View source for Service Desk Knowledgebase: Sys-Admin

[[Category:Service Desk Knowledgebase]]

This is the Sys-Admin 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]'''.

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==Key Service Description & URLs==
* [http://www.cl.cam.ac.uk/local/sys/ Local System Information]
* [http://www.cl.cam.ac.uk/local/sys/rt/ The RT ticketing system]
* [http://www.cl.cam.ac.uk/local/sys/roles/ Email rôle addresses within the department]
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''')

==CL Customer Documentation==
* [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/local/sys/faq/ Frequently Asked Questions]
* [http://www.cl.cam.ac.uk/local/sys/az/ A–Z index of local system administration pages]

==Further CL Sys-Admin Resources==
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk  - ''Helpdesk Info''
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/ - ''Higher-level SysInfo Info''

==Underpinning Services==
* Network, RT, Mail

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

==Costs==
* Support is free to all current staff and students of the Computer Laboratory

==SLA==
* N/A

==Service Desk Call Handling Procedure==
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the Sys-Admin team by changing or leaving the '''Queue''' as '''sys-admin''' with the '''Owner''' set to '''Nobody''' and the '''Status''' set to '''new'''.  Tell the requestor:<br /> ''I am passing this request over to a Sys-Admin who, I'm sure, will be in contact shortly.''

* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the experts 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.''

== Contacts ==

'''Primary'''
* [mailto:sys-admin@cl.cam.ac.uk sys-admin@cl.cam.ac.uk] (Goes into RT '''sys-admin''' queue)
* Tel: Not available

'''Other'''
'''Computer Laboratory''':
* [http://www.lookup.cam.ac.uk/person/crsid/gt19 Graham Titmus]
* [http://www.lookup.cam.ac.uk/person/crsid/maj1 Martyn Johnson]
* [http://www.lookup.cam.ac.uk/person/crsid/pb22 Piete Brooks]

'''University Information Services''':
* [http://www.lookup.cam.ac.uk/person/crsid/mw245 Marcel ten Wolde]
* [http://www.lookup.cam.ac.uk/person/crsid/iwm21 Ian Mackey]
* [http://www.lookup.cam.ac.uk/person/crsid/lls21 Lynda Stratford]
* [http://www.lookup.cam.ac.uk/person/crsid/ads51 Adrian Stone]
* [http://www.lookup.cam.ac.uk/person/crsid/vrw10 Vince Woodley]

==Availability==

* Monday: 10:00-17:00
* Tuesday: 10:00-17:00
* Wednesday: 10:00-17:00
* Thursday: 10:00-17:00
* Friday: 10:00-17:00
* Saturday: Closed
* Sunday: Closed

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

Info

==Categorising Keywords==
* Sys-Admin Help Desk Helpdesk Service-Desk Service Desk