Service Desk Knowledgebase: Required Updates: Difference between revisions

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


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===Need CL Attention===
'''Need checking:'''
''If they have been updated and then require re-writing "in my words" please '''cut & paste''' them into the'' '''In my words re-writes to be done by UIS''' ''section below.''
* 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.
* I'm not clear on the card issuing procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mifare_(University)_Cards#Email:_.22Mifare_cards_required_for_visitors.22 (e.g.  RT#95087 & RT#95090)
* Procedure for DHCP registration required at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Dealing_with_DHCP_Registration
* Costs & Contacts in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Purchasing ?
* 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
* Is a procedure for dealing with CL mailing lists required? https://rt.cl.cam.ac.uk/Ticket/Display.html?id=95165
* Should https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Procedure_for_Patching include information on updating OpenRoomMap as per https://rt.cl.cam.ac.uk/Ticket/Display.html?id=95124 ?
* Linux OS Upgrade procedure in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Linux_Operating_System_Upgrades


# Escalation procedure for https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_OpenRoomMap
# 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.
# Draft 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 and information required on dealing with SSH keys if it's expected to be dealt with.
#  Is the New Arrivals procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals complete?
# RT ticket escalation not defined in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_WWW#Service_Desk_Call_Handling_Procedure
# Draft Linux OS Upgrade procedure in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Linux_Operating_System_Upgrades
# Does https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Building_Services#Service_Desk_Call_Handling_Procedure require a special procedure for the Building Management System (BMS)?
# https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_User_Accounts_and_Groups#Keeping_open_CL_accounts_for_a_student_who_is_going_on_to_a_CL_PhD needs checking please.
# '''New Arrivals''' procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals needs review (See [https://rt.cl.cam.ac.uk/Ticket/Display.html?id=96587 RT#96587] & [https://rt.cl.cam.ac.uk/Ticket/Display.html?id=96922 RT#96587]).
# https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks to include checklist (RT#96191)?
# Could you please check the procedures at: https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#User_requests_a_CL_mailing_list & https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Servers#Creating_a_HotCRP_Conference_Web_Server as I don't believe that they have been gone through much.
# https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#Request_from_admin_staff_for_a_list_update https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#CL_Alias: - need checking for "in line lists" & "shared role address" info.
# https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#Post_move Post Move update required regarding the install AMT and IPMI PWs (See pb22 Oct 12 14:45:54 2015 [https://rt.cl.cam.ac.uk/Ticket/Display.html?id=97089 RT#970890])
# https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones - Something about 'conference phones' perhaps in the Telephones section?
# Common case of setting up a new machine - https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Scratch_space Requires insertion into https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals when the appropriate steps for machines other than Linux OS are defined.
# RT Ticket [https://rt.cl.cam.ac.uk/Ticket/Display.html?id=96190 96190] - the following needs checking https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Scratch_space#Connecting_to_the_Lab_from_a_remote_computer_outside_the_CUDN and moving to https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access if okay.


==Re-writes to be done by vrw10==
=="In my words" re-writes to be done by UIS==


''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".''
''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".''


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
==Suggestions from iwm21==
 
''(vrw10: Note made at
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Management#Further_CL_Sys-Admin_Resources
but we'll need a step-by-step guide to used these tools.)''
 
https://rt.cl.cam.ac.uk/Ticket/Display.html?id=94951 has the policy on requests for SW for the pool of 41 ACS machines.
Basically individual users can load private copies of any 'special' things they need in their $HOME (and maybe setting some environment variables to find it); anything of use to the bulk of the people doing the course should be requested by the course giver.
 
