Service Desk Knowledgebase: WWW: Difference between revisions
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[[Category:Service Desk Knowledgebase | [[Category:Service Desk Knowledgebase]] | ||
<br> | <br /> | ||
This is the WWW 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 WWW 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]'''. | ||
Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] | Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] | ||
==Key Service Description & URLs== | ==Key Service Description & URLs== | ||
* [http://www.cam.ac.uk/ | * [http://www.cl.cam.ac.uk/local/web/personal.html Personal web pages] e.g. '''http://www.cl.cam.ac.uk/~<font color="red">CRSid</font>''' (Actually stored in the directory in the user's Unix superhome directory '''/auto/userfiles/<font color="red">CRSid</font>/public_html/''' on the '''[http://www.cl.cam.ac.uk/local/sys/filesystems/ Elmer]''' fileserver) | ||
* http://www. | * [https://www.cl.cam.ac.uk/local/web/personal.html#dynamic Dynamic Content Personal Web Pages] e.g. '''http://www-dyn.cl.cam.ac.uk/~<font color="red">CRSid</font>''' (Actually stored in the directory in the user's Unix superhome directory '''/auto/userfiles/<font color="red">CRSid</font>/dynamic_html/public_html/''' on the '''[http://www.cl.cam.ac.uk/local/sys/filesystems/ Elmer]''' fileserver) | ||
* [http:// | * [http://www.cl.cam.ac.uk/local/web/ Computer Laboratory web servers and web sites] | ||
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''') | |||
==CL Customer Documentation== | ==CL Customer Documentation== | ||
* [http://www.cam.ac.uk/cs/ ???] | * [http://www.cam.ac.uk/cs/ ???] | ||
==CL | ==Further CL Sys-Admin Documentation== | ||
* | * http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/WWW - ''CL Sys-Admin Documentation'' | ||
==Underpinning Services== | ==Underpinning Services== | ||
| Line 27: | Line 29: | ||
==SLA== | ==SLA== | ||
* | * N/A | ||
==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...'' | ||
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated | * [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated 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.'' | ||
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''". Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.'' | * [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''". Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.'' | ||
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by emailing [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] and setting the '''Status''' to '''@3rdparty'''. Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.'' | * [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by emailing [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] and setting the '''Status''' to '''@3rdparty'''. Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.'' | ||
===Requests to update personal webpages if no longer at the CL=== | |||
(e.g. http://www.cl.cam.ac.uk/~smh22) | |||
# Establish that the person requesting the change has the right to do so: | |||
#* Authroised by another UTO or Departmental Secretary. | |||
#* A CO might do it if the user concerned phones and the user was recognised. | |||
#* ''[NOTE: discretionary accounts that would allow access are only given for people to collaborate '''not''' for this reason.]'' | |||
# Make sure Pageant.EXE is running and has your private key by double clicking on '''CL.ppk''' or similar | |||
# Use PuTTY and go to the CL's '''slogin-serv.cl.cam.ac.uk''' | |||
# Make the PuTTY window longer | |||
# Type '''kinit''' & press '''[Enter]''' | |||
# Enter your CL Password for '''CRSid@AD.CL.CAM.AC.UK''' & press '''[Enter]''' | |||
# '''ssh -K laira''' & press '''[Enter]''' | |||
# Go to the user's webpage directory with '''cd /homes/<font color="red">CRSid</font>/public_html/''' & press '''[Enter]''' | |||
# Edit the index.html file with '''sudo vi index.html''' & press '''[Enter]''' | |||
'''GENERAL NOTES on vi''' | |||
* '''/'''''string'' and '''[Enter]''' (search for the string) | |||
* ''':''' for command prompt | |||
* ''':1''' to go to line 1 | |||
* ''':wq''' and '''[Enter]''' is write & quit | |||
* ''':q!''' and '''[Enter]''' is quit without writing (if you mess up!) | |||
* ''':help''' and '''[Enter]''' for help | |||
* '''Arrow-keys''' scroll around text | |||
* '''Ctrl+F''' to page-'''F'''orward through text | |||
* '''Ctrl+B''' to page-'''B'''ack through text | |||
* '''Shift+A''' to go into '''-- INSERT --''' mode at end of line | |||
* '''i''' to go into '''-- INSERT --''' mode at the cursor | |||
* '''Shift+R''' to enter '''-- REPLACE --''' or "Overtype" mode | |||
* '''[Esc]''' escape out of '''-- INSERT --''' & '''-- REPLACE --''' mode | |||
* '''u''' undo last change | |||
* '''dd''' deletion (if pressed twice the object is the current line) | |||
