Service Desk Knowledgebase: UIS Managed: Difference between revisions
From Computer Laboratory System Administration
Jump to navigationJump to search
| Line 37: | Line 37: | ||
==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...'' | ||
* [https://rt.cl.cam.ac.uk | * [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 [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname] by changing the '''Owner''' to '''???''' | * [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 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 15:26, 8 January 2015
This is the "UIS Managed" 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
- Computer Lab MCS Facility in the "Intel Laboratory" (SW11)
- https://git.csx.cam.ac.uk/i/ - UIS Git Repository Hosting Service
- UIS News - All current articles
William Gates Building Floor Plans (inc. Room Codes):
- Ground floor (G)
- First floor (F)
- Second floor (S)
- Find a room
CL Customer Documentation
Further CL Sys-Admin Resources
- http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Git - GIT Documentation
Underpinning Services
- ??? - Any supporting or underpinning services
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?)
Costs
- Free to all current staff and students of the collegiate University
SLA
- N/A
Service Desk Call Handling Procedure
Escalation points and key contacts to be defined...
- 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:
I am passing this request over to the ??? team who, I'm sure, will be in contact shortly.
- 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:
I am passing this request over to the ??? team who, I'm sure, will be in contact shortly.
- RT tickets can be escalated to Firstname Lastname by changing the Owner to ??? with the Status set to new. Tell the requestor:
I am passing this request over to ??? who, I'm sure, will be in contact shortly.
Contacts
Primary
- ???@cl.cam.ac.uk (Goes to ???)
- ???@lists.cam.ac.uk (Goes to ???)
- Tel: ???
Other
Availability
- Monday:
- Tuesday:
- Wednesday:
- Thursday:
- Friday:
- Saturday: Closed
- Sunday: Closed
Hints, Tips & Known Issues
Title Person (Date)
Categorising Keywords
- Git Repository Service MCS Room Managed Cluster Service
