Service Desk Knowledgebase: Required Updates

This is the CL Wiki Required Updates page of Service Desk Knowledgebase. The overall objective is to provide a catalogue of services which the CL provides to its users, and to provide focused information about them. The target audience is however the Service Desk team in order to help them handle incidents, problems and requests about CL services.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

This list is only to act as a reminder for administrative processes.

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Need checking:

• https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_OpenRoomMap
• https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mac
• https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Linux - Detailed procedure required for 3.2 "BMC BIOS setup - if present" (from http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/MachineSetup#bmc) if expected to be done.
• Procedure for DHCP registration required at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Dealing_with_DHCP_Registration
• No Service Desk Call Handling Procedure or contacts https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access#Service_Desk_Call_Handling_Procedure
• Need some training & simple documentation on when & how to use the remote management tools available https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Management
• On-going task but escalation procedure needs defining https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Servers#Service_Desk_Call_Handling_Procedure
• https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources only seems to have partial procedures for dealing with equipment for new arrivals.
• OfficeLink & OpenRoomMap update required for https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#Requests_for_machine_moves (see https://rt.cl.cam.ac.uk/Ticket/Display.html?id=95124 )?
• We need an escalation procedure for RT tickets regarding telephones & to clarify who does what - https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones#Service_Desk_Call_Handling_Procedure
• Internal to CL escalateion procedure or just escalete to the UIS? https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_UIS_Managed#Service_Desk_Call_Handling_Procedure
• RT ticket escalation not defined in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_WWW#Service_Desk_Call_Handling_Procedure
• Linux OS Upgrade procedure in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Linux_Operating_System_Upgrades
• Info required in SSH from Outside the Computer Lab to a CL Linux Box Timing Out
• https://rt.cl.cam.ac.uk/Ticket/Display.html?id=94616 suggest that (cl-)amttool, amtterm, wsman and ipmitool need to be added to the tools. See the section on RemoteManagement on http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo such as http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/IAMT and http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/IPMI (vrw10: Note made at Remote Management

but we'll need a step-by-step guide to used these tools.)

Re-writes to be done by vrw10

Please put in here hints, tips and procedures (or links to them) that you would like re-written into the Service Desk Knowledgebase contents pages "in my words".

• ???

Things To Do: iwm21

Proposed changes suggested by iwm21