Service Desk Knowledgebase: Resources: Difference between revisions
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# Set RT ticket to '''Owner''' as '''Nobody''' & '''Status''' as '''Stalled''' & leave the '''Queue''' as '''Sys-Admin''' | # Set RT ticket to '''Owner''' as '''Nobody''' & '''Status''' as '''Stalled''' & leave the '''Queue''' as '''Sys-Admin''' | ||
# To escalate repsonse leave on the '''sys-admin''' queue with '''Status''' as '''open''' and '''Owner''' as '''Nobody''' | # To escalate repsonse leave on the '''sys-admin''' queue with '''Status''' as '''open''' and '''Owner''' as '''Nobody''' | ||
'''Requests for machine moves''' are raised by reception after they allocate a new office. | '''Requests for machine moves''' are raised by reception after they allocate a new office. | ||
# Take the ticket and check the [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Equipment/Inventory.aspx equipment] the person has. If none then there may be | # Take the ticket and check the [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Equipment/Inventory.aspx equipment] the person has. If none then there may be a phone to move so check if one is [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Telephones/VoIPList.aspx allocated]. | ||
a phone to move so check if one is [https://dbwebserver.ad.cl.cam.ac.uk/SCG/Telephones/VoIPList.aspx allocated]. | |||
# If there is some equipment to move then pass the ticket over to the operators. | # If there is some equipment to move then pass the ticket over to the operators. | ||
# Set the '''Queue''' to '''hw-admin''', the '''Owner''' to '''Nobody''' and put '''OPER:''' at the start of the subject line. | # Set the '''Queue''' to '''hw-admin''', the '''Owner''' to '''Nobody''' and put '''OPER:''' at the start of the subject line. | ||
Revision as of 11:04, 16 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
- Information for new arrivals
- An Introduction to the Computing Facilities at the Computer Laboratory
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
William Gates Building Floor Plans (inc. Room Codes):
- Ground floor (G)
- First floor (F)
- Second floor (S)
- Find a room
CL Customer Documentation
Further CL Sys-Admin Resources
- http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Resources - Arrivals/Upgrades/Replacement/Disk
Underpinning Services
- Computer Lab Administration Database???, Mail Server, Networking & RT
Customer-base for this Service
- All staff and students of the Computer Laboratory
Costs
- Visitors, Interns & RAs equipment should be funded by the Sponsor for anything substantial but short term loans are possible
- RARS (Research Assistants registered for a PhD) should be treated as RAs but some funding bodies do not permit this (in which case Lab funding is used)
- Staff equipment for new arrivals is funded by the department
SLA
- N/A
Service Desk Call Handling Procedure
New arrivals automatically generate an RT ticket with the following format:
CRSid has a "HR Role" starting ??/??/2015 requiring equipment v#VisitorID "visitor name"
- Copy RT ticket number
- Go to the URL in body like: 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
- To escalate repsonse leave on the sys-admin queue with Status as open and Owner as Nobody
Requests for machine moves are raised by reception after they allocate a new office.
- Take the ticket and check the equipment the person has. If none then there may be a phone to move so check if one is allocated.
- If there is some equipment to move then pass the ticket over to the operators.
- Set the Queue to hw-admin, the Owner to Nobody and put OPER: at the start of the subject line.
Contacts
Primary
- ???@cl.cam.ac.uk (Goes to ???)
- ???@lists.cam.ac.uk (Goes to ???)
- Tel: ???
Other
Availability
- Monday:
- Tuesday:
- Wednesday:
- Thursday:
- Friday:
- Saturday: Closed
- Sunday: Closed
Hints, Tips & Known Issues
Title Person (Date)
Categorising Keywords
- Resources PC machines new arrivals upgrades failures
