Service Desk Knowledgebase: Purchasing: Difference between revisions

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==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''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 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 someone from purchasing who, I'm sure, will be in contact shortly.''  NOTE: If the RT ticket has not been taken in TWO DAYS then follow up by emailing [mailto:gt19@cam.ac.uk gt19@cam.ac.uk].
 
* [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 11:24, 15 January 2015


This is the Purchasing 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

  • ???

SLA

  • N/A

Service Desk Call Handling Procedure

  • RT tickets can be escalated 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 someone from purchasing who, I'm sure, will be in contact shortly. NOTE: If the RT ticket has not been taken in TWO DAYS then follow up by emailing gt19@cam.ac.uk.

Contacts

Primary

Other

Availability

  • N/A

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • purchasing software hardware consumables Apple Mac iMac iPhone
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