Service Desk Knowledgebase: Mail Support: Difference between revisions
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==Additional CL Staff Resources== | ==Additional CL Staff Resources== | ||
* | |||
* Process tickets to email-admin. Some of these will be messages to mail lists. If these come from members of staff they should normally be | |||
released. It is best to check if they are replies to a message to a list in which case you might wish to check with the sender that they meant | |||
to reply to everyone. | |||
==Hints, Tips & Known Issues== | ==Hints, Tips & Known Issues== | ||
Revision as of 16:25, 4 December 2014
This is the Mail Support 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
- Introduction to email under Windows
- Exchange 2007 Email
- Email rôle addresses within the department
- http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Mail_support - CL Sys-Admin Documentation
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
Further 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
- RT tickets can be escalated to the email-admin team by changing the Queue to "email-admin" with the Owner set to Nobody. Tell the requestor:
I am passing this request over to our Email team who, I'm sure, will be in contact shortly.'
Contacts
Primary
- postmaster@cl.cam.ac.uk (Goes to the CL postmasters)
Availability
- Monday:
- Tuesday:
- Wednesday:
- Thursday:
- Friday:
- Saturday: Closed
- Sunday: Closed
Additional CL Staff Resources
- Process tickets to email-admin. Some of these will be messages to mail lists. If these come from members of staff they should normally be
released. It is best to check if they are replies to a message to a list in which case you might wish to check with the sender that they meant to reply to everyone.
Hints, Tips & Known Issues
Title Person (Date)
Categorising Keywords
- Mail Email E-mail Exchange Outlook