# '''[Esc]''' out of INSERT mode | |||
# ''':wq''' and '''[Enter]''' to write the file and quit vi and return to a '''laira:public_html$''' prompt. | |||
# Use '''exit''' and '''[Enter]''' to exit (and eventually close down PuTTY) | |||
===Setting or changing a redirect request=== | |||
A number of sections of the site are redirected to other places, this happens for example when a member of staff moves to another institution. | |||
1. Use '''cd /anfs/www/admin/shared.conf''' and '''[Enter]''' on any Lab Managed machine | |||
2. Check-out the cl.VH-redirects file using '''co -l cl.VH-redirects''' and '''[Enter]''' | |||
3. Use vi to edit the file with '''vi cl.VH-redirects''' and '''[Enter]''' using the examples already in the file as a guide | |||
'''GENERAL NOTES on vi''' | |||
* '''/'''''string'' and '''[Enter]''' (search for the string) | |||
* ''':''' for command prompt | |||
* ''':wq''' and '''[Enter]''' is write & quit | |||
* ''':q!''' and '''[Enter]''' is quit without writing (if you mess up!) | |||
* ''':help''' and '''[Enter]''' for help | |||
* '''Arrow-keys''' scroll around text | |||
* '''Ctrl+F''' to page-'''F'''orward through text | |||
* '''Ctrl+B''' to page-'''B'''ack through text | |||
* '''Shift+A''' to go into '''-- INSERT --''' mode at end of line | |||
* '''a''' to go into '''-- INSERT --''' mode at the cursor | |||
* '''Shift+R''' to enter '''-- REPLACE --''' or "Overtype" mode | |||
* '''[Esc]''' escape out of '''-- INSERT --''' & '''-- REPLACE --''' mode | |||
* '''u''' undo last change | |||
* '''dd''' deletion (if pressed twice the object is the current line) | |||
4. '''rcsdiff cl.VH-redirects''' and '''[Enter]''' to check what changes have actually been made | |||
5. Use '''ci -u cl.VH-redirects''' and '''[Enter]''' to check-in and add a comment of the RT ticket number e.g. '''RT#94171''' then '''[Enter]'''<br /> and exit with '''.[Enter] ''' | |||
6. Login to the www server using '''ssh www''' or '''cl-xon www''' and '''[Enter]''' | |||
7. Install the files using '''cd /anfs/www/admin/shared.conf && make inst-cl.VH-redirects''' and '''[Enter]''' | |||
8. Restart the service so the new config is active using '''cl-asuser service httpd graceful''' and '''[Enter]''' | |||
===Conference websites=== | |||
We would host a conference website under www.cl.cam.ac.uk/conference with the actual conference name as the next part of the address. | |||
One of two approaches can be taken. Either the pages are stored on an individuals home public html directory and a redirect set up as above or the directory can be on a dynamic web server if active content is required (there are examples to copy in the cl.VH-redirects file). A more common approach is to buy a web site for the conference and do the redirect form there | |||
===Creating a HotCRP Conference Web Server=== | |||
See [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Servers#Creating_a_HotCRP_Conference_Web_Server Creating a HotCRP Conference Web Server] | |||
== Contacts == | == Contacts == | ||
| Line 61: | Line 144: | ||
==Hints, Tips & Know Issues== | ==Hints, Tips & Know Issues== | ||
=== Capcha popups from Google === | |||
This has been an ongoing problem for some time. It only ''affects our traffic from IPV6 addresses''. | |||
As a workaround, '''~djsd100/4google.xml''' is a search engine definition | |||
which, placed in '''~/firefox/[profile name]/searchplugins''' will give | |||
you a "Google IPV4 search", which uses '''ipv4.google.com''' explicitly. (The | |||
profile name is usually 8 alphanumeric characters, a full stop, and the | |||
name presented to you in the '''Firefox Profile Manager'''). | |||
==Categorising Keywords== | ==Categorising Keywords== | ||
* WWW World-wide Web World Wide Internet Redirect Re-direct Request | * WWW World-wide Web World Wide Internet Redirect Re-direct Request Personal Web Pages | ||
Latest revision as of 08:18, 30 September 2015
This is the WWW 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
- Personal web pages e.g. http://www.cl.cam.ac.uk/~CRSid (Actually stored in the directory in the user's Unix superhome directory /auto/userfiles/CRSid/public_html/ on the Elmer fileserver)
- Dynamic Content Personal Web Pages e.g. http://www-dyn.cl.cam.ac.uk/~CRSid (Actually stored in the directory in the user's Unix superhome directory /auto/userfiles/CRSid/dynamic_html/public_html/ on the Elmer fileserver)
- Computer Laboratory web servers and web sites
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
Further CL Sys-Admin Documentation
- http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/WWW - CL Sys-Admin Documentation
Underpinning Services
- ??? - Any supporting or underpinning services
Customer-base for this Service
- All staff and students of the Computer Laboratory
Costs
- Free to all current staff and students of the Computer Laboratory
SLA
- N/A
Service Desk Call Handling Procedure
Escalation points and key contacts to be defined...
