Service Desk Knowledgebase: Required Updates

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.

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Need checking:

• 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.
• 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.
• 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
• Do we need an escalation procedure for RT tickets regarding telephones? 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

Re-writes to be done by vrw10

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

(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.

https://rt.cl.cam.ac.uk/Ticket/Display.html?id=94954 has info on sshd brute force defences, possible reduction, and pointer to 'bedtime reading' and 'dos and donts' (he created an account without contacting us)

https://rt.cl.cam.ac.uk/Ticket/Display.html?id=94965 et al are about old ssh clients connecting to the Lab ssh servers and being told "no matching mac found: client hmac-md5,hmac-sha1,umac-64@openssh.com,hmac-ripemd160,hmac-ripemd160@openssh.com,hmac-sha1-96,hmac-md5-96 server hmac-sha2-512-etm@openssh.com,hmac-sha2-256-etm@openssh.com,hmac-ripemd160-etm@openssh.com,umac-128-etm@openssh.com,hmac-sha2-512,hmac-sha2-256". Correct fix is to upgrade their ssh clients (which may require upgrade of OS). Til then, connect in via slogin-oldssh.cl.cam.ac.uk