Service Desk Knowledgebase: Resources: Difference between revisions

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==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''Escalation points and key contacts to be defined...''
New arrivals generate an automatic ticket in the following format:<br />
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Queue''' to "'''UCS ???'''" with the '''Owner''' set to '''Nobody'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''
''CRSid has a "HR Role" starting ??/??/2015 requiring equipment v#VisitorID "visitor name"''


* [http://helpdesk.csx.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.''
# Copy RT ticket number
 
# Go to the URL in body like:
* [http://helpdesk.csx.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.''
https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=???
# [Edit] the form & put in '''RT_Ticket''' & [Update]
# Check & copy notes for any specific instructions (& maybe [Edit]/[Update] room)
# Paste specific equipment requests into RT ticket comment
# If no specific equipment requests '''Reply''' to the ticket requestor what what they intend to provide for visitor/intern/RA
# [Edit]/[Update] database with '''Equipment_state''' '''Asking'''
# Set RT ticket to '''Owner''' as '''Nobody''' & '''Status''' as '''Stalled''' & leave the '''Queue''' as '''Sys-Admin'''


== Contacts ==
== Contacts ==

Revision as of 11:52, 7 January 2015


This is the Resources 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

  • ???

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

New arrivals generate an automatic ticket in the following format:
CRSid has a "HR Role" starting ??/??/2015 requiring equipment v#VisitorID "visitor name"

  1. Copy RT ticket number
  2. Go to the URL in body like:

https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=???

  1. [Edit] the form & put in RT_Ticket & [Update]
  2. Check & copy notes for any specific instructions (& maybe [Edit]/[Update] room)
  3. Paste specific equipment requests into RT ticket comment
  4. If no specific equipment requests Reply to the ticket requestor what what they intend to provide for visitor/intern/RA
  5. [Edit]/[Update] database with Equipment_state Asking
  6. Set RT ticket to Owner as Nobody & Status as Stalled & leave the Queue as Sys-Admin

Contacts

Primary

Other

Availability

  • Monday:
  • Tuesday:
  • Wednesday:
  • Thursday:
  • Friday:
  • Saturday: Closed
  • Sunday: Closed

Additional CL Staff Resources

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • Resources PC machines new arrivals upgrades failures
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