Service Desk Knowledgebase: Wireless Network Access: Difference between revisions

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(Created page with "Category:Service Desk Knowledgebase <br> This is the Wireless Network Access content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information ...")
 
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==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 RT] tickets can be escalated to the ??? 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 our ??? team who, I'm sure, will be in contact shortly.''
* [https://rt.cl.cam.ac.uk RT] tickets can be escalated to the experts 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 our experts who, I'm sure, will be in contact shortly.''
 
* [https://rt.cl.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.''
 
* [https://rt.cl.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.''


== Contacts ==
== Contacts ==

Revision as of 13:23, 7 January 2015


This is the Wireless Network Access 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 Documentation

  • N/A

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 to the experts 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 our experts who, I'm sure, will be in contact shortly.

Contacts

Primary

Other

Availability

  • 24x7

Additional CL Staff Resources

  • ???

Hints, Tips & Known Issues

Title Person (Date)

The info...

Categorising Keywords

  • Wireless Network Access Eduroam UniOfCam w-107-CB3-0FD wgb
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