl-network-access/members cl-network-access] (this is the same group that controls use of our VPN as they logically achieve the same goal of
giving the user a CL IP address).

* Add the user to the lookup group
* Stall the ticket until their usage is due to end and add as a comment a note on ticket to remove them from the group at that date
* Change the ticket title to '''Remove user from cl-netowrk-access (Was: <<old subject>>)'''

after their period of use ends the ticket will become live again the user should be removed from the lookup group.

== Contacts ==

'''Primary'''
* [mailto:sys-admin-comment@cl.cam.ac.uk sys-admin-comment@cl.cam.ac.uk] (Goes to CL back office staff)

==Availability==

* 24x7

==Hints, Tips & Known Issues==
===Title===
[http://www.lookup.cam.ac.uk/person/CRSid Firstname Lastname] (Date)

The info...

==Categorising Keywords==
* Wireless Network Access Eduroam UniOfCam w-107-CB3-0FD wgb