Service Desk Knowledgebase: Printing: Difference between revisions
From Computer Laboratory System Administration
Jump to navigationJump to search
| (54 intermediate revisions by 2 users not shown) | |||
| Line 9: | Line 9: | ||
==Key Service Description & URLs== | ==Key Service Description & URLs== | ||
* [http://www.cl.cam.ac.uk/local/sys/printers/ Printing] | * [http://www.cl.cam.ac.uk/local/sys/printers/ Printing] | ||
* [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''') | ||
==CL Customer Documentation== | ==CL Customer Documentation== | ||
* [http://www.cam.ac.uk/ | * [http://www.cl.cam.ac.uk/local/sys/microsoft/printing/ Windows printing] | ||
* [http://www.cl.cam.ac.uk/local/sys/mact/printing/ MacOS printing] | |||
* [http://www.cl.cam.ac.uk/local/sys/printers/ Large format (A0) printing] | |||
* [https://www.cl.cam.ac.uk/local/sys/printers/gum/#laminate Laminating] | |||
==Further CL Sys-Admin | ==Further CL Sys-Admin Resources== | ||
* | * http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Printing - ''Printing'' | ||
* | |||
* | '''List of printers and their locations:'''<br /> | ||
''Further info on where the printers are is coming...'' | |||
* See https://dbwebserver.ad.cl.cam.ac.uk/SCG/Printing/Printing.aspx (lab password required) | |||
* Or https://cups-serv.cl.cam.ac.uk:631/ | |||
'''William Gates Building Floor Plans (inc. Room Codes):''' | |||
* [http://www.cl.cam.ac.uk/maps/gates1.html Ground floor] ('''G''') | |||
* [http://www.cl.cam.ac.uk/maps/gates2.html First floor] ('''F''') | |||
* [http://www.cl.cam.ac.uk/maps/gates3.html Second floor] ('''S''') | |||
* '''[http://www.cl.cam.ac.uk/research/dtg/openroommap/static/?s=&labels=1 Find a room]''' | |||
==Underpinning Services== | ==Underpinning Services== | ||
* Network connectivity - printing is allowed from any network available within the building. | * Network connectivity - printing is allowed from any network available within the building, with the ''exception'' of the '''wgb''' "guest" wireless network. | ||
==Customer-base for this Service== | ==Customer-base for this Service== | ||
| Line 33: | Line 43: | ||
==Service Desk Call Handling Procedure== | ==Service Desk Call Handling Procedure== | ||
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the printing team by changing the '''Queue''' to | * [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the printing team by changing the '''Queue''' to '''printing ''' with the '''Owner''' set to '''Nobody''' and the '''Status''' set to '''new'''. Tell the requestor:<br /> ''I am passing this request over to our Printing team who, I'm sure, will be in contact shortly.'' | ||
Helpdesk should aim to fix [http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Printing/StuckPrinter stuck printers]. Queued jobs can be [http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Printing/StuckPrinter cleared on-line] but physical intervention requires passing to the '''Printing''' queue with the '''Owner''' set to '''Nobody''' & '''Status''' set to '''New'''. Before you can make changes to the print queues using the web interface you need to remotely login to '''cups-serb-1-6-2''', and set your password using '''cl-asuser passwd''' - set it to your usual password. | |||
== Contacts == | == Contacts == | ||
| Line 40: | Line 52: | ||
* [mailto:printing@cl.cam.ac.uk printing@cl.cam.ac.uk] (Goes to an RT queue) | * [mailto:printing@cl.cam.ac.uk printing@cl.cam.ac.uk] (Goes to an RT queue) | ||
''' | '''Other''' | ||
* [http://www.lookup.cam.ac.uk/person/crsid/ckh11 Chris Hadley] | * [http://www.lookup.cam.ac.uk/person/crsid/ckh11 Chris Hadley] | ||
==Availability== | ==Availability== | ||
* | * Printing is available 24x7 | ||
* Toner for all printers is kept in '''Stores''' and is available during the hours 08:30 until 16:30 Mon-Fri. | |||
* Toner for all printers is kept in | |||
==Hints, Tips & Known Issues== | ==Hints, Tips & Known Issues== | ||
* Advise on installing printers on machines for [http://www.cl.cam.ac.uk/local/sys/mact/printing/ MacOS] and [http://www.cl.cam.ac.uk/local/sys/microsoft/printing/ Windows] via reference to [http://www.cl.cam.ac.uk/local/sys/ customer documentation pages] or see [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Printing#CL_Customer_Documentation above] | |||
* Advise on use of [http://www.ucs.cam.ac.uk/desktop-services/ds-print DS-print] from the Computer Lab [https://www.cl.cam.ac.uk/teaching/mcs/ MCS Facility] or [http://www.ucs.cam.ac.uk/desktop-services/ds-print/individual individual machines]. | |||
---- | * Linux machines sometimes show problems with printers not being present and not being able to print. The usual advice is to check if the '''avahi-daemon''' is installed - if it is uninstall it and printing will then work as expected. | ||
==Categorising Keywords== | ==Categorising Keywords== | ||
* Lamination Poster Printing Stuck Printer PCU | * Lamination Poster Printing Stuck Printer PCU | ||
Latest revision as of 13:51, 8 July 2015
This is the Printing 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
- Printing
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
Further CL Sys-Admin Resources
List of printers and their locations:
Further info on where the printers are is coming...
- See https://dbwebserver.ad.cl.cam.ac.uk/SCG/Printing/Printing.aspx (lab password required)
- Or https://cups-serv.cl.cam.ac.uk:631/
William Gates Building Floor Plans (inc. Room Codes):
- Ground floor (G)
- First floor (F)
- Second floor (S)
- Find a room
Underpinning Services
- Network connectivity - printing is allowed from any network available within the building, with the exception of the wgb "guest" wireless network.
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
- RT tickets can be escalated to the printing team by changing the Queue to printing with the Owner set to Nobody and the Status set to new. Tell the requestor:
I am passing this request over to our Printing team who, I'm sure, will be in contact shortly.
Helpdesk should aim to fix stuck printers. Queued jobs can be cleared on-line but physical intervention requires passing to the Printing queue with the Owner set to Nobody & Status set to New. Before you can make changes to the print queues using the web interface you need to remotely login to cups-serb-1-6-2, and set your password using cl-asuser passwd - set it to your usual password.
Contacts
Primary
- printing@cl.cam.ac.uk (Goes to an RT queue)
Other
Availability
- Printing is available 24x7
- Toner for all printers is kept in Stores and is available during the hours 08:30 until 16:30 Mon-Fri.
Hints, Tips & Known Issues
- Advise on installing printers on machines for MacOS and Windows via reference to customer documentation pages or see above
- Advise on use of DS-print from the Computer Lab MCS Facility or individual machines.
- Linux machines sometimes show problems with printers not being present and not being able to print. The usual advice is to check if the avahi-daemon is installed - if it is uninstall it and printing will then work as expected.
Categorising Keywords
- Lamination Poster Printing Stuck Printer PCU
