Service Desk Knowledgebase: Sys-Admin: Difference between revisions
From Computer Laboratory System Administration
Jump to navigationJump to search
| (16 intermediate revisions by 2 users not shown) | |||
| Line 1: | Line 1: | ||
[[Category:Service Desk Knowledgebase]] | [[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. | 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 '''[mailto:sys-admin-aside@cl.cam.ac.uk sys-admin-aside@cl.cam.ac.uk]'''. | 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]'''. | ||
{{ServicePortfolio}} | |||
==Key Service Description & URLs== | ==Key Service Description & URLs== | ||
| Line 11: | Line 12: | ||
* [http://www.cl.cam.ac.uk/local/sys/rt/ The RT ticketing system] | * [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/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''') | * [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''') | ||
| Line 19: | Line 19: | ||
* [http://www.cl.cam.ac.uk/local/sys/az/ A–Z index of local system administration pages] | * [http://www.cl.cam.ac.uk/local/sys/az/ A–Z index of local system administration pages] | ||
==Further CL Sys-Admin | ==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== | ==Underpinning Services== | ||
* | * Network, RT, Mail | ||
==Customer-base for this Service== | ==Customer-base for this Service== | ||
| Line 29: | Line 30: | ||
==Costs== | ==Costs== | ||
* | * Support is free to all current staff and students of the Computer Laboratory | ||
==SLA== | ==SLA== | ||
| Line 35: | Line 36: | ||
==Service Desk Call Handling Procedure== | ==Service Desk Call Handling Procedure== | ||
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the Sys-Admin team by changing the '''Queue''' | * [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 == | == Contacts == | ||
'''Primary''' | '''Primary''' | ||
* [mailto:sys-admin@cl.cam.ac.uk sys-admin@cl.cam.ac.uk] (Goes | * [mailto:sys-admin@cl.cam.ac.uk sys-admin@cl.cam.ac.uk] (Goes into RT '''sys-admin''' queue) | ||
* Tel: Not available | * Tel: Not available | ||
| Line 65: | Line 68: | ||
* Saturday: Closed | * Saturday: Closed | ||
* Sunday: Closed | * Sunday: Closed | ||
==Hints, Tips & Known Issues== | ==Hints, Tips & Known Issues== | ||
===Title=== | |||
[http://www.lookup.cam.ac.uk/person/??? Person] (Date) | |||
Info | |||
==Categorising Keywords== | ==Categorising Keywords== | ||
* Sys-Admin Help Desk Helpdesk Service-Desk Service Desk | * Sys-Admin Help Desk Helpdesk Service-Desk Service Desk | ||
Latest revision as of 13:10, 19 June 2015
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
sys-admin-aside@cl.cam.ac.uk.
Return to the Service Desk Knowledgebase SERVICE PORTFOLIO
Key Service Description & URLs
- Local System Information
- The RT ticketing system
- Email rôle addresses within the department
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
- An Introduction to the Computing Facilities at the Computer Laboratory
- Frequently Asked Questions
- 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
- 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:
I am passing this request over to a Sys-Admin who, I'm sure, will be in contact shortly.
- 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:
I am passing this request over to the experts who, I'm sure, will be in contact shortly.
Contacts
Primary
- sys-admin@cl.cam.ac.uk (Goes into RT sys-admin queue)
- Tel: Not available
Other Computer Laboratory:
University Information Services:
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
Person (Date)
Info
Categorising Keywords
- Sys-Admin Help Desk Helpdesk Service-Desk Service Desk