- RT tickets can be escalated 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.
- RT tickets can be escalated to the ??? by changing the Owner to ???". Tell the requestor:
I am passing this request over to ??? who, I'm sure, will be in contact shortly.
- RT tickets can be escalated by emailing ???@cl.cam.ac.uk and setting the Status to @3rdparty. Tell the requestor:
I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.
Requests to update personal webpages if no longer at the CL
(e.g. http://www.cl.cam.ac.uk/~smh22)
- Establish that the person requesting the change has the right to do so:
- Authroised by another UTO or Departmental Secretary.
- A CO might do it if the user concerned phones and the user was recognised.
- [NOTE: discretionary accounts that would allow access are only given for people to collaborate not for this reason.]
- Make sure Pageant.EXE is running and has your private key by double clicking on CL.ppk or similar
- Use PuTTY and go to the CL's slogin-serv.cl.cam.ac.uk
- Make the PuTTY window longer
- Type kinit & press [Enter]
- Enter your CL Password for CRSid@AD.CL.CAM.AC.UK & press [Enter]
- ssh -K laira & press [Enter]
- Go to the user's webpage directory with cd /homes/CRSid/public_html/ & press [Enter]
- Edit the index.html file with sudo vi index.html & press [Enter]
GENERAL NOTES on vi
- /string and [Enter] (search for the string)
- : for command prompt
- :1 to go to line 1
- :wq and [Enter] is write & quit
- :q! and [Enter] is quit without writing (if you mess up!)
- :help and [Enter] for help
- Arrow-keys scroll around text
- Ctrl+F to page-Forward through text
- Ctrl+B to page-Back through text
- Shift+A to go into -- INSERT -- mode at end of line
- i to go into -- INSERT -- mode at the cursor
- Shift+R to enter -- REPLACE -- or "Overtype" mode
- [Esc] escape out of -- INSERT -- & -- REPLACE -- mode
- u undo last change
- dd deletion (if pressed twice the object is the current line)
- [Esc] out of INSERT mode
- :wq and [Enter] to write the file and quit vi and return to a laira:public_html$ prompt.
- Use exit and [Enter] to exit (and eventually close down PuTTY)
Setting or changing a redirect request
A number of sections of the site are redirected to other places, this happens for example when a member of staff moves to another institution.
1. Use cd /anfs/www/admin/shared.conf and [Enter] on any Lab Managed machine
2. Check-out the cl.VH-redirects file using co -l cl.VH-redirects and [Enter]
3. Use vi to edit the file with vi cl.VH-redirects and [Enter] using the examples already in the file as a guide
GENERAL NOTES on vi
- /string and [Enter] (search for the string)
- : for command prompt
- :wq and [Enter] is write & quit
- :q! and [Enter] is quit without writing (if you mess up!)
- :help and [Enter] for help
- Arrow-keys scroll around text
- Ctrl+F to page-Forward through text
- Ctrl+B to page-Back through text
- Shift+A to go into -- INSERT -- mode at end of line
- a to go into -- INSERT -- mode at the cursor
- Shift+R to enter -- REPLACE -- or "Overtype" mode
- [Esc] escape out of -- INSERT -- & -- REPLACE -- mode
- u undo last change
- dd deletion (if pressed twice the object is the current line)
4. rcsdiff cl.VH-redirects and [Enter] to check what changes have actually been made
5. Use ci -u cl.VH-redirects and [Enter] to check-in and add a comment of the RT ticket number e.g. RT#94171 then [Enter]
and exit with .[Enter]
6. Login to the www server using ssh www or cl-xon www and [Enter]
7. Install the files using cd /anfs/www/admin/shared.conf && make inst-cl.VH-redirects and [Enter]
8. Restart the service so the new config is active using cl-asuser service httpd graceful and [Enter]
Conference websites
We would host a conference website under www.cl.cam.ac.uk/conference with the actual conference name as the next part of the address.
One of two approaches can be taken. Either the pages are stored on an individuals home public html directory and a redirect set up as above or the directory can be on a dynamic web server if active content is required (there are examples to copy in the cl.VH-redirects file). A more common approach is to buy a web site for the conference and do the redirect form there
Creating a HotCRP Conference Web Server
See Creating a HotCRP Conference Web Server
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
Additional CL Staff Resources
Hints, Tips & Know Issues
Capcha popups from Google
This has been an ongoing problem for some time. It only affects our traffic from IPV6 addresses.
As a workaround, ~djsd100/4google.xml is a search engine definition which, placed in ~/firefox/[profile name]/searchplugins will give you a "Google IPV4 search", which uses ipv4.google.com explicitly. (The profile name is usually 8 alphanumeric characters, a full stop, and the name presented to you in the Firefox Profile Manager).
Categorising Keywords
- WWW World-wide Web World Wide Internet Redirect Re-direct Request Personal Web Pages
