Service Desk Knowledgebase: Operator Tasks: Difference between revisions

From Computer Laboratory System Administration
Jump to navigationJump to search
Line 36: Line 36:
''Escalation points and key contacts to be defined...''
''Escalation points and key contacts to be defined...''


* [https://rt.cl.cam.ac.uk RT] tickets can be escalated to the ??? team by 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 the ??? team who, I'm sure, will be in contact shortly.''
* [https://rt.cl.cam.ac.uk RT] tickets can be escalated to the sys-admin team by changing the '''Queue''' as '''sys-admin''' with the '''Owner''' set to '''Nobody''' and the '''Status''' set to '''new'''.


* [https://rt.cl.cam.ac.uk RT] tickets can be escalated to the ??? by changing the '''Queue''' to '''???''' with the '''Owner''' set to '''Nobody''' and the '''Status''' set to '''new'''.  Tell the requestor:<br /> ''I am passing this request over to the ??? team who, I'm sure, will be in contact shortly.''
* [https://rt.cl.cam.ac.uk RT] tickets can be taken by the oper team by changing the '''Queue''' to '''oper''' with the '''Owner''' set to '''Nobody''' and the '''Status''' set to '''new'''.  When the work requested has been completed the ticket should be set to '''new''', the owner to '''nobody''' and the queue to '''sys-admin'''.
 
* [https://rt.cl.cam.ac.uk RT] tickets can be escalated to [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname] by changing the '''Owner''' to '''???''' with the '''Status''' set to '''new'''. Tell the requestor:<br /> ''I am passing this request over to ???  who, I'm sure, will be in contact shortly.''


== Contacts ==
== Contacts ==

Revision as of 16:43, 27 January 2015


This is the Operator Tasks 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 Resources

Underpinning Services

  • ??? - Any supporting or underpinning services

Customer-base for this Service

  • All staff and students of the Computer Laboratory

Costs

  • Free to all current staff and students of the Computer Laboratory

SLA

  • N/A

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

  • RT tickets can be escalated to the sys-admin team by changing the Queue as sys-admin with the Owner set to Nobody and the Status set to new.
  • RT tickets can be taken by the oper team by changing the Queue to oper with the Owner set to Nobody and the Status set to new. When the work requested has been completed the ticket should be set to new, the owner to nobody and the queue to sys-admin.

Contacts

Primary

Other

Availability

  • 24x7

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • OpenRoomMap
Retrieved from "https://wiki.cam.ac.uk/wiki/cl-sys-admin/index.php?title=Service_Desk_Knowledgebase:_Operator_Tasks&oldid=1210"