'''INFO REQUIRED''' (26/03/15) - see [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access#SSH_from_Outside_the_Computer_Lab_to_a_CL_Linux_Box_Timing_Out SSH from Outside the Computer Lab to a CL Linux Box Timing Out]
 
'''DONE''' (26/03/15) - see [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access#.22No_matching_mac_found.22_for_ssh_to_slogin_service "No matching mac found" for slogin service]
 
I'm not clear on the card issuing procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mifare_(University)_Cards#Email:_.22Mifare_cards_required_for_visitors.22 (e.g. RT#95087 & RT#95090) - the procedure is to use a University card when people are here a long time but otherwise we issue white cards.  The latter procedure requires a card reader and some cards so is probably one to be escalated to the CL backoffice.  Any visitor less than about 6 months will use a white card (unless they previously have a University card - we can use expired Uni cards).  Normally tickets are raised about a week before arrival - check the length of stay - it is is a long stay person then ask reception what is happening about their card, if it might not be ready in time or has not been requested either deliberately or in error then create a white card to be on the safe side.
 
Should https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Procedure_for_Patching include information on updating OpenRoomMap as per https://rt.cl.cam.ac.uk/Ticket/Display.html?id=95124 ? - I've made some changes to clarify the procedure.
 
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 - pages updated.
 
Is a procedure for dealing with CL mailing lists required? https://rt.cl.cam.ac.uk/Ticket/Display.html?id=95165 - the basic procedure is to migrate the list to lists.cam.ac.uk unless it is a dynamic list.  I migrate when I need to touch a list.  As such this is at a bit of an interim state.  I have added the update lists procedure so you can do this task.  Please tidy up my notes.
 
Costs & Contacts in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Purchasing  - done
 
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mac checked and several tidies done.
 
 
==Things To Do: iwm21==
[https://wiki.cam.ac.uk/cl-sys-admin/User:iwm21#Proposed_changes.2Fadditions_to_the_CL_wiki: Proposed changes suggested by iwm21]
[https://wiki.cam.ac.uk/cl-sys-admin/User:iwm21#Proposed_changes.2Fadditions_to_the_CL_wiki: Proposed changes suggested by iwm21]

Latest revision as of 13:07, 23 December 2015

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.

Need CL Attention

If they have been updated and then require re-writing "in my words" please cut & paste them into the In my words re-writes to be done by UIS section below.

  1. Escalation procedure for https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_OpenRoomMap
  2. 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.
  3. Draft procedure for DHCP registration required at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Dealing_with_DHCP_Registration
  4. 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 and information required on dealing with SSH keys if it's expected to be dealt with.
  5. Is the New Arrivals procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals complete?
  6. RT ticket escalation not defined in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_WWW#Service_Desk_Call_Handling_Procedure
  7. Draft Linux OS Upgrade procedure in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Linux_Operating_System_Upgrades
  8. Does https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Building_Services#Service_Desk_Call_Handling_Procedure require a special procedure for the Building Management System (BMS)?
  9. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_User_Accounts_and_Groups#Keeping_open_CL_accounts_for_a_student_who_is_going_on_to_a_CL_PhD needs checking please.
  10. New Arrivals procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals needs review (See RT#96587 & RT#96587).
  11. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks to include checklist (RT#96191)?
  12. Could you please check the procedures at: https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#User_requests_a_CL_mailing_list & https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Servers#Creating_a_HotCRP_Conference_Web_Server as I don't believe that they have been gone through much.
  13. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#Request_from_admin_staff_for_a_list_update https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#CL_Alias: - need checking for "in line lists" & "shared role address" info.
  14. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#Post_move Post Move update required regarding the install AMT and IPMI PWs (See pb22 Oct 12 14:45:54 2015 RT#970890)
  15. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones - Something about 'conference phones' perhaps in the Telephones section?
  16. Common case of setting up a new machine - https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Scratch_space Requires insertion into https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals when the appropriate steps for machines other than Linux OS are defined.
  17. RT Ticket 96190 - the following needs checking https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Scratch_space#Connecting_to_the_Lab_from_a_remote_computer_outside_the_CUDN and moving to https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access if okay.

"In my words" re-writes to be done by UIS

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".

Suggestions from iwm21

Proposed changes suggested by iwm21

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