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.

Need Attention

If they have been updated and then require re-writing "in my words" please cut & paste them into the Re-writes to be done by vrw10 section below. vrw10

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. Escalation procedure needs defining https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Servers#Service_Desk_Call_Handling_Procedure
6. Is the New Arrivals procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals complete?
7. RT ticket escalation not defined in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_WWW#Service_Desk_Call_Handling_Procedure
8. Draft Linux OS Upgrade procedure in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Linux_Operating_System_Upgrades
9. Info required in SSH from Outside the Computer Lab to a CL Linux Box Timing Out
10. 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 Remote Management but we'll need a step-by-step guide and training to use these tools.)

Is that the right ticket. Those tools are normally just used via something like sandy by users. You can use them from that or form laira (or other omnipotent machine).

1. In Request from admin staff for a ad-hoc list (e.g. staff member leaving collection) how do we determine what should be in the list and what shouldn't?

Answer: Ask them who they want by top level category such at teaching staff, SRAs. They just use cl-ckadr -v to ensure the person does not in the final list.

1. Is the "Outstanding equipment requests for arriving visitors/staff" at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_User_Accounts_and_Groups#Email:_.22Outstanding_equipment_requests_for_arriving_visitors.2Fstaff.22 correct? What stops them being picked-up again?

Answer: When the RT request has OK as the first string of the 'Equipment Sate' field then it won't get picked up by the overdue poll process.

1. 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)?

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".

1. RT Ticket 96190

Things To Do: iwm21

Proposed changes suggested by iwm21