Service Desk Knowledgebase: Lecture Theatre and AV: Difference between revisions

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==Key Service Description & URLs==
==Key Service Description & URLs==
* [http://www.cam.ac.uk/cs/ ???] - ''A description of the service''
* [http://www.cam.ac.uk/cs/ ???] - ''A description of the service''
* http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Av
* [http://news.uis.cam.ac.uk/articles/cindex UIS News - All current articles]
* [http://news.uis.cam.ac.uk/articles/cindex UIS News - All current articles]


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==CL TechLink Documentation==
==CL TechLink Documentation==
* [http://www.cam.ac.uk/cs/ ???]
* N/A


==Underpinning Services==
==Underpinning Services==
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==Customer-base for this Service==
==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?)''
* All staff and students of the Computer Laboratory


==Costs==
==Costs==
* Free to all current staff and students of the collegiate University
* Free to all current staff and students of the Computer Laboratory


==SLA==
==SLA==
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==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''Escalation points and key contacts to be defined...''
''Escalation points and key contacts to be defined...''
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Queue''' to "'''UCS ???'''" with the '''Owner''' set to '''Nobody'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.'
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Queue''' to "'''UCS ???'''" with the '''Owner''' set to '''Nobody'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''


* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''".  Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.''
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''".  Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.''
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*
*


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


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==Categorising Keywords==
==Categorising Keywords==
* ''A categorization or service type''
* Lecture Theatre AV Audio Visual

Revision as of 11:53, 20 November 2014


This is the Lecture Theatre and AV 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

CL TechLink Documentation

  • N/A

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

  • ??? - Timeframes or service level agreement for fulfilling the service

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 & Known Issues

Title Person (Date)

Info…

Categorising Keywords

  • Lecture Theatre AV Audio Visual
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